Error export to PDF


#1

Hello, I try to export to PDF and I do not get it, it ends with an error
The same happens when exporting to PNG

In Browser Google
Version 65.0.3325.146 (Official build) (64 bits)

You can not access this website
It is possible that the web page blob: https: //balsamiq-wireframes.appspot.com/f7c26ff9-4444-46a8-9b01-7359a22b3728 is temporarily inactive or has definitely moved to another address.
ERR_INVALID_RESPONSE

Thank you


#2

Hi @Carlos_Alfonso_Contr,

Thanks for the post and apologies for this interruption. Let’s gather a little information and we’ll get to the bottom of this for you, ok?

First, can you try logging into Drive using a Chrome Incognito window and performing the export - does the same thing happen or does the export work as expected?


#3

Dear,

Solved. Start in INCOGNITO mode in Chrome and then balsamiq and my project, and if I could export to PNG and PDF.

Apparently the cookies or temporary files were causing problems.

I eliminated them and it worked without problems.

In any case, it is very strange, because yesterday I worked on the project without problems.
But it has been solved.

Thank you


#4

Sorry about the trouble with that @Carlos_Alfonso_Contr. The cache can be a weird thing sometimes. Let us know if you run into any other questions or issues.


#5

Did you find a permanent solution to this? I’m having the same problem and using Balsamiq Wireframes in incognito indeed helps. But I can’t get it to work in non-incognito even after deleting all the cookies and emptying browser.


#6

If you have completely cleared the browser’s cache, @theCrow, then it may be an extension that is causing the issue.

Try disabling your extensions, and then see if it works. If it does, then we can figure out which one is causing the problem by re-enabling them one-by-one. It’s a little tedious, especially if you have a lot of extensions, but it will get us to the bottom of it.

Let me know if that works.


#7

I tried disabling all my extensions and after that (with extensions disabled) doing a “Hard reset and empty cache” with a wireframe open. It didn’t help.

I already discussed this with your support on email and this clearly is some Chrome problem and quite a recent one since I export wireframes almost on a daily basis and I’m quite sure it worked last week. I’ll keep digging.


#8

That’s super weird, especially since it works fine in Incognito mode.

Just to confirm, have you cleared the Cached Images and Files & Hosted App Data from the advanced tab in Chrome’s Clear Browsing Data setting?


#9

I’m not sure if I did it exactly like this earlier but I just tried this and the problem persists.


#10

Thanks for giving it a try, Mika!

I’ve looped in our plugin developer, Stefano, and he’ll take a closer look at it today. We’ll reach out to you as soon as we have more information to share.


#11

I got it to work by uninstalling the Drive app, then clearing “Cookies and other site data”, “Cached images and files” and “Hosted app data” from Chrome settings and after that, reinstalling the Drive app. I think it’s possible that just removing and reinstalling the Drive app would have done the trick.


#12

Hi Mika!

Good to hear that you got it to work but reinstalling the app seems like a big step for solving this issue, sorry about that.

Before that, have you had a chance to try the steps we shared in our last email (from March 16th)?

Those seem to have worked fine on our end:

  • At the top right, click More and then Settings
  • At the bottom, click Advanced
  • Under “Reset”, click Reset
  • Confirm by clicking Reset
  • then close Chrome and open it again

We’ll be here if you need anything else. :slight_smile:


#13

Hi,

I didn’t want to do those steps since reseting seems to lose quite a lot of browser data. Removing and re-adding the Drive app wasn’t such a big deal. You just need to open Drive settings from the cog icon on the top right corner of Google Drive, select “Manage Apps” and from Balsamiq Wireframes’ options "Disconnect from Google Drive. The you can simply reinstall it by opening a mockup and installing Balsamiq Wireframes.

Mika


#14

I have had this same issue for several days. The “reset” option did not work for me. I have to disconnect then reconnect the app.


#15

Hi @neeta, @theCrow,

Thanks for the updates - I know this must be frustrating.

Do you know how to check the browser console for errors - if so, can you check the console when trying the export and let me know if you see any errors?

If not, you can see how to do that here: Using the browser console

Let us know if you see any errors - we’ll be standing by.


#16

This issue suddenly came back for me. Unfortunately, I’m not sure if I have rebooted since the last time it worked or not (I usually just suspend my laptop when I leave work). The below examples are from PNG export but the problem is the same as with the PDF export.

Console doesn’t seem to show any errors

But there is this error shown on the Network tab

I’ll be happy to provide additional info if you need something.


#17

Sorry to hear that this one came back, @theCrow.

I’ve shared the network error with our plugin developer but this doesn’t seem to give us any clear indication.

Just wondering: did you try to disconnect the app and reconnect it again?
If so, did it do the trick?

Feel free to reply via support@balsamiq.com directly since it’s easier for me to loop in the dev team there.


#18

I was waiting for your answer before trying the disconnect thing to see if you needed some other logs or something. Now I disconnected and reconnected Balsamiq Wireframes (and did nothing else) and it’s working again.

Super weird. I wonder if Google has done some magic tricks at the Drive’s end that break things in some situation.


#19

Thanks for confirming that this works, Mika.

We’ll keep investigating on this issue, weird one indeed!

We’re here if you need anything else.


#20

Here’s something new. I have created a Balsamiq Wireframes “Desktop app” by using Chrome’s More tools > Add to desktop function. At the moment, the export works when I open a Wireframe in a normal Chrome window but I get the error when using the “Desktop app”.

Edit: I’ll get rid of the “Desktop” version and see if the error stays away.