Download png button not working in shiny app

[lozalojo]

Hi:

I've developed a Shiny app that uses Plotly. I've been reported several times a problem when exporting plotly plots that I am not able to solve and, even worse, I am not able to reproduce.

The app is at my github account (it's called memapp) and also at CRAN repositories, plots are ggplots coverted to plotly using ggplotly and rendered with renderPlotly.

This is the exporting window as usual, only available format is png, the image is correct:

http://ibb.co/h3Kyrn

But in some systems, when people try to export a plot, the window turns to this one, only svg vectorial file available.

http://ibb.co/jEi2HS

The exported image is not readable, at least by some online software I've tried.

This is the pastebin of the svg file:

https://pastebin.com/a3CLDTYN

My app is hosted online on a server running linux, this error happens when they run the app locally or at my server, so I guess it is not a problem of my app and it is something dependent on the OS of the client. People reporting this problem uses Windows OS (10 for sure, 7 or 8 I am not sure 100%).

Any clues of what's happening? What does Plotly check when exporting to png or svg files that can make certain systems not to allow to export to png?

[cpsievert]

Hard to know without a reproducible example, but you might want to try out our newly open sourced image server (and official release is coming in the next few days) -- https://github.com/plotly/image-exporter

[lozalojo]

A workmate has the problem I described (4 computers here with the app installed, 3 works perfect, 1 doesnt work, same OS, windows 10), If there is something to test to that system you might find useful to guess what's happening, let me know.

[lozalojo]

Also, in the computer with the png issue, I've tested a simple app like this one:

https://plot.ly/r/shiny-tutorial/

And the problem persists, no option to save the plot as png.