Japanese character not shown


when we create a document in 365, it shows this instead of Japanese

but my word preview shows me this

Why does 365 look different?

Hi Stefan,

Most likely you don’t have that specific font installed in D365 environment. You can confirm it by navigating to Docentric AX Workspace > Docentric AX Parameters > Templates > Template fonts > Show installed fonts.

Hi Semir,

I have installed the fonts now. Does not work. Even after changing some labels to Calibri light, which was listed as custom AOT font, it does not show the Japanese characters.

Hi Stefan,

If you have fonts in AOS and still don’t get them printed, then it is possible that they are not installed on the computer where the Document Routing Agent (DRA) service runs. DRA makes sure that print jobs are sent from the cloud to the local printers. Find out which computer with the DRA is controlling the printer where you are printing your report. Then see if you have the font installed on the operating system. If not, find the font file (.ttf format) and install it for ALL users. Restart the service and try again.

Please let us know if this helped.

Hi again, Stefan,

My previous reply was not complete. It targets printing to printers only. A more complete explanation how to troubleshoot the font issue follows below.

Based on our experience from similar issues I recommend that you first generate a PDF report (e.g. by using Docentric AX Designer and download the generated report as PDF file).

Then open this PDF file with some PDF reader which can show you the fonts, used in the file. I am using Adobe Acrobat Reader for that. Select File > Properties > Fonts and I can see there which fonts the document uses. We’ve seen in the past that even if you use Calibri in your template the generated PDF report used some other font (e.g. Microsoft YaHei). Then add this font to the custom fonts in Docentric AX parameters > Templates using the font upload feature. You should get correct output.

It’s weired…

Adobe shows me these fonts

They are in 365 (include DRA)

I checked the PDF in Adobe Pro. Font there is Calibri, I copied the text into word, font MS gothic with correctly shown letters. Back to the same PDF, font Kozuka and shown correctly. I’m really lost now…

Thank you for posting the issue in our Community forum, @StefanVollbrecht!

We organized a quick call and solved the issue by uploading the missing fonts to D365FO.


It seems I have a similar issue, and I wonder if you can help.

We regularly create invoices with mixed character sets - mainly English but with Chinese or Japanese characters in the invoice lines.

In the Designer, when generating the preview (PDF or Word format), the Chinese characters are displayed correctly, but when we print the invoice from D365, the characters appear as boxes on the screen and also in the downloaded PDF file. On the other hand, when I download a Word copy of the same file from the viewer, the characters are displayed correctly.

Our company has a “No Word file” policy - all documents must be sent as PDF - how can I get the screen and PDF to display Kanji as in the Word document?

Many thanks in advance!

Hello @JohnR, thank you for reaching out.

You have reported a known font-related issue, and we can help you effectively resolve this issue.

In short, the reason for this behavior is the fact that the fonts required to display the Chinese and Japanese glyphs, which are available on your PC, are not available when printing documents based on Docentric templates from a cloud environment (read more).

Determine the missing fonts

We need to focus on the PDF format generated in design time since this is the format where the output documents display the characters correctly. Please generate a PDF preview from the Designer with the template and data source that results in such a mixed-character document. Since I have a similar template, I see that in my case, the font used to render the Chinese glyphs is MS Yahei.

Open Document Properties > Fonts of your PDF file by right-clicking anywhere in the generated PDF document.

My test template was designed using the Arial font, but the font used for rendering the Chinese glyphs in the above image is the one that is not used in the template: MS Yahei.

Please note that when designing the templates, there may be slight differences between the font results in the generated PDF documents between different users, and these differences are related to the fonts available on our PCs. Therefore, font substitution occurs, which may lead to different results in the PDF properties.

However, we will eventually have to take care of the documents generated in your environment at run time by uploading the missing fonts to D365FO, which should solve the problem.

Upload the missing fonts to D365FO

First, we need to make sure what fonts are available in D365FO. Therefore, please create the Font report from Parameters > Templates > Template fonts and verify if MS Yahei (or the font you want to use for your documents) can be found in the report:

This is probably not the case otherwise the Chinese and Japanese texts would be reproduced correctly. However, we must also pay attention to the Custom blob storage fonts already installed (see above, 4).

Next, locate the missing fonts on your PC. Open the Control Panel > Fonts and search for the required font:

Copy this font to another folder and create a ZIP archive containing this font. Note that you can add multiple custom fonts to the same ZIP archive.

Next, navigate to Parameters > Templates > Template fonts and select the package with the custom fonts to upload to D365FO (steps 1 - 3 ):

(Note that the new custom fonts ZIP package will overwrite any custom fonts you have previously installed - see above, 4. If you have custom fonts in the specified blob container, please download them and add MS Yahei to the downloaded ZIP archive)

After confirmation, you should see the new custom fonts in the font report:

Once the missing fonts are available, the PDF generation should display the Chinese or Japanese characters correctly.

Please let me know if the above steps have successfully resolved the issue.

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