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Help Center/Work with support/Troubleshoot/Troubleshooting checklist

Troubleshooting checklist

As part of the troubleshooting process, Motiff technical support team suggests you to check some of the settings information in advance. This article includes common troubleshooting tasks you can try before reaching out to the support team.

Notes: You can improve Motiff performance by:

  • Close unused Motiff tabs.
  • Turn off features like multiplayer cursors, layout grids, and pixel grids.
  • Split large files into smaller ones to reduce memory usage.
  • Browser: Force quit and restart Motiff in a new browser window.
  • Desktop app: Force quit and restart it.
  • Clear the desktop app cache.

Checklist

Motiff technical support team suggests you check the following items when you encounter problems:

✅ Confirm if the network connection is stable

Using Motiff requires a stable and reliable network connection. If your network status is unstable or the bandwidth is limited, you may encounter the following scenarios when accessing Motiff:

  • Slow file loading and long waiting times.
  • Low-resolution versions of images are seen after entering a file.
  • The performance of panning and zooming in the canvas deteriorates.

If you encounter the above problems, you can contact the Motiff technical support team or submit a bug report directly.

✅ Confirm if the browser is up to date

Currently, Motiff only supports stable versions of Chrome, Edge, Safari, and Firefox. Motiff does not support the developer or beta versions of browsers at this time.

✅ Confirm if WebGL is enabled

Motiff is built using WebGL. You need to enable WebGL to use Motiff properly. If you are not sure if WebGL is enabled, you can visit the following website https://webglreport.com/ to confirm if the feature is installed and enabled.

✅ Confirm if there is enough memory

The maximum available memory for a single file is 2GB. If you are processing large files in Motiff, you may encounter some memory issues. When your file reaches the memory limit, Motiff will display an error prompt.

✅ Confirm if Windows is a 64-bit version

You must run the Motiff desktop app in a 64-bit environment. Motiff is not supported on devices running a 32-bit environment.

Contact technical support

If you are still experiencing problems, the Motiff technical support team may need your assistance to complete some diagnostic tests. You can follow the instructions below for testing.

  • Use Chrome DevTools.
  • Record a Chrome performance profile.
  • Check your graphics card specifications.

Submit a bug report

If you still have problems after the above checks, you can submit a bug report directly. For more information, see Submit a bug report.