Syncing of Fonts I've Added to Adobe Creative Cloud has recently stopped working

[Guest]

Issue:

Fonts I've added to Creative Cloud no longer sync to the app.

Things I've Tried:

• Logging out and back into Creative Cloud
• Running the Creative Cloud cleaner tool from Adobe and cleaning everything
• Full uninstall of all Creative Cloud apps, then reinstall
• Clearing Windows font cache
• Updating to the latest version of Windows 10
• Ensuring Creative Cloud is up to date to the latest version

I've restarted between all steps.

After reinstalling or logging out and back in, font-syncing works, but following a restart, it stops working. This was working fine for me as of a few weeks ago. I see many other posts currently on this forum regarding similar issues.

[Guest]

Here's a screen-recording illustrating some of this issue in After Effects: https://www.loom.com/share/d66a7666129e4d5db016b6d88d29d095

[HARSHIKA_VERMA]

Hi spencer_discipler,

Sorry for the delay in response. Would you mind telling us if it's happening with a specific Adobe app or all application?

We'll try our best to help.

Thanks,

Harshika

[defaultqrfkhb2j2prc]

Np. I can confirm it's happening in: AE, Premiere, Photoshop, Illustrator

This seems to be a more widespread issue with others posting on here with the same problem and that it's happened with a recent update.

[Guest]

Sorry I replied from another account. That was me confirming the apps

[Molly Doane]

Hi Spencer,

The Fonts team is actively investigating your issue. Unfortunately I don't think I'll have an update for you before the weekend, but I will be sure to let you know when I have more information.

Best regards,

Molly @ Adobe Fonts

[Molly Doane]

Would you mind posting your Adobe ID? Or if you prefer to message me here or DM on Twitter @AdobeFonts, that works too.

It would also help if you can gather your computer's recent CoreSync logs and attach them here. You can use our log collector tool to do this quickly: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Thank you!

[Guest]

Adobe ID is spencer at wyldfyre dot tv

Logs were collected and uploaded

"Dear User,

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20210929_022940_268-win.zip

Please use the above filename as a reference when contacting Adobe Customer Care.

Thank you,

The Log Collector Tool team"

[Molly Doane]

Thank you! I'll update again when our engineering team has had a look.

[Guest]

Hi Molly,

I just tested with the latest updates of CC following a full clean uninstall using the Adobe Cleaner tool. Added fonts are still not showing up unfortunately. Any updates on your end?

[Molly Doane]

Hi Spencer,

Apologies for the delay. I believe the assigned engineer was on paternity leave. He asks–

> Can they check they have the correct permissions on this folder:

<user>/Library/Application Support/Adobe/.User Owned Fonts/

> If there are any fonts in this directory on their machine, can they first log out of CCD, close the application entirely, clear the folder of any fonts/files in this directory, and then re-log in to CCD and see if the issue persists?

If the issue persists, he's offered to have a debug pairing session with you in which they provide a customized build with more enhanced logging tools.

Please let me know!

–Molly

(for my records, this is re: FONTS-5945)

[Guest]

Hi Molly,

This is happening on a Windows machine which is shown in the original screencast I sent. I've since also tested on a new Mac Mini M1, same issue. And I've also tested with a new Adobe CC account on the Windows machine, same issue. And I've tested on another Windows machine, same issue there.

[Molly Doane]

Can you confirm you tried the troubleshooting steps I outlined?

[Guest]

Hi Molly,

Those steps were specific to Mac as that folder is only created in that OS, so for the Windows machines that this post was initially about, it isn't possible. I recently found that the Mac Mini M1 I just purchased exhibits the same issues, so I followed the steps on that machine and here are the results:

• Check permissions: my user account has read and write
• Are there fonts in the folder: yes, both fonts I have added appear in this folder
• Log out, close the application, clear the folder: the fonts are deleted when I log out so I did not need to delete them
• Re-log in to CCD: the fonts reappear in the folder and work correctly in CC apps... until I restart the computer and then even though they are still in the folder, they do not appear in CC apps.

This is the issue that I documented in my first post. Logging out of CCD and back in restores the fonts in the CC apps, but then after restarting the computer they are gone.

[Guest]

I should add that for now I'll just log out and then log in following every restart. It's not that bad and only adds a minute to my workflow. Hopefully a fix can be found though! I appreciate your support and for having someone look into this 😉

[marcelpabst]

This happens to me too. (mostly in Indesign) This font program really sucks. And my patience ends here.

I have paid days to figure out what happens and when. Without success.

Do I have to buy a real programe to make it works. It would have been nice if the programs I pay for works.

[Guest]

Hi Adobe team, any updates on this issue @Molly Doane @HARSHIKA_VERMA ? It's been broken for a few months so far. Is it working for other people? As I've mentioned in this thread, I have two different Adobe CC subscriptions installed on 4 different computers (some Mac, some Windows), and font activation doesn't work on any of them. I've seen other people post about this issue, so I'm wondering how widespread this is. Is the engineer still working on this issue? Can I get in direct touch with them?

[jon_010101]

I am replying to confirm that we are having the same problem. I have a half-dozen CC subscriptions in my group and most of our users are upgrading their laptops, which puts us in a very tight situation. We really need guidance on when this will be fixed, or we'll be forced into other solutions for fonts. Unfortunately, I have about 20 years of documents filled with Myriad Pro and Caslon.

[Molly Doane]

Jon – I'm not sure the issue you're describing is the same issue Spencer is having. Specifically, Spencer is using the Add Fonts to Creative Cloud feature.

Here are two recent issues that have arisen with the new M1 chip for Mac:

Fonts panel loads indefinitely in the Creative Cloud desktop app

Fonts are not appearing correctly in Apple apps

Please check these threads to see if they pertain to the issue you're experiencing.

[jon_010101]

@Molly Doane yes, that's it (both issues); it is an Intel 16" with Monterey. 

[Molly Doane]

Hi Spencer – Yes, a fix is underway. I'm told it is scheduled to roll out 24 January.

[Guest]

That's awesome! Thank you

[ZENR]

This issue is still not fixed unfortunately 😞

[Molly Doane · Accepted solution]

Apologies, the fix is currently being rolled out in phases. I am actively tracking this issue and will update here when there is further progress.

[ZENR]

Thank you Molly