Prototype stuck in loading screen

[edwinr98045503]

Hi Adobe XD support team,

I am having problem showing the prototype to the client.

He can't view the prototype.

How he is getting a problem:
1. Opens up the prototype url link 2. Enter the prototype password protection

3. and then he is stuck in blue preloader, Loading screen.

Please need help asap.

[elainecc]

Can you try having him refresh the browser?

[edwinr98045503]

Hi elaincc,

He did try refresh and hard refresh but still stuck in loading screen

[ArunKaza]

We are sorry to hear that your published password protected link is not opening. Is it possible for you to share that prototype link with us?

It will greatly help us in investigating further as to why it is getting stuck. You can share it only with me by sending me a private message.

Thanks!

[edwinr98045503]

Do you guys have server restriction in iowa?

[edwinr98045503]

Hello any updates? I am sorry i can not show you the prototype.

Can you answer my question? Do you guys have restriction in iowa?

Options they tried but didnt work:
- Hard refresh
- Tried different browsers
- I removed the prototype password
- I changed the prototype link in my end

Is this something to do with your address restrictions?

Pleasea need response. Thank you!

[ArunKaza]

Can you confirm if it is happening only on your client machine, but otherwise, if you share the same link to other team members, then they are able to see the prototype load properly?

There are no address restrictions and definitely not for iowa.

Alternatively, can you send us the console log errors that might show up from that machine?

Steps to collect console log are:

1. Open the prototype link in Chrome browser
2. Type in the password to authenticate.
3. When prototype is getting stuck in blue loader screen, press "Cmd + Opt+ J" to show the console logs.
4. Copy paste the error calls shown in there. Note that they will be listed in red color.
5. You might want to remove any URL references in there (if shown), to avoid revealing source. Note that this is only if you see URL's getting listed in error.

[edwinr98045503]

only in client's end which from Iowa and i created the link here in New Jersey

We are able to see the prototypes here also tested it in other state but it's ok.

Can you let me talk to someone that knows related to the network issues because maybe that's their issue.
And from this, you guys can create an issue ticket, if the user trying to access the prototype they should prompt something like "There is something wrong with your network, Please adjust it inorder to view this cool prototype!"

[Preran]

Hi Edwinr,

Can you provide us with one (or preferably both) of the following:

- Link to your prototype

- Console log file

To send this information to me over a private message, click my name and use the Message button.

Thanks,

Preran

[ui.ux@dct]

Hi, I have the same experience. Difference being we are both located in Jakarta, Indonesia. What I understand from the client's side is since they are a finance company, that they have a very secure network with multiple layers of securities (firewalls, adblock, atc). We've been iterating back and forth and up to version 0.3 everything went just fine. When I upped the version to a higher fidelity, the prototype wont load. I tested the link internally and everything works just fine.

We tried to regenerate the link, both private and public, but while they can load the design specs just fine, nothing seem to work with the prototypes (on their side) they even tried to load through their personal device and data plan but it still wont load. Wondering if anyone can point out the probable factor other than that in the help section. thank you.

[Preran]

Can you get in touch with Adobe Customer Care for investigation? Contact Customer Care

They should be able to take a closer look at what's happening and help.

Thanks,

Preran