Sofia Pro fonts suddenly missing

Community Beginner ,
Jun 27, 2020

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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?pa...

 

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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Adobe Community Professional ,
Jun 27, 2020

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If your font family was offered from either the Font Bureauor the Carter & Cone font foundaries, it is no longer available through Adobe Fonts because those two foundaries decided to pull all of their fonts from Adobe Fonts. You will need to contact the owning font foundary to license them directly.

 

Dov Isaacs posted an explanation here:

https://community.adobe.com/t5/adobe-fonts/font-bureau-fonts-being-retired-awesome/td-p/11090652?cid...

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Adobe Employee ,
Jun 27, 2020

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Actually, the Sofia font family is still available via Adobe Fonts. It was not at all one of the fonts involved with the withdrawal of those font foundries from Adobe Fonts.

 

The problem is likely due to some mis-synchronization between the font server and the user's system. We cannot assist here. You need to directly work with Adobe Customer Support for this type of issue.

 

- Dov Isaacs, Principal Scientist, Adobe

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Community Beginner ,
Jun 27, 2020

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I sure wish that I could work with Adobe Customer Support for this type of issue Dov. I was on chat and phone with them for four hours yesterday and today, I'm going on almost seven. Yes, seven. I've been transferred six times, asked for a senior associate twice, and am now talking to a "senior lead" who just sent me a link to an article from November 2019 giving a general announcement that Fonts can be used on iOS systems. THAT was his "support" for the issue of the Sofia Pro family suddenly disappearing from Adobe Fonts in the Creative Cloud app on my iPad and not installing. Literally the most unhelpful thing in six hours.

 

So, sorry, but I honestly have no other choice but to seek help here, because Adobe support is so terrible, that I trust random Adobe users way more at this point. 

 

Please, any advice you have is much appreciated.

 

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Adobe Employee ,
Jun 27, 2020

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I really wish I could assist you, but honestly, this is not an area that I have any expertise in and quite frankly, it appears that something is literally “out of sync” in terms of your account, a problem that might require access to internal systems associated with the Adobe Fonts service.

 

Hopefully you were given a case number with your previous calls. If I were you, I would call back on Monday and immediately request to speak with a supervisor, not some low level tech reading from a prepared script. Provide that case number if you have it and advise said supervisor that none of the techs you spoke to were able to assist and that you requesting that you be connected with an actual Adobe employee in second level support who is a specialist in dealing with problems with synchronization issues with the Adobe Fonts service. And always get names and case numbers.

 

If that doesn't work, please me via private message, your name and contact information and I'll see if I can stir the pot a bit. I'm really sorry for what you've gone through already. That should not be the experience you receive.

 

- Dov Isaacs, Principal Scientist, Adobe

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Community Beginner ,
Jun 29, 2020

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Hi Dov, thank you so much. I prepared a detailed email with screenshots, and just send it to your private message. Will you please confirm that you received it? When I clicked on send, it told me that "I had reached the number of private messages I could send", although this was the first I have ever sent... I have a screen capture of the whole message that I can also share here, if that is okay. I'll wait for your response.

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Adobe Employee ,
Jun 29, 2020

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Regrettably, I received no such private message from you at all. Plus those private messages don't allow any screen shots or attachments.  I'll contact you directly via e-mail and give you my contact information.

 

- Dov Isaacs, Principal Scientist, Adobe

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New Here ,
Jun 27, 2020

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  1. Hi...thanks for the really helpful post. Have had more info from you in 5 minutes than a whole day of contacting Adobe. So yeah my missing fonts are from those foundries. So guess I'll have to stump up cash and buy them. But it's pretty lame. I expect Adobe are pressuring small font foundries into unprofitable deals. Usual story of big corps bullying the little guys. This will really makes me think twice about using any fonts 'provided' by Adobe. I work in publishing at speed and to tight deadlines, so missing fonts are a catastrophe. It also causes havoc with older projects. I guess I'll have to go back and convert all text to outlines to avoid any more nasty surprises. I've gone back through the countless emails from Adobe but can't seem to find one warning that this would happen. But I could very well have deleted it. I get so many. Except when I have a problem of course. The badges are pretty annoying too. Thanks again for the help 👍

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Adobe Employee ,
Jun 29, 2020

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Since this is your first post on this thread, you are not providing any context for your response. The thread was about missing Sofia fonts that in fact are still offered by Adobe Fonts.

 

I assume you are referring to some other font(s) that are in fact no longer provided by the Adobe Fonts service.

 

I am sorry but I believe you are being somewhat presumptuous by speculating that “Adobe are pressuring small font foundries into unprofitable deals, Usual story of big corps bullying the little guys.” How is Adobe “bullying” anyone here? In terms of size in the font market, the real market clout is Monotype, not Adobe. No font foundry was “bullied” nor were any new, surprise terms or deals imposed on any participating font foundry. If a font foundry decides that they significantly improve their income by withdrawing from Adobe Fonts and charging whatever the market will bear, Adobe cannot control that.

 

Actually, you state that you will “stump up case and buy them.” Just be aware that virtually no one sells you any fonts. What they sell you are licenses to use the fonts and copies of the font software. Read the licenses very carefully. Many fonts not only have an initial license cost which give you some limited use of the font, but also have extra royalty fees for distributing PDF files with the fonts embedded, for use in commercial projects, and/or for using on web pages. These royalties can be astronomical depending upon the font, the font foundry, and what usage you are making of the font. Also, do not assume that so-called “outlining” of the text gets you use of the font without paying licensing and/or royalties. Please read any license agreement very carefully.

 

I absolutely agree with you that having design resources, whether they be fonts, color profiles, imagery, etc. be no longer available when you need them is indeed a catastrophe. My personal opinion is that except for the Adobe Fonts that are “Adobe Originals” (i.e., designed and owned by Adobe such as Adobe Garamond, Myriad, Minion, Adobe Caslon, Cronos, etc. - fonts that are all labelled as “Adobe Originals”) or Google fonts offered via Adobe Fonts or your needs are very short term, you would be better treating Adobe Fonts as a tool for trying out fonts in your documents, licensing the fonts independently to assure long term access.

 

 

- Dov Isaacs, Principal Scientist, Adobe

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New Here ,
Jun 30, 2020

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I'm not sure whether to post this as a separate thread, but it concerns the same font family (Sofia Pro), which I've been using in a large scale web project.

I had the same issue of the font not appearing properly on desktop (only the Bold weight) this morning, but by following the Creative Cloud troubleshoot procedures I now have the full family available again. However, the baselines appear to have shifted by multiple pixels in my design files and have now skewed almost all of the vertical alignments.

I can't find anything wrong with any of the alignment settings in the software, so is it possible that some of the font values have been altered on Adobe Fonts, potentially at the same time as the foundry's other fonts were removed?

Is anyone else having an issues with this?

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New Here ,
Nov 04, 2020

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Hi!
I have the same issue.
I opened multiple files in indesign in which i used sofia pro bold italic and condensed italic. It seems that the font names have changed because indesign shows it as missing even though the font is active. Furthermore font styles get totally messed up when i try to replace the font manually with the "replace font" feature. I am clueless how to solve this.
Anyone had any luck in fixind this issue so far?
I really want to avoid redesigning the whole project and waste time and money on this. Not even to think how i have to explain the delay it will cause to my client.

Any advice is appreciated.

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New Here ,
Oct 18, 2020

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I'm having the same problem with the same font family.

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New Here ,
Jan 25, 2021

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same problem. same font family. 

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