Wrong font, missing characters with HTML5 on IE???

I've seen a couple of discussions here with similar issues (notably here), but have yet to find an actual fix/solution... so I thought I'd try a new thread.

I've put together some slides for a client as a test module for a potential training project.  The client is seeing a different font, as well as missing characters, when running the module (HTML5 output) in IE 11 vs. Edge.  So far, I have been unable to duplicate the issues on my end, but I have screen grabs from the client:


IE 11

Note A) the obviously different font, B) the weird font spacing, and C) the seemingly random omission of characters ("fi" in the word "filler").  

The client is using IE 11.1944.14393.0

The output is from Storyline 3 version 3.2.13213.0

Any help would be greatly appreciated!  My client is unlikely to want to move forward with a whole training project if I cannot solve this issue, and I am currently at a standstill.

58 Replies
Ashley Terwilliger-Pollard

Hi Dan,

Our team investigated a few options with Articulate 360 beta users and as such implemented some tracking/logging of fonts and browsers within Updates 21 and 22 of Storyline 360, we're now on Storyline 360, build 3.26.18364.0.

We've used that data to keep an eye on the fonts and browsers impacted, and it remains a small subset of users. We've updated our article here to reflect that Storyline 360 uses web fonts and that those will need to be accessible to successfully access and view the course.

If you have other questions on this or additional data you'd like to provide, please share with our Support Team directly. 

Marcos Dutra

Any news about this?
This issue simply makes using Articulate impossible for my company. It's a deal breaker.
What do you suggest we do? Use Calibri all over the courses? 
This is a serious question. If the client will not allow the MIME fix or download of web fonts, what can we do? Would Calibri solve it? I know Arial is not working.

Crystal Horn

Hi there, Marcos. I'm sorry your clients are unable to use the solutions provided. In order to ensure our output will display the right font, those settings are required. We are still tracking data to make sure we're creating the most widely functional output. 

Without knowing what their systems are using to substitute, it would be difficult for me to predict a font that would be "safe." Community folks: Has anyone with a similar dilemma had success with a certain font?

Chad Cardwell

My organization is currently working to mitigate this problem for several courses we are converting to HTML5. Our learners are spread all over the world and are subject to an enterprise level group policy that blocks font downloads for the "Internet" zone in IE11. This setting, and many more, are completely inaccessible to end users, and probably to most lower level IT techs for that matter. Thankfully our LMS is considered a "trusted site" for most learners, but it seems that group policy settings are different for some, resulting in this hit and miss font issue. We are currently working to sort out where the issues are occurring in hopes that we can influence changes to the group policies at those locations. This is a long shot given the size of our learner base and many locations. We are also going to encourage the use of another browser when possible, but IE11 is still the browser in which users can most easily access our LMS using their smart card credentials.

I have noticed that some fonts seem to roll back more elegantly to the "system" font than others. I've attached a couple of screenshots showing how several fonts appear on my computer when fonts don't get downloaded properly. Unfortunately we are having a course built in a font that doesn't roll back elegantly (has missing letters). I never imagined having to do this level of troubleshooting in the design stages of a course.

Update 1: Just wanted to note that Modern Text Rendering was enabled when I generated these screenshots. I thought that might fix the issue for us, but toggling it on/off doesn't seem to have any impact.

Update 2: I'm using Storyline 3 Update 6.

Marcos Dutra

This is absolutely crazy. Imagine having to design a course in Times New Roman. Or maybe OCR monospace, FixedSys or, why not, Terminal. Welcome to 1970 !
I always thought that Articulate embedded the fonts in the files. Maybe it did before when it used Flash.
Thanks for the screenshots. It seems only Calibri provides a reasonable experience, but the serifs are so ugly and outdated. 
One can pretty much simulate the same situation by turning off font downloads in Explorer settings. 
I have a question: Is it enough for the company to set the LMS as a safe site, so fonts will download, or is it necessary for the "enable font download" setting also to be turned on? 


Chad Cardwell

For what it's worth we aren't necessarily using those fonts in our courses. I just picked some random fonts that I assume are available on most people's computers. I did this because some of the engineers I'm working with were telling me that if a font is in a user's Windows Fonts directory then it should appear correctly in the browser. This isn't the case, however.

And in regard to Calibri looking okay when it doesn't appear correctly, yes it does look nice with respect to kerning, but it doesn't seem to retain any formatting such as bold, italic, etc. Even Times New Roman, which is what the fonts appear to roll back to, doesn't keep formatting. It's a very strange problem for sure.

Chad Cardwell

Marcos, sorry I didn't answer your question. My guess is that IE11 allows font downloads by default in the "Trusted Sites" zone, but if you're able to speak with any administrators who manage these settings, I would ask them to ensure that "Enable font download" setting is checked in that zone. My IE is so locked down I can't see any of those settings -- not even for trusted sites.

Amitty Gray

Ok so if I'm reading this right...basically those of us (federal Storyline customers with a 100% federal client base) with absolutely zero rights or permissions to make changes to our internet browser settings are screwed. Not all of us, because many agencies have Edge or Chrome, but there are still many who only run Internet Explorer and have no other option. One student (i.e. a paying customer) who can't read my content is one too many. This is extremely disappointing.

Amitty Gray

Published in IE, it definitely does not look like Tahoma, but seems to have solved the issue with the missing letters. At least for me, this has been the solution. It's very frustrating because it looks like novice work on my part, which I hate, but at least it's legible (albeit with some spacing issues). Good luck!