Critical Issue: Unable to Access "System & Design" Page in Figma File

Hi ​@Demi3d, Celyn from the Figma Community Support team here.

Thanks for reaching out and for sharing these details. They're really helpful.

I took a look at your screen recording, and it appears the issue is isolated to the "System & Design" page within this specific file. Since the rest of the file appear to be working as expected, the team will need to take a closer look to determine what's causing this behavior.

I was able to locate your existing support tickets (#2015603 and #2015629) - thanks for already reaching out to our Support team and for sharing the link to the impacted file. I have added an internal note to your tickets to help increase its visibility with the team.

If you haven't already, could you also invite support-share@figma.com to the file with Can View access? This won't impact your billing and will allow us to reproduce the issue and investigate further with our Engineering team.

In the meantime, could you also try opening the same file in a supported browser, such as Chrome, and let us know whether the "System & Design" page behaves the same way there? This will help us determine whether the issue is specific to the desktop app or isolated to the file itself.

Thanks again for your patience while the team takes a closer look 🙏

Hi,

I received an email from the support team and followed all of the troubleshooting steps they recommended to resolve the issue. Unfortunately, none of the suggested solutions worked.

Could you please help me follow up with the support team? I replied to their email with an update, but I haven't received a response yet. This issue is preventing me from accessing an important part of my design file and is affecting my project timeline.

Below is the email I sent to them:

Thank you for your response and for enabling the temporary 4GB memory setting on my account.

Unfortunately, I've carefully followed all of the recommended troubleshooting steps, including:

• Opening the file in Google Chrome.
• Adding the ?wasm-4gb=1 parameter to the file URL.
• Attempting to load the file with the increased memory allocation.
• Trying to restore previous versions of the file.

Despite these steps, the issue still persists.

I've attached another screen recording showing exactly what happens. As you can see, the problem is isolated to the "System & Design" page. The moment I click on that page, the entire design file becomes unresponsive, while Figma itself continues to work normally. I'm able to switch to other design files and continue working without any issues, so this appears to be specific to this page within this file.

This file contains a significant amount of important work, and the "System & Design" page is critical to my project. At the moment, I have no way to access or recover its contents, and this is now blocking my work and affecting project deadlines.

Could you please escalate this issue to your engineering team for further investigation? If there are any server-side diagnostics, recovery options, or internal tools that can help restore access to this page, I would greatly appreciate your assistance.

I'm happy to provide any additional information, grant access to the file, or perform any further troubleshooting if needed. However, this has become quite urgent, and I'd be grateful if this case could be prioritized.

Thank you, and I look forward to your prompt response.

Kind regards

Hi ​@Demi3d, thanks for following up and sharing the additional context.

I took a look at your support ticket (#2015603) and saw that the team has already followed up with the next steps.

Could you please check your inbox when you have a moment and continue the conversation directly through your support ticket? 

The team will continue working with you toward a resolution there and I hope we are able to help you get this resolved soon 🙏