Font not available

user having issue -> in her own words:

I have been having trouble reading PDFs on my home computer.

When I encounter a PDF file and  try to open it, it seems to open, but I
get an error message telling me that "X Font" (TimesNewRomanPST, for
example) is not available and the document may not read properly. The
document that opens is then blank except for any graphical elements. As
far as I can tell, I do actually have some of the fonts mentioned in the
error message. I can select the blank text...that is, there does seem to
be invisible text in the document, but I can't make it visible. I have
downloaded and installed the latest version of Adobe Reader without any
improvement.
mdmcq5Asked:
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mdmcq5Author Commented:
Here is the exact error message she is receiving:

Adobe Reader Cannot find or create the font 'TimesNewRomanPSMT'.  Some characters may not display or print correctly.

I'm able to open her file on my home PC w/Adobe 6.0 & my work PC w/Adobe 7.0; don't know what version she has...

Anyone out there??
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Karl Heinz KremerCommented:
The Reader may be confused about what fonts are installed on the system.

In the case of _ANY_ weird error on a computer (and that's especially true for computers at home which are not protected by a corporate firewall and anti virus software) I always assume that some malware on the computer could have caused the problem, so scan for viruses/adware/spyware/...
Reinstall Reader - something may have gone wrong during the installation.
Which OS is the user running? Is this version supported by the latest version of Reader that's installed?
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mdmcq5Author Commented:
The user has XP home.  And I've given her the download links for AdAware and SPybot, she says she's run them.  Also has Norton Antivirus installed.

And she's uninstalled from Add/Remove and reinstalled.  Still gets the error message.  This is her home PC and IT isn't supposed to assist w/home PC issues, but I'd like to figure out what the problem is, and it's starting to look like an issue that needs to be viewed in person, and that's out.

Any other ideas?  She says she has Adobe 5 or 6? on her PC and this version opens the PDF just fine and has decided to just use that version whenever she has an issue using 7.0.7.  Eitherway, it still drives me crazy not knowing what's causing her problem.
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Karl Heinz KremerCommented:
Adobe does not support multiple versions of Acrobat (or Reader) on the same system. The problem could be caused by having different versions.
You are right, problems like this one are almost imposible to diagnose without having access to the system. Every now and then you get lucky, but I cannot think of anything that could cause this problem.
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mdmcq5Author Commented:
Adobe may not support having two versions of reader on a PC, but I've seen plenty that do and don't have problems.

The user most likely isn't doing what she claims to have done.
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Karl Heinz KremerCommented:
You are right, I also have seen installations with more than just one version (I'm actually running Acrobat 4, 5, 6 and 7 and a few Reader versions on my system), but I've also seen things fail that were labeled as "not supported" by Adobe. If you know what you are doing, and also know what the limitations are, it's usually not a problem, but depending on the order in which things were installed, what was done with and to the different installations and potentially the phase of the moon, things may fail.

The odd thing is that Reader already performed one level of font mapping: The original PDF file very likely asked for Times-Roman, and because Times is not an available font on a Windows machine, it mapped it to the available font 'TimesNewRomanPSMT', but it then has a problem to find this font.

Does this happen with all PDF documents and all fonts, or just documents that reference the 'TimesNewRomanPSMT' font?
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mdmcq5Author Commented:
No, it doesn't happen to all PDF documents, and I'll have to ask whether the error always refers to the Times font.
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Karl Heinz KremerCommented:
Most (?) PDF documents have their fonts embedded, so it's possible that all files that bring their own fonts display correctly. It's possible to determine what type of fonts are used by going into the Document Information dialog, and selecting the Fonts tab. This dialog also shows what font was requested (e.g. Times-Roman) and what font is actually used to render the characters.
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mdmcq5Author Commented:
Looked at that and it requested the TimesNewRomanPSMT font.
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mdmcq5Author Commented:
Asked the user to uninstall all adobe versions she has installed, reboot and reinstall the 7 and see if she still receives errors.  Said she'd do it tonight.  She also said "I think that sometimes the font in the error message is something different, although Times New Roman PSMT comes up pretty often."

And here is the Document Font properties for the pdf she's having trouble with:
Fonts Used in this Document:

TimesNewRomanPS-BoldMT
   Type: TrueType
   Encoding: Roman
   Actual Font: TimesNewRomanPS-BoldMT
   Actual Font Type: TrueType
TimesNewRomanPSMT
   Type: TrueType
   Encoding: Roman
   Actual Font: TimesNewRomanPSMT
   Actual Font Type: TrueType
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mdmcq5Author Commented:
User hasn't gotten back to me about uninstalling all adobe versions and reinstalling.
So, this one i'm categorizing as user stupidity....
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HafizullahCommented:
"TimesNewRomanPSMT" may be a printer-resident font instead of one installed in Windows. If it's not visible in the Fonts folder, that is certainly the case.
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