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Pierre-Christophe Dus
Pierre-Christophe Dus Updated

Prototype not loading correctly

Hello,

I use a Macbook Pro 2011 and I need to work on an Invisionapp prototype project.

But the prototype isn't opening fine: 
- on Safari and Firefox, I can see the page that display all the screens of the prototype, but when I click on a screen it doesn't appears correctly: the text of the buttons/textbox are not fully readable, and the images are not displayed
- on Chrome, I can see the page that display all the screens of the prototype, but when I click on a screen, it only displays a white/empty area

I've seen similar issues about Studio, but not about Invision app.

Would you an explanation?

Regards,

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Pierre-Christophe Dus
InVision ambassador Pierre-Christophe Dus , ambassador

Here is one screenshot

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Lala Galindo
InVision ambassador Lala Galindo , ambassador Edited

Hi Pierre-Cristophe,

Thank you for posting! Sorry to hear that you're running into some issues. In order to further troubleshoot, can you please provide the following information?

1. With what tool and what version was your design created with?
2. Did you use Craft to upload to InVision?
3. Can you please provide a screenshot of your "About this Mac" overview?
4. Are you receiving any error messages?
5. Can you please provide the steps you took before running into this issue?

Look forward to hearing from you and helping out!

Lala

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Preston McCauley
InVision ambassador Preston McCauley , ambassador

I wanted to add one more item to check. 

If you are using upload directly, are your fonts that you used included in the project. This looks like you may not have the fonts you used to create the original project as part of the uploads.

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Pierre-Christophe Dus
InVision ambassador Pierre-Christophe Dus , ambassador

Hi @Preston and @lala Galindo
Thanks for your feedback. I'm already in discussion with the support team (RC Maples and Scott Markovits).


I don't think that it's a font's issue, as other users can display the prototype without any problem, without having to install fonts...
I've tried to open the the prototype from the web app (https://projects.invisionapp.com/prototype/xxx) and from Studio, after the designer sent me the related prototype, but I still meet the same issue.
I tried to display the prototype with different navigators (Safari, Chrome, Firefox), and trough "private" navigation: this didn't change anything.


I've found some errors with the developer mode:

Error : utilities.js:1:144
Segment snippet included twice.
<anonyme> https://projects.invisionapp.com/measure/utilities.js:1:144
<anonyme> https://projects.invisionapp.com/measure/utilities.js:1:2

Warning : Pusher : app.53cf7c514791010396b2.js:1:4886788
You should always specify a cluster when connecting. See: https://pusher.com/docs/javascript_quick_start

Please let me know if you need more details.

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Lala Galindo
InVision ambassador Lala Galindo , ambassador

Pierre-Cristophe, 

I'm glad you're currently working with Support! You're in great hands. They'll be able to help you directly and will take good care of your issue.

Please let us know if there's anything else we can help you with here.

Thanks,

Lala
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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Pierre-Cristophe,

Thanks so much for reaching out to our Support team regarding the issues you are facing. I have made the Support agents that you are working with aware of your notes here in Community.

Please continue to work with them as they will be able to troubleshoot with you.

Have a great day,

Shaina

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Oleksandra Kasatkina
InVision ambassador Oleksandra Kasatkina , ambassador

Hello, I've been having the same issues since I've started using Invisionapp. I haven't created the mockup, it was shared with me by a link, and ever since it was displayed as if it didn't load correctly. However on other laptops and even on my phone it works! I use Mac 2012, below is a screenshot of "About this mac" and part of the mockup.
page.

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Andrii Kokov
InVision ambassador Andrii Kokov , ambassador

any updates for this ?

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Oleksandra,

It appears as if you're running into an issue that our Engineering team has been working on. Our Engineering team has been hard at work trying to fix the text rendering problem that occurs in Studio with machines running the Intel HD Graphics 4000 GPU. We originally received reports of dotted lines or artifacts that surrounded all text layers and some shape layers once the layer was no longer in focus. This particular issue has been resolved.

Unfortunately, our engineers have recently discovered a secondary symptom that is still occurring where text will appear like the example below. The text layer in this screenshot simply contains the word “Test”:

Can you please provide what version of Studio you are using so that we can better diagnose your issue?

