Performance issues loading files

​@Tiago_Ferreira_Diniz - apologies for the lag. We have some steps we can do immediately to try and debug, but I also have some questions for you:
 

• Do you recall a specific date on when you all noticed change happening?
• Is it just the web browser? Or do you also see this in the desktop app as well?
• It sounds like all files are affected -- do you notice a particular part that lags? ex: when you’re creating a frame, adding a component, etc.
  • Are load time on bigger files worse? Or are they about the same?
• If it’s happening on the browser only: what browser (and version number) are you current using? Do you have any extensions installed in your browser?
• Do you recall any changes that may have happened on you (our you team’s) devices or software? Ex: addition of a VPN, new OS updated, etc.

Here’s a help page that can get you started on basic troubleshooting: https://help.figma.com/hc/en-us/articles/360040523973-Troubleshooting-checklist

If you get to the point where none of the suggestions help, shoot me a reply here.. I’d also like to know if this resolves on your end too.

Thanks!

Hi Ksn ​ , thanks for getting back to me.

We’ve been experiencing the slowness since around Q2, and it affects all platforms — both the web browser and the desktop app — as well as all files, regardless of their size.

The issue persists with or without our VPN enabled, so it doesn’t seem to be related to our network setup.

Let me know if you’d like any logs or performance data from our side to help with the investigation.

Best,

Tiago Ferreira Diniz

Hi ​@Tiago_Ferreira_Diniz! Nice to hear from you again 😁

I’m really sorry this has still been an issue. Logs would be very helpful, and I think the best step would be to have our support team assist.

Can you do the following?

• Follow instructions on these pages to download console / desktop logs:
  • https://help.figma.com/hc/en-us/articles/19589001018903-Download-Figma-desktop-app-debug-logs
  • https://help.figma.com/hc/en-us/articles/19818634038935-Export-console-logs
• Fill out this form, and attach the logs to it.

Once you’ve done that, let me know and I’ll get your ticket escalated. Thank you!