Hi all! I hope you're well and thank you for your patience while our team looked into this crashing behavior when using Chrome or other chromium-based browsers. We're happy to report an exciting breakthrough in this investigation!

After a helpful user-submitted report, we've found that Custom Scaling seems to be the setting that was crashing the page. Please follow the steps outlined below and let us know if it resolves the crashing behavior:

Step 1: Right-click on any open space on the Desktop, then select Display settings from the menu of options.

Do you have Custom Scaling enabled?

A) If you do NOT have Custom Scaling enabled 

Step 2. Click on the arrow next to Scale to set a custom percentage

Step 3. Select a custom scaling (e.g. 100%), type the number into the box, then click Apply to save changes.

Step 4. Open SyncSketch and try annotating.

B) If you have Custom Scaling enabled

Step 2. Click on “Turn off custom scaling and sign out”

Step 3. Sign back into Windows.

Step 4. Open SyncSketch and try annotating.

Please let us know if you have any questions or concerns about the above steps. Looking forward to hearing your results!

Hi all - Tracy with SyncSketch support here. Our internal teams are still investigating this behavior, but our current understanding is that chromium-based browsers (Chrome, Edge, Opera) on Windows devices are affected by this issue.

While we investigate, Firefox is the quickest workaround to continue using SyncSketch.

Some users facing this issue have reported that creating a new profile on their machine or disabling/re-installing OneDrive has resolved the issue for them, however we haven't had 100% success with this fix and are still looking into it.

We'll follow up here or via support tickets sent to support@syncsketch.com with updates. Thank you!

Hello Mike, was there an update on this? We have a few users at our studio experiencing this exact issue and we have been unable to find a cause. We have tried driver updates, different peripherals, and different browsers. Any other ideas we can try would be helpful. Thanks!

OMG! Just coming in to say the same thing! Driving me nuts. Can't teach using this because of the problem.

I have the same problem

Firefox seems unaffected

Yes i did, it´s weird because it happened first in Edge, then in Chrome, and i could work in Opera without problems, but now it happens in opera too... two different computers, three different browsers.. two different locations and internet providers... what it´s going on???

Hi Fernando Fr. -- Can you also reach out to support@syncsketch.com so we can continue to identify the problem?

This is happening to me too first in edge browser and now it happens in chrome too