Support

We have compiled a list of questions frequently asked by our users. If there is a question that we did not address on this page, get in touch with us.

Don't forget to check out our growing social media platforms where you can ask questions to other designers using ProtoPie, find tips and tricks offered by experienced ProtoPie users or just simply stay up to date on the latest news about ProtoPie.

  • ProtoPie medium

General

Account

License & Purchasing

Privacy

  • Does ProtoPie comply with the General Data Protection Regulation (GDPR)?

    ProtoPie is striving to comply with the GDPR that has gone into effect on May 25, 2018. The GDPR gives citizens in the EU more control over their personal data. Regarding the personal data we collect, we are committed to the right to privacy you have as well as being transparent about why and how we store your personal data.

    Based on this data privacy regulation, we have made the following changes:
    • An updated Privacy Policy that is more transparent.
    • An updated sign up page.
    • The option to unsubscribe from all marketing communications at once on your profile page.
    • The option to delete your account on your profile page.

Troubleshooting

  • ProtoPie does not run at all. What should I do?

    If you get to see the following error message, follow the steps below depending on your operating system.

    save ProtoPie
    Windows
    1. Update to the latest version of Windows.
    2. Restart ProtoPie.
    macOS
    1. Go to "~/Library/Application Support/ProtoPie".
    2. Delete the "preference.json" file.
    3. Restart ProtoPie.

    Contact us if you need more help.

  • Importing from Adobe XD CC encountered a problem. What should I do?

    You received an error message stating "Importing from Adobe XD CC encountered a problem" when attempting to import designs from Adobe XD.

    ProtoPie must have access to Adobe XD its data folder. Due to unknown reasons, this folder's permissions to read and write could have been assigned to system only on macOS, which happens rarely. You need to change the permission settings for Adobe XD its data folder in order for ProtoPie's integration with Adobe XD to work.

    1. Click on the Spotlight icon in top-right corner of your screen to run Spotlight Search. adobe-xd-integration-doesnt-work
    2. Enter “~/Library/Application Support” in Spotlight Search and open the Application Support folder. adobe-xd-integration-doesnt-work
    3. Right-click on the Adobe folder and press Get Info. adobe-xd-integration-doesnt-work
    4. At the bottom of the Info window, you may find the Sharing & Permissions sections. Expand this section and click on the [+] button in the left bottom corner to add a permission. If needed, click on the lock icon to unlock the permissions settings. This would require an administrator name and password. adobe-xd-integration-doesnt-work
    5. From the list of Users & Groups, please select the username you are currently logged in with on macOS and press Select to add it to the permission list. adobe-xd-integration-doesnt-work
    6. Click the gear icon and select “Apply to enclosed items…”, then you will see the dialog below. Press OK to enforce permission settings to apply to all enclosed items. adobe-xd-integration-doesnt-work
    7. Close the Info window.
    8. Restart both ProtoPie Studio and Adobe XD.

    Contact us if you need more help.

  • Importing from Sketch, Adobe XD or Figma does not work. What should I do?

    There could be various causes to this happening. Make sure that you have Sketch, Adobe XD or Figma running with a file that contains at least one artboard (Sketch and Adobe XD) or frame (Figma).

    Regarding Figma, a fast internet connection with enough bandwidth is needed to import a frame into ProtoPie.

    Also, make sure to update to the latest version of the aforementioned tools.

    Contact us if you need more help.

  • Why does importing my designs with mask layers from Sketch not work?

    ProtoPie can only import artboards if all mask layers and layers affected by the mask layers have been grouped. This is usually the case. However, when a mask layer and the layers affected by this mask layer are at the top of layer hierarchy within an artboard, it could be that they are not grouped.

    Make sure to group a mask layer and layers affected by this mask layer if they happen to be ungrouped.

  • Why does it take a long time to import my designs from Figma?

    The fact that Figma is an online interface design tool brings its own set of challenges regarding ProtoPie its integration with Figma. Hence, importing a frame from Figma into ProtoPie could take longer than importing an artboard from Sketch or Adobe XD. Possible reasons for this are an affected latency depending on how far away you are located from Figma's server as well as your own internet connection.

