A common security setting for Internet Explorer is to block web fonts from downloading. This conflicts with ServiceNow icons delivered via web fonts.
Custom web fonts such as 'SourceSansPro' and 'retina_icons' are used within the ServiceNow interface. So, if web fonts are blocked from downloading, substitute fonts may be used, and icons may not be visible in the UI.
Even if a local copy of these fonts exist on a user's machine, these local fonts will not be used by Internet Explorer 11. This is the case across all versions of Windows.
Currently, whenever the 'Source Sans Pro' font is used a fallback font seems to always be defined and so that will be used instead, minimizing the impact (as the text is still visible, but in the wrong font)
font-family: SourceSansPro, "Helvetica Neue", Arial;
However, in the case of the 'retina_icons' font, a fallback font cannot be defined because these are custom icon resources that are ServiceNow version specific.
Steps to Reproduce
- Alter the browser or network security settings, so that it does not block web fonts, or configure a custom rule allowing web fonts for service-now domain.
- Being this an IE specific issue, use a different browser that allows downloading web fonts.
- Use the instance UI without icons, this is not ideal for users, but will not affect the instance behaviour.
Related Problem: PRB724940