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InVision ambassador ambassador
ZimaVit_e

Selection of account in Craft Sync on photoshop impossible

I installed Craft sync to use on Photoshop with a Windows computer. My account is linked, but when trying to create a new prototype, the account select tool just dissapears. See below pictures for what I mean. I don't know if it's a bug or something I'm doing wrong. Tried shutting of the computer and restarting, reinstalling Photoshop, ect... Any help welcome, thanks!

 

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Michael S
InVision ambassador Michael S, InVision Employee , ambassador
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Hello!

Thanks for taking the time to reach out about this, and I apologize for the trouble you're experiencing here! Just to clarify, does the account selector seem to disappear after a bit of time, or after a specific action? (For example, does it disappear when you click into the Prototype Name field to name the Prototype?)

Along with this information, would you mind providing the following?

  1. What operating system are you using? Please include the version (e.g. Windows 10).
  2. What version of Photoshop are you using?
  3. What version of the Craft Sync plugin are you using?

These details should help us take a closer look into what might be causing this. We look forward to hearing back from you!

Thanks,
Michael

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ZimaVit_e
InVision ambassador ZimaVit_e , ambassador
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The button only dissappears when I click on the "select account". It seems to pull upward and dissappears. If I close the window it's back but then the same issue. I'm running windows 10 version 1903. Photoshop I'm running version 21.2, the latest one. Same with Craft, I installed it through the craft installer available on the Invision website.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Thanks for following up with that information! I'm sorry to hear that you've run into so much trouble with Craft. Can you let me know if you received any error messages when encountering this issue?

Additionally, I know you mentioned you attempted to reboot your computer and Photoshop, but can you please let me know if you have tried uninstalling/reinstalling Craft to see if that resolves the issue?

Look forward to hearing from you,

Shaina

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ZimaVit_e
InVision ambassador ZimaVit_e , ambassador
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I mentioned I tried reinstalling photoshop to no avail, but I tried uninstalling both Craft and Photoshop again. Uninstalled both at first, then reinstalled photoshop and then craft sync. Logged into my account in the craft sync window in photoshop, but I'm having the same issue. My domain name is 'undefined.invisionapp.com' is this the issue? 

I am not receiving any error message unfortunately. Just a bug where the button dissappears.

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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That information about undefined.invisionapp.com really helps! Can you please confirm whether you're using InVision Cloud V6 or V7?

We have received reports from some other users signing in to Craft Sync in Photoshop with a V7 account using an email address and not a subdomain being logged into undefined.invisionapp.com

Look forward to hearing from you,

Shaina

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ZimaVit_e
InVision ambassador ZimaVit_e , ambassador
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Yes I am using invision v.7. Is there any olution for this yet? 

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Shaina Torgerson
InVision ambassador Shaina Torgerson, InVision Employee , ambassador
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Thank you so much for confirming. In the meantime, you should be able to regain access by following these steps:

  1. Sign out from Craft
  2. When logging back in, select Enterprise sign in
  3. Enter your unique domain
  4. Enter your login credentials.

You should then be able to select your account and sync your prototypes.

​​Please let me know how that works out for you! If these steps don't work, please let me know.

Additionally, I would like to get a ticket opened on your behalf with our Support team so that we make sure your report gets added to this issue that we're tracking. Please look out for an email from one of our Support agents soon.

Best,

Shaina

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