While in the design editor, on the top toolbar, near the file name, a red error message stating "connection lost - please reload" may appear.

This error is typically related to poor internet connection.

Perform a speed test to help identify whether the issue is with a device or internet service provider.

After verifying speed and performance, ensure Technical Requirements are fulfilled.

If issues continue after all technical requirements have been met, contact support.

If a design won't download, the file size may be too large.

For print designs, if there are multiple pages associated with the design, splitting the design up can help with downloading. Contact support for help with splitting a design.

For digital menu boards, decrease the default download duration.

MP4 downloads default at 30 seconds, but changing to 15 seconds or less typically alleviates download blockers.

From within the design editor select the Download button from the top right.

The Duration of the video will default at 30 seconds.

Drag the slider to the left to decrease the Duration (15 seconds or less is recommended), and select Download.

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