Captivate 11.5.0.476 replaces missing fonts (which are not missing) with Tahoma

Explorer ,
Jun 13, 2019 Jun 13, 2019

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Hey!

Since the latest update, Captivate is akting me to replace "missing fonts" after opening a project.

The fonts aren't missing, I can see them working fine on the first slide.

It always misses Lucida Sans, which I don't use in my projects.

No matter which font I choose of even if I cancel, every font in my projects will be replaced by Tahoma.

I've tried opening projects with customers corporate fonts and projects which only use Arial, all of them get this message. Unit Pro for example.

The only option I have right now, is to let Captivate replace all of my fonts and put them back to what I used before manually.

After that it won't ask me to replace, but that can't be the way to go? This takes forever

I'm on macOS Mojave 10.14.4.

update_missing_fonts.png

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Editing, Project upgrade

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Participant ,
Jul 04, 2019 Jul 04, 2019

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Any update on this? Has this been resolved? Half the company hasn't upgraded to 2019 Version 2 because of this Bug.

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Adobe Employee ,
Jul 04, 2019 Jul 04, 2019

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Hi Claire_a_Bradshaw,

Will you be able to share a sample project with us, to investigate the issue. I have shared my email id with you on messages. Please write back to me, we will be happy to help,

Regards,

Shivani

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Most Valuable Participant ,
Jul 04, 2019 Jul 04, 2019

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Claire, you were invited for a private call. Maybe you missed it, but I do never have the problem you and some others encounter.  It is much easier to find a solution for a 'bug' which is affecting everyone, than when it is not the case.

Please, answer to that invitation for your sake and the sake of other users.

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Participant ,
Jul 04, 2019 Jul 04, 2019

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Hi TBH I had nothing to state whether these came from a trustworthy source. I didn't want to start sharing company information / copies of company elearning files with someone who could potentially be pretending to be from Adobe. I tried going via the Adobe support page/Live chat and was told This font replacement is a feature *facepalm* ... it is a broken feature.

How do I ensure a trustworthy pipeline to Adobe?

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Adobe Community Professional ,
Jul 04, 2019 Jul 04, 2019

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Unlike normal Captivate users such as you and I, people on this forum who have the word STAFF in red letters under their Adobe ID actually DO work for Adobe.

If you don't want to trust them with your content, that's fine.  Just create a blank project that demonstrates the same issue and give that to the staffer who is trying to help you.

And don't believe everything you get told by someone on a chat forum.  In my experience none of those people actually have any experience whatsoever with using Captivate.  They're just rolling through scripted questions to filter your enquiry.

You have a golden opportunity to communicate with a staffer who is reaching out to you from the Captivate development team itself.  I think you should grab the offer with both hands.  These offers ONLY usually occur during the initial flurry of bugs that get shaken out of a new release.  After that you're pretty much only going to get help from other experienced users around here.

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Participant ,
Jul 04, 2019 Jul 04, 2019

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Thanks Rod - I'm communicating with Shivani via email and also Apurva on Adobe tech chat - the latter directed me here:

Captivate (2019 release) Update 2 - FAQ

Which seems to indicate, as mentioned before, if you use a custom font, the ENTIRE font pack has to be installed for Captivate to avoid flagging the Font Replacement tool. I have asked Apurva to confirm this - Shivani this would be also helpful if you could do this.

Anyone else NOT experiencing this issue, it would also be helpful to know if you are using a font in your file where you have the ENTIRE font pack for that font installed. We only use the Light and Bond fonts from our pack and everyone just has those installed.

Shivani - I am working without tech department to see if we can allow an Adobe tunnel to my machine to observe the issue first hand.

Claire

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Explorer ,
Jun 23, 2019 Jun 23, 2019

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I am adding that I too had no font issues with the 11.0.5 version and now with 11.5 get the Missing Font window message on most exiting and new projects, for fonts which are NOT missing! Sometimes I have allowed a replacement, and then find that my projects which use Arial have these replaced with Tahoma (both fonts were already on the system!). I haven't got the time and energy at the moment to do a fuller test ...!

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Explorer ,
Jul 17, 2019 Jul 17, 2019

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How has this bug not been fixed yet???

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Participant ,
Jul 18, 2019 Jul 18, 2019

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Hi all - in a direct conversation with Adobe technical support by phone, I was repeatedly told that it was a feature. That Myriad Pro must be in the file some where and as I don't have Myriad Pro on my machine, it is replacing that font.

