Endless processing version - Sketch cloud

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1

The versioning of one of our sketch files it’s stuck in processing version and shows an endless generating screen, when I try to delete the version I can’t delete it and I can’t see the last version. We need to show our lats version to stakeholders and we are not able to do it…

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Can anyone help?

3

Hi @noe

I’m Cristiana from the Support team—I’m happy to help here!

To investigate this issue further, we’ll need to check the document’s backlogs. For that, please send us:

  • The URL of the affected document
  • Support Access enabled for your workspace (this temporarily gives us permission to view the information we need)

Here’s how to enable Support Access:

  1. Open your Workspace in the web app
  2. Click Help in the bottom-left corner
  3. Select Support Access, then toggle it on

Note: Only Admins can enable Support Access. If you’re not an Admin, you won’t see this option.

Once Support Access is enabled, send the document link to productsupport@sketch.com, and we’ll take it from there as soon as possible.

Looking forward!

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4

Thanks @Cris!!
I have sent the email, hope you can fix this soon!

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5

Hi,

I’m having the same problem with another file that is getting stuck in processing version and shows an endless generating screen…

Can anyone help?

6

Hello @noe

Is possible this is related with the AWS ongoing issue. We received reports this is being fixed. Could you let me know if this issue persists?

Cheers,

7

Hi Cris,

Thanks for your response. Yes, the problem persists.

8

@noe :waving_hand:

We receive communication that AWS server outage got resolved today at 1 a.m. CET. I will recommend you to:

  1. Restart your mac
    1. Shutdown
    2. Wait 10 seconds
    3. Power back on
  2. Reopen Sketch
  3. Try to save a new version of the document into the Web app.

If the issue persists, please follow these steps:

  1. Duplicate the file

    1. Open the document.
    2. Go to File > Duplicate File.

  2. Save the new duplicated file to the web app.

Let me know if any of these steps help.

Cheers :folded_hands:

9

Hi Cris,

Only to let you know that this problem is solved.

Thanks for your help!

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