Look forward to hearing from you,

Shaina

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Andrii,

Can you please give us more information on what you are looking for an update on?:

     1. Can you please provide a screenshot or screencast of the issue you are running into?
     2. What version of Studio are you using?
     3. Can you please provide a screenshot of your "About this Mac" overview?

Look forward to hearing from you,

Shaina

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Andrii Kokov
InVision ambassador Andrii Kokov , ambassador

it is online version. I use it from Chrome on Win10

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Oleksandra Kasatkina
InVision ambassador Oleksandra Kasatkina , ambassador

Hello Shaina, thank you for a quick reply!

The mockup was created with version 0.94.20 I believe.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Andrii,

Thank you very much for passing along those details. Our Support and Engineering teams are aware of a similar issue, and I would like for them to take a look at this issue with you.

I will open a ticket on your behalf with our Support team. Please look for a message from them soon.

Have a great day,

Shaina

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Mosbah Afyouni
InVision ambassador Mosbah Afyouni , ambassador

Did we get a fix for this?

Im having a similar problem, the only difference is that it works fine on my computer but not on my clients computer. Its a little embarrassing 

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Mosbah,

Sorry to hear that you're running into a similar issue. Can you please provide the following details?:

     1. Can you please provide a screenshot of the "About this Mac" overview on the affected computer?
     2. What version of Studio are you using?
     3. Can you please provide a screencast or screenshot displaying the issue?

Look forward to hearing from you,

Shaina

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Olsendg
InVision ambassador Olsendg , ambassador

I have the same problem. Created design in Invision Studio on a mac (great app). version  0.92.20

Created on mac running 10.9.5

When "mirroring" using same wifi - everything works great.

When I "publish" to invision and provided a link. Link does not work. Does show all the screens - so they appear correct in the initial view where you see them all at once. But when you go to "play" or interact with a screen. Nearly all blank.

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Olsendg
InVision ambassador Olsendg , ambassador

As a followup - I was working with a different browser: Firefox Quantum 58.0 on my Mac - and noticed that the protoype link does appear to be displaying correctly. So perhaps the issue is with older browsers on older computers. Thought I would pass this along.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Olsendg,

Sorry to hear that you're also running into this issue. Can you please provide the following information so that I can get more clarity on the issue?:

     1. Can you please provide a screenshot of your "About this Mac" overview?
     2. Can you please provide a screenshot of the Studio version you are using?
     3. Can you please provide a screenshot of the issue(s) you are encountering?

I see that you have provided some version numbers above, but for ease of viewing, our Support team prefers to have the information in the format above. Thanks in advance for understanding.

Look forward to hearing from you,

Shaina

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Oleksandra,

I want to first apologize for overlooking your response regarding the version of Studio you were using. Are you still encountering this issue with Studio? If so, please let me know and I would be happy to open a ticket with Support on your behalf.

Thanks,

Shaina

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janzej marinc
InVision ambassador janzej marinc , ambassador

Hi,

Download Chromium and try open it there.  workes for me :) but is slow.

For me in chrome is just a blank canvas...

I have Mac pro: 

Janzej

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador Edited

Hi Janzej,

Thanks for providing the details above about this issue. I will open a ticket on your behalf with our Support team so that they can add your incident to this known issue. Please look for a message from them soon.

Have a great day,

Shaina

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

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Chad Lavimoniere
InVision ambassador Chad Lavimoniere , ambassador

Was there ever a fix for this? I have the same problem.

On a 2014 Macbook pro, my prototypes made with invision studio load fine; on a 2012 macbook air, they load like the screenshots shown above.

 

I can't control what sort of machine clients and potential employers look at my prototypes on; this needs to be fixed!

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Lala Galindo
InVision ambassador Lala Galindo , ambassador Edited

 Welcome to the community, Chad!

I'm so sorry you're still experiencing this. I would encourage you to reach out to Support so they can dig into this one and see if anything can be done.

Please let me know if there's anything else I can help you with here.

Thanks,

Lala

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Jules Thivent
InVision ambassador Jules Thivent , ambassador

Hi all,

I am having similar issues.

Here is my System Information dialog:

I see distorted visuals in both Studio itself (latest version), the prototype preview mode in Studio and the online prototype viewer.

