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InVision ambassador ambassador
John Sellars John Sellars

Prototype Hotspots disappearing

We just went through a very frustrating experience investigating some disappearing hotspots. The hotspots were visible in Sketch, but not showing up on Invision. Occasionally, hotspots that had been on an artboard for some time would suddenly disappear from Invision. After much troubleshooting, we discovered that this could be fixed by re-uploading the missing hotspot's destination artboard, even though that artboard had not been changed. To do this properly, we had to go into sync settings and disable the option, "Prevent upload of unmodified artboards".

Even though we were able to fix the problem and continue using Sync + Prototype, this issue has definitely eroded confidence in the tool.

We're on Sync + Prototype 2.3.79

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador

Hi John,

Sorry to hear that you're running into these issues! As a first step in troubleshooting, can you please provide the following information?:

     1. What version of Sketch are you using?
     2. What version of Craft Manager are you using?
     3. Can you please provide a screenshot of your "About this Mac" overview?
     4. Can you please provide a screenshot of the issue you're encountering, and any error messages you're receiving? 

Look forward to hearing from you,

Shaina

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Ion Lazarescou
InVision ambassador Ion Lazarescou , ambassador

Same issue here, same lost of confidence. I can simply not update my project anymore, since all nav links are broken when I sync any screen. That means I can't work with the devs anymore, which represent 75% of my tasks.

Solution described by John Sellars technically works, provided that you sync the source page and the target page of the link/hotspot at the same time.

But it's NOT usable, since each uploaded target page contains links of its own, that need their own target pages to be uploaded at the same time, and so on…

As for the system specs:

1. Sketch v51.2 (bug appeared after update form v50.2)

2. Craft manager 1.0.70 (117)

3.

4. The issue is not visible on a screenshot, please read the description carefully. No error message is displayed, neither. Old and new links created with Prototype function in Sketch simply disappear on the prototype page online, once synced.

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Ion Lazarescou
InVision ambassador Ion Lazarescou , ambassador

I realize that pages containing links, that were uploaded at the same time than their links’ target pages, keep their links when uploaded again on their own afterwards. 

So a temporary solution wold be to re-upload the whole project at the same time…
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Caitlin Cambron
InVision ambassador Caitlin Cambron , ambassador

Hi John and Lazarescou!

I'm sorry that you are seeing this behavior. I've encountered the same experience! I just submitted a support ticket for myself and added this thread to it so they know there's a group of us seeing the same thing.

Best,

Caitlin

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador

Hi Lazarescou,

Sorry to hear that you're encountering a problem similar to what John has described above. I appreciate you providing all of the information requested in my response to John. This will help our Support team to diagnose the issues you are facing quicker.

I will be opening a ticket on your behalf so that our Support team can dive deeper into this issue. Please look for a message from them soon.

Have a great day,

Shaina

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Saige Fraiha
InVision ambassador Saige Fraiha , ambassador

Hello,

I updated the homepage on our mobile prototype to use the new craft URLs from the symbol in the main menu. After this upload I tested and some overlays on the page worked, but not the main menu. After another re-upload all hotspots on the page have broken (even regular links and overlays) and will not sync any more. On invisionapp using shift doesn't reveal any hotspots on the page. 


Sketch Version 54.1
Craft 1.0.59
MacOS Mojave 10.14.4

 

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador

Hi Saige,

Thanks for getting in touch and sorry to hear that you are having trouble syncing via Craft! I’ll be more than happy to assist you with this. I’d like to recommend the next troubleshooting step below:

If located in an office, can you try using a non-company WIFI (e.g personal hotspot) to sync to InVision - do you still have the same trouble? If you are able to sync to InVision without seeing an error 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 I please gather a few additional details below which will help us troubleshoot the issue further?

  1. Could you provide a screenshot showing what happens when you sync to InVision?
  2. Can you please send a screenshot of your sync settings? Craft Manager > Click on the cogwheel in the top right corner > Preferences > Sync

As a temporary workaround for this issue you can try selecting “all artboards” instead of “selected artboard” when syncing via Craft to make sure that the hotspots sync across. 

Look forward to hearing from you,

Shaina

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Saige Fraiha
InVision ambassador Saige Fraiha , ambassador

Syncing 'all artboards' broke all hotspots, including some already signed off by the client.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador Edited

Sorry to hear that workaround didn't work for you, Saige. We definitely want to help you get to the bottom of this!

I would like for our Support team to take a closer look at this for you in order to get things up and running a bit quicker. They will, however, need the information requested above in order to troubleshoot. 

Can you please provide that information here? If you're unable to provide these details publicly, please let me know and I will open a ticket on your behalf with our Support team.

Thanks for hanging in there,

Shaina

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador

Hi Saige,

I apologize for the delay in response here. We just discovered your replies to your Community notification for this post which were sent to our "no-reply" email address. In the future, please reply by commenting here in Community, or by opening a ticket with our Support team here.

I went through your messages and see that your hotspots are now working! I'm glad to hear that you're no longer having issues. However, please do let us know if you would like our Support team to investigate what may have caused this issue in the first place.

Feel free to reply here or to the email I have sent you in response to your messages. Again, I apologize for the oversight.

Have a wonderful day,

Shaina

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