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• Image loading issues

  This article covers some of the most common image-related issues experienced in Figma and how to fix them.

  Image resolution

  There can sometimes be a delay in loading your images in the Editor, or within your Prototypes.

  This can happen in files with a large number of high-resolution assets. Or when you're loading a large file with many assets for the first time.

  To improve loading performance, Figma stores images at different resolutions. If you're seeing a low-resolution version of an Image, don't worry! The high-resolution versions of your image are still available and are loaded where appropriate.

  We recommend trying the following:

  • Close any open Figma files you aren't currently using
  • Close the affected file and reopen it in the Editor
  • In the browser: quit your browser and relaunch it
  • In the Desktop app: right-click on the File tab and select Reload tab
  • Check your internet speed and connection to make sure your device is online

   

  Prototype images

  An issue with images not loading in a prototype is usually caused if:

  • Your device is experiencing a poor internet connection or is offline. Confirm your device has a reliable internet connection.
  • You have browser extensions, such as ad blockers, preventing images from appearing in Presentation view. Try disabling browser extensions or learn how to add figma.com to the allow list by referencing the extension's documentation.

  

  Extensions known to block images in Presentation view as of August 2020:

  • Ghostery
  • Video Downloader PLUS
  • iDM Integration Extension
  • Honey
• Changes are not saving

  We take data loss issues very seriously. If you think you've experience data loss, please review this document to help us better understand the issue you've encountered. You can also contact our Support team by clicking the black question mark in the app, or by emailing support@figma.com.

  First, check for a little white circle next to the document title. 

  

  If you see that circle, there are changes that have not yet been saved. If you're offline, that circle will be present. If you are going in/out of connectivity, you may see that white dot appear.

  If you are online, try opening the same file in a different tab to check for missing content in the new tab. If all your work appears in the new file, it's safe to close the new tab.

  However, if you are missing changes when you open the file in a new tab, please follow the steps below:

  1. Leave the 2nd tab open and return to the original tab.
  2. Use these shortcuts to save your work locally as a .fig file.
     • Mac: Shift-Command-S
     • Windows: Shift + Control + S
  3. Click the menu icon and select Back to files to return to the File Browser
  4. Drag and drop your saved .fig file back into the file browser

  Note: This .fig file is a duplicate of the original objects. When you import this file, you have a completely new document with its own version history.

  To preserve the original history, and especially if the original document included main Components, please follow these additional steps as well. Once you see all your work in the imported file:

  1.  Go back to the first tab with the original file and refresh that tab (right click on the original tab and Reload Tab)
  2. Anything you're missing in original file/tab, you'll need to copy back in from the re-imported file
• Troubleshoot Files not opening

  There are a number of factors that may cause issues with loading Files. If you're unable to open or load a specific File, or any Files, there are a few things we recommend.

  To help diagnose the issue, we may ask you the following:

  • Are you experiencing this on both the Figma Desktop app and Figma browser app?
  • Does the problem persist in Incognito or Private browsing?
  • Do you have a reliable internet connection?
  • Are you experiencing this issue with a single file, or with all files.

  Note: 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 usually display an error message. Depending on the size of the File you may not be able to even load it.

  Learn more about how to manage memory in our Troubleshoot Memory Issues article.

  File opens a 404 page

  If you open a File link and land on a 404 page, there are two common explanations:

  • You no longer have access to the File
  • The File has been deleted

  

  We recommend the following:

  • Make sure you're logged in to Figma under the correct email address.
  • Make sure you have accepted the invitation to view or edit the File under the correct email address.
  • Check your Deleted Files to see if you can locate the File there. Learn more about viewing deleted files in our Delete a File article.
  • Reach out to the File owner to see if they have removed your access.

  Restart Figma

  Here are some quicks 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.

  Check the Console Log

  The Developer Console Log gives us access to a list of actions the browser has performed. If there are any error messages that appear during the process, they will show in red here.

  

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

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

  If there are any errors there, we'll need to see a copy of the Console Log. Learn more about exporting the Console log in our [Use Chrome Developer Tools](You can 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 You can also open by Console log by heading to Help in the menu bar and selecting Toggle Developer Tools:) article.

  Tip! Check out our Technical Troubleshooting Tips for other things to try to improve performance.

  Share Files with Figma Support

  As part of the troubleshooting process, we may need to access the affected File.

  If you are comfortable with sharing the File temporarily, you can update your link sharing settings. This will allow members of the Figma support team to see what's happening.

  To update link sharing:

  1. Open Figma in the File Browser.
  2. Right-click on the File and select Share from the options.
  3. Update the link sharing settings to Anyone with the link.
  4. Update the permissions to can view.
  5. Click Copy link to copy the File URL to your clipboard.

  

  Note: If you would prefer not to share your File publicly, you can temporarily invite a member of the Figma support team to the File. They will give you specific instructions for how to do this when you contact them.

• 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? Check out our Troubleshoot Memory Issues article for tips on how to reduce file size and improve performance.

  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.

• Troubleshoot memory issues

  If you are working with large files in Figma, then you may run into some issues with memory.

  There is currently an active memory limit of 2GB on files. This is a technical limitation with browsers. Figma serves both the web app and desktop app via a browser.

  When your file reaches the active memory limit we will display an error message on screen.

  Restore a Previous Version

  In some rare circumstances, you may no longer be able to view, edit, or delete the file once your file size reaches this limit. If this happens, you will need to restore a previous version of the file before you can continue.

