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InVision ambassador ambassador
Sara Wright
Answered

Unable to log in

I just installed Invision Studio on my Macbook Pro (Mohave). I'm running into an issue after I start up Invision Studio. It asks me to sign into Invision, which I do with my group account. After that, it takes me to login via my Google account (jumping to my browser), but after entering my Google credentials there, it just hangs and never logs in. 

Any ideas as to what I should try next?

Sara

 

 

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Shaina Torgerson
InVision ambassador Shaina Torgerson , ambassador
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UPDATE

Thanks for hanging in there while we investigated the troubles you were encountering with signing in with Google Auth in Studio. We wanted to let you know that we've resolved the issue on our end.

Thanks again for reporting this and we're so so sorry for the interruption to your workflow. If you come across any more hiccups in the future, or need a hand with anything else, feel free to reach out, we're always happy to help 😄​! 

 


Ella B
InVision ambassador Ella B , ambassador
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Hi Sara,

Thanks for posting here in Community. Sorry to hear that you're having trouble signing into Studio via Google Authentication. 

To help us troubleshoot what may be going on here, would you mind providing us the following details?

  • What version of Studio are you using?
  • Are you able to sign into your Enterprise account for InVision on the web?
  • Have you experienced this issue only while on your company's internet connection, or have you experienced it on other connections as well, such as your home or other outside connections?
  • Do you have any proxy, firewall, VPN, or other network security in place?

Looking forward to your reply!

Best,
Ella

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Sara Wright
InVision ambassador Sara Wright , ambassador
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Hi Ella,

I just downloaded today, so it's version 1.24.0.

I am able to sign into Invision on the web, and Craft too.

I am outside of my company's network at the moment, and don't believe anything is blocked. I don't have a VPN or any other network security, that I'm aware of.

 

 

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Ella B
InVision ambassador Ella B , ambassador
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Hi Sara,

Thanks for providing those details for our team to use in troubleshooting.

I’m opening a ticket on your behalf with our Support team so they can troubleshoot with you internally. Please keep an eye out for an email from one of our Support agents soon.

I apologize for any frustration and disruption that this issue is causing you!

Thanks for hanging in there,
Ella

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Sara Wright
InVision ambassador Sara Wright , ambassador
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Hi - Any ideas what the issue is?

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Michael S
InVision ambassador Michael S, InVision Employee , ambassador
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Hi Sara,

I see that Ella has looped you in with our Support team via email. If you're unable to locate the email, would you mind checking your spam and/or junk folders? The subject line will be titled "Request created from: Unable to log in"

In order to figure out what might be going on, our Support team will need to do some further investigation internally. It looks like our Support agent asked for the following information.

  1. Can you send a screenshot of the About This Mac overview? (click the Apple icon > About This Mac)
  2. Would you be able to record a screencast showing what is going wrong?

If you're able to share this information here, I'd be happy to pass it along to our Support team on your behalf.

Let us know if there is anything else we can do to help!

Thanks,
Michael

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