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Question

Blurry PNG and support issues

  • August 1, 2025
  • 3 replies
  • 74 views
Ame

Hi

I was wondering if anyone else has experienced issues with blurry PNG downloads. Everything was working fine one day, and then the downloads stopped performing correctly.

I contacted support three weeks ago and have since been passed between three different representatives. I have been asked to perform the same troubleshooting steps and provide screenshots and recordings multiple times. I've done everything they've asked, yet no matter what computer (desktop or browser) I use, I cannot get a clear PNG download.

In my last interaction, I expressed my concern that this back-and-forth communication has become inefficient and unproductive. They ignored this feedback and again asked me to repeat a process I had already sent them a recording of completing. We are now three weeks in, and it feels as though the issue is still in the initial "tell me about your issue" phase, with no mention of an actual investigation.

Please help, I need a proper PNG download!

    3 replies

    Nellya
    • Nellya
    • Power Member
    • August 1, 2025

    Hi. Can you share a screenshots of the image in Figma and the same, but blurry image after export?

    Gayani_S
    Figmate
    • Gayani_S
    • Community Support
    • August 7, 2025

    Hi ​@Ame, thank you so much for bringing this to the Forum. I’ve reviewed your support ticket (Ticket no. 1426219), and I want to sincerely apologise for the frustrating experience you've had so far. You spent weeks repeating the same steps, providing recordings, and you were still not seeing meaningful progress. You’ve clearly put in a lot of time and effort, and I’m really sorry it hasn’t been acknowledged or acted on in the way it should have been.

    This is not the level of support we aim to provide, and I want to make sure your issue is finally given the attention it deserves.

    If you're open to it, could you please share the exported PNG file and invite support-share@figma.com to your design file with edit access? Once you’ve done that, just let me know here, and I’ll personally escalate this internally to ensure it’s properly investigated, without more unnecessary back-and-forth.

    I also appreciate you reaching out in the Forum, community members might have experienced similar issues and could share helpful workarounds while we're getting this properly looked at.

    Please don’t hesitate to let me know if there’s anything else I can do to support you. I'm here to help.

    Sophia Smith
    • Sophia Smith
    • New Member
    • August 7, 2025

    Here are a few things you can try next:

    • Check Image Export Settings: Ensure that the export settings (resolution, DPI, etc.) are set to high-quality or 300 DPI for clearer downloads.
    • Try Different File Types: If PNG downloads are blurry, test downloading in other formats (JPG, SVG, etc.) to see if the issue persists.
    • Clear Browser Cache and Cookies: Sometimes, old data can affect file downloads, so try clearing the cache.
    • Request a Specific Investigation: Politely ask for the issue to be escalated to a technical team who can perform a deeper investigation instead of repeating basic troubleshooting.
    • Check Platform Updates: Ensure the software/platform you're using is up-to-date, as bugs sometimes get resolved in new versions.

    If none of these work, it might help to insist on speaking to someone who can look into the issue more deeply.

    Gayani_S
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