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InVision ambassador ambassador
LaColmena LaColmena

Photoshop Plugin don't link with my account

Mac OS High Sierra (10.13.5)

Adobe Photoshop CC 19.0

Craft Manager 1.0.84 (and latest version of plugin)

I'm new and have some issues. I create a new Prototype in InVision website, I can see it in the Craft Manager but NOT in the Photoshop sync plugin.

I'm in Photosop and I can't create any prototype or see one created.

I try to reinstal the plugin and install it in another computer (same configuration) and still have the same problem.

Any ideas?

 

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Alex,

Thanks for providing the details that you have above. So that I can get a better idea of exactly what's going wrong here, can you please provide a screenshot displaying the issues that you're seeing?

Look forward to hearing from you,

Shaina

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LaColmena
InVision ambassador LaColmena , ambassador
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Hello!

I'm logged in in Craft Manager and in the Photoshop Plugin.

But in the Photoshop Plugin I can't see my prototype and can't create a new one.

Hope you can help me.

Thanks.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Alex,

Thanks for providing those details!

As a next step, we 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 continue to run into issues after this comprehensive uninstall, please let me know.

Look forward to hearing from you,

Shaina

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LaColmena
InVision ambassador LaColmena , ambassador
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I have uninstalled it from 2 computers and reinstalled ... But still with the same problems.

Sorry but I'm evaluating other options, I need to solve this and work with my client and my provider.

Still, thank you very much for the support. Greetings.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Sorry to hear that this problem persist for you, Alex. As a next step, I would like for our Support team to take a closer look at this for you so that we can get to the bottom of the root cause.

I will open a ticket on your behalf including all of the details you have provided here. Please keep an eye out for an email from one of our Support agents soon.

Thanks for your patience,

Shaina

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Emma Wiest
InVision ambassador Emma Wiest , ambassador
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I've also been experiencing this same issue. My Invision is logged into Craft Manager, but in Photoshop when I try to login, the same thing happens. My prototypes don't show up and the invison domain is "undefined.invisonapp.com".

This is Photoshop CC 20.0.5, Craft 1.0.84, running MacOS Mojave 10.14.5.

I have also tried the comprehensive uninstall/reinstall, this doesn't fix the issue.

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Beth Vanderkolk
InVision ambassador Beth Vanderkolk, InVision Employee , ambassador
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Hey Emma,

Thanks for letting us know you're experiencing this and for your details. I'm opening a Support ticket for you now.

Beth

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Ana
InVision ambassador Ana , ambassador
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Please the same for Windows.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Ana,

Sorry to hear that you're also experiencing this. Can you please provide some additional information for our team to use for troubleshooting?:

  1. Your operating system details
  2. The version of Craft Manager that you're running
  3. The version of Photoshop that you're using
  4. A screenshot displaying the issue

Look forward to hearing back soon,

Shaina

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yuyi
InVision ambassador yuyi , ambassador Edited
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MacOS Mojave 10.14.5 

Adobe Photoshop CC 19.0

Craft Manager 1.0.85

I have the same problem.

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Beth Vanderkolk
InVision ambassador Beth Vanderkolk, InVision Employee , ambassador
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Hi Yuyi,

I'm opening a ticket on your behalf with Support so that they can dig in to this for you. Thanks for providing that detailed info above! Keep your eyes peeled for an email shortly. Hope you had a nice weekend!

Beth

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T.Roque
InVision ambassador T.Roque , ambassador
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Hi,

I have the exact same problem as 'Emma Wiest' but with Windows 10.

I'm using the latest Craft for windows and the latest Photoshop CC 2019.

Thank you

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi there,

After working with our Support team, it was determine that Emily is running into a known issue that our Engineering team are currently looking into the root cause of the issue here.

That being said, I would like for our Support team to take a closer look at your instance to see if what you're experiencing is, in fact, related. I will open a ticket on your behalf with our Support team including the details that you have here. Please keep an eye out for an email from one of our Support agents soon.

In the meantime, could you please sign out of Craft Sync and sign in again using the "Enterprise sign in" option? See the screenshot below for reference:


You will be prompted to enter your team domain. 

Let me know if the prototypes are showing after signing in using this option.

Best,

Shaina

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