The document in the professional version of our team cannot be opened. How can we troubleshoot this issue? The internet has been reconnected, and the computer has been rebooted, but no one on my team can open it. The document also shows that it has not been saved.
Question
The document in the professional version of our team cannot be opened.
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Hi there!
Thanks for reaching out to the community.
This looks odd that you can’t open the files in your Professional Plan. Do you see any error message or notifications when you try to open the file?
Is it happening on desktop, browser or both?
As a first troubleshooting, please try to clear out the cache to see if that helps:
Here’s how to clear the desktop app cache on a Mac:
- Quit the Figma desktop app
- Open Terminal.app and enter the following command:
rm -rf "$HOME/Library/Application Support/Figma/"{Desktop,DesktopProfile} - Try opening the desktop app again
Here’s how to clear the desktop app cache on Windows:
- 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
DesktopandDesktopProfilefolders if they exist - Launch the desktop app again
I’d recommend you to reach out directly to the support team with the URL of a file you’re unable to access: here Be also sure to use your Figma account email, so they can take a closer look. Thank you
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