Dragging elements buggy


#1

I updated to the latest version yesterday and have had some pretty serious issues. The main reason I downloaded the update is because I read there is an option now (YAY!) to turn off auto-save. I lost many iterations because of that auto-save feature. But, anyway … My main issue right now is that dragging elements causes them to “snap” to locations all over the screen. Sometimes they disappear from view entirely (somewhere out of view, I imagine). Even using the keyboard arrows to move elements isn’t working; things jump all over the place. Quitting Balsamiq and coming back helps for a little bit, but the issue comes back after a little while. This is a complete show-stopper for me. Any advice?


#2

Hi @heidster,

So sorry for the snag!

Is the issue specific to one file are are you able to reproduce it in a new project?
Could you please send your BMPR file to support@balsamiq.com so that we can try to reproduce the issue here? We will keep your data strictly confidential and only long enough to try to debug your issue.

Also, which OS are your running?

We’ll do our best to help with this, Heide!


#3

Thank you! I will send an email shortly. I’m on Windows 7 Professional.


#4

I’ve just bought a license and I’m having the same problems. I’ve taken a video of the snapping errors. Additionally when using the keyboard to move one element in a symbol the other elements move randomly :frowning:


#5

What a weird one @Daniel_Inniss, sorry for the trouble.

Are you seeing these issues when working on any project? Even after restarting the tool?
Also, are you running the latest version (3.4.4)?

Could you please share the related video and reach out via support@balsamiq.com?

Sorry again, Daniel. We’ll do our best to help with this!


#6

Its any project working with symbols that i’ve saved. I downloaded the
latest version today

Attached gif of buggy performance

Daniel Inniss
Integration Engineer | Conversocial http://www.conversocial.com


#7

Thanks for the update @Daniel_Inniss. It seems like your gif couldn’t be attached here.

Would you mind sharing it via email (support@balsamiq.com)?
Also, could you please send us a related BMPR file so that we can try to reproduce the issue here? We will keep your data strictly confidential and only long enough to try to debug your issue.

We’ll stand by for your response and we’ll go from there.


#8

I’ve sent an email with the attachments named “Buggy movements in balsamiq”

Daniel Inniss
Integration Engineer | Conversocial http://www.conversocial.com


#9

Thanks for sharing it @Daniel_Inniss. We’ll dig this deeper and we’ll come back to you via email then.


#10

I am having this exact same issue. I have noticed one difference - the issue does not occur when I am connected to my external Thunderbolt Display, it only happens when using my laptop display.

Balsamiq Version: 3.5.15
macOS Version: Sierra
Hardware: 13" Macbook Pro with Retina Screen

I have uploaded a screen recording of the issue.


#11

It also happens for me when resizing objects…

Screen recording of resizing bug


#12

Hi @johnpeele

Thanks for the post - from the videos it looks extremely frustrating and, for that, I can’t apologize enough.

First question is simple - if you quit the app. and restart it, does the issue go away, at least for a while?

The monitor connection detail is interesting and suggests an issue with the underlying framework we use Adobe Air. The (longer-term) good news is that we’re working on native versions of the desktop apps. which will remove the dependency on Air, bringing many benefits as well as resolving issues like this one.

Get back to me and I’ll dig into it more, ok?

All the best,

Alasdair


#13

Alasdair,

Yes, if I quit the app the issue does go away for a short period of time, but then it returns again.

Thank you for your help!


#14

Hi @johnpeele

Do you have a Balsamiq Cloud trial account by any chance? If so, can you upload the BMPR to your Cloud Space and let us know how it performs (in this specific regard). If not, would you mind starting one? If not, no worries, would you be able to send me (support@balsamiq.com) your BMPR file for the project and we’ll keep investigating.

All the best,

Alasdair


#15

Hi @alasdair

I wanted to follow up on this issue with some new discoveries. I noticed on Monday that Balsamiq crashed after disconnecting my Macbook Pro from my Thunderbolt Display. At the time I thought it was just a freak occurrence. But since that time, Balsamiq has crashed EVERY TIME I disconnect from my external display. I can reproduce the crash exactly every time I disconnect.

