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• Technical troubleshooting tips

  Something gone wrong? We are here to help!

  As part of the troubleshooting process, we'll need to confirm a few things about your setup. To help you prepare, we've put together a list of all our troubleshooting methods.

  Quick fixes: Here are some actions you can take to improve performance:

  • Close any Figma tabs not being used.
  • Browser: Force-quit and 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 Multiplayer cursors, Layout Grids, or Effects off.

  Seeing an out-of-memory error? Learn how to reduce memory usage and improve performance → 

  Font missing or running into other font issues? Troubleshoot common font issues →

  Basic Troubleshooting

  We recommend you check the following things:

  ✅  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 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).

  Advanced Troubleshooting

  If you're still encountering problems, we may ask you to perform some diagnostic tests.

  We've put together step-by-step instructions that take you through these tests. Follow the links below for more information.

  • Use Chrome Developer Tools
  • Record a Chrome Performance profile
  • View your graphics card specifications

  Submit a bug report

  If you're still experiencing problems, let us know! Check out our Submit a bug report to Figma article for more information on getting help.

• Submit a bug report

  What: Submit a bug report to Figma. The more information you can provide us with, the faster we can troubleshoot the issue.

  Why: This lets us know that there's something unusual happening in your account. We can then troubleshoot this further to find you a solution or explanation.

  If you've come across something that looks like a bug, you can submit a bug report without leaving Figma.

  • 1 Record the bug

    The best way for us to identify the issue is to see it happening. 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. For example: whenever I import a file from Sketch, I get an error that I have a failed import.
    • Step-by-step instructions on how we can reproduce the issue.
    • A screenshot of the error message, issue, or unexpected outcome.

  • 2 Confirm your setup

    The Figma support team may 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 in Figma in the browser and in 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?

  • 3 Share your file

    If this issue is happening in a specific file, the Figma support team may need access to the file to troubleshoot further. You'll be given the option to attach a URL to your Figma file to your bug report.

  Submit a report

  1. Click the question mark icon in the bottom-right corner of the screen.
  2. Select Contact support from the options.
  3. Wait for the Get in touch option to appear in the chat window (the option will appear after a few seconds).
  4. Click the button to Leave a message.
  5. Select Bug report among the options.
  6. Fill out the form by adding information about the bug you're experiencing using the subject and description fields.
  7. Please make sure to add any Reproduction steps, steps that the Figma Support team can follow to reproduce the bug in their testing.
  8. Add the Figma file URL of an affected file (if applicable, like if the bug is only reproducible in that file).
  9. Click on Attachments to select and upload screenshots or videos of what you're experiencing. You can add up to 5 files. Click the "X" next to a file to remove it from your report.
  10. Click Send to complete the process. The Figma support team will follow up with you via your email address.

  Note: If you're in the Editor and don't see the help icon, you may have disabled Figma's Help UI. Open the menu and search for Hide help UI. Click on the setting to toggle it on.

• Use Chrome 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.

  Open Developer Tools

  Open the Developer Tools using the Keyboard shortcut. This works in both the Figma Desktop and Figma Web apps.

  • Mac:  Command Option I
  • Windows:  Ctrl Shift I

  Or, head to Help in the menu bar and selecting Toggle Developer Tools:

  

  Export Console Log 

  1. From the Developer Tools window, select the Console tab:

  2. Any Console errors will be shown in red. Right-click in the console and choose Save as from the options.

     Note: 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.
     
     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.

  3. Attach the File(s) to your conversation with Figma Support.

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

  • Microsoft Edge
  • Mozilla Firefox
  • Google Chrome
  • Safari

  Export the Network Log

  The Network log will highlight any connection issues. This is useful if you're experiencing issues with loading times, image quality, or importing and exporting assets.

  1. From the Developer Tools window, select the Network tab: 
  2. Perform the action you're experiencing an issue with. This could be importing an image, interacting with an object, or performing a multi-player action.
  3. The Network tab will show details of any interactions between your Figma account and the network.
  4. Click the down arrow ⇩ in the toolbar to Export HAR file: 
  5. Attach the File(s) to your conversation with Figma Support.

  Need to submit a bug report? Check out our Submit a bug report to Figma article for more information.

• Record 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

  Note: 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

  Need to submit a bug report? Check out our Submit a bug report to Figma article for more information.

• View your graphics card specifications

  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.

  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.

  Need to submit a bug report? Check out our Submit a bug report to Figma article for more information.