Snagit 4.1.4 Theme Font Error On Launch on Mac "This theme contains fonts not installed on your system: Arial-BoldMT"

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I only get this error running the latest version of Snagit 4.1.4 on Mac on El Cap and Sierra. I was originally on El Cap thinking upgrading to Sierra would resolve the error, but I get the error with Sierra too. If I downgrade to version 4.0.7, which is the previous version I don't get the error on launch. "This theme contains fonts not installed on your system: Arial-BoldMT Snagit will substitute a system font for each missing font. You can install or enable the missing fonts and try again."

Oddly enough we upgraded my co-workers Snagit to the latest version on Mac 4.1.4 and they do not get any errors on launch. I scoured the internet and also compared fonts on our systems, which were identical. I'm starting to think this is some kind of false error, very annoying.

Any help would be greatly appreciated.
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Live Once

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Posted 1 year ago

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Jason Eagleston, Employee

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Hi, 

Sorry for the trouble with Snagit. Could you open the "Font Book" application on your system. It should be located in the normal /Applications folder. Once that is opened, check to see if you possibly have that font marked as
disabled




If you see it disabled, you can right-click and enable it. 
If you don't see it listed, you could have your co-worker send you that font, it can be exported from the Font Book (assuming you all have legal rights to that font). 

Let us know if you need any assistance with this or with that font installed you still receive the error message. 

Thanks!
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Live Once

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Jason, first off I want to thank you for your reply. I really thought my post would fall into a black hole and I would not hear from anyone, let alone directly from an employee of Techsmith.

Your suggestion worked! I've been dealing with this error for a while and it's just been bugging me! I'm fairly familiar with MAC OS and I had gotten to the point of thinking that I should rebuild my system from scratch to try to fix this. You saved me a lot of time and headache.

Kudos to you and the Techsmith team! All of your products are wonderful. You've earned a loyal customer for life!
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Jason Eagleston, Employee

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Hey, that's great to hear! Fonts can be tricky since they are kinda buried in the operating system, so no worries :).

Out of curiosity, was it disabled or missing altogether? I ask because you indicated that you were repeatedly receiving the error message (I think?)...and we have special logic to only show that error once since we should be substituting a font that is working. So, maybe there is a lingering bug there that we can squash. 

Anyhow, we're super happy that you are happy!
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pjonesCET

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Although Original Poster has answered your follow up question as to whether it was a Missing or disabled font. You could also have the issue of more than one copy of the font installed. Mac OS are "Funny" about that the system only allow for one copy of the same font in the system. Unlike windows you can have 50 copies of the same font it just randomly pick one to use each time it is started re Restarted. Mac use only one copy  a font. So a duplicate, Missing, defective font can cause all types of issues.
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Live Once

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Jason,

All of the Arial fonts were disabled. I only got the error at initial launch, where I would click OK on the error dialog and then the application would launch and I could use without issues. If I completely closed Snagit and launched again I would get the error. I'm guessing the latest version of Snagit for MAC uses different fonts for the theme than the latest 4.1.4 version, which is why I did not get any errors for version 4.0.7 and earlier?

The error indicated an "Arial-BoldMT" font being substituted, but from some research I think postscript interprets it as just Arial Bold or some to that effect. I'm not well versed with fonts so I could be wrong. I did go online and downloaded the Arial-BoldMT font and put into my ~/Library/Font directory but then I got the same error but indicating a different Arial font being substituted. By then I decided to just let the issue go before I gave it one last try and create a login and post on the Techsmith forum.

Here are screenshots with the fix that I marked up, which could be useful for others if they run into the issue. I assumed it was just an issue with me because if this were an actual bug with the application I would have surely found others talking about it in forums or an identical reference to the issue, which I did not. Then an updated would have been released by now to fix the known issue. Also, updating my co-workers MAC to ver. 4.1.4 did not produce any errors and the fonts on our systems were identical when I performed a diff.

Thanks again for your input and support @Techsmith #Techsmith rocks!


(Edited)
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maggie.5216

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Hello Jason , i have the exact same problem , i tried to disable All Arial fonts then re-able , still , the error message pops out every time when I start Snagit , even after I reinstalled from Apple store with latest version 2018.1.2  help please ~~
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Jason Eagleston, Employee

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That is strange, if all of those fonts are enabled, we've had really good luck avoiding this error dialog. Was Snagit completely closed out when you enabled all of the Arial fonts? 
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mz

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Jason - are there any plans to allow font substitution in case any of us want to or need to disable the ArialMT font?
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Jason Eagleston, Employee

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I will write up a new bug to investigate 1) why maggie is still getting the error dialog and 2) what options we have for substituting a different default font. 

Thanks for all of the feedback. 
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Jason Eagleston, Employee

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We dug deeper into this issue (1 & 2). For #1, we weren't able to reproduce the error dialog where all of the appropriate fonts were enabled in Font Book.app. Do you have any additional steps or information that might help us out Maggie? 

For #2, our user experience designers are going to discuss possible ideas for how we might expose the default font for themes to be user-defined. 

Thanks for the help!
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Yue Wang

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Enabling Arial family in Font Book works for me! Thanks Jason.