Lacking support

Report · Jan 20, 2017

we know about your issue so far. It relates to:

Acrobat Change

How-to's and troubleshooting Change

How-to's Change

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You are now chatting with Shobha .
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6:31:41 AM

Shobha :

Hello! Welcome to Adobe support.

6:31:41 AM

Shobha :

Please allow me 1-2 minute(s) to review your account details.

6:33:53 AM

Shobha :

Is the font installed in your system?

6:34:20 AM

Customer:

Likely not so that is why I am getting this error. We need to know where to find font and how to install

6:35:05 AM

Shobha :

do you want to embed the font in acrobat?

6:35:25 AM

Shobha :

or do you want to install the font in your system?

6:35:59 AM

Customer:

sure, basically just need to stop this from happening. We cannot control the fonts the source is using so we need to make this change in our system

6:37:51 AM

Shobha :

Please confirm is the font installed in your system?

6:38:35 AM

Customer:

To be honest I do not know how to check that, so I cannot answer that question

6:40:03 AM

Shobha :

Are you on windows or mac?

6:40:08 AM

Customer:

Windows

6:43:15 AM

Shobha :

may I know the version of windows?

6:43:37 AM

Customer:

10

6:44:10 AM

Shobha :

https://www.cnet.com/how-to/how-to-add-remove-and-modify-fonts-in-windows-10/

6:44:16 AM

Shobha :

Here is a link that may help you

6:45:32 AM

Customer:

so adobe takes the fonts from windows and does not have its own fonts

6:48:14 AM

Shobha :

If acrobat already do not have the fonts embeded then we have to embed the font

6:48:52 AM

Shobha :

bet before that we have to check that is the font is already installed in your system or not.

6:49:22 AM

Shobha :

if yes then we can easily embed the font if not then we have to install it in system then we can embed in acrobat

6:49:51 AM

Customer:

so step one add to windows. After that is done we have a second step to embed in acrobat?

6:50:20 AM

Shobha :

yes

6:50:43 AM

Customer:

so the directions for step one are clear, now how do we do step 2?

6:51:20 AM

Shobha :

https://helpx.adobe.com/acrobat/using/pdf-fonts.html

6:52:09 AM

Shobha :

please go thorough the above link

6:52:52 AM

Customer:

ok, did not know about adobe distiller

6:53:46 AM

Customer:

So we will test this out today

6:53:56 AM

Shobha :

Adobe distiller is the part of Acrobat

6:54:08 AM

Shobha :

it comes with acrobat only

6:54:22 AM

Customer:

that is a vague term

6:54:33 AM

Customer:

you mean dc or reader?

6:54:46 AM

Shobha :

Acrobat pro dc

6:55:04 AM

Customer:

this pc has it but what do I do for ones that do not?

6:55:50 AM

Shobha :

Sorry I do not understand please Explain

6:57:08 AM

Customer:

ummm

6:57:44 AM

Customer:

The program Acrobat Pro DC can do we have you explained above. This individual computer has it installed

6:57:55 AM

Customer:

Not all of the work PCs have it

6:58:06 AM

Customer:

The majority use Acrobat reader

6:58:14 AM

Customer:

They just need to read and do not do any editing

6:59:08 AM

Shobha :

No Acrobat Reader dc is a free product you can only read the document in acrobat reader for editing you need acrobat pro dc'

6:59:28 AM

Customer:

please read above

7:01:04 AM

Shobha :

Sorry for the above statement.

7:01:44 AM

Shobha :

if they need to read the document only then acrobat reader is the good option.

7:02:22 AM

Customer:

yes and the problem that we started this whole discussion for still exists

7:04:44 AM

Customer:

keeping it simple. We just need to font in all versions of acrobat so that we can read a document

7:04:46 AM

Shobha :

Steve I would like to inform you that we only support to embed the font in acrobat.

7:05:13 AM

Customer:

Yes we are talking about Adobe Acrobat

7:05:34 AM

Customer:

I open a document, it says missing font. The image is not clearly visible and portions are missing

7:05:48 AM

Shobha :

So is it font is installed in your system?

7:05:52 AM

Customer:

So how do we fix that for Adobe Reader

7:06:05 AM

Customer:

You stated it was a two part process. We have part one down

7:06:24 AM

Customer:

do both parts need to be done with the Reader version or just the first part?

7:07:04 AM

Shobha :

i am sorry as I have already informed you that Acrobat reader is a free application we do not support Reader over chat and calls we only sup[port Acrobat pro dc

7:07:32 AM

Shobha :

we do have different team for this.

7:07:54 AM

Shobha :

Please visit Adobe User Forums at http://www.adobe.com/support/forums

7:08:22 AM

Customer:

So even customers who purchase DC, and spend the time on the chat to fix DC you now make us to go to a second chat to address the problem with a similar platform?

7:08:46 AM

Customer:

I gotta post this chat on the forum

.

Report · Jan 20, 2017

The first part of the conversation (The one that actually describes the problem) is not shown here.

My best guess is that you are getting PDFs from some outside source, and the fonts are not showing up correctly in them.

If that is the case, then, it all boils down to is this: For the font to display properly on systems that do not have that font installed, the PDF needs to have been set by the creator of the PDF to embed fonts.

If that was not done, the file could be opened in a copy of DC on a system that did have the fonts installed, and the fonts could be embedded after the fact.

If you don't have the fonts on any of your systems, then you will need to go back to the creator of the PDF and ask that they embed the fonts.

Report · Jan 20, 2017

You posted this in the non-technical Lounge forum. I am going to move you to an Acrobat forum.

Please be sure to come back and state your exact question—it does not appear on the thread you posted, and like SJRiegel said, we are left to guess.

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