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InVision ambassador ambassador
Brody Albert

problem with synch in Photoshop

Hello, 

I am having problem with the sync dialog box in Photoshop. It will not allow me to select an "account type" when creating a new prototype. Nor do I see existing prototypes. Is this happening with anyone else?

I've tried on both my MacBook and my iMac. Running PSD 2020 and on an updated operating system. 

Thank you!

-Brody

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Brody,

Sorry to see that you're having issues with Craft for Photoshop. To get a better idea of what might be causing this issue, can you please provide some additional information?:

  1. A screenshot of your "About this Mac" overview
  2. The version of Craft Manager that you're running
  3. The version of Craft Sync + Prototype that you're running
  4. When did you first notice this starting to happen?

Look forward to hearing from you,

Shaina

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Brody Albert
InVision ambassador Brody Albert , ambassador
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Hi Shaina, thank you so much for your help.

1. Screenshot of my laptop below, but this is happening on my desktop as well. 

2. Craft Manager 1.01.91

3. Craft Sync + Prototype 2.3.143

4. It happened as soon as I installed the program. I am new to both Craft and Invision and have not been able to get the Sync function to work. 

Thank you for your time, 

Brody

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Brody,

Thanks so much for providing those details! Craft issues can often be resolved by uninstalling and reinstalling the plugin, so I'd like for you to give that a try using the instructions below.

To uninstall Craft:

  1. Click the Craft Manager icon in the macOS menu bar.
  2. Click the gear icon in the upper right corner.
  3. Click Preferences.
  4. Click Uninstall to uninstall the plugins.

The plugins should now be uninstalled. To reinstall:

  1. Click the Craft Manager icon again in the macOS menu bar.
  2. Select the Tools tab at the top of the window.
  3. Click Install.

If you continue to experience issues after reinstalling, let me know and I’ll be glad to walk you through some next steps!

Thanks,

Shaina

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Brody Albert
InVision ambassador Brody Albert , ambassador
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Thank you so much for your quick response. 

I followed your instructions to uninstall and reinstall the plugins. I quit all applications and restarted my computer. Seems like I am still having the same problem. When I click on the "Select account" tab to create a new prototype, there is nothing clickable. 

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Thanks for attempting the steps above, Brody. I'm sorry to see that you're still having issues.

At this point, I'd like our Support team to take a closer look at this for you. I'll open a ticket on your behalf so they can troubleshoot further. Please look out for an email from one of our Support agents soon.

Thanks for hanging in there,

Shaina

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lee
InVision ambassador lee , ambassador
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Did this ever get resolved? I have the same issue

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Lee,

Sorry to hear that you're experiencing the same issue as what Brody has reported above. In order to determine what's causing this issue for you, we will need some additional details like the ones request above. Can you please provide some additional information?:

  1. A screenshot of your "About this Mac" overview
  2. The version of Craft Manager that you're running
  3. The version of Craft Sync + Prototype that you're running
  4. When did you first notice this starting to happen?

Additionally, did you already attempt to uninstall and reinstall Craft using the steps mentioned above?

Look forward to hearing from you,

Shaina

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Vit
InVision ambassador Vit , ambassador
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Hi, I'm on Windows and having similar issue. Before asking for additional system information etc. - did this get resolved, and how? Thank you.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Hi Vit,

Thanks for reaching out to follow up on this issue. After working with Brody on this, our Support team was able to connect what he was experiencing to a known issue that our Engineering team is investigating. In the meantime, you can try the following workaround: 

  1. Click the Craft icon in Photoshop to activate the Craft window.
  2. In the upper right corner of the Craft window, click the Gear icon.
  3. Click Logout below your email address. 
  4. Click the Sign into InVision button.
  5. Click Enterprise sign in below the Sign In button. 
  6. Enter your team's domain in the team domain field. 
  7. Enter your InVision email and password, then click Sign In.
  8. Attempt to sync your file with Craft again.

However, each customer report is unique to the specs you see requested above. In order to confirm that you're experiencing the same issue as what Brody originally reported, we would greatly appreciate you providing the following information:

  1. A screenshot of your "About this Mac" overview
  2. The version of Craft Manager that you're running
  3. The version of Craft Sync + Prototype that you're running
  4. When did you first notice this starting to happen?

Hope this helps!

Shaina

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