Unable to open the file
Several scenarios may cause file loading failures. When you have loading issues, you can troubleshoot in the following ways.
Types of error alerts
Memory alerts or errors
Each browser has its own memory limit. For most browsers, the maximum available memory per tab is 2GB.
When you are dealing with large design files and libraries in Motiff, you may encounter these limits. If your file uses more than 75% of the browser's memory, you may not be able to open or edit the file normally.
To ensure that you can continue to use the affected file, you can reduce memory usage by splitting the file, deleting hidden layers, etc.
Other errors
If you see a blank page or the browser crashes, you can jump ahead to the next section.
Troubleshooting methods
Make sure you are connected
Motiff requires access to a reliable and stable internet connection.
Refresh or restart Motiff
If you do not have memory warnings, you can improve performance in the following ways:
- Close unused Motiff tabs.
- Browser: Force quit and restart Motiff in a new browser window.
- Desktop App: Force quit and restart the Motiff desktop app.
Check the console log
Console logs in browsers like Chrome record all operations performed by the browser. Any failed operations during this time will be marked in red in the console logs.
When you encounter any errors, you can provide the console logs to the Motiff team, which will help us troubleshoot the cause of the problem more promptly and accurately.
In both the Motiff desktop app and the web version, you can open Developer Tools with shortcuts.
- macOS: ⌥ Option + ⌘ Command + I
- Windows: Ctrl + Alt + I
Submit an error report
If the problem persists after the above troubleshooting, you can submit an error report. Learn more about Submit a bug report.
If the issue occurs in a specific file, the Motiff technical support team may need access to the file to further investigate the problem.
When you submit an error report, you can choose to attach a link to the file in the error report.
Notes:
- Without authorization, the Motiff technical support team cannot access your account or file content.
- If you are willing to share the file publicly, you can set Can view permissions for the Motiff technical support team in the file. Learn more about Share files.