Unable to view prototype share links on mobile devices

[t_insight_design01]

Hi there,

yesterday I posted this issue in a existing forum topic, but still no answer... Getting desperate here :S
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XD Prototype links not working on mobile
"Hi, i'm having the same issue with a new prototype. 
When I view it on desktop it works fine, but when I open in chrome/safari on a mobile device it starts to load but then the browser displays an error.
This is very upseting since I have to deliver tomorrow! Please help!"
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— Today the issue remains, but I've been able to understand a little bit more about the problem.
It seeems the less interactions the prototype has, less the probability for error display. Also I reduced the amount of linked components and image size.
I was able to deliver a lite version of my work, with very few interactions and pages. However, this doesn't help much, because I don't have the possibilty to workaround this problem with the ongoing work.

I really hope you can help.

[HARSHIKA_VERMA]

Hi t_insight_design01,

I have logged a bug for this issue so that our team can investigate it further. I will get back to you if the team needs further details from you.

I appreciate your patience.

Thanks,

Harshika

[Sophie23644706g5hm]

Hi @HARSHIKA_VERMA ,

unfortunately I can not share any links because the prototype is for a client and therefore confidentially. But it is happening to all links - we tried anything during the testing week: Starting with one link with password to splitting the prototype into three "smaller" links because we thought it might be caused by the large size, to eliminating the password and creating new links after every testing - the problem happened no matter what. After like every 3-5 Minutes the prototype would crash back to the first sreen / the password screen.

Maybe did you change something with the last update? At least we did not have this problem in the first testing round (21. - 23. February). 

Also, it's really hard to find out, when the problem comes up, because on my phone and some of my colleagues phones, the links had no problems, others did... 

Thanks,
Sophie

[HARSHIKA_VERMA]

Thanks for the detailed information, Sophie23644706g5hm. Could you please check if the size of the file or images or vectors used in XD file is large or heavy?

We will try our best to help.

Thanks,

Harshika

[Sophie23644706g5hm]

Hey @HARSHIKA_VERMA , 

yes, we actually used some images that were 60 MB large. I minimzed them now to approx. 15 KB each. Hopefully that was the problem. But apparently for some other users it was not 😞 

Thanks, 
Sophie

[t_insight_design01]

Hi Sophie,

yes, unfortunately minimizing image weight doesn't work for me 😞

Harshika, are there any news on this topic? 

Thkx,

Camila

[HARSHIKA_VERMA]

Hi t_insight_design01,

Thank you for being so patient. Could you check the link once again? It is working for me now. There were a few updates to the link. The previous version throws an error, but the current version is working fine due to some components.

Let us know if that works.

We're here to help.

Thanks,

Harshika

[Sophie23644706g5hm]

Hey everyone, 

we are having user testings again this week and the image size reduction unfortunately did not help with our problem. In the end, what helped was to delete almost every component. Especially those that were used a lot or had various layer and states. After deleting the component grouping on many objects on the artboards, the last testing went well. I'm glad it worked now, but this makes it really hard to continue working, because so many objects are detached from the primary component ... 😞 

Cheers, 
Sophie

[t_insight_design01]

Hi Harshika, 
the link now displays only the first artboard, but when you interact with it, it displays the same error message as before.
Your team can check the same Adobe CC file or the updated file copy I shared via google drive before.

Can you explain what do you mean with "the current version is working fine due to some components". 

Thkx, 
Camila

[t_insight_design01]

Hey there Harshika, any news?

It's been 10 days since I last posted here and still no answer.

Are you guys really looking for an answer?
😞

[HARSHIKA_VERMA]

Hi t_insight_design01,

We are sorry for the delay in response. I have attached the gif of our interaction with the link. Please see if this is

how it is working at your end.

<Removed the GIF as instructed by the customer>

We will try our best to help.

Thanks,

Harshika

[t_insight_design01]

Hi Harshika,
I'm sorry, but didn't you guys read the thread or it's title?
It clearly states "Unable to view prototype share links on mobile device".
What you sent is a gif of the mobile link in a desktop browser. 

And again, this project is yet to be online, so please don't make gif's or any images and post them for everyone to see. Please remove the gif asap. 

Next time, please, read the post and all it's interactions from top to bottom before answering. 
I'm still hoping for a real solution.

Thkx, 
Camila

[HARSHIKA_VERMA]

I am sorry for the confusion, Camila. I tried opening the link on the mobile browser "Safari," and it worked fine on my end. 

I have updated the information to the bug logged for your issue so that our team can look again at issue.

I am sorry for the inconvenience. 

Thanks,

Harshika

[t_insight_design01]

Harshika, 

Did you interacted with the prototype?

As said before (post Apr 08, 2022), on my end the first page is displaying, but the prototype crashes right after the first interaction - either on safari or chrome browser mobile browser.

This is still a problem because, obviously, there can't be user testings or client presentations.
I can't stress this point enough: Adobe XD is failling with our clients.

Camila

[HARSHIKA_VERMA]

Hi t_insight_design01,

We understand your frustration. However, I have escalated your case to our product team, and they are investigating further on this issue. They are able to reproduce the issue at their end and also logged a separate bug for your issue.

We will try our best to help you.

We apologize for the inconvenience caused so far.

Thanks,

Harshika

[t_insight_design01]

Hello Harshika, 
Are there any news concerning this issue?
We are still experiencing the same problem - the prototype only displays the first screen in the mobile browser. It would be nice to have some follow up from you guys.
As before, you can see for yourself in the provided link and in the shared XD file

Hope to have news from you soon,

Camila

[danielk24407229]

I have the exact same issue and its extremely frustrating. As soon as you ad more than a few screens or a few interactions prototypes DO NOT work on iphones only on android. Errors galore and thats if the page even comes up. I am working on a large project at the moment and will have to remake the whole thing in figma or another software unless a solution is sorted shortly. 

[Kevin24976685fjtt]

We are also having the same problem. We have a huge file that can't be viewed on mobile browser. 

[t_insight_design01]

Hello Harshika, 
It's been a while since your last message. Was the team able to analyse this issue? 
The project we've been talking about is near its end, and I wasn't able to deliver a single mobile presentation to the client. 
The mobile prototype in web browsers never worked. Still doesn't. 

As you can see for the responses there are more users with the same problem. 
When will this become a priority?

Hope to hear from you and you team soon, 

Camila

[HARSHIKA_VERMA · Accepted solution]

Hi All,

Thank you for your patience. The issue was fixed with XD 55 release, please reload the links and let us know if you're still experiencing the issue.

Thanks,

Harshika