Unable to view or share documents via Workspace

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1

Hello,

I am currently blocked when trying to share my files via the Workspace.

I recently did a major cleanup by deleting many files to free up storage space, as it seemed obvious to me that this was the source of the issue. However, even after freeing up sufficient space, I am now unable to view my new projects online.

For example, each new project appears as “Processing Document” in the “All documents” view of my Workspace. I can open it in my Sketch application and edit it without any problem, but it is impossible to view it through the browser.

This is really blocking my work, as I need to share access to these files with my remote team. The situation is very complicated for me, especially since I do not understand the cause of the issue (storage shows 27.55 GB used out of 50 GB).

Thank you very much for your help.

Marine

2

Hey there,

Could you get in touch via productsupport@sketch.com so we can take a look at your account and see what might be happening?

The Processing Document… status only happens when the web app is rendering the document, but even for really complex documents it only lasts for a couple of seconds (tops) and then it should render normally.

4

We are far from a few seconds, as in my case the file never appears :wink:

I’ve send you an email via the product support contact.

Thanks

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5

Update

We were able to identity Grafine’s issue. It was a rare case of A Symbol Source within a Symbol Source which caused the web app to fail the rendering process. We fixed the document and shared it with her.

After fixing the document, it was rendered without issue on the web app. If you’re experiencing something similar, do write to productsupport@sketch.com and the team will assist you!

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