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InVision ambassador ambassador
Michail Panagiotidis

InVision Sync macOS Catalina support

Hi,

Can you confirm if InVision Sync works with macOS Catalina? I upgraded yesterday and I get a "NOT SYNCING" message at the top of the app menu.

 

Thanks,

Michail.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador Edited
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Hi Michail,

Sorry to hear that you're running into issues with syncing on macOS Catalina. To get a better idea of what might be causing this, can you please provide some additional details?:

  1. A screenshot of your "About this Mac" overview
  2. A screenshot of the error message that you're seeing
  3. Are you using InVision Sync or Craft Sync? 
    3a. If InVision Sync, please provide the version number that you're running.
    3b. If Craft Sync, please provide the Craft Manager and Craft Sync plugin version numbers that you're running.

Look forward to hearing from you,

Shaina

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patrice
InVision ambassador patrice , ambassador
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Hello, i had the same problem with Catalina. Problem solved ! I just signed out, then chosed the folder to sync, and signed in. Everything works fine.

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Michéle (Mikele) De Sousa
InVision ambassador Michéle (Mikele) De Sousa , ambassador
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Hi Patrice

Thanks for providing your feedback and so glad to hear you solved the issue. 

Thanks for sharing and if there is anything you may need assistance with in the future, please do let us know.

Stay awesome! 

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Antonio Mancini (Senior UX UI Product Designer)
InVision ambassador Antonio Mancini (Senior UX UI Product Designer) , ambassador
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Same problem here. Can't even sign in anymore

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Antonio Mancini (Senior UX UI Product Designer)
InVision ambassador Antonio Mancini (Senior UX UI Product Designer) , ambassador
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Antonio Mancini (Senior UX UI Product Designer)
InVision ambassador Antonio Mancini (Senior UX UI Product Designer) , ambassador
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Mary Seibert
InVision ambassador Mary Seibert , ambassador
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This has been an ongoing issue for my team since upgrading to Catalina.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador
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Hi Antonio,

Thanks for taking the time to provide all of the details that you have above about this issue. We're terribly sorry for the disruption that this issue must be causing for you.

I would like for our Support team to take a closer look at this for you to see if they can identify the source of the issue. I will open a ticket on your behalf with our Support team including all of the information that you've provided here. Please keep an eye out for an email from one of our Support agents soon.

Thanks for hanging in there,

Shaina

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador
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Sorry to hear that you're also running into these issues, Mary. Before sending this over to our Support team, can you please provide some additional details?:

  1. A screenshot of your "About this Mac" overview
  2. The version of InVision Sync that you're running
  3. A screenshot displaying the issue
  4. Are you also unable to login?

Look forward to hearing from you soon,

Shaina

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Antonio Mancini (Senior UX UI Product Designer)
InVision ambassador Antonio Mancini (Senior UX UI Product Designer) , ambassador
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Hi Shaina,

 

here it is. When I try to login, then the Sync is not responding. Tried many times to sign out. then sign in but still the same. Thanks.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador
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Hi Antonio,

Thanks for providing those details again. It looks like one of our Support agents followed up on your ticket that I had opened on your behalf notifying you of a potential solution. We shipped a small change that has resolved a number of issues for customers yesterday. Could I please have you restart your machine and test to see if the issue continues?

Look forward to hearing back,

Shaina

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Antonio Mancini (Senior UX UI Product Designer)
InVision ambassador Antonio Mancini (Senior UX UI Product Designer) , ambassador
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Hi there, I don't see any message about any solution. Neither I will see what will change restarting my machine if the plugin is always the same version and not updated.

Thanks for letting me know.

Best

A

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Jerry
InVision ambassador Jerry , ambassador
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I'm following up on this from last two weeks but no solution has been given. Infact I got a no sense message against problem as

Is this how DESIGN BETTER. FASTER. TOGETHER. work. Can you justify the text copy written on your website homepage with this kind of support? This is seriously pathetic. 

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador
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Hi Jerry,

So sorry to hear that you're continuing to encounter issues here. I have been working with your Support agent on this issue, and it looks like he has logged this issue with our Engineering team. As he mentioned in his update after doing some troubleshooting:

  • After doing some testing, it seems like a user is logged out after closing out the Sync App. When re-launching it, there isn't an active session, which is why you're seeing that "Not syncing" status. As a result, you need to "log out" and then sign back in in order to resume syncing.

If there's anything else we can help out with, please do let us know. Again, we're terribly sorry for the disruption that this issue is causing for you.

Thanks for hanging in there,

Shaina

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Jerry
InVision ambassador Jerry , ambassador
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Hi Shaina and Invision team,

Kindly note that is not only me who is encountering with this issue there are many who is effected with this bug.

As you mentioned "User is logged out after closing out the Sync App. When re-launching it, there isn't an active session, which is why you're seeing that "Not syncing" status. As a result, you need to "log out" and then sign back in in order to resume syncing" is not going to help us. Because the sync always resume from 0.......100%. I hope you can understand the problem and come up with a solution and not temporary fix...

Or should be assume that InVision is not capable of neither understanding/finding the issue and nor capable of fixing the bug???

Let us know very briefly and give us  a timeline by when this will be resolved. We are effected badly with this bug.

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador Edited
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Hi Jerry,

I've followed up with your Support agent and confirmed that they have made sure to file a report of this issue with our Engineering Team. As mentioned in your ticket, we are unable to provide concrete updates or timelines on any fix at this point.

Our teams prioritize issues based on the scope and impact of the issue. For that reason, we don’t have an immediate fix available.

We appreciate you taking the time to report this issue and for your continued patience. As soon as we have any updates, we will be sure to update your ticket.

Best,

Shaina

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