  Note: Any changes you have made to the file between the last version and the restored version will no longer be available.

  As the Error message indicated, you won't be able to access the normal version history view, as the file cannot be opened.

  Instead, you can recover your previous work via a hidden menu option in the file Browser.

  1. Navigate to the file Browser.
  2. Access the hidden Version History menu item using these shortcuts when clicking on the tile for the affected file: 
     • macOS: Option Shift and right-click
     • Windows: Alt + Shift and right-click
  3. Select Restore from version from the options:
  4. You will then be able to select which version you wish to restore. Click Restore to open the required version:
     
     
     

  If you are unable to view the last version of a file, then you may need to go back further. If you're having trouble accessing previous versions, please reach out to the Support Team. Click the " ?" in the bottom-right corner and select "Get Help". Or, send us an email on support@figma.com.

   

  Managing memory usage

  There are a number of factors that contribute to memory usage.

  Hidden Layers

  The most common reason for running out of memory in Figma is using multiple Instances of a Component within hidden layers. If a Component has a large number of hidden layers, a Figma file can potentially have millions of objects associated with it. This increases the risk of running out of memory.

  We recommend that you avoid using hidden layers to represent different states. Instead, create separate Components for each state and switch between them.

  

  Check out our Using Instances and Components article for more information. Or, watch the Figma Tutorial: Components Playlist (see below).

  Files with multiple pages or images

  If you have a large file with a significant number of pages, or lots of high resolution images included, your active memory will be affected.

  We recommend splitting up large files into smaller files. This can be done by copying and pasting the content of individual pages into a new Figma file.

  Importing Large Assets

  If you have imported a large text, image or vector based file into a Figma file, then this will also affect your memory usage.

  The Resource Use tool will allow you to track your current usage (see above).

  If you are near the memory limit, you may need to reduce the number of quality of assets you import. Alternatively, you may wish to:

  • Break large files into smaller files.
  • Compress high resolution images.
  • Import complex SVGs in smaller parts.

  Check out our Importing files to Figma article for more information on importing files.

• Update Chrome to avoid Networking Issues

  Before you Start

  Who can use this feature

  Users on Any Figma plan

  Users of the these Chrome versions: 77.0.3865.75, 77.0.3865.90 and 77.0.3865.105

  You can find out what browser and operating system version you're using via What's my Browser

  A recent update to Chrome contains a networking issue which may cause Figma users to lose changes while editing. You can check for updates to Chrome by entering "chrome://settings/help" into your browser's address bar.

  While this issue isn’t affecting everyone, we strongly encourage users on the affected versions of chrome to upgrade to version Chrome/77.0.3865.120 or greater to avoid any issues.

  The versions of Chrome with this networking issue are:

  • 77.0.3865.75
  • 77.0.3865.90
  • 77.0.3865.105

  If you are unable to upgrade, you can use the Figma Desktop or switch to Firefox to edit Figma files until you can do so.

  If you have any questions, please reach out to the Support team in app or at support@figma.com.

• 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 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. You'll be given the option to attach a URL to your Figma file to your bug report.

  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. Search Report a bug, then click Contact us.

  6. Select Bug report from the field provided and click Next.

  7. Enter your name, email address for your Figma account, and a subject in the fields provided.

  8. Add:

     • Detailed description of what you're experiencing
     • Steps to reproduce
     • Figma File URL (recommended)

  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.

• Scheduled maintenance

  Figma performs occasional updates that require a restart of our platform and any related services. During scheduled maintenance, you will not be able to load Files in Figma.com or the Figma Desktop App.

  Tip! Visit status.figma.com to view service status in real time and confirm when scheduled maintenance is complete.

  What to expect

  Scheduled maintenance can take anywhere from 30 to 60 minutes. During this time, you won't be able to access Files via Figma.com or the Figma Desktop App.

  Performing maintenance on Figma’s software and platform means our services have to be restarted. The exact reason can vary, but in general, scheduled maintenance is required to perform software upgrades on our end to make Figma more reliable in the future.

  • If you try visiting Figma.com, we'll show you an alert letting you know Figma is currently unavailable.
  • If you are in the File Browser, you can browse your teams and Files, but won't be able to open any Files.
  • If you have a file open in the Editor, we will display a red banner to alert you to the ongoing maintenance. We will remove this once maintenance is complete and Figma is back online.
  • If you refresh a Figma tab, you will no longer be able to access that file or resource and any unsaved changes will be lost.

  

  What to do

  Caution Figma will not automatically save changes you make to a file during scheduled maintenance.

  To let you know your changes have not been saved, Figma will show a white dot next to the File name.

  We recommend you avoid making changes to files until maintenance is complete, especially if you are using the Figma Desktop app. If you have a file open, it will be possible to continue making edits, but these changes won’t be saved.

  To allow Figma to automatically save your changes when service is restored, we recommend you:

  • Keep any file tabs open in the browser
  • Avoid closing your computer or letting it go to sleep
  • Avoid making changes to the file itself like moving its location or renaming it
  • Save a copy of the file locally in .fig format after making any changes

  Save changes to a File

  From the top-left menu, select File > Save as .fig to download the latest version of your File. Or, use the keyboard shortcut:

  macOS: Shift Command S
  
  Windows: Shift Control S

  Once maintenance is complete, we will remove the red banner and the white dot next to the file name. At this point, any work in the Editor will automatically sync.

  Caution: Any changes involving metadata, like renaming or moving a file, will not automatically save. We recommend making these changes once Figma is back online.

• 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.