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Outlook 2010 replacing Helvetica Neue with Times New Roman on some devices


Total Posts:  2
Posted: 23 February 2016 08:31 AM

I have a template that I’ve been using for about a year for one of our clients with no issues. Recently, the Helvetica Neue typeface has stopped rendering in some versions of Outlook 10, and is defaulting to Times New Roman. This is the way I’m calling the font:  font-family:‘Helvetica Neue’, Helvetica, Arial, sans-serif;

I know that Times New Roman is the default, and I can see that Outlook is ignoring the Helvetica Neue tag and the rest of the font stack. My question are:
• Why is it suddenly doing this, when its been fine for over a year on all devices, and tests fine in Email on Acid and another online testing product?
• Previous tests that that I’ve sent myself and my client, which were rendering fine, are now showing up as Times New Roman in our inboxes.
•Could it be an email server upgrade?
•Could the single quotes be suddenly causing an issue?

I’ve attached a screen cap to show what the issue is.

Image Attachments


Alex Ilhan

Total Posts:  229
Posted: 23 February 2016 08:34 AM
[ # 1 ]

Hi psudduth2,

Welcome to the Email on Acid forums!

It’s a well known bug that Outlook will ignore custom fonts, what I’m guessing here is that Outlook is now classing Helvetica Neue as a custom font. You can get it to work if you follow this blog by one of our email developers, Geoff:

If you have any other questions feel free to reach out

Many thanks



Total Posts:  2
Posted: 23 February 2016 08:46 AM
[ # 2 ]

Thanks Alex. I know how finicky outlook 2010 can be, and this has always worked, even in 2010. Whats so strange is why it suddenly stopped working. I’ll certainly try styling the span, per the article, or maybe just stop using Helvetica Neue.

<td align=“left” valign=“top” style=“color:#293033; font-family:‘Helvetica Neue’, Helvetica, Arial, sans-serif; font-size:28px;”>
                [url=”#” style=“color:#293033; text-decoration:none;” target=“_blank”]
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