On my recent retina iMac, I have none of these issues. I also see no issues on my iPad Pro, iPhone 8 Plus. 

Could this be a pixel density issue? Retina vs non-Retina?

--

Jules.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador

Hi Jules,

Thank you very much for providing those details above. Can you please provide the following additional information so that we can take a closer look at this issue?:

     1. Does this seem to occur on all of your Studio files?
     2. Does this only occur after syncing, or is the issue within the Studio UI as well?
     3. Can you please provide a screenshot of the version of Studio you are using?
     4. If this is only after syncing, could you provide a screenshot showing how it appears in Studio?

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

Best,

Shaina

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Chad Lavimoniere
InVision ambassador Chad Lavimoniere , ambassador

Hey Jules, I was pretty confused by this as well—when I contacted support, they told me that basically, for macs with certain graphics cards, InVision Studio prototypes will never display properly, period. I don't think they plan to ever fix or address this, since all the affected macs are like 5+ years old.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador Edited

Hi Chad,

While we strive to support as many systems as possible for our products, we do have certain system requirements. In order to use Studio, we support specific graphics cards at this time as mentioned in our Help Article, "What are the system requirements for Studio?":

To ensure optimal performance, you will want to use Studio on a computer with graphics cards that meet these specifications:

- Intel HD Graphics 5000 and above (found in certain MacBook Air models as early as Mid 2013 and in certain iMac and Mac mini models in 2014)
- Nvidia GeForce GT 650M and above (found in certain MacBook Pro and iMac models as early as Mid 2012)
- ATI Radeon HD 4850 and above (found in certain iMac models early as 2009)

After reviewing your Support ticket, I see that you are currently using a computer with an Intel HD Graphics 4000 graphics card. While this graphic card is supported, our Engineering team is aware of an issue where Studio fails to render properly on computers with Intel HD Graphics 4000. They are working hard to find a solution to this issue, and I will be sure to update this thread once we have more information.

I have also notified your Support agent of your comment here in Community, and they will be reaching out. Please look for a message from Support soon. Thank you very much for your patience and understanding. I apologize for any inconvenience that this has caused for you thus far.

Have a wonderful day,

Shaina

 

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Jackson Carson
InVision ambassador Jackson Carson , ambassador

Will you be adding support for older systems?

This really shouldn't be an issue and is super frustrating. We share prototypes with our CEO, CTO, and Product team regularly, as well as with key customers for user testing. It looks bad on the Design team and our company, in general, when our prototypes don't load on their machines. Basic.

The whole thing is a mess. And no.. I'm not about to ask our C-suite or customers for screenshots of their Mac About screens. This should just work. We love InVisionApp and are committed to using Studio as our primary design tool but I'm seriously questioning that decision. I hope we can continue to do so but we're feeling foolish at this point. Fingers crossed that this will be fixed ASAP. We really hope we can continue using it! :-/

Please let us know if we should hold our breath or go backwards and use a competing tool. Any workarounds you can suggest would be most welcome at this point.

Thanks.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador Edited

Hi Jackson,

I want to first apologize for the inconvenience that this is causing for you and your team. What you're encountering is a known limitation that our Product and Engineering teams have evaluated based on factors including severity, impact, scale, and frequency. Given the cost required to address this bug, we have decided to allocate our resources to address other issues with a greater impact on our customers. And, to be fully transparent, don't intend to fix this issue in the near future.

However, we will continue to track this issue and monitor the prevalence and severity of the bug, and we will revisit that decision if the circumstances change. That being said, I will be opening a ticket on your behalf with our Support team to add your voice to this issue. Please look for a message from our Support team soon.

Regretfully, the only workaround currently present would be using another machine with a different graphics card if this is at all an option. However, we definitely understand that many users are limited to one computer.

We appreciate your loyalty to InVision, and I hope to have good news for you in the future! Please do let us know if you have any questions at all about this. Otherwise, we want to thank you again for taking the time to report this issue and the impact that it has had on you. 

Best,

Shaina

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Jackson Carson
InVision ambassador Jackson Carson , ambassador

Thanks for your thoughtful reply Shaina. I appreciate the challenges product and development teams have to weigh for these kinds of things. Thanks for letting us know.

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