Restricted Font Pop-Up Error

[Ethereal_strategist5C08]

Has anyone else run into an issue with restricted fonts? My team has been using Adobe CC Express (formerly Spark) for over a year now and are now getting this message when they open a template that contains these fonts. When the user selects the check box, the continue button stays grayed out and they are unable to open the file. Error shows in Chrome and Firefox.  Thank you in advance!

[Manmeet2016]

Hi Brandonh,

Sorry about that. Hope we can help you. If you are using Creative Cloud Express (Web), please try clearing cache and then try to log in to a new "Incognito" or "Private" browser window. You may try a different browser just to check if this works fine or not. Try reinstalling the app, signing out of the app and then signing back in. You may try reinstalling the app in both ways (Web/Mobile app).  Try checking these things and report back with any observations. Thanks for your patience in resolving this problem. 

Thanks,

Manmeet

[Ethereal_strategist5C08]

Thank you, Manmeet. I will have the team try this and see what happens. I will report back.

[Ethereal_strategist5C08]

Manmeet,

The team followed your instructions for trying to resolve this issue. They are still seeing the restricted font message with the inability to continue after the check box is checked.

[Ethereal_strategist5C08]

Manmeet, Any word on this? Our team is still having issues.

[Abhi.G @ ADBE]

Hi,
Do you mind DM'ing me the adobe ids (e-mail) of one or more of the team members who've run into this issue?
Thanks,
Abhishek G

[Ethereal_strategist5C08]

I sent a DM. Let me know if you did not receive it. Thank you!

[Abhi.G @ ADBE]

I did, thanks. Checking logs associated with those adobe ids to see if they help get to the bottom of the issue.

[Abhi.G @ ADBE]

Hi,

You mentioned the team members are getting this message when they open a template that uses these fonts.
What if they view the associated brand (Brands tab under https://express.adobe.com/sp/). Do these fonts show up there? And if not, is there a prompt to provide their own copy? That might be worth trying.
Thanks,
Abhishek G 

[Sherrilovesart]

no

[Ethereal_strategist5C08]

Abhishek,

Thank you for the recommendation. We checked the brand and the fonts show up there with no ability to change them (likely because it is shared with them and they are not the creators of it). Hoping to get further direction from the Adobe team as we are still unable to continue after the check box is selected for the restricted font pop-up.

[mbstandard]

We are having exact same issue....HELP!!!!