Troubleshoot

Troubleshoot

This article covers some of the problems most frequently encountered by our users. The following are a few quick, troubleshooting tips you can try before reaching out to our Support Team.

In this article

My project won’t load

If you receive an error message while trying to load your project, please contact support.

If you did not receive an error message, the problem you’re experiencing is likely device, browser or network based. Here are some solutions you can try:

  1. Disable your browser’s plugins to see if one of them has a conflict with Moqups
  2. Try a different browser
  3. Try a different network
  4. As a last resort, you can try clearing your browser’s cache – but please be aware that this step may cause you to lose any unsaved changes to your project.

My project won't save

First, make sure you're still connected. If you lose your Internet connection, an Offline icon will appear next to the project title.

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If you lose your connection, make sure you don’t close your browser until you are able to reconnect. If the interruption is only temporary, your project should resync once the connection is re-established.

If you are connected, and the project is still stuck and not saving, the safest way to protect your changes is to save a fresh copy of the project, under a different name. To do this:

  1. Click on the Main Moqups Menu button and select Save as
  2. Enter a new title in order to avoid identically-named duplicates

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My project has disappeared

There are a number of possible reasons why your project may seem to have disappeared.

If you recently downgraded – from a Premium to a Free plan, or from one of our older Premium plans to one with a lower project quota – then the projects in excess of your new project quota will have been automatically archived, and you can restore them when you want.

If you can’t find your project in your Dashboard’s Project Page – in either the All Projects or the Archived Projects sections – then try using the Recover Projects feature to see if a local copy was saved in the browser.

If you still can’t find your project, then please contact support.


I don’t see the most recent changes I made to my project

One reason you might not see changes you’ve made to your project is that another collaborator made concurrent changes, and saved their version before you.

To make sure you save a version of the project – with your own changes – use the Recover Projects feature, and save the recovered project with a different name.


My project seems sluggish

There are a variety of reasons why you might experience slower-than-normal performance. Here are a number of solutions you can try:

  1. Turn off the Coordinates tooltip:
    1. Click on the Workspace button in the Top Toolbar to open the dropdown
    2. Select Advanced Settings to open the Advanced Settings options
    3. Uncheck Show coordinates tooltip and press Done
  2. Turn off Snap to other objects:
    1. Click on the Workspace button in the Top Toolbar to open the dropdown
    2. Uncheck Snap to other objects
  3. Disable Drop Shadow:
    1. Press Ctrl/Cmd + A to select all objects
    2. Navigate to the Drop Shadow section of the Format Panel
    3. Uncheck Enabled
  4. Exceedingly large images may cause slower performance; try slightly smaller file sizes.

  5. Chrome users can disable GPU Rasterization:

    Chrome has been testing a number of experimental features for their browser. One of these – GPU Rasterization – has been affecting Moqups performance. Until Chrome solves all issues associated with GPU Rasterization, it’s best to turn off this feature.

    1. Open a new tab in your Chrome browser
    2. Type chrome://flags into the URL bar to open the Experimental Features page
    3. Scroll down through the Experiments section and make sure the GPU rasterization feature is set to Disabled

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