Foxit reader not showing correct font (but only in my pc)

[Cyrix386]

When opening pdf files made with Helvetica font, foxit shows them in a very weird font. If I view the file properties, at fonts says:

Helvetica
Type:Type1
Encoding:Ansi
Actual Font:Alien League
Actual Font Type:TrueType

At first, this only happened if I opened the file within a browser. But from yesterday It also happens in Foxit reader app.
That "Alien League" font is not even installed in my PC

If I open the same file in another pc with foxit, it shows it normally, and at properties says "Actual Font:Arial"

I have tried to uninstall Foxit reader from my pc, and delete all foxit settings in registry, but when I reinstall,
the same problem appears again.

How can I tell foxit reader to substitute Helvetica with Arial as it does at the rest of computers?

Thanks in advance.

[richell_huang]

Thank you for reporting it. Would you mind create a ticket from Create ticket to submit the file you mentioned so we can forward it to my team for further investigation? Thank you.

[Cyrix386]

Thank you for reporting it. Would you mind create a ticket from Create ticket to submit the file you mentioned so we can forward it to my team for further investigation? Thank you.

The fact is that if I send the file you will not be able to reproduce the problem, because it only happens in my pc. If I open the file in any other pc with Foxit Reader (or even in a virtual pc inside my pc) it opens correctly.

I think that if I could remove completely foxit reader and do a fresh install the problem would dissapear, but all of my attempts fail, altough I remove al references to foxit sofware in regedit.

[Lisa_lee]

Cyrix386 ,Thanks for your response. Please try to delete the Foxit Software registry entries by doing the following to see it helps:
Go to "Start"->"Run"-> input regedit -> find "HKEY_CURRENT_USER\Software\Foxit Software", please right click on the "Foxit Software" folder and select "delete" option in the pop-up context menu to delete the whole folder of Foxit Software.
If the issue still persists,please help to provide with the following information for us:
1:Your OS information(E.g.windows 10x64bit).
2: Did this issue happen to all PDF files on your computer or just some specific PDF files? Please send us one PDF file sample.
3:Take a screenshot of the PDF file contents to show what you could see in the PDF file？
4:Take a screenshot of the file properties to show us what fonts are shown there?
5:Please help to use the LiceCap tool to generate an animated gif that shows the whole procedures about how you could replicate this issue:
Here's the download link:

http://sync-us.foxitsoftware.com/iss/Tools/LICEcap.zip

(Unzip it, then double-click on licecap file, you can then specify the recording area then hit "Record", it requires naming the file first then start recording.)

Look forward to your reply.

[Cyrix386]

Cyrix386 ,Thanks for your response. Please try to delete the Foxit Software registry entries by doing the following to see it helps:
Go to "Start"->"Run"-> input regedit -> find "HKEY_CURRENT_USER\Software\Foxit Software", please right click on the "Foxit Software" folder and select "delete" option in the pop-up context menu to delete the whole folder of Foxit Software.
If the issue still persists,please help to provide with the following information for us:
1:Your OS information(E.g.windows 10x64bit).
2: Did this issue happen to all PDF files on your computer or just some specific PDF files? Please send us one PDF file sample.
3:Take a screenshot of the PDF file contents to show what you could see in the PDF file？
4:Take a screenshot of the file properties to show us what fonts are shown there?
5:Please help to use the LiceCap tool to generate an animated gif that shows the whole procedures about how you could replicate this issue:
Here's the download link:

http://sync-us.foxitsoftware.com/iss/Tools/LICEcap.zip

(Unzip it, then double-click on licecap file, you can then specify the recording area then hit "Record", it requires naming the file first then start recording.)

Look forward to your reply.

Hello, thanks for your reply. These are the answers to your questions.

1: Windows 10 Pro 21H1, compilation 19043.1320

2: This happens in all pdf files that use Helvetica font. Foxit reader replaces the font with "Alien League", a font that as far as I know is not even installed in my pc.

