Technical Troubleshooting Tips

Something gone wrong? We're here to help!

In this article we'll cover:

  1. Troubleshooting Basics
  2. Submitting a Bug Report
  3. Advanced Troubleshooting

Troubleshooting Basics

As part of the troubleshooting process, we'll likely need to confirm a few things about your setup.

We recommend you check the following:

✅ You have a reliable and stable internet connection

Figma requires access to a reliable and stable internet connection. Figma does not currently support offline move.

If your connection is unreliable, or you experience periods of limited bandwidth, your performance will be impacted. Some things you may experience are:

  • Files loading slowly
  • Seeing low-resolution versions of your images
  • Reduced performance when panning and zooming in the Canvas

We're actively working on improving the Figma experience for low-bandwidth connections. Let us know by reaching out to the Support Team or Submit a bug report.

✅ You're running the latest version of your preferred browser.

Figma doesn't support developer or beta versions of browsers. We only support stable release versions of Chrome, Firefox and Safari.

Learn more in our What Platforms, Devices and Browsers are Supported? article.

✅ You have WebGL enabled

Figma is built using WebGL. You will need to have this enabled to use Figma. You can check if your browser has this installed and enabled, by visiting this website: https://webglreport.com/

Learn more in our How to Configure your browser for Figma article.

✅ You are running a 64-bit version of Windows

You must be running the Figma Desktop app in a 64-bit environment. Figma is not supported on machines running a 32-bit environment.

Learn more in our What Platforms, Devices and Browsers are Supported? article.

✅ You have enough available memory

There is currently an  active memory limit of 2GB on Files. If you are working with large Files in Figma, then you may run into some issues with memory. When your File reaches the active memory limit we will display an error message on screen.

Learn more about managing and improving memory in our Troubleshoot Memory Issues article.

❌ You aren't using Figma behind a Firewall or Proxy

If you're using the Desktop App behind a Firewall, proxy or Virtual Private Network (VPN), you may see the error message: Connection Error (407).

You have two options:

  • Use Figma in the browser. You can access the Figma web app from any of our supported browsers. Learn more in our What Platforms, Devices and Browsers are Supported? article.
  • Ask your IT department or systems administrator to unblock Port 443. This is the standard port for websites that are run over SSL (Secure Sockets Layer - https).

Quick Fixes

Here are some actions you can that may improve performance.

  • Close any Figma tabs that you aren't currently using.
  • Browser: Force-quit out of your browser application, then open Figma in a new browser window.
  • Desktop App: Force-quit the Figma Desktop app and restart it
  • Split up large Files into smaller Files.
  • Toggle off Multiplayer cursors, Layout Grids or Effects.

Still experiencing problems? Follow our instructions for Submitting a bug report below.

Submitting a Bug Report

If you've come across something that looks like a bug, you can submit a bug report in Figma.

What information should you provide?

The best way for us to identify the issue is to see it in action.

  1. We recommend including a short video that shows both the error and the action(s) you took before encountering it.

    If you're unable to take a video, please include:

    • A detailed description of the behavior e.g. When I do X in Figma, Y happens**. I was expecting** Z**.**
    • Step-by-step instructions on how we can reproduce the issue.
    • A screenshot of the error message, issue, or unexpected outcome.
  2. If this issue is happening in a specific File, we may need access to the File to troubleshoot further.
  3. We may also ask you some additional questions about your setup. This will help us to identify where the issue might be occurring. You can include these in your message to speed up the process:
    • Are you experiencing this on both the Figma Web app and the Desktop app?
    • Does the problem persist after restarting your computer?
    • Does the problem persist across different internet connections? Or on different browsers?
    • Is anyone else on your Team experiencing this issue?
  4. Click the question mark (?) in the Figma app and select Get Help
  5. Select the Ask tab to send us a message.
  6. Select Bug report from the field provided and click Next.
  7. Enter a Subject in the field provided.
  8. Add a detailed description of what you're experiencing. Read our tips on What information should your provide? below.
  9. Click the image icon to attach a File to your report: 
  10. Select the File from your computer. Repeat this step for any additional Files you need to add.
  11. A badge will indicate how many Files are attached. Click Send message to complete the process.

Advanced Troubleshooting

During the troubleshooting process, we may require additional information about your setup.

In this section, we'll explain how to:

  1. Using Developer Tools
  2. Complete a Chrome Performance Profile
  3. View your Graphics Card specifications (GPU)

Using Developer Tools

  • What: Use the Developer Tools to view and capture any errors in the Console log, or problems connecting to the Network.
  • Why: The Developer Console Log gives us access to a list of actions the browser has performed. This will highlight any error messages that appeared during the process. The Network tab details any connection issues.

Export your Developer Console Log:

  1. You can open the Developer Tools using the Keyboard shortcut. This works in both the Figma Desktop and Figma Web apps.
    • MacOS: Command-Option-I
    • Windows: Ctrl + Shift + I

    You can also open by Console log by heading to Help in the menu bar and selecting Toggle Developer Tools:

  2. Select the Console tab to view the Console Log:
  3. Any Console errors will be shown in red:
  4. We recommend saving a copy of the log. This allows us to view the errors in more detail and is preferable to taking a screenshot.

    Right-click in the console and choose Save as from the options.

    Note: You may see console errors relating to "api-iam.intercom.io". These do not impact performance or indicate an error with Figma. You can safely ignore these.

  5. You can then attach the File(s) to your conversation with Figma Support.

Tip! This website details how to take screenshots across different devices and operating systems: https://www.take-a-screenshot.org/

Follow the links below for more information on how to use the Developer Console in your preferred browser:

Complete a Chrome Performance Profile

  • When: If you are experiencing performance issues, like slowness and lagging, in the Figma Desktop app.
  • What: Use the Chrome Developer tools to record yourself performing the affected actions.
  • Why: Recording a Chrome Performance Profile will help us to identify how Figma is performing.

Record a Performance Profile:

You'll need to complete quit the Figma Desktop app, before you relaunch the app and record a performance profile.

  1. Launch the Figma Desktop app.
  2. Click Help in the menu bar and select Toggle Developer Tools
  3. This will open a Developer Tools window above the Figma app. Select the Performance tab from the options:
  4. Click the Record button in the top left corner of the window:
  5. A progress dialog will indicate that a profile is being recorded:
  6. You can now go back to the Figma app and perform any of the specific actions you're having issues with.
  7. When you're finished, return to the Developer Tools window and click the Stop button to end the profile:
  8. The Console will now show you a detailed view of the profile. You can even scroll through the timeline at the top to view a screenshot of each action:
  9. Right-click in the console and select Save profile. This will download a copy of the Performance Profile to your computer.
  10. You can then attach the saved File to your Figma Support conversation.

Tip! You can also use the keyboard shortcuts to start and stop the profiling process:

  • Mac: Command-E
  • Windows: Ctrl + E

View your Graphics Card Specifications (GPU)

  • What: View and export information about your Graphics Processing Unit (GPU) using Chrome's built-in tools.
  • Why: This report lets us know important information about your GPU. This includes which version you're running, color space, status and what specific features are currently enabled.

How to view your Graphics Card specifications:

  1. Open the Chrome browser.
  2. Enter chrome://gpu/ in the address bar: 
  3. This will give you a detailed report of your GPU specifications:
  4. Right-click on the screen and choose Save as:
  5. Ensure the Format is set to "Webpage Complete" before you click Save:
  6. Attach the saved file to your Figma Support Conversation.
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