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I was working in the Figma Desktop app and using a plugin when the file suddenly stopped syncing. It showed as “Not synced” and then became unresponsive.

When I tried to reopen the file, the loading bar got stuck near the end and never finished.

Here’s what I’ve already tried:

  • Restarting the app

  • Logging in from an incognito browser

  • Duplicating the file (unsuccessful)

  • Moving the file to Drafts

  • Opening the file using ?lite=1 mode

None of these helped. All other files in my account (and other accounts) work fine — this issue only affects one specific file.

This file is important, and I need help recovering it or restoring a previous working version.

Hi ​@Elisaveta_Shishkina, thank you for trying all those troubleshooting steps! 

Just to confirm, when you tried opening the file in an incognito browser, did it also fail to load there? Could you please share a screenshot of what you're seeing?

I’d recomment trying to open the file in a different browser? Figma support these browser: Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. If you’re able to restore the file in the browser, can you clear the Figma Desktop app cache to see if that helps resolving the issue for the desktop app. 

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:

  1. Quit the Figma desktop app
  2. Open Terminal.app and enter the following command: rm -rf "$HOME/Library/Application Support/Figma"
  3. 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:

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

 

If the issue still persists after that, could you share a link to the file with me? Please also invite support-share@figma.com as an editor, this won’t affect your billing. If needed, I’m happy to reopen your support Ticket #1242034 and escalate this to our technical quality team.

 

Hi, thank you for reaching out!

I was able to regain access to the file by logging in from a different computer. It turned out the issue was caused by unstable internet, which led to the file failing to load and eventually crashing. Later, with a stable connection and after clearing the cache, I was able to reopen the file successfully.

Unfortunately, I did lose about 30 minutes of unsaved edits, but thankfully not the entire file — which was a huge relief.

Thank you again for your time and support!

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