Technical issues can be frustrating, especially when something isn't working as expected. This article outlines a series of troubleshooting steps to help resolve the most common issues in BioRender. Following these steps can often resolve problems quickly, getting you back to designing without further disruption.
Troubleshooting guide
1. Ensure a stable internet connection
Make sure you have a stable internet connection, as connectivity issues can interfere with saving or loading your files.
2. Use or update Google Chrome
BioRender is optimized for Google Chrome. If you’re using another browser (like Safari or Firefox), we recommend switching.
Switch to Chrome
If you're using another browser:
- Download Google Chrome
- Install it and open BioRender within Chrome to check if the issue persists
Update Chrome
Running the most recent version of Chrome ensures optimal performance.
To check for updates:
- Open Chrome
- Click the three dots (⋮) in the top-right corner
- Go to Help > About Google Chrome
- Chrome will automatically check for updates and prompt you to relaunch if needed
3. Try Incognito Mode
Sometimes, issues are caused by cache or browser extensions. You can test this by opening BioRender in Incognito mode:
- Open Chrome
- Click the three dots (⋮) in the top-right corner
- Select 'New incognito window'
- Sign into BioRender
If the issue gets resolved in incognito, try clearing your cache and disabling extensions and try signing into the regular Google Chrome window.
4. Try using a VPN
If you're experiencing network restrictions—such as from institutional firewalls—a VPN might help. While BioRender does not endorse specific VPNs, you can search online for reputable options here. Be sure to follow your organization's IT policies.
5. Disable browser extensions
Some extensions may interfere with BioRender. Try turning them off to see if it resolves the issue.
To disable extensions in Chrome:
-
Click the three dots (⋮) in the top-right corner
-
Go to Extensions > Manage extensions
-
Toggle off each extension
-
Refresh BioRender
6. Contact BioRender Support
If you've tried the steps above and still experience issues, use the Help button in the app to reach support or email us at support@biorender.com.
Include details like:
- Error messages or codes
- Screenshots of the issue
- Provide further details with a Chrome console screenshot:
- Mac: Command + Option + J
- Windows: Ctrl + Shift + J
Our support team will help troubleshoot and get you back on track as quickly as possible.