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.
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.
I am having the same issue with Storyline 3 published content. I am using the latest version of Storyline 3. No text is appearing in the published module when viewed in IE 11 (HTML5).
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!
Thanks for your patience, David. I tested the file on Internet Explorer 11.608.15063.0, and I didn't see any font issues there.
Would you mind testing this link to let me know whether you're seeing a font issue? If you can also send that link to your client for testing, that would be helpful, too!
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.
I heard back from the client. They are still having the same issue via the link you sent. Attached is a screen shot from the title page. Note that the text "bottom right of the screen..." is missing the letter "f".
Hi Sagar, The client tried changing the font download option in IE settings to "Enabled". That did not solve the issue. Any other options we should try? Thanks in advance!
Sorry to jump in here, but the font in this png looks nothing like the open sans font you used in your course. I thought Storyline embedded the fonts now but this looks like it has substituted some other font.
Hi David, there is no setting. Storyline should do this when you publish the course. I assume you have published in html5 only because you don't want Flash but I would be curious to see if publishing to html5 with flash fallback makes any difference.
I just wanted to let you know about our final solution. We ended up publishing the courses as Flash with HTML 5 fallback. The Flash files were free of the text rendering issues, and the client decided they were okay with Flash. Thanks for all your help!
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?
Hi Nick- Unfortunately, I never did find another solution other than using Flash output instead of HTML 5. Maybe others have found another solution by now.
Thanks Leslie, that is indeed the problem, but we need a workaround from the developer side. We can't deliver a product for a client that they may not be able to open or work through a complicated solution with dozens of learners who are having trouble.
Agreed, Matt. It's simply unreasonable to ask a client with 100s if not 1,000s of individual PCs to make manual setting changes or change their IT policies for a font to load correctly.
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:
View the Flash Output in Internet Explorer (As the developer you can publish Flash only or Flash first/HTML5 Fallback and remind users to enable Flash in the IE browser)
Switch to a Different Web Browser (Browsers such as Chrome, Safari, and Firefox would all be supported for the HTML5 output and don't have issues with this font setting.)
Hope that helps clarify, and if you need anything else please let us know.
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)?
@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.
75 Replies
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:
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.
I am having the same issue with Storyline 3 published content. I am using the latest version of Storyline 3. No text is appearing in the published module when viewed in IE 11 (HTML5).
Thanks Jessica for reaching out here - and I saw my colleague Ali just responded to you in this other discussion as well.
If you can share a copy of your course with her there, we'll dig into what's happening!
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!
Thanks for your patience, David. I tested the file on Internet Explorer 11.608.15063.0, and I didn't see any font issues there.
Would you mind testing this link to let me know whether you're seeing a font issue? If you can also send that link to your client for testing, that would be helpful, too!
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.
Sounds great, David. I'll be standing by!
I heard back from the client. They are still having the same issue via the link you sent. Attached is a screen shot from the title page. Note that the text "bottom right of the screen..." is missing the letter "f".
Hi David,
Please request client to check the font download option in IE settings. it should be 'Enabled'. Refer attached screenshot for details.
Thanks Sagar... after enabling this option, its working fine at my end
Hi Sagar, The client tried changing the font download option in IE settings to "Enabled". That did not solve the issue. Any other options we should try? Thanks in advance!
Sorry to jump in here, but the font in this png looks nothing like the open sans font you used in your course. I thought Storyline embedded the fonts now but this looks like it has substituted some other font.
That is a good point, Nancy. Is it possible I have a setting wrong in my Storyline file so that the font is not embedding like it should?
Hi David, there is no setting. Storyline should do this when you publish the course. I assume you have published in html5 only because you don't want Flash but I would be curious to see if publishing to html5 with flash fallback makes any difference.
Hi All,
I just wanted to let you know about our final solution. We ended up publishing the courses as Flash with HTML 5 fallback. The Flash files were free of the text rendering issues, and the client decided they were okay with Flash. Thanks for all your help!
-Dave
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?
Hi Nick- Unfortunately, I never did find another solution other than using Flash output instead of HTML 5. Maybe others have found another solution by now.
This is still an issue. Flash fallback is not an option for a lot of clients. Any news from Articulte?
Also having this issue, same trouble as Clint.
Hello Clint and Matt,
We have tracked down an issue specific to HTML5 output within Internet Explorer when the font download setting is disabled. Check out this article.
Thanks Leslie, that is indeed the problem, but we need a workaround from the developer side. We can't deliver a product for a client that they may not be able to open or work through a complicated solution with dozens of learners who are having trouble.
Agreed, Matt. It's simply unreasonable to ask a client with 100s if not 1,000s of individual PCs to make manual setting changes or change their IT policies for a font to load correctly.
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.
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)?
@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.