I have been having an ongoing issue for about a week that is absolutely crippling me.
The problem is that the site that I'm working on uses Typekit fonts exclusively. The fonts display fine in the design pane of Muse. However, when I preview the site in Muse or preview the site in a browser, the text displays completely different fonts.
I contacted Adobe support via chat early on and spent literally hours with a rep on a remote connection. Frustratingly it was evident that the rep was not familiar at all with how to use Muse. I had to keep assisting him to navigate the program and make changes. He would do things like lock elements and then not understand why he couldn’t click on them or move them. To make the situation more frustrating, he evidently couldn’t tell the difference between the Typekit fonts that were showing correctly in the design pane, and the random fonts that were showing in the preview. He kept exclaiming, “See it’s fixed!”, and I’d have to explain that it’s exactly the same as before and point out differences between the fonts so that he could see that it was not, in fact, fixed.
This was already after I had to try to explain the issue five times in five different ways until he (I thought) understood the problem. After getting nowhere on the remote session, he called me and I had to explain again what the issue was. He seemed to be able to understand the words that I was saying, but not to understand what I was actually explaining. It felt like I was going around in circles. He would say things like, “Ok, so to confirm, you have a problem not being able to select the font that you want to use?”. No! This is after hours working on the problem and he still wasn't clear on what the problem is. Eventually, he said that he was going to have to work on it and call me back within 48 hours. Fine. I got a call a day or so later and he said that “It’s working now, you should try it.”.
I give up…
I have no issue with outsourced technical support and I don’t have a personal issue with the representative that “assisted” me. I’m sure he’s a very hard-working gentleman that is doing his best with the resources that he has. My issue is with Adobe’s oversight and management of their technical support. I would expect that the representatives would actually know their way around the product that they are supporting. This can only happen if they receive the right training and resources. Furthermore, their grasp of English, since that is the demographic that they are supporting, should be such that they actually understand clearly what the customer is explaining to them. They should also be able to speak clearly enough themselves that I don’t have to ask for them to repeat themselves 3 times. Again, nothing personal…I’ve had excellent experiences with outsourced support from other companies. But when I’m paying such a high price for Adobe’s subscription service and I encounter an issue that puts a stop to my business, I should be able to have a relatively smooth support experience. I’d hate to think how someone not as patient or polite as me might have handled these interactions.
Well, now that my rant is out of the way, back to the issue at hand…
macOS 10.13.5 (High Sierra)
File Format 386
The font that I’m using primarily is Museo Sans 300 (and 100), but I can reproduce the issue with any Tk font that I’ve tried.
I have tried previewing in Muse, as well as in Chrome, Firefox, and Safari. I have cleared all browser data for these browsers.
I also tried deleting the Tk folders from ~/Library/Preferences/com.adobe.AdobeMuseCC.2018.1/Local Store/ and then restarting Muse and re-adding the web fonts.
Nothing so far has worked.
Here’s what is REALLY weird... I have one bit of text that displays as the correct font in the preview. The only difference about the text that displays correctly is that it has the H1 heading attribute, whereas the others have the paragraph attribute. Obviously, I can't have everything on the page be H1 as that would be a nightmare for SEO.
Have a look at some comparisons. The top line that says "Start Your Adventure" displays the correct font (<h1>). That is the only place where the font is displayed the same between the design pane and the preview. I made another "Start Your Adventure" (<p>) below it (that doesn't display the correct font) so that you could more easily see the difference 1:1. Since the Museo Sans font is pretty standard looking, I also changed the font to Acier BAT Text Gris so that the difference was really evident.
Any ideas would be much appreciated!