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Figma import file not working

Forum|Forum|3 years ago
August 25, 2023
14 replies
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Importing a file using file import keeps loading forever and file does not get imported. any solution?
Screenshot 2023-08-25 183039

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Best answer by Ryan_52

Hi @Seif_ElBerkawy is this happening the in desktop app or browser? You may want to try and clear out your cache in the browser and Desktop app and check if this helps?

You can clear the desktop app cache on a Mac in the Help menu under Troubleshooting. If you’d prefer to manually clear your cache you can:

Quit the Figma desktop app
Open Terminal.app and enter the following command: rm -rf “$HOME/Library/Application Support/Figma”
Try opening the desktop app again

You can clear the desktop app cache on Windows under the toggle-arrow at the right of the top toolbar under Help > Troubleshooting. If you’d prefer to manually clear your cache you can:

Close the Figma desktop app
Open the Start menu, and paste in this, followed by enter: %APPDATA%\Figma
In the window that opens, delete the Desktop and DesktopProfile folders if they exist
Launch the desktop app again

Also see if trying from another network such as a mobile hotspot might help as well.

If you are still seeing an issue, can you please reach out to the support team directly via this form for help: https://help.figma.com/hc/en-us/requests/new

Include the .fig file you are trying to import and they can investigate further.

Ryan_52Answer

Technical Quality Specialist

Hi @Seif_ElBerkawy is this happening the in desktop app or browser? You may want to try and clear out your cache in the browser and Desktop app and check if this helps?

You can clear the desktop app cache on a Mac in the Help menu under Troubleshooting. If you’d prefer to manually clear your cache you can:

Quit the Figma desktop app
Open Terminal.app and enter the following command: rm -rf “$HOME/Library/Application Support/Figma”
Try opening the desktop app again

You can clear the desktop app cache on Windows under the toggle-arrow at the right of the top toolbar under Help > Troubleshooting. If you’d prefer to manually clear your cache you can:

Close the Figma desktop app
Open the Start menu, and paste in this, followed by enter: %APPDATA%\Figma
In the window that opens, delete the Desktop and DesktopProfile folders if they exist
Launch the desktop app again

Also see if trying from another network such as a mobile hotspot might help as well.

If you are still seeing an issue, can you please reach out to the support team directly via this form for help: https://help.figma.com/hc/en-us/requests/new

Include the .fig file you are trying to import and they can investigate further.

P

Prashant_BL

Facing same problem even after troubleshooting as per mentioned methods.

Gayani_S

Community Support

Hey @Prashant_BL , thank you for trying the troubleshooting steps! I’ve created a support ticket on your behalf. Your ticket number is #907944, for reference. As a reminder, please reply to the mail you just received and provide as many details as possible (OS info, file links, screenshots, etc). Someone from support will be reaching out to you soon.

Thanks,
Gayani

P

Paul_Thursfield

I am also experiencing this problem. The cache cleanup only worked once. The import menu item then stopped working again even after repeated restarts with cache cleanup. This is quite a serious flaw as I cannot add video content in any other way.

Gayani_S

Community Support

Hey @Paul_Thursfield, sorry for the issues! I’m happy to get you connected to our support team. Can you confirm if you’re seeing any error messages on your end? And is it happening in the browser, [desktop app], or both?

If this is happening in the desktop app can you check if you’re app is running on the latest version?
MacOS: Must be running macOS 11 or later
Windows: Must be running Windows 10 or later in a 64-bit environment

Also, please check if you have the latest browser version. The minimum browser requirements are:

Chrome 88 or later
Firefox 101 or later
Safari 16 or later
Microsoft Edge 121 or later

Thanks in advance!

P

Paul_Thursfield

I use the desktop app most of the time. I run Mac Sonoma 14.xx and Chrome 128.xx so everything is up to date. The problem is the worst type, as it is intermittent, and can happen in both desktop and browser versions. Even after restarting computer and/or app and clearing the cache it can persist, and then for no apparent reason it will start working. I am really at a loss as to why this occurs.

Gayani_S

Community Support

Thanks for confirming @Paul_Thursfield. I’ve just submitted a support ticket on your behalf. Your ticket number is #989096, for reference. Our technical quality team can take a look into this.

Let me know if there is anything else I can help with!