How to fix drag and drop issues for icons in BioRender

Some users may have trouble dragging and dropping icons or templates in BioRender. This issue often happens on institutional networks or VPNs.

If you're on the same network or VPN as others who are also having this problem, it may be a shared issue.
The cause is usually network settings that block access to Amazon S3 — the cloud service BioRender uses to host its content.

Follow these steps to work around the issue:

1. Identify if icon drag-and-drop or template loading issues are occurring consistently across devices or users on the same network.
2. If so, contact your IT department and share the issue, noting that BioRender uses Amazon S3 to deliver assets.
3. Request that the following Amazon S3 path be allowlisted by your IT department:
   • "https://s3.amazonaws.com/biorender-*"
4. Once these paths are allowlisted, refresh BioRender and test icon functionality again.

Related articles:

• Troubleshooting: Issues with editing an icon, shape or text in your illustration
• How to fix the 'Oh Snap' error message

Need help?

1. Email: support@biorender.com
2. Live Chat: Available by clicking on the "Help" bubble in the app on the bottom right-hand corner.