Design Tool Not Loading: Pro Lab Editor Troubleshooting

Try these first (fixes 80% of issues)

1. Refresh the page (Ctrl + R on Windows, Cmd + R on Mac)

2. Close and reopen the browser tab

3. Try an incognito/private window

4. Clear browser cache and cookies (instructions below)

5. Try a different browser (Chrome, Safari, Firefox, Edge)

6. Try a different device (move to a laptop if you were on tablet/phone)

Why the editor needs a modern browser

• Latest browser version — Chrome, Safari, Firefox, or Edge (last 2–3 versions)

• JavaScript enabled (default in all modern browsers)

• Cookies enabled for site preferences

• Stable internet connection for asset loading and auto-save

• Sufficient RAM — ideally 8 GB+ for larger projects

Specific issues and fixes

Editor won't load at all

• Browser too old — update to the latest version

• Browser extensions blocking scripts — disable ad blockers, VPN extensions, privacy extensions temporarily

• Corporate firewall — try from a personal network instead of office Wi-Fi

• Antivirus interference — temporarily disable web shield/HTTPS scanning

Editor loads but is very slow

• Slow internet — switch to a faster connection

• Too many tabs open — close other tabs to free up RAM

• Other apps consuming resources — close video calls, large downloads, etc.

• Older device — try on a more powerful laptop or desktop

• Large project (100+ photos) — normal slowdown; allow the editor extra time to load

Photos won't drag or drop

• Browser doesn't support modern drag-and-drop — update to latest Chrome/Safari/Firefox

• Touchscreen confusing the editor — use a mouse if available

• Try clicking and selecting instead of dragging, then using "Move to page" buttons

Auto-save warning won't go away

• Internet briefly dropped — the editor saves locally and retries

• Manual save: click the Save button explicitly to confirm

• Don't close the tab until the auto-save indicator returns to green/saved

Editor crashes or freezes mid-design

• Too many photos in one project — work in smaller batches

• Browser running out of memory — close other tabs and apps

• Refresh the page — your work is auto-saved every 2 minutes; refreshing usually restores it

• If recurring, try a different browser or device

Preview looks different from edit view

• The preview shows the final printed result including bleed, trim, and any AI enhancements applied

• The edit view shows working layouts which may look slightly different

• Always trust the preview as the closest representation of the final print

Changes aren't saving

• Internet dropped — check connection, refresh, and re-enter changes

• Multiple browser tabs open with the same project — close all but one

• Browser running in private/incognito with strict settings — use regular browsing mode

How to clear cache and cookies

Chrome (Windows/Mac)

1. Click the three-dot menu (top-right)

2. More tools → Clear browsing data

3. Select "Last 7 days" and check both "Cookies" and "Cached images and files"

4. Click Clear data

Safari (Mac)

1. Safari menu → Settings → Privacy

2. Click "Manage Website Data"

3. Search for "prolab" and click Remove

Firefox

1. Click the three-line menu

2. Settings → Privacy & Security → Cookies and Site Data → Clear Data

Edge

1. Click the three-dot menu

2. Settings → Privacy, search and services → Clear browsing data

For the best experience

• Use a laptop or desktop — the editor is most responsive on a larger screen

• Use Chrome or Safari — the most thoroughly tested browsers

• Keep a stable internet connection throughout your design session

• Save your project regularly — click the Save button explicitly every 10–15 minutes

• Step away and come back with fresh eyes before finalising your order

When to contact support

• Your browser (Chrome 120, Safari 17, etc.) and operating system

• The exact issue (won't load, slow, crashes, etc.)

• A screenshot if possible

• Your account email

• Email: support@prolab.in

• Phone: +91 99803 99806

• Live chat: Available on the Pro Lab website