Issues with Montserrat Font Display and Export in Word Documents

Question

I need assistance with a recurring issue we are experiencing with the Montserrat font in Word documents. This issue affects our team in Poland, where the documents are created, and our client in the USA, who uses these documents.

1. Software and Systems:
   • All operating systems and software (Microsoft Word) are updated to the latest versions on both ends. All involved team members use Windows 10.
2. Problem Scope:
   • The issue is specific to the Montserrat font and occurs bidirectionally—when documents are created in Poland and opened in the USA and vice versa.
   • The Montserrat font displays as Cyrillic characters instead of the correct Latin letters.
   • The problem manifests in the Word application and when exporting documents to PDF.
   • When exporting to PDF, the fonts sometimes appear garbled or as incorrect characters.
   • Using "Microsoft Print to PDF" displays the correct font but loses links in the table of contents.
3. Taken troubleshooting steps:
   • Font Reinstallation: We have reinstalled the Montserrat font on both ends (downloaded from Google Fonts by both us and the client).
   • System Font Settings: We disabled the "Rely on system fonts only" option within Adobe PDF Export module.
   • Font Substitution: We tested using a different font, such as Gotham, which works correctly. The problem occurs only with Montserrat.
   • Export Methods: We experimented with many different PDF export methods, including "Microsoft Print to PDF" and "Export as PDF.", different combinations for encoding settings, font embedding etc.
4. Findings:
   • The version of Montserrat from Google Fonts (Latin Unicode) seems to differ from the version used in the USA (US Unicode).
   • The issue is related to font encoding during the PDF export process.
5. Font Display Issues:
   • When opening documents with Montserrat-Regular, the font sometimes displays as Cyrillic characters. This occurs even after reinstalling the font and rebooting the system. The problem was consistently replicated across multiple devices and systems. To solve it, the user needed to open up the styles tab. After this, the font was automatically updated across the document.
6. PDF Export Issues:
   • Exporting documents to PDF using "Microsoft Print to PDF" preserves the font display but removes hyperlinks in the table of contents.
   • Using the "Save as PDF" or "Print to Adobe PDF" methods results in incorrect character display. Montserrat is not found and is substituted with Courier.
7. Steps Taken:
   • We created different versions of the files with and without embedded fonts and tested various encoding settings.
   • We observed that after opening the text styles panel in Word, the font sometimes temporarily corrects itself. However, upon saving and reopening, the issue persists.
8. Workarounds:
   • Switching to Gotham font resolved the issue, indicating the problem is specific to Montserrat.
   • We discovered that removing font embedding might help, but consistent results were not achieved.

Thank you for your assistance.

Answer 1

Dlaczego piszesz po angielsku na polskim forum?

/pl-pl

Pozdrawiam.