Aplicativo Desktop do Figma abre com tela preta/branca e não carrega nada (versão web funciona)

Hey ​@Willian De Lima Buiz! Unfortunately, we don’t offer support in Portuguese yet, so I’ll continue in English. But please let me know if anything is unclear.

Thank you for sharing such a detailed breakdown of what steps you’ve taken already. We’ve been seeing a few similar reports recently. Our team is actively investigating the issue right now.

In the meantime, could you try switching to a hotspot or a different network and restarting the Figma Desktop app once more? 

If the issue continues, I’m more than happy to connect you directly with our support team so we can dig deeper.

Hello,

I’d like to add more detailed information to help with the investigation, including additional tests performed after your last response.

I attached two images:
– The first one (black/blank screen) was already shared when I opened the ticket.
– The second one shows my account working normally on Figma Web, with all files loading correctly.

Technical context and tests performed:

1) Desktop vs Web behavior
On Figma Web:
– The UI loads normally
– Files appear correctly
– No freezing or blank screen behavior

The issue occurs exclusively on the Desktop app.

2) Full cleanup and reinstall repeated
After your last message, I repeated the full cleanup process that had only temporarily worked in the past:
– Complete cache, cookies, and data cleanup
– Full uninstall of Figma Desktop
– Manual deletion of all remaining local Figma folders
– System restart
– Fresh reinstall of the app

This time, the issue was not resolved.

3) Extensive network testing (as requested)
I followed your recommendation to test a different network and performed the following steps:

– Completely disabled Wi-Fi on the computer
– Enabled airplane mode for a period of time
– Used only mobile data from my phone
– Enabled hotspot on the phone
– Connected the computer exclusively to the mobile network
– Downloaded Figma Desktop again
– Installed and tested the app

Result: the issue persisted.

4) Additional download and browser tests
To rule out browser or cache-related causes:
– Downloaded Figma Desktop using an incognito/private window
– Tested multiple different browsers
– Re-downloaded after full data cleanup
– None of these attempts changed the behavior

5) File structure and plugin usage
I have many files and carousel projects organized in my account.
I also use a Desktop-only plugin to automate carousel creation (automatic layout generation from text and images).

Important notes:
– The plugin is only used on Desktop (not available on Web)
– The issue happens before any file or plugin interaction, during app initialization
– I’m not stating a direct relation, but I believe it’s relevant to mention

6) Consistent issue pattern
The behavior remains consistent:
– Figma Desktop opens to a black or blank screen
– UI does not load
– No interaction is possible
– Figma Web always works normally
– The issue is recurring, even after full reinstalls

Based on all these tests, I believe the issue may be related to:
– Persistent local state
– Internal cache
– Desktop app initialization process
– Or a Desktop-specific environment issue

I’m fully available to provide logs, diagnostics, or any additional information needed to help the engineering team investigate this more deeply.

Thank you for your attention.
 

Hi ​@Willian De Lima Buiz, thank you for taking the time to document all of this so thoroughly. I can see how much effort you’ve put into narrowing down the issue. This is extremely helpful for the investigation! 

I’ve submitted a support ticket on your behalf so our support team can take a deeper look. Your ticket number is 1641705 for reference, and someone from the team will be in touch with you as soon as possible.

To help them move forward, the next important step is to collect your Figma Desktop App debug logs. You can download them using this guide and share them directly with the team:
https://help.figma.com/hc/en-us/articles/19589001018903-Download-Figma-desktop-app-debug-logs. 

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

Hello! Just to confirm that I’ve already collected the Figma Desktop debug logs following the guide, and they are saved on my PC.

Please let me know the best way to send/share them with the team for ticket #1641705.
 

Perfect, thank you! Now you can reply to the email you received from us and attach the Figma Desktop app debug logs there. Once sent, our team will be able to review them as part of the ticket.