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Today 11:00 AM
Font installation on iOS.
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Adobe Customer Care Virtual Assistant
Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.
11:00 AM
Adobe Customer Care Virtual Assistant
You need help downloading your apps. Is that right?
11:00 AM
No
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Adobe Customer Care Virtual Assistant
I'm still learning. Could you describe the issue differently or tell me your goal?
11:00 AM
One font’s installation is hanging up even after app reinstall/restart.
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Adobe Customer Care Virtual Assistant
To confirm, you need help with a frozen install or crashing app. Is that right?
11:01 AM
Yes
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Adobe Customer Care Virtual Assistant
I can help you with that.
You can find a tool to help you at https://adobe.com/go/install-frozen
11:01 AM
Adobe Customer Care Virtual Assistant
Did that help?
11:01 AM
No
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Adobe Customer Care Virtual Assistant
Would you like to chat with an agent?
11:01 AM
Yes, chat with an agent
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Adobe Customer Care Virtual Assistant
Ok. Connecting you to an agent who can help.
11:01 AM
Connecting you with a specialist as soon as possible.
Your estimated wait time is currently less than one minute
Hello. Arpita is your support representative today, and is reviewing the chat conversation so far. If you need to share sensitive information, such as credit card number, please wait for them to give you steps to share it securely.
Arpita
Hello , I'd be happy to help you today, let me first pull up your account information to access your details
11:02 AM
Howdy! This issue is regarding Adobe Caslon Pro, specifically. It has been persistent across multiple app and ios versions. Only one variant of the six (Semi-Bold) installs successfully. The rest stay hung up on the wait wheel.
Oh also it’s across multiple devices as well somehow….
I’m sorry to be so petty with this but that specific font is 90% of the reason I maintain a CC subscription lol
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Arpita
Thanks, May I know if the fonts are activated from the website ?
11:04 AM
Yes, I have activated that font also on a web project on the website, if that’s what you mean. I have not tried deactivating and reactivating it there because I don’t know how quickly that change would show up in typekit and it is live on two sites at the moment.
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Arpita
May I know with which Adobe application you use the fonts ?
11:06 AM
I use Creative Cloud for iOS (id852473028) and Creative Cloud for Windows.
Come to think of it, it’s been a while since I tried on Windows. I’ll do that now.
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Arpita
It sounds like you need help solving a technical issue. Let me transfer you to a technical support agent who can assist you.
11:09 AM
Connecting you with a specialist as soon as possible.
You are now connected to our photo products specialist, JOLLY to help you further. Please give them a moment to review the chat conversation so far.
JOLLY
Hello, I'd be happy to help you today, let me first pull up your account information and access your details.
Thank you for the information, I see that you are facing issue with fonts on your application is that correct? before I proceed further could you please provide me the following details:
Please provide your system information:
1.) Product name and version
2.) Operating System (Win/MAC)
3.) OS version
Please provide your system information:
1.) Product name and version
2.) Operating System (Win/MAC)
3.) OS version
11:12 AM
If you wouldn't mind giving me just a sec to make sure everything on my windows machine is up to date so I can confirm it's cross-platofmr, that'd be great.
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JOLLY
Alright sure you can, and let me know if the issue is with you fonts and may I know if you have creative cloud installed on your computer?
11:16 AM
Yes and yes. Two Windows machines right now and my iPhone 12 Pro Max, which is technically on a beta iOS build (15.3,) but I've been having this issue with this one font for several months, across both public and beta builds of both iOS and Windows.
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JOLLY
Alright David do you need assistance on getting back your fonts is that correct, and do you need assistance on your Windows or mac, it seems that you are mentioning both?
11:21 AM
I can now confirm that it is *not* an issue on Windows. I was just now able to install all six variants and see them rendered correctly on my Windows machine after briefly deactivating, reactivating, and then reinstalling them on my Windows machine.
I just tried the equivalent process on my iOS device and i've still got the same problem there. Would it be alright if I sent screenshots? I can use my hosting service and send direct links to the images.
I think that would explain a lot better where I'm at.
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JOLLY
David it seems like we do not have an option to have view screen shots, but however we can troubleshoot on the issues manually, could you please launch creative cloud and please go to the right hand top corner where you find the icon that looks like "F" and please click and let me know if you are able to find and locate the fonts?
11:28 AM
So sorry to have taken you this far... but I've solved my issue!
Specifically, I had to *sign out* of Creative Cloud fo iOS, uninstall it, restart my iPhone, reinstall Creative Cloud for iOS, and *then* I was able to succesfully install all 6 variants.
Probably a gosh darn cache issue...
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JOLLY
Alright David, please check and let me know if all your fonts are in place and the applications are working fine.
11:34 AM
I have verified all six variants are installed correctly and rendering in my text apps! Thank you for your time! If it'd be possible for me to quote *just my messages* from this chat in a public blog post, I'd appreciate it.
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JOLLY
Thank you for your time and do contact us if there is any assistance required on your applications.
Happy to help. You may receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!
11:37 AM
I will do that. Thank you and have a good day.
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JOLLY
Thank you Happy holidays.
11:38 AM
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