Your feedback is really important and we appreciate you taking the time to get in touch. We’ll do our best to help resolve any issues you might have.
To submit a report for a bug crash or an other issue, simply fill our Contact Customer Support form.
If you have found a bug, crash, or have any problems with Sketch, then including a sample document or screen recording with your report will help us diagnose your issue and find a solution faster.
We may also require additional information, such as console logs from you to help us with our investigation. Below are some quick tutorials and instructions on how to access files we often need.
Note: Any information you share with us is 100% confidential and we’ll delete any files you share with us as soon as we’ve finished our investigations.
Creating a screen recording
If you are experiencing something that can be easily replicated, then a screen recording may help aid your description. If a picture can say a thousand words, then imagine how many a video can say!
⌘⇧5 on macOS Mojave
If you’re running macOS 10.14 Mojave or later, you can quickly and easily take a screen recording by pressing ⌘⇧5. This will reveal controls that allow you to capture a video of your entire screen, a specific window, or a selected portion of the screen. Make sure to click on Options and then click Show Mouse Clicks, as this really helps us diagnose the issue. Additionally, if you’re comfortable doing so, you can also enable recording via your Mac’s microphone from the same options menu and talk through your issue as you make your screen recording.
You can find more detailed instructions on Apple’s website.
To create a simple recording, open your QuickTime Player app and choose File › New Screen Recording from the menu. Click the red record button, then follow the instructions on screen. To save, choose File › Export and select the quality. Make sure to click the little arrow beside the record button and then click Show Mouse Clicks, as this really helps us diagnose the issue. If you’re using macOS 10.15 Catalina or newer, you can click Options at the bottom of the screen and select Show Mouse Clicks, instead. Additionally, if you’re comfortable doing so, you can also enable recording via your Mac’s microphone from the same options menu and talk through your issue as you make your screen recording.
Sending a crash log
Whenever an application on macOS crashes, it’ll automatically create a
.crash file containing details as to what may have caused the crash. In the rare event of the Mac app crashing, attaching a crash log when contacting support will help us find out what caused the crash, and how we can fix it. Here’s how you can get hold of that file:
- In the Finder, go to your Applications folder, then Utilities and launch the app, Console.
- Under the User Diagnostic Reports portion of the sidebar, locate the most recent crash.
- When found, control-click it, and then select Reveal in Finder from the shortcut menu.
- Copy, or drag out the selected file from the Finder window and attach it to your message to us.
Collecting a spindump
If the Mac app becomes slow or unresponsive, running something called a spindump will gather a report that contains all the information we’ll need to debug the problem. You can do this by:
- Launching the Activity Monitor app. This can be found in Applications› Utilities folder.
- In the list of process names, you should see Sketch. Select it, then in the toolbar click the … ellipsis button (cog button on macOS Catalina and earlier), and choose Run Spindump from the pop-up menu.
- You may have to enter your computer’s password to continue, but a new window will appear that’ll log the output. This may take a little while.
- Once done, click Save… in the top-right and send that file to our support team along with your message.
Obtaining Console logs
Depending on the nature of a reproducible bug or glitch, we may ask to see the content of your Console to see what information the Mac app is telling your computer. This information will help our team investigate the issue better. You can grab them by:
- Launching the Console application from the Applications › Utilities folder in Finder.
- Click the Clear Display” item in the toolbar. This will make it easier to find what we’re looking for.
- Back in Sketch, try and trigger the issue (or let it happen).
- When triggered, switch back to Console, and type sketch in the filter bar — you should see some messages — these are the ones we’re looking for.
- Select them all, and in the menu, choose File › Save a Copy As… and send that document to us as part of your report.
Gathering a system report
We may request to see a summary of information about your Mac to resolve some specific issues. This information can be gathered via the System Information app.
- Choose the Apple () menu item and hold down the Option key to reveal the System Information… item.
- When the System Information app appears, choose File › Save.
- Select a location where you want to save the file, and include it in your message to our support team.
From this system report, we can gather hardware information, such as whether you’re using an iMac or MacBook, macOS version, information about your graphics card, etc. The System Information does not contain or reveal any personal data, or information that may be used to identify you.
If you have any concerns relating to privacy or use of data, please read our EULA.
Determining your browser details
In addition to the above tutorials on how to gather various files to include in your report, we’ve outlined the steps required to perform actions we often see requested.
Re-installing the Mac app
To do a clean re-install of the Mac app, it’s recommended that you use an uninstaller like AppCleaner (free) to ensure all files related to the Mac app are deleted.
After you have completed uninstalling the Mac app, please re-download the latest version and enter your license key again if prompted. (If you do not have a note of your license key, you can retrieve it over on our License Admin page.
Deleting the revisions folder
In order to free up some disk space that may have been used by the Mac app and the system’s Auto Save feature, we suggest using OnyX (free) by Titanium Software. Using this app is safer than manually deleting the files, which is likely to cause a whole host of issues.
To delete the Revisions folder with OnyX, please follow these steps:
- Launch OnyX, enter your machine’s password and confirm the disk verification.
- Click the Cleaning tab then select the Misc. pane.
- Select the Automatically saved versions of the documents checkbox, and deselect the other checkboxes that are enabled by default.
- Click the Execute button to clear the revisions folder.
⚠️ Warning: these steps will not only delete Versions of Sketch files, but also documents created by any other apps that use Auto Save.
To stop Sketch saving backups and versions to this location, you can deselect the Auto Save checkbox in the Mac app’s preferences, which can be found under the General tab.
We do not recommended that you disable Auto Save so you don’t accidentally lose any work. However this will be sure to stop your disk space from bloating undesirably.
Can’t find your answer?
Contact us and we’ll get back to you as soon as we can.