22 Replies
Alyssa Gomez

Hi there Susan! Thanks for sharing that screenshot. Could you tell me what font you're using in that file, and did you view the published content with HTML5?

I know we've seen a few recent reports of similar font issues, and that the web servers weren't supporting the new font type of the WOFF files within HTML5. The steps in the link resolved it for a few folks on their servers.

If you try those steps and you're still seeing issues, would you mind sharing your .story file with our Support Engineers? They'll want to test it on their end to try to replicate the behavior. 

Alyssa Gomez

Hey Susan! 

I wanted to let you know that the update we released on January 26, 2017 included a fix for text being replaced by emojis in HTML5 output when the hosting server wasn’t configured for WOFF files. Just install the latest software update and republish your course, and let me know if the issue is fixed.

Kristen Llobrera

I've installed the update and have a client who is still having that problem. While everyone else has no problem seeing all the letters in the published version, one person using IE is missing some Ts and Fs and the font has changed. Any thoughts on how to fix this? Or do I have to change the font?

Ashley Terwilliger

Hi Kristen,

Could they be viewing an older version of your course? If you had uploaded and overwrote the previous version they could be in a cached copy. Using IE you could ask them to open the link in a private browsing window which will treat it as a fresh attempt. 

If everyone else sees it fine, you may also want to check what version of IE this person is using. Articulate 360 and Review have the supported browsers listed here, and you'll see for Review it's IE11. 

Kristen Llobrera

Hi Ashley,

I sent her a new link, so it's not a cache issue. It's possible it's her version of IE? When I try it in IE11 it works fine, but I'm not sure what version she's using and will check.

My understanding from the link you sent is that people using IE 8 and 9 should be able to see a Flash version and IE 10 and 11 should be able to view in flash or html, not just 11?

Kristen Llobrera

Got it, thanks Ashley. This reviewer was looking at a live link, not using Articulate Review. I'm just now realizing that this thread was about an issue in Articulate Review.

So perhaps that changes the scope of my problem... Is there something else that I should try? The strange thing is that both she and her colleague are both using IE 11 and only one of them is having the problem. The font is Lato, I don't know if that has anything to do with it. In the screenshot she sent me, the font looks like Times New Roman.

Ashley Terwilliger

Hi Kristen,

Are you hosting this in your LMS or did you send it to the users to view locally? If it's within your LMS, I've heard of a few LMS forcing IE11 to open in compatibility mode which essentially made IE11 act like IE7. Can she try any other browsers or are they locked down with IE11?  

You could also try uploading a copy of the course to another test environment such as SCORM Cloud. That would help narrow down where the issue is occurring. 

If they are using IE11, do you know if it's the Flash vs. HTML5 output? Is there a difference in how it behaves? 

If you're able to share a copy of the .story file I'm also happy to give it a test! You can upload it here using the "add attachment" button or send it along to our Support Engineers here. 

Lywanda Held

I too have experienced this intermittently. (Last time, two days ago) I am using the Open Sans font and when I publish to Articulate Review and access on the Articulate website, the font has changed and all of the F's are missing. So far I have eliminated the problem by closing EVERYTHING, reopening and republishing the file I was working in.  I say "the file I was working in" because when this happens - everything I currently have in Articulate Review is effected.

I cannot attach samples or screen shots for proprietary reasons.

 

Alyssa Gomez

Hi Lywanda,

Really sorry you're hitting this issue, and thanks for letting us know how you're working around it.

I understand you'd also rather not share your file, but since it's the best way for us to demonstrate the problem and document a defect, we'd happily accept a .story project shared here privately if you change your mind. We have a mutual NDA that can be signed privately if you like.

Ephraim Ross

Just wanted to share an update with everyone. I've been struggling with this issue for a few weeks now. This is a known issue that Articulate is working on. See thread below:

https://community.articulate.com/discussions/articulate-storyline/storyline-360-font-issue-when-html5-only

In the meantime, the solution seems to be to use a 'safe font' that you can assume virtually everyone in the world has preinstalled on their computer, such as Arial and Verdana.

Susan Scammon

Are you using Internet Explorer? That is one is the worst. Try using a different browser such as Google Chrome. That usually clears it up for me. I’ve also noticed that when I am behind my companies firewall it’s worse, but if I look at a link outside the firewall such as my personal computer, it looks perfectly fine. I hope this helps!

Tonia Murphy

Hi,

I've recently published a course and a few people are not able to see the letter 'T' throughout.  This has happened in the past (1-2 years ago) and we thought it was related to our outdated LMS.  We currently had the issue arise during testing of our new LMS, so I can confirm it's something with Storyline.

What can I do to resolve besides telling people not to use IE?  Has there been any progress in resolving this issue?

FYI...I make sure I have the latest updates for Articulate.

Thanks!

Tonia