I pointed out -

a) We don't use Myriad Pro anywhere in our template file as we use Brown Pro as our company font - it is a requirement, not a suggestion

b) Even if there was one use of Myriad Pro accidentally in the template, why does the operation replace ALL uses of ANY font in the file with Tahoma, that is an OBVIOUS bug

c) There is no method of Cancelling this "feature" - clicking either option in the Pop up does the same thing.

I explained these in several ways until finally the help desk engineer asked for a non-Version 2 file to be sent to them using our font for internal testing. I'm organizing this now - so watch this space.

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Adobe Employee ,
Jul 18, 2019 Jul 18, 2019

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Hey,

In my previous comment, what i wanted to explain was, how and why that replace was happening. Any replace is triggered, only when a font used was/is missing (originally or on change). Even in the video i shared, the reason Times New Roman was replaced with Tahoma in the update 2 was because originally it used Coniferous and and in the update 2 Missing font dialog, i chose to replace "Coniferous" with Tahoma. This is how it should work, according to me.

Please let me know, if you think otherwise.

Regards,

Shivani

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Participant ,
Jul 19, 2019 Jul 19, 2019

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Hi Shivani - the function works fine; if there is a missing font, it finds and replaces it with one you have or Tahoma. This is a given.

The fault lies in that Captivate then performs a Replace ALL on any font in the file with Tahoma, whether the font used is on your system or not.

It would be like Find Next... doing a Find All... instead. Ie something that we call broken.....

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Most Valuable Participant ,
Jul 19, 2019 Jul 19, 2019

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Still wonder why not all users have the problem.  Personally I could never reproduce it at all.

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Participant ,
Jul 19, 2019 Jul 19, 2019

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@Lilybiri only one person on our worldwide development team has said it doesn't happen to him - he's on Windows 10 too though so it doesn't seem to be a Windows issue (as it happens on 7 and 10 that we use). I'm hoping the file we sent to Adobes Tech Team brings some answers.

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Participant ,
Aug 01, 2019 Aug 01, 2019

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So the great font replacement issue rumbles on with some movement from Adobe.

I sent a screen capture video of the issue in Version 2 to Adobe to no avail. I also sent a single frame file containing some uses of our custom font to which they replied "The missing font functionality works perfectly, Brown Pro is replaced with Tahoma" My reply was "Do you have Brown Pro on your computer?"

"No" was the amazing reply. Then of course the functionality will work.

I was asked by the Multi Billion $$$ company that is Adobe then to supply them with this font for further testing.

My response was, I don't think our license with the owner will allow this - why not, you know, buy it yourself.

Someone in our team suggested again rolling back, but I know once forward, there is no back with Captivate.

Or so I thought.

Adobe Tech support supplied me with a link to Captivate 2019 Version 1 and 2. I downloaded both. Uninstalled my Version 2 and installed Version 1.

Result? No Missing Font Detection alert and Brown Pro successfully remains in our files.

Uninstall Version 1 and install Version 2

Result? Font missing detection and all of Brown Pro is replaced with Tahoma....

Something is definitely amiss between the two versions. I screen recorded all this and sent it to the tech support and EMEA support manager.

The only thing I can see is Version 1 uses TypeKit and version 2 Adobe fonts....

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Most Valuable Participant ,
Aug 01, 2019 Aug 01, 2019

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I am just a user, only a short comment on your last sentence:

Version 1 uses TypeKit and version 2 Adobe fonts....

That is just a change in name. The Typekit company was acquired by Adobe, and now they changed the name to Adobe fonts.

Same as with the Flash application (not dead, only the Flash player is dying) which changed its name to Animate....

There are a lot of changes to themes between version 1 and 2. You see the problem, I see the big advantage of now having only to change a font to have all object styles using that font being updated. But I never use system fonts in courses, only websafe and Adobe (formerly Typekit) fonts.

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Participant ,
Aug 01, 2019 Aug 01, 2019

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Lilybiri​ darn I thought I was onto something there

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Most Valuable Participant ,
Aug 01, 2019 Aug 01, 2019

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Sorry to have killed your expectations. I really suspect a problem with (some) system fonts, since it happens only to some users, and not for all system fonts. As I told I never had the problem and you can see that I am very much involved in use of Captivate.

You can read about all the changes about Themes (first blog, more to come):

Themes are Time savers. What is NEW in 11.5? - Captivate blog

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Participant ,
Aug 01, 2019 Aug 01, 2019

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Lol that's ok - I'm doing a lot of running around for Adobe rather than them taking the initiative and checking the two versions themselves and stop saying "It's a feature". Yes it's a feature but features can break.

Yesterday I wasn't most of the day doing this work for Adobe.