This seems like it could be related to some of my earlier comments regarding only having issues dragging elements while using Balsamiq directly on my Macbook and that I didn’t experience those issues when displaying Balsamiq on my external display.

Very interesting indeed. But this has made Balsamiq completely unusable for me now. It just crashes too often. I have included a portion of the crash report from the most recent crash.


Process: Balsamiq Mockups 3 [58880]
Path: /Applications/Balsamiq Mockups 3.app/Contents/MacOS/Balsamiq Mockups 3
Identifier: BalsamiqMockups3.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1
Version: 3.5.15 (???)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: Balsamiq Mockups 3 [58880]
User ID: 501

Date/Time: 2018-02-22 15:11:13.876 -0500
OS Version: Mac OS X 10.13.3 (17D47)
Report Version: 12
Anonymous UUID: 6AD4D726-ACCA-3E81-4220-5BC87FF523D8

Sleep/Wake UUID: 56C72429-0239-439A-ABBB-1A68F23E3EAE

Time Awake Since Boot: 860000 seconds
Time Since Wake: 13000 seconds

System Integrity Protection: enabled

Crashed Thread: 0 Dispatch queue: com.apple.main-thread

Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000028
Exception Note: EXC_CORPSE_NOTIFY

Termination Signal: Segmentation fault: 11
Termination Reason: Namespace SIGNAL, Code 0xb
Terminating Process: exc handler [0]

VM Regions Near 0x28:
–>
__TEXT 0000000100000000-0000000100006000 [ 24K] r-x/rwx SM=COW /Applications/Balsamiq Mockups 3.app/Contents/MacOS/Balsamiq Mockups 3

Thread 0 Crashed:: Dispatch queue: com.apple.main-thread
0 Adobe AIR_64 0x0000000103380803 0x102f1b000 + 4610051
1 com.apple.CoreFoundation 0x00007fff4173abbc CFNOTIFICATIONCENTER_IS_CALLING_OUT_TO_AN_OBSERVER + 12
2 com.apple.CoreFoundation 0x00007fff4173aaaa _CFXRegistrationPost + 442
3 com.apple.CoreFoundation 0x00007fff4173a7f2 ___CFXNotificationPost_block_invoke + 50
4 com.apple.CoreFoundation 0x00007fff416f8670 -[_CFXNotificationRegistrar find:object:observer:enumerator:] + 1664
5 com.apple.CoreFoundation 0x00007fff416f77a3 _CFXNotificationPost + 595
6 com.apple.Foundation 0x00007fff437dc467 -[NSNotificationCenter postNotificationName:object:userInfo:] + 66
7 com.apple.AppKit 0x00007fff3f5d148f -[NSWindow _postWindowDidChangeBackingPropertiesAndDisplayWindowForPreviousBackingScaleFactor:previousColorSpace:] + 197
8 com.apple.AppKit 0x00007fff3ee96313 __67-[NSWindow _updateSettingsSendingScreenChangeNotificationIfNeeded:]_block_invoke + 212
9 com.apple.AppKit 0x00007fff3ee2d018 NSPerformVisuallyAtomicChange + 146
10 com.apple.AppKit 0x00007fff3edb2470 -[NSWindow _updateSettingsSendingScreenChangeNotificationIfNeeded:] + 193
11 com.apple.AppKit 0x00007fff3f07c8ae -[NSWindow _displayChangedSoAdjustWindows:] + 146
12 com.apple.AppKit 0x00007fff3ee7754f __44-[NSApplication makeWindowsPerform:inOrder:]_block_invoke + 27
13 com.apple.AppKit 0x00007fff3f122014 __52-[NSApplication _findWindowWithOptions:passingTest:]_block_invoke + 26
14 com.apple.AppKit 0x00007fff3f1221c3 -[NSApplication enumerateWindowsWithOptions:usingBlock:] + 301
15 com.apple.AppKit 0x00007fff3f121fc1 -[NSApplication _findWindowWithOptions:passingTest:] + 147
16 com.apple.AppKit 0x00007fff3ed040e1 -[NSApplication makeWindowsPerform:inOrder:] + 255
17 com.apple.AppKit 0x00007fff3f8875fd -[NSApplication(ScreenHandling) _reactToScreenInvalidationImmediately:] + 60
18 com.apple.AppKit 0x00007fff3f887585 __60-[NSApplication(ScreenHandling) _reactToScreenInvalidation:]_block_invoke + 59
19 com.apple.CoreFoundation 0x00007fff4174358c CFRUNLOOP_IS_CALLING_OUT_TO_A_BLOCK + 12
20 com.apple.CoreFoundation 0x00007fff41726043 __CFRunLoopDoBlocks + 275
21 com.apple.CoreFoundation 0x00007fff41725e08 __CFRunLoopRun + 3128
22 com.apple.CoreFoundation 0x00007fff41724f43 CFRunLoopRunSpecific + 483
23 com.apple.HIToolbox 0x00007fff40a3ce26 RunCurrentEventLoopInMode + 286
24 com.apple.HIToolbox 0x00007fff40a3cb96 ReceiveNextEventCommon + 613
25 com.apple.HIToolbox 0x00007fff40a3c914 _BlockUntilNextEventMatchingListInModeWithFilter + 64
26 com.apple.AppKit 0x00007fff3ed07f5f _DPSNextEvent + 2085
27 com.apple.AppKit 0x00007fff3f49db4c -[NSApplication(NSEvent) _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 3044
28 com.apple.AppKit 0x00007fff3ecfcd6d -[NSApplication run] + 764
29 Adobe AIR_64 0x0000000102f1d9ce 0x102f1b000 + 10702
30 BalsamiqMockups3.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1 0x000000010000203c RuntimeAppMain(char const*, int) + 142
31 BalsamiqMockups3.EDE15CF69E11F7F7D45B5430C7D37CC6C3545E3C.1 0x00000001000018ac start + 52



