"Missing fonts" conflict when opening Indesign documents daily

New Here ,
Dec 17, 2021 Dec 17, 2021

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Hello,

 

My colleagues and me are experiencing a font activation problem, every time we open Indesign files on our office workstations. We use Neue Haas Grotesk Text & Display as our corporate font, and have it activated via Adobe Fonts on all computers. Strangely enough, I think this problem only occurs with the Text fonts, not with the Display ones.

 

Our Indesign files are opened and edited on multiple computers frequently, and every time a different computer opens the files, a "missing fonts" error pops up, even after the previous person replaced the "missing" Neue Haas.

There seems to be some conflict somewhere with the font files, because I have noticed that the system keeps differentiating between "Neue Haas Grotesk Text Std" and "Neue Haas Grotesk Text (OTF)". Sometimes Std is available and the system searches for OTF, sometimes the other way around. I get the same errors when opening the files on my personal computer at home, which also has the entire font family installed through Adobe.

 

Apart from this there's a second error, which I think I've already solved, where the system keeps looking for weights such as "regular", "bold", etc. Whereas it should be "55 Roman", "65 Medium", etc. I discovered that my Windows already had a protected system font version of Neue Haas installed, which had Regular, bold, etc. as weights. Apparently these conflicted with the Adobe Fonts version. After uninstalling this system font this problem seems to have disappeared, but the "Std / OTF" problem hasn't.

 

This is a very frustrating problem which costs us precious time every day. I hope anyone can give me some insight on how to solve this issue. Thanks!

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Adobe Employee ,
Dec 17, 2021 Dec 17, 2021

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Hi Jules5FE3,

 

We are sorry for the frustration. We would like to know if you're experiencing the issue with InDesign only or with other Adobe products as well.

 

We will try our best to help.

 

Thanks,

Harshika

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New Here ,
Dec 20, 2021 Dec 20, 2021

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Hey! Thank you for your reply.

 

I think it only happens in InDesign but I can't be 100% sure. Opening some Illustrator files a minute ago hasn't brought up any errors, so at the very least it doesn't happen as often as in InDesign.

 

Another detail I've noticed is that on my home computer, there is no mention of the (OTF) version anywhere; here I actually get a Neue Haas without Std or OTF. I do also see the "Std" version in my dropdown list as a separate, non-Adobe font though.

 

So to summarise: on my office workstation I only ever see OTF and Std, on my personal computer I see Std and a version with nothing at the end. The OTF version and the version with nothing at the end both have the adobe fonts cloud icon, and the Std version gets treated as a non-Adobe font with an OpenType icon.

 

I think somehow getting rid of the Std version would solve the problem.

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Adobe Employee ,
Dec 28, 2021 Dec 28, 2021

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Moving the thread into InDesign community for further help and our InDesign experts will be able to help you.

 

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Adobe Employee ,
Dec 28, 2021 Dec 28, 2021

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Hi there,

 

Sorry about the trouble. Could it be possible for you to package this document, including fonts, and share the download link here or via DM with me? Also, you can move the std version from the fonts folder to the desktop to check. If it works, then the std version is the culprit. If not, then I will check this at my end.

 

I will be looking forward to your response.

 

Thanks & Regards,

Anshul Saini

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