There are several reasons why a file may not open. In this guide, we’ll explore some common situations and possible fixes.
What are you seeing?
404 page or “You don’t have permissions”
If you open a file link and get a 404 page, the two most common explanations for this are:
- You don't have access to the file
- The file has been deleted
We recommend the following:
- Confirm you're logged in on the correct account
- Confirm you've accepted the invitation to view or edit the file under the correct account
- Check your deleted files to see if you can locate the file there
- Reach out to the file owner to regain access to the file
Memory alerts or errors
Every browser has its own active memory limit. This can differ across devices, but the general understanding is there's an active memory limit of 2GB for each tab in a browser.
Figma measures your memory usage as a percentage of your available memory. To keep you informed of your memory usage, Figma displays banners and alerts at certain thresholds: 60%, 75%, and 100%.
If your file reaches
100% of your memory limit, Figma will lock the file and inform you that there's no available memory. To access affected files, you will need to reduce your memory usage →
Are you seeing a blank page or canvas, or something else entirely? Jump ahead to the next section!
What can you try?
If you're not getting a 404 message or a memory alert, there are some actions you can take to improve performance.
Make sure you’re connected
Figma requires access to a reliable and stable internet connection. While there are some activities you can do offline, Figma doesn't have a dedicated offline version or mode.
If you’re offline, you can’t:
- Open your existing files, unless you opened them while online
- Access pages that hadn’t loaded while online
- Receive updates from other collaborators on open file
- Search for components from libraries or insert instances from a library
- Install new plugins, or run plugins that require external browser APIs
- View the version history of a file, or create new versions to save your changes to Figma
- Use any multiplayer features
Refresh or restart Figma
- Close any Figma tabs you're not using.
- Restart your browser or desktop app:
- Browser: Quit your browser application, then open Figma in a new browser window.
- Desktop App: Force-quit the Figma desktop app, then restart it.
Clear desktop app cache
Sometimes, you can get in a state where Figma isn’t behaving the way it should. For example: you can’t see or access new features in the desktop app.
To get Figma back in action, you can clear your desktop app cache. This clears out any cached files, like autosave data and temporary files.
If you have unsaved changes in your file, we recommend trying to open the file in the browser first. This will allow you to sync any offline changes, so you don't lose your data.
- Select the Help menu in the app bar.
- Go to Troubleshooting > Clear Cache and Restart.
Can't access this menu? Clear the app cache from the Terminal:
- Close the Desktop app.
- Open Terminal.app
- Enter the following command:
rm -rf "$HOME/Library/Application Support/Figma/Desktop"and press Return
- Open the desktop app again
- On the right side of the top toolbar, click the down arrow to open the menu.
- Go to Help > Troubleshooting and select Clear Cache and Restart.
Can't access this menu? Clear the app cache from the Start menu.
- Close the Desktop app.
- Open the Start menu
- Paste this string
- Press Enter to open the window
- Delete the Desktop and DesktopProfile folders, if they exist.
- Launch the Figma desktop app
Check the Console log
The Console log in Chrome's developer tools records any actions the browser has performed. If any of these actions fail, they will show as red in the Console log.
If there are any errors there, you can share a copy of the Console log with Figma's Support team. This information can help the Support team find and diagnose any error messages.
Open the Developer tools in the browser or desktop app using the shortcut:
- Mac: Command Option I
- Windows: Ctrl Shift I
Share the file with support
If you continue to run into issues opening a file, please reach out or submit a bug. Our support team will often ask further questions to help troubleshoot and identify any issues.
If you have checked the console log and have identified errors there, please include an export of the console log in your bug report.
If the issue is happening in a specific file, please include the link to the affected Figma file when you submit a bug report.
The support team doesn’t have access to your files by default. You can share the file publicly, or invite the support team to the file. They will give you specific instructions for how to do this when you contact them. You won’t be charged for any Figma employees that have access to your account.