Sofia Pro fonts suddenly missing
Hi all. I appreciate you reading this post and hope you can help. I've spent the past day and a half on chat and phone with Adobe support and although I want to vent about it all, I'll stick to the more productive points in the hope that support here will be infinitely better than chat/phone/screen sharing.
(Although, it might be worth mentioning that I'm currently on chat support now, and yet again, the customer service rep Navita has not engaged with me on chat in over 20 minutes. This person simply.. stopped providing support after I responded to a basic questions and asked for next steps. That's the level of frustration we're working with overhere.)
Context: I own and run a small creative studio. We've used Adobe for years and have a paid account Adobe Creative Cloud. The issue with Fonts began Friday around 2:00 EST on July 26 and has escalated into a problem where we have lost time, money, and clients, all within that past day, due to this sudden problem and complete lack of support with Adobe.
Issue: Our brand font is in the Sofia family, primarily we work with Sofia Pro. Yesterday, we went to open our projects in Illustrator and Premeire Pro, half hour before a huge shoot, and they all showed "missing fonts". This is not as much an issue with new projects (although some Sofia fonts are not showing up their either) as much as an URGENT SITUATION with all of our old projects that we've created in the past few years.
What I've done so far: Yesterday I was on chat with a team member who took me through a series of pausing/resyncing steps and uninstalling/reinstalling the Creative Cloud app as well as the font family itself. He told me to follow the steps for Mac here:https://community.adobe.com/t5/lightroom-classic/expired-trial-error-technical-issue/td-p/9359209?page=1#sa_src=web-messaging
He claimed that the the recent Adobe update could be causing the problem. None of these steps worked. (And now I have to reactivate all the fonts, but that's another story). Sofia Pro still shows up as "active" but does not show up in our projects.
Then I called in. After a 2 1/2 hour phone call (not exaggerating), where the woman renamed and deleted a number of folders and gave persmission to different Adobe folders, my desktop is slower than ever and... still not showing the fonts. She had insight that the Sofia Pro family was apparently renamed (spaces in the names where before the names had no spaces), and she claimed that that was why some of the fonts weren't showing up. But how does that make sense? Wouldn't none of them in the family show up then? And even so, wouldn't I just reactivate the fonts or choose replacement fonts with the correct names and then get on with life?
This is where I'm at now: FRUSTRATED, but with no choice but to keep trying to contact people who can help. Sofia Pro is not showing up:
1. On the desktop iMac OS Catalina Version 10.15.5, in Illustrator and Preimeire Pro in Medium, Semi Bold or Bold (which of course are the fonts we most need...) –– Sofia not in Font Book. Creative Cloud app on this machine shows Sofia Pro as active and syncing, but not recognizing it in any projects.
2. On my laptop at all Macbook OS Catalina Version 10.15.5 –– Sofia not in Font Book. Creative Cloud app on this machine shows Sofia Pro as active and syncing, but again, not recognizing it in any projects.
3. On our iPad at all, iPad 10.2, iOs 13.5.1 –– When we open the Creative Cloud app it shows that we have no installed fonts (umm.. what?) and when we try to install the Sofia Pro family by clicking on the little blue "install", nothing happens. It isn't clickable. The only one that installed for some strange reason is Bold. The rest in the Sofia Pro family do not,
Any insight is much appreciated.
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