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Hello everyone,


Me and my team are using Figma for professional use. Due to our IT, we are not allowed to use the Figma software but have to use the browser version. We have an external agency that does the heavy lifting in Figma.


For some reason whenever our agency needs to add “external” images like .jpg or .pngs to our designs, those images do not show on our work computers. When I open Figma on my personal phone (app) or my personal computer (web) I can see those images.


Is there a possibility that those images are hosted on a specific subdomain and hence are blocked by our IT? Initially we needed to whitelist Figma.com. A few months ago we were able to see those images, so I’m not sure what happened.


If anyone has any idea what might be causing this I’d love to hear it!

Any help is greatly appreciated!


Thanks in advance 🙂

Hey @Noel279, thank you for reaching out! I’m not sure here, let me reach out to the team internally. I’ll get back to you as soon as I get more information on this.


Appreciate your patience in the meantime!

@Noel279 I’ve got updates! The team informed me that when your images do not load at all (even after waiting some time, or clicking the images on the canvas), then this might be a network issue.


Please try the following:



Please let me know if this resolved the issue, happy to look further into your issue!

@Gayani_S First of all thanks a lot for your help!


I have tried different things after your last comment:



  1. Opened Figma both on Microsoft Edge and Google Chrome (deleted Cache beforehand)

  2. Connected to a different network through my phone (we still need to connect to a company VPN though)

  3. Ran the network check (no issues here)

  4. WebGL is enabled

  5. Run 64-bit version in Windows

  6. Enough available memory is provided


Working in Figma itself works flawlessly. Unfortunately as mentioned we’re not able to see external images that have been added to the designs.

@Noel279 Thanks a lot for trying out these troubleshooting steps! I’ve just forwarded this to the team. I will double check this with the team. I might need to file a support ticket on your behalf. Will get back to you as soon as possible!

@Noel279 I’ve just created a support ticket on your behalf. Your ticket number is #995762, for reference.


Please provide a direct link to the file with our support team, and invite support-share@figma.com with “can edit” permission so they can look into this further? Note that users with @figma.com emails on your team do not count towards your billing.


If you’re unsure on how to invite someone to a file, please follow these steps:



  1. Click the “Share” button at the top-right corner of the Editor

  2. In the next window, type support-share@figma.com into the text box

  3. Select the “can edit” permission option

  4. Click the “Send invite” button


Testing My File


Our technical quality team will be in touch soon. Appreciate your patience in the meantime!


Thanks,

Gayani

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