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InVision ambassador ambassador
Donna Vitan Donna Vitan

Invision Sync keeps crashing and not syncing files

Hello,

My team is having an in issue regards to being able to use and sync our Sketch files. I'm having the following issues:

  1. InvisionSync.app keeps crashing after trying to sync (will sync for approximately an hour, then it will mysteriously crash without warning or notification). When I realize it isn't on, then I will reopen the app and it will begin to sync all the files again. Then it will crash again, never completing the sync (downloading any new/updated files or uploading my new/updated files).
  2. I've tried uploading the files manually to the Invision Website > Project > Assets folder, but other team members do not receive the new/updated files.
  3. I've also tried to upload a file that I just recently updated on the cloud, but the downloaded file is still the old file. Even though the details on the Invision Website cloud thingie says that it was modified today/minute and the file size looks like it's the new, bigger file, the end result is still the old file.

 

I'd appreciate it if you can check in on this because it is preventing us from using the service as expected and a hindrance to our workflow.

 

My teammate has already been in touch with your support and received very little help in this regard.

 

I would appreciate an immediate solution so that we may continue our work.

 

Much appreciated,

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Donna,

So sorry to hear that you and your team are encountering issues with syncing your Sketch files. To get a better idea of what might be causing this, can you please provide some additional information?:

  1. A screenshot of your "About this Mac" overview or other OS details
  2. The version of Sketch that you and your team members are using
  3. The version of Craft Manager that you and your team members are using
  4. Are you or your team member receiving any error messages? If so, can you please provide screenshots of these messages?

Look forward to hearing from you,

Shaina

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Donna Vitan
InVision ambassador Donna Vitan , ambassador Edited
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Hello Shaina

My computer:

My Sketch:

My Craft Manager

My Invision Sync:

This is what I see when I check the status of the sync:

However, I never quite see it get close to 500 or less, and it always crashes without warning. I simply try to restart again.

I'm not receiving any sort of error message or crash message at all. Just knowing that what I have in my local computer, what my colleague has on their computer, and what's on the Invision cloud is not up-to-date in terms of "Assets" (source files, working files). The screens that we manually sync using the "Sync" button does send screens up to the cloud.

Just to be clear, our concern is that the "Assets" folder is not syncing between our computers and the Invision Cloud, using the InvisionSync.

 

Your help would be greatly appreciated. Thank you.

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Donna Vitan
InVision ambassador Donna Vitan , ambassador
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Hello Shaina,

Here are the screenshots from my colleague:

Computer:

Sketch:

Craft Manager:

InvisionSync:

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Donna, 

Thanks for following up with that information. Apologies for the troubles you're having with this. In this situation, can you try clearing the InVision Sync App cache to see if things improve for you? You can do that following these steps:

1. Backup the contents of your Sync folder as we're going to be re-downloading everything from our servers and more recently updated files might get deleted
2. Hold the option key down once again and click on the InVision Sync app icon in the menubar in OS X
3. Click on the "Advanced" menu option once more
4. Click on "Clear Cache"

That will re-download your projects from our servers and purge some local data that may have become corrupted. After the sync completes, if you restart the sync app, are you still seeing this issue persisting?

Best,

Shaina

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Donna Vitan
InVision ambassador Donna Vitan , ambassador
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I followed your instructions and also sent diagnostics, as per the advanced options. However, instead of downloading whats on the Invision cloud to my local, it basically deleted all my local sketch files. The screens and images are still available. I've tried syncing 3 times, and yet my Source Files folder doesn't have any ".sketch" files. Folders structure appear intact.

 

My local folder:

Invision cloud:

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Donna Vitan
InVision ambassador Donna Vitan , ambassador Edited
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This is what happens I start up InvisionSync.app.

Then it starts to sync but takes a long time.

But still no sketch files in my "Source Files" folder.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Thanks for taking the time to work through those troubleshooting steps and for providing all of that detailed information, Donna. Since you're still encountering issues, I would like for our Support team to take a closer look at your specific instance.

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

Thanks again for working with us and hanging in there,

Shaina

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