    Make sure that you have a fast internet connection with enough bandwidth to ensure the best performance. Furthermore, we will keep working with Figma to improve any possible issues.

  • Why have some layers been imported from Figma incorrectly?

    When a frame contains text layers, mask layers and rotated layers, it is possible that they appear differently after importing due to technical limitations of Figma's API.

    You could work around this issue by doing the following.

    1. Add a frame in Figma covering all layers that have been imported incorrectly before.
    2. If these layers have visual effects such as shadow and blur, make sure the frame is big enough to contain the aforementioned layers.
    3. Put the aforementioned layers into the frame.
    4. Mark the frame as exportable.
    5. Re-import your frame into ProtoPie after selecting the “Only layers marked for export” option.
    6. This frame that you just re-imported will appear as one layer in ProtoPie.

    If the workaround above does not work for you, it would be due to the technical limitations of Figma's API. We recommend that you contact Figma directly.

  • There seems to be some lag in the preview window. What should I do?

    You can turn off the auto reload option in the preview window. You may find this option in the lower left corner of the preview window.

    preview lag

    Contact us if you need more help.

  • I cannot connect ProtoPie Player on my smart device to ProtoPie Studio using the QR code. What should I do?

    First, make sure that your computer and smart device are connected to the same network that is working well. Once they are connected to the same network, make sure that the IP address in ProtoPie Studio on your computer matches the one of your smart device in ProtoPie Player, e.g. 172.16.3.169.

    If you are still not able to connect ProtoPie Player to ProtoPie Studio, it could be that your network has certain security limitations or the IP addresses do not match even though your computer and smart device are connected to the same network.

    The alternative would be to connect ProtoPie Player on your smart device to ProtoPie Studio through USB.

    Contact us if you need more help.

  • I cannot connect ProtoPie Player on my smart device to ProtoPie Studio through USB. What should I do?

    Regarding iOS devices, make sure that your Lightning-to-USB cable has Apple’s MFI certification. On Windows, iTunes needs to be installed to connect iOS devices to ProtoPie Studio through USB.

    Regarding Android devices, make sure that USB Debugging is enabled. Learn more about USB Debugging.

    If this problem persists, reboot your smart device and try connecting again.

    Contact us if you need more help.

  • My prototype behaves differently in the preview window compared to ProtoPie Player or the cloud?

    Prototypes and their interactions made in ProtoPie should behave the same in the preview window, ProtoPie Player, and the cloud, with the exception of sensor-related interactions, interactions across devices, and interactions involving the Link response.

    Contact us if you encounter this issue.

  • ProtoPie Player crashes while loading or running my prototype. What should I do?

    There are various steps you can take to fix this.

    • Reboot your smart device.
    • If rebooting helped, it means there was a problem with the memory in the smart device. Make sure to not have too many apps open at the same time.
    • If rebooting did not help, delete ProtoPie Player and reinstall it.

    Contact us if you need more help.

  • I cannot find the fonts that I installed on my computer. What should I do?

    Make sure that you install fonts using Font Book on macOS or Fonts Control Panel on Windows, instead of using third-party font managers. After restarting ProtoPie Studio, you should be able to use fonts that you just installed.

    Contact us if you need more help.

  • Why can I not see the correct font in my prototype in the cloud or in ProtoPie Player on smart devices?

    ProtoPie utilizes fonts that have been installed locally on the computer or smart device. If you don't see the correct font in your prototype, it usually means that you still need to install this font on that specific computer or smart device.

    If you use macOS and iOS, you can transfer fonts easily from your computer to your smart device using AirDrop.

    Contact us if you need more help.

  • Uploading my prototype to the cloud does not work. What should I do?

    There are various steps you can take to fix this.

    • Check your network and make sure you have a fast internet connection with enough bandwidth.
    • Log out and log back in to ProtoPie Studio.
    • Restart ProtoPie Studio.

    Contact us if you need more help.

  • Why do videos not autoplay in my prototype in the cloud when using a desktop browser?

    Some browsers have policies in place that disable videos with sound to autoplay. We recommend enabling videos with sound to autoplay by going to your browser's settings.

    A workaround would be to remove the sound from the video you are using in case you don't need the sound of that video.

Still need help?

Is the answer to your question missing?
Get in touch with us.