#16

Hi @johnpeele,

Thanks for getting back to us. I know this must be incredibly frustrating for you.

Because of the source of the problem and the nature of our desktop apps, while we may be able to work around this, we don’t have an immediate solution. That said, we have a plan in place to address this and the issue will be addressed with the update to the desktop apps we’re working on right now.

It’s a case of bad news/better news/good news. The bad news is that the problem is with the underlying platform on which our Mac and Windows apps are built - Adobe Air. We’re aware that it’s an issue for a lot of users of apps based on Adobe Air (e.g. Crashes when disconnecting a monitor on OS X) and it has been for some time. We reported the issue to Adobe 3 years ago but we’re not aware the issue has been finally and fully addressed.

The better news is that there are a couple of things you can try to mitigate the problem:

  • The issue definitely seems to occur more frequently when the Mac is asleep - is that your experience? Some of our users report that the issue is resolved if they disconnect only when the Mac is not asleep.
  • The issue does seem to occur less frequently when the app is on the primary monitor. Air seems to have more issues with apps on secondary monitors. Again, this is borne out by feedback from other Balsamiq users. If you use Mockups 3 on your external monitor, you could consider changing that to your primary monitor (System Preferences -> Display). I mention this only in the interests of completeness - I note your comments about your own experience with the app on the primary vs. a secondary monitor.
  • You could try to ensure that you quit the app. before disconnecting your monitor where possible.

Finally, the good news is that we’re acutely aware of the issues that arise from the current apps. being based on Air and we’re addressing it fundamentally by creating new, native apps which will no longer rely on that framework. The new apps. will be faster, improved and, importantly, if something breaks or is not working correctly, we’ll have complete control over the resolution. The new apps - based on the same engine as Balsamiq Cloud will ship later this year.

Have you taken a look at Cloud? As with all our products, we offer a month-long trial and, under the circumstances, I’d be happy to offer you an extended period to evaluate it and see if it might work for you. It is web-hosted so it does require an internet connection so, if you need to be able to run the app with no connection, it would not be a fit for you.

Sorry to not have better immediate news, @johnpeele but I hope that this is useful and we can get you working satisfactorily in the short term with a workaround and in the longer term with the native app.