Troubleshooting issues and reporting bugs

If you believe that you've encountered a bug or something just doesn't seem right, there are a few things you can do.

General troubleshootingCopied!Link to this section

If you are experiencing issues with Whimsical, follow the steps below to troubleshoot and potentially fix the issues on your end:

Make sure you have the latest browser version
Try Incognito / Private browser mode or a completely different browser
Refresh the browser and clear its cache

Missing files or file contentCopied!Link to this section

Here are some steps you can take to try and find missing files or file content.

1. Check that you've selected the correct workspace. If you're a member of multiple workspaces, you might be looking at the wrong one.

To switch over to another workspace, click your current workspace name in the top left corner, then hover over Switch workspace and select it from the list:

You'll see which workspace you're currently in marked with a green dot. 🟢

2. Check if the content in a file has been accidentally deleted. Use Version history to see what might have happened to your content and restore it if necessary.

3. Check that you haven't accidentally zoomed out to an empty space on the canvas. To navigate to the content of your board, click on the zoom settings at the bottom-right corner of the screen and select Zoom to Content. The keyboard shortcut for zooming to content is 1.

Sending a bug reportCopied!Link to this section

If none of the troubleshooting tips were able to solve things, please let us know by sending a bug report. To send a bug report, open the affected file and click the question mark icon at the bottom-right corner of the screen. Then click Report a bug and send in your report:

Note: To help us better understand and debug the issue, the bug report will also include a snapshot from the file. If you're uncomfortable with sharing your content with us, please reach out to our support team, and we'll try our best to find an alternative way to help you.

Troubleshooting the desktop appCopied!Link to this section

If you're having trouble with Whimsical's desktop app for Mac, follow these steps first to completely clear it from your computer, and reinstall it.

Uninstalling the appCopied!Link to this section

Right click the Whimsical icon in your dock and choose Quit.
In Finder, drag Whimsical from the Applications folder to the Trash.

Note: Removing the app will not affect any of the content in your Whimsical workspace. Your content is safely and securely stored in the cloud, and can be accessed via Whimsical in your browser.