Issues changing formatting in existing KBs after Fuji to Geneva update

[katherinejones]

We were on Fuji and a later patch with Knowledge V2.   We updated to Geneva + Patch 6 but kept the Knowledge Base at V2.   We're using UI16 and TinyMCE v4 of course.   I'm not sure if it's relevant but our Article Types are all HTML.   When I now edit existing Knowledge articles (KBs), I have several issues with changes to fonts, font sizes, colors, etc

Font sizes seem to have changed.

Our standards were all Arial font with various text in sizes of 12, 14 and 18.   Articles formatting with that font and those font sizes looked a tiny bit big from the knowledge editor's view, but fine from the Self Service Portal. Since the update, setting text to 18 is HUGE and the others are bigger as well. It's as if what looked good using 12, 14 and 18 now must be 10, 12, and 14.   Suggestions??

I can't consistently get existing text or new text in an existing KB to change the Font Family or Font Size or Color etc.  

For instance, I may use the mouse to highlight a key word within the structure of the article (like: Work-Around) and set Font Family to Arial and Font Size to 18. The block size for the text seems to change (from something around 10 or 12 to something bigger) but the text itself remains the same size visually.

Another similar issue is that the article contains some text that's not our standard black. I highlight the text with the mouse and click the icon to change the text color and select black.   The color never changes.

I suspect some garbage HTML formatting in the 'background' that I cannot see.  

Any recommendations on fixes or things to check.   Until I get this addressed, I am not comfortable publishing articles.

[Mike Moody]

This may not be related, but I frequently work with raw HTML by copy/pasting it directly into the HTML source code editor. I have noticed on many occasions that the editor would add a whole bunch of garbage HTML tags that would jack up the formatting of the document, for some crazy reason. This became quite annoying and frustrating to the point, where as a workaround, I created a new extra large string field called raw HTML wherein I could paste the raw HTML code and then setup a business rule to copy the value from that field to the text field on update. The point of the story is that if you are editing the HTML code directly via the editor, watch out for weird formatting issues. If you are only using the WYSIWYG editor, then I am not sure how to help.

Regards,

Mike

[katherinejones]

Thank you for the reply Michael.   We are using the WYSIWYG interface when creating/editing since most of us that author knowledge (including myself) do not know how to directly write HTML.

[Manjul Katare · Accepted solution]

Hi Katherine,

Looks like there are some changes in TinyMCE editor.

If I simply add a text in Fuji "Hello World !!!!!!!!" with a style Arial 18pt. It generates the HTML as "<p><span style="font-size: 18pt; font-family: arial, helvetica, sans-serif;">Hello World!</span></p>"

Whereas in Geneva:

It generates as "<p><font size="7" face="arial,helvetica,sans-serif">Hello World!</font></p>"

To fix this issue currently, you can use inline style as an option, for the color get rid of "color: #484463" for "system process error" and it should reset it to Black.

Hope it helps!

-Manjul

[katherinejones]

Thank you Manjul for the reply.

I'm afraid that the term 'inline style' is not something I am familiar with. Can you either tell me the steps in the tool to do that, or perhaps there's a link that might show me?

The same is true for getting rid of the color. I know enough to be able to click the "Source Code" icon on the editor tool bar to view the HTML Source Code screen, and am able to identify that color: #484463", is the culprit, but I am not able to figure out how to make changes to that code (such as delete that portion) and Save it.   It's probably quite rudimentary to you but an unknown to me 🙂