Skip to main content
Code42 Support

Text Cut Off Or Text Not Displaying On Mac OS X

Applies to:
  • CrashPlan PRO
  • CrashPlan PROe

Overview

If you experience text display issues when using CrashPlan on Mac OS X, this is usually related to having either a corrupt or duplicate third-party font on your system. Here is an example (notice there is no text next to the folder icon in the Files section or next to the icons in the Inbound section):

Text Not Displaying

Affects

The CrashPlan app on Mac OS X

Before you begin

Create a new user account on your Mac for troubleshooting purposes via System Preferences > Accounts.

NOTE: Before proceeding, make sure you remember your primary account's password.

Recommended solution

Isolate the issue

Fonts on Mac OS X reside in two places: within user accounts and system-wide. The first step in troubleshooting is to identify whether this is an issue with a user font or a system font.

  1. Log out of your primary user account
  2. Log in to the new user account
  3. Open the CrashPlan app and sign in
  4. Check to see if text displays correctly in the CrashPlan app
    • If text displays correctly, then the font issue is at the user level
    • If text does not display correctly, then the issue is at the system level

To resolve (user font)

If the issue is with a user level font:

  1. Log out of the new user account
  2. Log in to your primary user account
  3. Create a new folder on your Desktop
  4. Move (not copy) all of the fonts in /Users/your-username/Library/Fonts to the newly created folder
  5. Restart your computer
  6. Check the CrashPlan app to see if text displays correctly

You may need some of the fonts that you moved. Move the fonts back into /Users/your-username/Library/Fonts a few at a time. Restart between each step and verify in the CrashPlan app that text continues to display correctly.

If the text problem returns after moving a font back to /Users/your-username/Library/Fonts, then the last moved font file is corrupt and must be removed from /Users/your-username/Library/Fonts.

To resolve (system font)

If the text problem persists after logging into the new user account, then the issue resides at the system level.

1. look for duplicate fonts

You may have a duplicate font on your system. CrashPlan uses LucidaGrande and Arial, so focus on those two fonts first. Follow these steps to check for duplicate fonts, and also consider Apple's recommendations on duplicate fonts.

  1. Log in to the Mac OS with your primary user account or as an administrative user
  2. Open Applications > FontBook
  3. Look for fonts with a dot next to the name, which indicates a duplicate. To resolve, select the version of the font you wish to use:
    1. Hover over each font to display the type, version, and path information to help determine which font to use, and which to disable
    2. Go to Edit > Resolve Duplicates ???
      This turns off other copies
  4. Restart your computer
  5. Open the CrashPlan app from your primary user account and sign in to verify that text displays correctly

2. validate fonts

If there are no duplicate fonts on your system, the next troubleshooting step is to validate your system fonts.

  1. Log in to the Mac OS with your primary user account or as an administrative user
  2. Open Applications > FontBook
  3. Select All Fonts
  4. Go to Edit > Select All to select all fonts
  5. Go to File > Validate Font
    ??????Validate Font is a scan that detects problem fonts
  6. If Validate Font finds a problem
    1. Check the box next to the problem font
    2. Select Remove Checked
  7. Restart your computer
  8. Open the CrashPlan app from your primary user account and sign in to verify that text displays correctly

If you continue to experience this text display issue, please contact Support. Include screenshots of each window where text displays incorrectly.

Related topics