Storyline 2: "i"'s missing in font

I'm hoping I get a response from Articulate on this one quickly. It's holding up the release of a project. Thanks!

Hi Kelly, I'm also facing this issue.

It's very critical for me too, I've got more than 30 courses online availabe for over a thousand people. I hope someone can help us soon and there's an easy way to fix it. These courses are online since february and my client reported the missing "i" only yesterday,

It was working properly before and, In addition, I can't replicate the error on my computer nor on my colleague's.

Best Regards,

Paula.

Which browser are they accessing the course with?

Phil,

I replicated the error, I am using the latest version of Google Chrome.

However, I noticed that not every "i" letter is missing, you can check it by looking at the image I attached.

Thanks!

Thanks, Paula. I have an email out requesting the specific browser version. The learner thought she viewed it in Chrome.

I hoped it was going to be an unsupported browser. It may just be a font issue, I think you need to raise a support case.

Thanks.  From what I've read, this issue is very similar to one they had in 360. They provided a fix and patched that, so I'm wondering, "Is this the same issue but on the Storyline 2 side?" I'm logging a support case now, thanks.

I haven't seen a reply to my support case, yet. I'll respond here when I do, though. I'm wondering how many others are seeing this, Paula? My end user tested for me. And I never thought I'd type this...but she reports that it's working fine in I.E. 11... and broken in the latest version of Chrome! Go figure. It must be wacky Wednesday.

Hi Kelly, same as here. I sent them a message yesterday right after Phil advised us to do it and didn't receive an answer yet.

I think that it's working fine in Internet Explorer because it loads the flash version instead of the HTML5. I am afraid that it's a browser problem and there's nothing we can do to fix it.

My concern is that we've been desigining courses in Storyline since 2014, today, the company I work for basically just develops online courses using Storyline 2. 

Hello Kelly Anne and Paula!

I'd be happy to take a peek at your support cases if you'd like to share the case number with me here.

Thank you, Leslie. Appreciate you following up.  Sorry, but I haven't received any response yet to my ticket, so unfortunately, I don't believe I have a case number I can share. Basically, I just typed up what we said in the thread above...letters are missing when the learner views the module through Chrome (in our LMS). Apparently IE 11 works without issue, so wondering if it's related to HTML 5. I haven't experienced this issue in the past. If there are certain fonts that cause the issue, I'd like to know so I could at minimum delete them and advise our developers never to use them in the future. Even better, Articulate would have a way to patch this (the way I think they did for 360?) or provide instructions on a work around.

If I hear anything, I'll respond on this thread.  For both Paula and I (and I'm guessing a slew of other long time Articulate customers) this is a major issue. If it's the same issue that 360 users previously experienced, is there a reason it could be addressed in 360 but not Storyline 2? Is it something technical?

Appreciate your willingness to help.

Hi, Leslie, thank you so much! My case number is 01098245.

Kelly, thank you so much for your help. If I find out how to fix it, I'll come here too and share with you. 

And about your comment: "If there are certain fonts that cause the issue, I'd like to know so I could at minimum delete them and advise our developers never to use them in the future.", I don't think that this is a font issue, because here the bug happened with different fonts, even when I used websafe fonts, like Arial.

Thank you guys. 

So glad you shared that about the fonts, Paula. You saved me from troubleshooting using  that solution.

 I'll wait til we hear back. Thanks!

Hello Paula - Thanks for sharing your case number here. We are still a bit backed up from the holiday, so I have replied to request your project file so we can start digging in.

Kelly Anne - When you successfully open a case, you will get a pop up with the case number as well as an auto-reply confirming. We must not have received one from you. You are welcome to submit here if you'd like us to take a look at your file as well.

We're having the issue as well. The letter 'i' is missing from a few text boxes. Any fix for this yet?

We are experiencing the same problem with some users missing the letter "I" in some places.

Hi Renee and Anissa,

Sorry you've run into this issue too. I took a look at Paula's case, and I don't see that she shared her project file with us yet. We'll want to take a look at the .story file from your course and you can send it along to our Support team here. 

Also, please let us know anything else you can about:

• What version/update of Storyline you're using
• Where you're seeing the missing 'i' (preview, publish, etc.)
• If it's in publish, where you're hosting the published output and what browser you're viewing it through
• What font you're using and what version of Windows?

I submitted a case with the .story file for this issue. I created the course in Storyline 2 and users are seeing the missing letters when viewing the course in our LMS (Cornerstone). I was only able to recreate this issue when viewing the course using Chrome.

Thanks Anissa - and my colleague Miker has been assigned your case. He'll be in touch soon! 

Hi all,

We just saw an update to Chrome (from version 59 to 60) and testing the links in that latest version allowed the missing 'i's to come back. Can you look at updating Chrome to see if you still are having difficulty? Here's a quick Peek at how to update Chrome.