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Active Adobe font keeps disappearing from Word

Community Beginner ,
Jul 18, 2023 Jul 18, 2023

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I have some custom designed templates in Word that I use with clients. They use an Adobe font that shows up as active on the Adobe fonts site and in Creative Cloud, but repeatedly vanishes from Font Book and Word. I manage to "activate" it in both again, use it once or twice, and a few days later it's gone again. What am I doing wrong?

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Adobe Employee ,
Jul 18, 2023 Jul 18, 2023

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Hi @Rachel29811426lmpe,

 

Did you try signing out and signing in back again in the Creative Cloud Desktop Application to check if that helps? Also, please try the steps mentioned in this article and let us know if that helps:- https://helpx.adobe.com/fonts/kb/troubleshoot-font-activation.html

 

Regards,

Tarun

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Community Beginner ,
Jul 18, 2023 Jul 18, 2023

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Hi Tarun, I did try those things, and just went through the article, and finally restarted my machine (again). I can still see the font activated and in Creative Cloud, but not in Font Book or Word. I don't even remember how I got them to show up again the last time.

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Community Beginner ,
Jul 26, 2023 Jul 26, 2023

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@Tarun Saini This did not solve my problem — is there someone who can help me?

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Adobe Employee ,
Jul 26, 2023 Jul 26, 2023

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 Hi @Rachel29811426lmpe,

 

Thanks for your response. We're sorry for the delay. Please make sure that your word application is up to date also, check this article and let us know if that helps. Here is the link: https://helpx.adobe.com/fonts/kb/fonts-not-showing-the-menu.html

 

Regards,

Tarun

 

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Community Beginner ,
Jul 26, 2023 Jul 26, 2023

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Thanks for the article, @Tarun Saini, but my Word app is up to date. Also, the fnt was there before and now it's not, and I don't know how to get it back. It was also in Font Book before and now it's not. This is super frustrating.

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Adobe Employee ,
Jul 27, 2023 Jul 27, 2023

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https://helpx.adobe.com/fonts/using/managing-fonts.html#reinstall

 

@Rachel29811426lmpe Hello! You may need to go into the Creative Cloud application to reinstall the fonts. If you see a cloud icon to the right side of the font name you can click that to get access to it for non-Adobe apps.

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Community Beginner ,
Jul 27, 2023 Jul 27, 2023

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Hi @Jake Giltsoff Thanks, but as I mentioned in the original post, the fonts are in the CC app and show as downloaded for non-Adobe apps.

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Adobe Employee ,
Jul 27, 2023 Jul 27, 2023

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Thanks for the screenshot, all looks right there! Can you please let me know if Alga is showing in any other non-Adobe apps? I’m trying to see if this is a Word specific issue or if it is for other apps too. Thanks for your patience while we try to get to the bottom of this. (re: Font Book, Adobe Fonts don’t typically show there so that may be a red herring)

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Community Beginner ,
Jul 27, 2023 Jul 27, 2023

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Alda is showing up in Powerpoint. By the way, I just checked Word again right now — now Alda is appearing. Yesterday it wasn't. ???? 

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Adobe Employee ,
Jul 27, 2023 Jul 27, 2023

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Ok — well I’m glad it’s working for now. Please get back in touch if it stops again and we can try to debug!

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Community Beginner ,
Jul 27, 2023 Jul 27, 2023

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Will do — thank you!

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Community Beginner ,
Jul 31, 2023 Jul 31, 2023

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Hi @Jake Giltsoff The problem is back. I'm attaching two screenshots. The document says that the font is Alda — it's not. It's Calibri. And when I select a block of text to try to change it to Alda, Alda disappears from the font list. In fact, even when it says it's Alda, Alda's not in the font list. I didn't look closely enough when I said it was back.

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Adobe Employee ,
Jul 31, 2023 Jul 31, 2023

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@Rachel29811426lmpe Thanks for this — I’m sorry I was looking at the similarly named ‘Alga’ not ‘Alda’ the other day! I do seem to be able to reproduce the issue with Alda specifically. I’m working with our team to see if we can figure out the issue and will get back to you.

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Community Beginner ,
Jul 31, 2023 Jul 31, 2023

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Thank you!

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Adobe Employee ,
Jul 31, 2023 Jul 31, 2023

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Ok @Rachel29811426lmpe, we had some fun getting to the bottom of this one! There is an issue with Alda where the MacOS isn’t recognising it as being an English font and it tries to optimize to not show you all the fonts you might not need. We’ll reach out to our partner to try to get the font files updated to fix the issue.

In the meantime there is a workaround to get it to show in Word. https://support.apple.com/guide/mac-help/latin-fonts-correctly-mac-mchl14cc6599/mac Effectively if you add a European language (I tried this out with Czech) as a keyboard in your system languages and restart word it will load in the additional languages.

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Community Beginner ,
Jul 31, 2023 Jul 31, 2023

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Wow, that's a weird one. I'm good at finding random problems! Thanks for the workaround — I already have Portuguese and Russian enabled as system languages, though. I'll try adding another one... 

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Community Beginner ,
Jul 31, 2023 Jul 31, 2023

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@Jake Giltsoff I'm impressed that you were able to figure this one out! I made Russian my primary and immediately the document came up in Alda. I don't, however, want my system font to be Russian 100% of the time 😉 and I don't want to have to keep restarting my computer, so I hope your partner's able to resolve the issue for good. Please keep me posted, and thanks!

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