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InVision ambassador ambassador
Francesca Zambon Francesca Zambon

Craft sign in error

When trying to sign in via photoshop to "sync to invision" it does not work (invalid user / password combination) 

but the same credentials work on the invision platform.

 

What is the problem?

 

Thank you for supporting

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Francesca,

It appears as if you are already in touch with somebody from our Support team about this issue.

In the meantime, I'd like to have you perform a comprehensive, deep uninstall/reinstall of Craft using the steps below. Please skip any steps that are not applicable (e.g. if a file/folder mentioned is not present) and let me know if you get stuck anywhere along the way:

  1. Close Craft Manager (by clicking into the "C" > clicking the gear icon > choosing Close).
  2. Go into Sketch, and navigate to Plugins ➝ Manage Plugins.
  3. In the pop-up modal, select Craft by InVision Labs, and click the gear icon in the lower left and select the uninstall option. This will move some items to the trash.
  4. Quit Sketch entirely.
  5. Open the Activity Monitor (via Applications > Utilities > Activity Monitor), and then force quit the Craft Manager and Panels (if applicable) processes.
  6. Open Spotlight and search for ~/Library/Application Support/
  7. Delete the com.invisionlabs.CraftManager folder, the com.invisionlabs.CraftManager.json file, the com.invisionlabs.CraftInstaller folder, and the CraftManager folder.
  8. Open the com.bohemiancoding.sketch3 folder.
  9. Delete the Panels folder (if applicable). Please note that these steps will remove any custom Type or Photos items you’ve created in Craft Data. If you'd like to preserve those, please go to ~/Library/Application Support/com.bohemiancoding.sketch3/Panels/.settings and back up the file "com.invisionlabs.data."
  10. Open the Plugins folder.
  11. Delete the Panels.sketchplugin file (if applicable).
  12. Navigate to the Downloads folder.
  13. Search for craftinstaller and delete any files that deal with the Craft Installation process.
  14. In Applications or the folder in which you installed Craft Manager, delete CraftManager.app.
  15. Empty the Trash.
  16. Go to https://craft-assets.invisionapp.com/CraftManager/production/CraftManager.zip and unzip the CraftManager
  17. Drag and drop the Craft Manager app into your computer's "Applications" folder or the folder of your choice before launching it.
  18. Open Craft Manager and then install Craft for Sketch.
  19. If you had backed up the "com.invisionlabs.data" file before performing these steps: launch Sketch now in order to rebuild the ` ~/Library/Application Support/com.bohemiancoding.sketch3/Panels/.settings ` directory. Then, place the backed up "com.invisionlabs.data" file in the ".settings" folder and restart Sketch to restore your custom Type & Photos items.

If that doesn't help, please confirm your versions of OSX, Sketch and Craft Sync using this resource.

Thanks,

Shaina

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Jenny Shieh
InVision ambassador Jenny Shieh , ambassador
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The same happens for me. I've tried the steps above, but still can't get it to work.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Jenny,

Thanks for trying the steps listed above in this post first! Sorry to hear that you're still experiencing issues. I will open a ticket on your behalf with our Support team so that they can dive deeper into this issue.

Please look for a message from our Support team soon.

Thanks,

Shaina

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Anat Ganot
InVision ambassador Anat Ganot , ambassador
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Hi, happens to me too. with photoshop on Mac. what should I do?

thanks

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador Edited
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Hi Anat,

Sorry to hear that you're also running into this issue. I will also open a ticket on your behalf with our Support team so that they can take a closer look at the issues you're running into.

Please look for a message from our Support team soon. In the meantime, can you please confirm that you are using all of the latest versions of our products listed here?

Have a great day,

Shaina

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Craig Adam Sapsford Solsvik
InVision ambassador Craig Adam Sapsford Solsvik , ambassador
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Hi,

 

I also have this issue.

Has there since been a solution to this?

 

 

Craig

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Craig,

Happy to help! I'm sorry to hear about the trouble you're seeing here. In order for us to determine what's causing the issue for you, would you mind providing the following information for us?:

     1.  What operating system are you using? Please include the version (e.g. macOS 10.12.1 or Windows 10).
     2. What version of Photoshop are you using?
     3. What version of CraftManager are you using?
     4. What version of the Craft plugins are you using? (Navigate to CraftManager and hold alt to reveal plugin versions)
     5. Could you provide a screenshot showing what’s going wrong?

This information will help us take a deeper look into what might be going on. I look forward to hearing back from you!

Thanks,

Shaina

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Craig Adam Sapsford Solsvik
InVision ambassador Craig Adam Sapsford Solsvik , ambassador
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Hi Shaina,

Thanks for your reply. Answers to your questions.

  1. Windows 10
  2. Adobe Photoshop CC 2019
  3. Craft Manager – I’m unsure about this. I’m downloading from the website. I get the file downloaded, install the files from the installer. Butt hen nothing happens and I can’t find what I’ve just installed. I can’t find no Craft Manager installed after I run the Installer.
  4. I don’t have Craft Manager so I’m unsure of this. After running the installation I have nothing at the end.
  5. Image attached. When I try to login in the fields they are highlighted red and the form resets.

I look forward to your response.

