Typekit popup in Illustrator says no internet connection

Report · Dec 18, 2014

I've got a company subscription to Creative Cloud and have DreamWeaver, Photoshop, Acrobat, Bridge and Illustrator installed.

I have just tried to open an Illustrator doc but a Typekit window has just appeared telling me it has 2 missing fonts.

But, it also says I have 'no internet connection' which is obviously wrong as I am posting here.

On my Plans & Products page it says I've got:

Creative Cloud for teams

Contact your team administrator to make changes to your team membership.

But nothing under Products.

Is that right?

The missing fonts don't seem t be in Typekit anyway, but how can I get it to recognise I do have an internet connection?

Report · Dec 18, 2014

Hi Dave,

This is Ben from Typekit. I'm sorry you ran into trouble here. I've not run into this issue before. There are a few things we can check right away to start debugging this:

- First, would you try signing out of the Creative Cloud app and see if this solves the issue? It's under Gear > Preferences > General > Account.

- Could you try quitting/restarting the Creative Cloud app. Did this solve the issue?

- Could you try Turning File and Font Sync off under: Gear > Preferences > Fonts. Wait a second, then turn it back on. See if the font/s show up and if not, try syncing again. Did this solve it?

- Could you tell me if you're on the Windows/Mac OS X and the version?

If none of those worked, would you write us an email at: support@typekit.com and attach the CoreSync files and send those over?

On the Mac, the folder can be found here:

/Library/Application Support/Adobe/CoreSync/CoreSync-yyyy-mm-dd.log

(You'll want to open the Finder, click Go, in the menu, hold down the "option" key and you'll see the Library folder.)

On Windows:

You can find the files under: C:\Users\user name\AppData\Roaming\Adobe\CoreSync\coreSync-2013-08-xx.log

I know this is a lot. Thanks for your help here. Let me know and we'll take it from there.

Cheers,

Benjamin

Report · Dec 19, 2014

Hi Ben, thanks for helping me.

I signed out of CC, quit & restarted it. It then synced 5 fonts - four Open Sans which I had specified previously and Futura PT which I was thinking of using as a substitute for the Illustrator file I'm trying to use. It uses FuturaBT-Book and P22Freely which don't seem to be on Typekit.

So it seems to be syncing OK, but Illustrator still says I have no internet connection.

I'm on:

windoze 7 Professional.

Version 6.1.7601 Service Pack 1 Build 7601.

x64-based PC.

Processor Intel(R) Pentium(R) CPU G2020 @ 2.90GHz, 2900 Mhz, 2 Core(s), 2 Logical Processor(s)

And I'll email the log file with the same subject line as this post.

David

Report · Dec 19, 2014

Hi David,

Great. I got your email and replied. We'll pick this up there and once I know what happened, I can leave a note here.

Cheers,

Benjamin