Hi everyone! Has anyone encountered this problem before?
The file does not save, the plugin does not open and the presentation of frames does not start
Hi there, thanks for flagging this!
To cover some grounds, please check:
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If you see the same problem in any other browsers you have on your computer? As reminder, our supported browsers are Chrome, Firefox, Safari and Edge.
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Does this also happen on another network, like a mobile hotspot?
If it’s just happening on one network, you may need to adjust your proxy VPN or firewall settings as shown in Technical troubleshooting tips or speak to your IT Admins or ISP. Generally for problems affecting a single network we’re not able to troubleshoot as it would require access to your system or network settings. -
Please also try to clear our cache in your browser and Desktop app and check if this helps.
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:
- Quit the Figma desktop app
- Open Terminal.app and enter the following command: rm -rf “$HOME/Library/Application Support/Figma”
- 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:
- Close the Figma desktop app
- Open the Start menu, and paste in this, followed by enter: %APPDATA%\Figma
- In the window that opens, delete the Desktop and DesktopProfile folders if they exist
- Launch the desktop app again
If this still doesn’t help, if it’s just one or a few files that are affected, please reach out directly to the support team: here
And, please include the URL of the file, and add support-share@figma.com to the smallest file this happens on as an Editor (this won’t affect your billing at all) so the support team can take a closer look. Thank you
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