As you say you've not experienced this issue, do you have access to a non-standard bespoke font and version 1? If so try creating a file with that font and then installing Version 2 and loading the Version 1 file. The more evidence to gather for Adobe that there is an issue the better.

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Explorer ,
Aug 01, 2019 Aug 01, 2019

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I've provided Adobe with a screen recording of the issue and the project file in june, but unfortunately it did work for them.

I'm thinking about uploading this for others to try out, but without providing the fonts I used this probably can't be recreated.

Did they offer to call you?

They send me with the previous version as well and for now we are sticking with it, as we don't need any of the new features.

But this cannot be a long lasting solution.

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Participant ,
Aug 01, 2019 Aug 01, 2019

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I sent them a screen recording and then a comparison recording between V1 and V2 installed. The bug is obvious.

I sent them a Version 1 file with the font we have to use but they just said We don't have the font so the functionality works. Which to be was a dumb answer.

I've spoken to one operator who phoned me and yesterday an Elearning Specialist from Germany called who said she would also pick up the story to get a quicker solution.

We've always figured that the support team for Captivate is much less funded or staffed than for their flagship products like CC. This is being exemplified here.

Half of our developer population is using V1 and some of our files have been saved now as V2 so we are stuck half way. I've issued a yellow warning to our middle managers about it - if it continues I will have to red flag it to Senior Management who may instigate a call to change software or something.

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Explorer ,
Aug 01, 2019 Aug 01, 2019

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For anyone interested (or those still believing we're using this feature something wrong), this is my screen recording:

Captivate 11.5.0.467 replaces missing fonts (which are not missing) with Tahoma - YouTube

Note that the window don't asks for two missing fonts but only one! And that it's ignoring the font selection I made in the dropdown menu.

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Participant ,
Aug 01, 2019 Aug 01, 2019

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Ffami.... yes! That is exactly what happens to us. Says we are using a font we are not, says replace with Tahoma. I click Close or Apply (Does the same thing) and replaces ALL fonts with Tahoma.

If this isn't a bug I don't know what is.

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Most Valuable Participant ,
Aug 01, 2019 Aug 01, 2019

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I will not do that, sorry, prefer spending free time to help users. There is a reason why I convince all my clients and trainees to keep to websafe or Adobe fonts. I may already have mentioned them. Due to 2 important changes:

  1. Switch from the highly standardized SWF output to HTML5 output which is supported by each browser in a different way.
  2. The new challenges of publishing for mobile devices.

In the former SWF output all static text containers were converted to images, which made the use of any system font possible. Only problem (which I had often) was for dynamic text (which had variables embedded, like the score slide after a quiz) where font had to be generated on runtime. That was the first reason why I preferred websafe fonts, and later Adobe fonts.

Situation for responsive output, which is HTML5 only, is totally different since fonts are always generated on runtime. It is very rare that mobile devices have all the fonts that you have installed on your desktop/laptop. Hence an increasing need to keep to those fonts.

If a rare clent insistes on using system fonts, I will convert manually all tet cpntainers to images, but that reamins impossible for dynamic text.

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Participant ,
Aug 01, 2019 Aug 01, 2019

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"I will not do that, sorry, prefer spending free time to help users. There is a reason why I convince all my clients and trainees to keep to websafe or Adobe fonts"

#I_am_a_user

I'm just trying to help fix a blatant issue with Version 2. I thought all users and software supporters would pitch in to help each other towards a common goal. Seeing as you are heavy weight contributor in the Adobe community, your word would be listened to more by Adobe than some of the rest of us.

This font we are using has been licensed by our company as it's brand font. As Americans would say, period.

We cannot deviate from this as it is used in our literature, manuals, website, service guides, documents and others. We cannot separate our eLearning material from that. Therefore we need to find a solution with Adobe.

Only working together will we as a developer community be able to issue information to Adobe that their software is faulty for some/most people and they need to investigate.

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New Here ,
Jul 18, 2019 Jul 18, 2019

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Hopefully I'm not repeating another answer. I did scroll down and I don't think that it was addressed.

Anyway, my response is a question: Does this happen when you first open the software after booting your machine, or is it a persistent thing? 

Reason: When I boot my machine (Win 10) and open up Captivate, it inevitably brings up the font replacement window. I have to sign out, wait for a little while, and then open up Captivate. If I don't immediately open up Captivate, I don't get this issue.

I suspect that it's on the Creative Cloud side of things and how it handles font synchronisation.

If, on the other hand, this happens all the time then it is not something that I have experienced and apologies for wasting any of your time.

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