Missing fonts

Report · Jan 23, 2023

I've been getting this message on existing projects for months with no solution. This is an Adobe font, which I've deactivated and reactivated several times. The font works when I create a new project, but every time I open an existing project, I get this message (even though it is active in my Adobe fonts account) and I am unable to edit my project in Express.

I've recreated the project several times, but once I close it I am unable to make any edits because this message pops up when attempting to open it.

Report · Jan 24, 2023

Hi @Kyra280679029dbp,

Thank you for reaching out, and we're sorry to hear you're experiencing difficulties with your font FreightDisp Pro Semibold in Adobe Express.

I have tried recreating the issue, but it did not result in any errors.

I completed the font test by going to the Adobe font web page, searching for the font FreightDisp Pro Semibold and using the option "try in Adobe Express."
A new project opened, and I typed in "test page for adobe express."
I then closed my project and logged out of Adobe express.
Reaccessed my project from Adobe Express and added a new text, "New test," with no errors.

Please try the following troubleshooting steps below:

Try clearing the browser's cache and cookies.
You may also try using a different browser or accessing it in incognito or private mode to see if that helps.
If the above steps don't help, you can also try resetting your browser.

If the above troubleshooting steps did not resolve your issue, kindly provide us with a walk-through video of the steps you're taking.

Please note that we require videos to better understand what is going on and recreate your issue.

You can share your walk-through video with us via DM.

We're looking forward to hearing from you with an update.

Many Thanks,

Lyn 🙂

Report · Feb 07, 2023

Hello, I've completed the troubleshooting steps above and even tried using a new internet browser but I am still getting the same error message. How can I receive further assistance? It is incredibly frustrating not being able to access my projects.

Report · Feb 08, 2023

Hi @Kyra280679029dbp,

Thank you for your reply and for confirming you've completed the troubleshooting steps.

Kindly provide us with the following:

Name and Model of the device you are accessing Adobe Express with.

OS version of the device.

The browser's most recent version

We also need 2x walkthrough videos of your steps to better understand what is happening.

The Walkthrough video should be of the steps you usually take to get the error and the second by doing the steps below:

Go to the Adobe font web page, search for the font FreightDisp Pro Semibold and use the option "try in Adobe Express."
A new project will open, and type in "test page for adobe express."
Closed the project and logged out of Adobe express.
Close your browser
Reaccessed Adobe express
Open the test project from Adobe Express.
After this, open any previously created project.

Please send your videos via DM.

I'm looking forward to hearing from you.

Many Thanks,

~Lyn

Report · Feb 08, 2023

Hi @Kyra280679029dbp,

Thank you for taking the time to provide me with the videos.

Could you also kindly provide me with the information of the Name and Model of the device you are accessing Adobe Express with, the OS version of the device, and the browser version?

Many Thanks.

Lyn 🙂

Report · Feb 08, 2023

HP ZBook Studio G5

Windows 10

Chrome Version 109.0.5414.75

Report · Feb 22, 2023

Hi Lyn - Following up on this help request. I have provided recordings via DM and my device information below.