Figma repeatedly crashes on my Laptop

Hey ​@usertester, thank you for sharing all of this detail! 

I appreciate you already trying several troubleshooting steps. I’ve gone ahead and created a support ticket on your behalf so our team can investigate what might be causing these crashes. For reference, your ticket number is #1692455.

To help the team dig in more effectively, please provide them these additional information:

• Have you had a chance to test the same prototypes in the Figma desktop app?

• Does this seem to happen more often with larger or more complex files, or does it affect all types of prototypes?

• Have you noticed any patterns other than scrolling and moving the page that tend to trigger the crash?

• If possible, could you share a direct link to one of the affected files and invite support-share@figma.com with can edit access so the team can take a closer look? (Accounts with @figma.com emails won’t count toward your billing.)

• Share a screen recording showing the behaviour when it occurs.

Someone from our Support team should be in touch with you soon. Thank you for your patience in the meantime! 

Thanks for your quick reply.  I have answered the questions as best I can, but unfortunately I do not know too much about the files as I don’t create them.

• Have you had a chance to test the same prototypes in the Figma desktop app? I don’t use the Figma desktop app.  The user tests I perform must be completed in browser and I am provided links to prototypes.

• Does this seem to happen more often with larger or more complex files, or does it affect all types of prototypes? As I don’t create the files myself I don’t know how complex they are, but I would say that it seems to happen more on the more visually complex prototypes.

• Have you noticed any patterns other than scrolling and moving the page that tend to trigger the crash? That is the only thing I have noticed that consistently causes crashes.  I did notice something with one particular prototype - it would consistently crash as soon as I started to move the page (the issue I am reporting), but when I tried the same prototype in full screen mode it didn’t crash.  This fix hasn’t worked with other’s that I have tried it with though.

• If possible, could you share a direct link to one of the affected files and invite support-share@figma.com with can edit access so the team can take a closer look? (Accounts with @figma.com emails won’t count toward your billing.) I have URLs to the prototypes, but I may not be able to share them due to NDAs.

• Share a screen recording showing the behaviour when it occurs. I can’t really share this either due to NDAs, however there isn’t much to record.  The prototype loads as normal but as soon as I start to scroll down the page it freezes for approx 2 seconds and crashes (blank screen/crash icon).

I am sorry that those answers may not be particularly helpful!

Hey ​@usertester, thank you for taking the time to answer all of those questions! I understand that you don’t create the files yourself and can’t share links or recordings. 

I’ve passed all of this context along to a support advisor, and they’ll be taking a closer look at your case (Ticket  #1692455).  Even without direct file access, the team may be able to explore other ways to look into this discreetly. Thanks again for your patience and for explaining everything so clearly!