Fix a project that won't load
Troubleshooting steps for when a Kittl project won't open, gets stuck on the loading screen, or keeps spinning.
If a project won't open or the editor keeps spinning, it's usually down to a browser issue, cached data, a blocked connection, or a large design file. The steps below will help you fix it.
Troubleshooting steps
1. Refresh the page
Start with a hard refresh to clear any temporary loading issues.
Mac: Cmd + Shift + R
Windows: Ctrl + F5 or Ctrl + Shift + R
Then try opening the project again.
2. Check whether it's one project or all your projects
Open a different project or create a new blank one before going further, as it changes what to try next.
If only one project is affected, it may be a large or complex file. Projects with many layers, large uploaded images, AI-generated images, or a big canvas can take longer to open. Give it two to three minutes without switching tabs, then check again.
If all your projects are affected, it's a browser, network, or device issue. Continue with the steps below.
3. Open the project in Incognito mode, then disable extensions
Incognito mode disables cached data and most browser extensions. If the project loads there, a browser extension is the likely cause.
Open a new Incognito or Private window (Cmd/Ctrl + Shift + N in Chrome or Edge, Cmd/Ctrl + Shift + P in Firefox).
Go to kittl.com, sign in, and try opening the project.
If it loads, go back to your normal browser, open your extensions settings, and disable them one by one to find which one is causing the issue.
4. Turn off your VPN or proxy, or try a different network
A VPN, proxy, or strict firewall can block the files Kittl needs to load your design.
Disable your VPN or proxy temporarily and refresh the page.
If that doesn't help, switch networks (for example, from Wi-Fi to a mobile hotspot) and try again.
If you're on a work or school network, ask your IT team to allow Kittl connections.
5. Update your browser or try another device
Kittl runs best on an up-to-date version of Chrome. Make sure your browser and operating system are current, then try opening the project in a different browser or on another device.
Still not loading?
Reach out to the Kittl support team and include:
The project link or URL.
A screen recording of the issue, if possible.
Your browser, operating system, and whether the issue happens in Incognito or on a different device.
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