Text not rendering correctly in Internet Explorer 11

Sep 13, 2017

I have the latest version of Storyline 360. I published multiple e-learning modules in HTML 5 for my client. The text (Open Sans font) is not rendering correctly, and multiple letters are missing. I can't duplicate the problem on my end, but the client is seeing the issue on multiple machines. The only difference is a slight variation in the IE version number. The client is using IE version 11.576.14393.0. I am using IE version 11.540.15063.0. 

The attached PowerPoint file includes some screen shots showing the issues. 

Any help is much appreciated!

75 Replies
Alyssa Gomez

Hi David, thanks for including those screenshots. Missing letters can often be a sign of a server-specific issue, and I'm happy to help you confirm that.

First, did you publish this file with the latest update of Storyline 360? Here's how to check:

  • Open Storyline 360
  • Click the Help tab
  • Click About Storyline
  • Look for this version number: 3.8.13184.0

If you already published the file with the latest version of Storyline, could you send me a sample of the file to test on my end? Even just a few slides will do. You can add the file as an attachment in a new thread comment.

David Allen

Hi Alyssa, Thank you for your response. I double checked my Storyline software version, and I am currently running version number 3.8.13184.0. My client is still seeing the same text issues on their side. Attached is a storyline file that has a few example slides from one of the effected modules. Let me know if there is anything else you need from my end to test the issue. Thanks!

David Allen

Thanks Alyssa! I don't see the font issue on my end with the new link you sent, but I have never been able to see it with my version of IE (I am also currently on version 11.608.15063.0). The client was using version 11.576.14393.0 of IE when they saw the issue. I have asked them to test the link you sent. I will let you know when I hear back. 

Nick Wilson

I know this thread is a few months old, but curious if anyone ever came up with a fix for this?  I'm testing a module and my client is experiencing weird font-changing issues (as well as missing letters??) with HTML5 output running on IE 11.1944.14393.0

Storyline 3 version 3.2.13213.0

I have not been able to replicate the issue on my end so far.  Anybody else figure out a solution for this, aside from just using Flash output instead?

Ashley Terwilliger-Pollard

Hi Matt and Client,

The setting discussed in the article for the font download is enabled by default on Internet Explorer, but some users or organizations may disable it. Unfortunately, that's not something we can work around at this time.

If the IT team or individuals aren't able to revert the setting to the Internet Explorer standard, I'd suggest reviewing these additional options: 

Hope that helps clarify, and if you need anything else please let us know. 

Clint Clarkson

Again, asking a major corporations IT department to make changes (white-listing, changing browsers, using Flash) isn't a reasonable option for the sake of a font.

Is the issue persistent? I.e. Will it happen with all fonts in this situation? Or, is there a set of safe-fonts? Or, a safe font extension (OTF or TTF)?

Matt McGee

@Clint, we tried changing fonts to stop it, with no success. It seems to be an issue with some of the default fonts in storyline (for things like the player) because we used only common fonts throughout. But despite changing those in the tool, and even trying to change it in the css in the source files to scrub out any weird fonts, we couldn't get it to work.