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InVision ambassador ambassador
Jonathan De Heus Jonathan De Heus

Craft is unable to log in despite deep uninstalling/reinstalling

Hi all,

For the past 2 weeks or so I've been unable to sign into Craft. When I sign into my domain, the sign in window will appear, but it never actually signs in. Right clicking and selecting reload does nothing. I've followed the deep uninstall/reinstall instructions located here, but it still isn't working. Also, whenever I reinstall Craft Manager I'm presented with the option to switch between production & DSM. This makes me think that I'm not deleting something that's storing my settings, however I'm not sure where this settings file is being stored. Below are the versions of OSX, Sketch, and the Craft plugins that I'm running:

OSX: 10.13.3

Sketch: 49.3

Craft:

  • Design System Manager: 0.0.5
  • Stock: 1.0.12
  • Freehand: 1.0.18
  • Duplicate: 1.0.8
  • Library: 1.0.77
  • Data: 1.0.18
  • Sync + Prototype: 2.3.71

Any help would be appreciated. Thanks!

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Jonathan,

So sorry to hear that you're running into this issue! I appreciate you providing all of your Craft and Operating System information, as well as going through the steps to perform a comprehensive uninstall/reinstall.

Can you please provide a screenshot of the error you're running into when attempting to sign in?

Look forward to hearing back!

Best,

Shaina

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Jonathan De Heus
InVision ambassador Jonathan De Heus , ambassador
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Hi Shaina,

Here's the message that I get after I close out the SSO Sign In window (the Sign In window just stays blank the whole time):

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Jonathan,

Thank you very much for providing that screenshot. Now I have a little more insight into the issue you're running into.

Since you are an Enterprise customer and using SSO Sign In, I would like for our Support team to take a closer look at this issue for you. I will open a ticket on your behalf with our Support team. Please look for a message from them soon.

Best,

Shaina

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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UPDATE (for other Enterprise customers that may be running into this issue):

After working with our Support team, they were able to confirm that we have seen similar issues where the InVision domain needed whitelisting or a bypass in the proxy/firewall settings. 

The workaround in the interim would be to quit Sketch, disconnect/logout from your SSO, (and if you can only connect to internet through a proxy you may need to connect to a different network like you did) and any other firewall or proxy, and then restarting Sketch and go through the Enterprise sign in once again to try to trigger the SSO window to open and then you can connect to your SSO and network again. Obviously this is not a great workaround or long-term solution, but at least shouldn't block your work until this is sorted.

Our Support team recommends reviewing this article or sending it to your IT group to whitelist the services listed under the section "PRIVATE CLOUD/PRIVATE NETWORK".

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