An example file could be this one:
https://www.aragon.es/documents/2012...a-5e96b37453e0

3 and 4: This is a screenshot of how I see the document in foxit reader:



This is a screenshot of how the properties of the file look:






This is a screenshot of how I see the same document if I open it in Adobe acrobat reader:








I cannot make a gif on how to reproduce the issue, as this problem it ONLY happens in my desktop PC. If I open the files on my
laptop or on another PCs they look ok, and at the propperties of the file I see that the helvetiva font has been replaced with Arial


Things that I have tried:

1 Uninstall Foxit reader, download last version and reinstall
2 Delete foxit software folder in regedit, delete "c:\program files (x86)\foxit software" folder and repeat step 1
3 I have 4 users in this pc and the problem exists in all 4 users.

I think the problem is a bad configuration of the Foxit Software settings, and if I coud know where is it, and delete it,
the problem would dissappear.

More info: If I uninstall foxit reader, delete all the registry entries, and then open the same file IN A BROWSER
(no matters if it is brave or chrome) the file keeps looking bad. It is like altough I have deleted foxit reader,
it's browser plugin keeps installed in my pc, and "he" is "who" rettains that bad configuration that makes
it to replace helvetica font with "Alien League" font.
But I don't know how to remove that browser plugin to make a full clean reinstallation of foxit reader.



EDIT:

This user seem to have exactly the same problem as me:
https://forums.foxitsoftware.com/for...t-substitution

[Roy_Chen]

Cyrix386
Thanks for your report, I already submitted it to our Develop team as report id#QCPHANTOM-28808, will forward an update the moment I have it. BTW, the example file link cannot be accessed.

[Cyrix386]

Cyrix386
Thanks for your report, I already submitted it to our Develop team as report id#QCPHANTOM-28808, will forward an update the moment I have it. BTW, the example file link cannot be accessed.

I have uploaded the file to wetransfer:

https://we.tl/t-qc7RQcnqRq

Aditionally, I try to upload it to this post

[richell_huang]

Thank you for the file, it has been forwarded to my team for further investigation, hope it helps.

[Roy_Chen]

Cyrix386
Is it possible to also have your Helvetica.TTF file for further investigating? Appreciate it.

[Cyrix386]

Cyrix386
Is it possible to also have your Helvetica.TTF file for further investigating? Appreciate it.

https://we.tl/t-iW3hveosuJ

[cherry]

Cyrix386

Thanks for the .TTF file, we've forwarded it to our engineer for further investigation.

[ekael]

cherry Hello ! i join this conversation because i have exactly the same problem (helvetica rendered using bad or inexisting font on my computer, resulting in almost unreadable documents, and Adobe reader show them normally)
WINDOWS 10 20H2
and i tried the same things you indicated above. Do you want me to send you files or anything ?

[ekael]

Here is a capture of the rendering of a file

[conte.carli]

I've got exactly the same problem. I have only seen it happening with Helvetica, which is shown as "Actual Font: Alien League" and when the font is not embedded. This doesn't happen in every document, though currently I seem to have a 50:50 chance of a document not rendering the font correctly.

It also does not matter which software created the PDF. I have seen a large array of different software including different versions of iText and GhostScript. In one case GPL Ghostscript 9.15 had Helvetica not embedded and rendered it as "Alien League". In another case, a receipt from the same firm was created using GPL Ghostscript 9.26 which did embed the font (or a subset of it).

[Cyrix386]

I've got exactly the same problem. I have only seen it happening with Helvetica, which is shown as "Actual Font: Alien League" and when the font is not embedded. This doesn't happen in every document, though currently I seem to have a 50:50 chance of a document not rendering the font correctly.

It also does not matter which software created the PDF. I have seen a large array of different software including different versions of iText and GhostScript. In one case GPL Ghostscript 9.15 had Helvetica not embedded and rendered it as "Alien League". In another case, a receipt from the same firm was created using GPL Ghostscript 9.26 which did embed the font (or a subset of it).

Wow! That's exactly the same as what happens to me. The same fonts: Helvetica replaced with "Alien League". If you try to open the file in another computer, I bet you see the file with the correct fonts. I just have the problem in my PC, but with all the users in my PC.