Craig

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Craig,

Thank you for taking the time to provide that information. Unfortunately, I didn't see an image attached showing the issue you are encountering.

Does your browser typically save your InVision username/password?

If so, let's try reset your InVision account password:

   1. In an incognito tab, navigate to https://projects.invisionapp.com. If you're a Private Cloud customer with a dedicated instance of InVision, you'll instead need to navigate to https://{yourprivateclouddomain}.invisionapp.com.
   2. Click Forgot Password.
   3. Enter the email address associated with your account.
   4. Click Request Reset Link.
   5. Restart Photoshop, then attempt to log in.

Let me know if this helps solves things.

Thanks,

Shaina

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Craig Adam Sapsford Solsvik
InVision ambassador Craig Adam Sapsford Solsvik , ambassador
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Hi,

 

Sorry I forgot to attach the image, though it doesn't really explain much as it's just an image of the login panel in Photoshop. What happens is I try to login and the fields become highlighted red like an error has occured but they are only red for a flash then they revert back to normal.

I have already tried resetting my password and that didn't help.

It seems the program doesn't install on my machine properly as I can't find anything on my machine after I run the install. I follow the instructions but when I click 'Finish' after the install is complete I don't see anything else.

But it's strange that I see the Sync sign in form in Photoshop. Does that mean it has installed?

Thanks

Craig

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Craig,

Thank you for the screenshot and a more detailed explanation. As a next step, I want to perform a comprehensive uninstall/reinstall of Craft.

Please skip any steps that don’t apply (e.g. if a file or folder mentioned is not present), and let me know if you get stuck anywhere along the way: 

  1. In your macOS menu bar, click the Craft Manager icon.

  2. Click the gear icon, and then click Preferences.

  3. Next to Craft for Photoshop, click Uninstall. In the top-right corner, click X.

  4. Quit Craft Manager (by clicking the Craft Manager icon > gear icon > Quit).

  5. Open the Activity Monitor (via Applications > Utilities > Activity Monitor), and then force quit the Craft Manager and Panels processes (if applicable).

  6. Open a new Finder window and navigate to the Applications folder.

  7. Browse to the Adobe Photoshop CC #### folder that matches your current version; then browse to Plug-ins > Generator > and delete any folder that starts with “com.invisionlabs.“ If you don’t see any, continue to step 8!

  8. Open a new Finder window and, in the top menu bar, click Go > Go to Folder.

  9. Type “~/Library/Application Support/” and click Go.

  10. In the Application Support folder, locate the following files and folders and move them to the Trash
    com.invisionlabs.CraftManager folder
    com.invisionlabs.craft.json file
    com.invisionlabs.sync.json file
    CraftManager folder.

  11. Navigate to your Downloads folder. Search for “craftmanager” and delete any files related to the Craft installation process.

  12. In your Applications or the folder in which you installed Craft Manager, delete CraftManager.app.

  13. Empty the Trash.

  14. Go to https://craft-assets.invisionapp.com/CraftManager/production/CraftManager.zip and unzip CraftManager.

  15. Drag and drop the CraftManager.app into your computer's Applications folder before launching it.

  16. Open Craft Manager and install Craft for Photoshop.

If you have trouble with any steps, let me know, and I’ll be happy to help!

Look forward to hearing from you,

Shaina

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Craig Adam Sapsford Solsvik
InVision ambassador Craig Adam Sapsford Solsvik , ambassador
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Hi Shania,

I have Windows 10. Most of the steps are tailored to MacOS users.

 

Regards

Craig

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Craig,

So sorry for the oversight there. Here are the steps to uninstall an app in Windows 10:

     1. Open the Start menu.
     2. Click Settings.
     3. Click System on the Settings menu.
     4. Select Apps & features from the left pane. ...
     5. Select an app you wish to uninstall.
     6. Click the Uninstall button that appears.
     7. Reinstall Craft. 

Please let me know if you have any success with those steps.

Thanks,

Shaina

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Craig Adam Sapsford Solsvik
InVision ambassador Craig Adam Sapsford Solsvik , ambassador
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Hi Shaina,

I have now uninstalled Photoshop and Craft and installed again.

I still have the same issue. The login fields just go red when I add my login details. My login details are correct as I have checked them by logging into Invision directly.

Can you help me in any other way?

 

Thanks

Craig

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Craig,

I would like for our Support team to take a closer look at this for you, and will open a ticket on your behalf. Please look for a message from our Support team soon.

Thanks for hanging in there,

Shaina

If anyone else is experiencing this issue, please contact our Support team directly here for the speediest resolution.

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Lu Ho Trung
InVision ambassador Lu Ho Trung , ambassador
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I got the same problem. I am using window 10, Adobe Photoshop CC 2017

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Lu Ho Trung,

Sorry to hear that you're also encountering this issue.

If you're encountering this issue when located in an office, can you try using a non-company WIFI (e.g personal hotspot) to sign into Craft - do you still have the same trouble? If you are able to sign into Craft after using a non-company WIFI, please have your IT team whitelist the following domains and ports in your proxy or firewall, check it out here.

If the above does not help, can you please provide  what version of Craft Manager plugins are you using?

Please let me know if the issue persists so we can dig deeper!

Looking forward to hearing back!

Shaina

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