How to use this guide
Find your symptom below, try the steps in order, and note the exact error message if one appears — it usually points straight at the cause. Most issues fall into a few buckets: uploads, smart tools that need enablement, collaboration/connection, saving and versions, exports, and finding designs.
Uploads and assets
An image upload fails or is rejected as too large.
1. Check the file size — keep individual uploads to roughly 16 MB or under.
2. Resize or compress the image (reduce dimensions or export at lower quality) and retry.
3. Prefer optimized web formats; huge source photos also slow designs down.
A teammate can't see an asset I uploaded.
1. Confirm you're both in the same organization — the asset library is org-scoped.
2. Ask them to refresh the Uploads panel to pull the latest library.
A design is slow to open or edit.
Large embedded images are the usual cause. Compress big photos before adding them, and use frames to crop rather than importing oversized files.
Smart tools not working
A quality check, brand check, palette, or resize says the engine is disabled or unavailable.
These run on an optional design engine your administrator enables. Ask your workspace admin to turn it on. In the meantime, do the manual equivalent (adjust contrast by eye, pick colors from your brand kit).
Brand check says there's no brand kit.
1. Set up a brand kit (colors, fonts, logo).
2. Attach it to the design (or supply one when running the check).
3. Re-run the brand check.
Palette generation rejects my input.
The color count must be 1–64, the seed must be a valid color value, and the scheme must be a text value. Correct the input and retry.
Magic Resize won't run.
Both a target width and target height are required, and both must be positive whole numbers. Enter both and try again.
AI feedback returns nothing or says it's unavailable.
The AI service isn't enabled or is temporarily unready in your workspace. This is expected and harmless — your design is unaffected. Ask your admin about enabling AI feedback.
Saving and versions
Did my work save?
Yes — StretchDesign autosaves and records a version on every change. There's no manual save.
I made a change I regret.
1. Use undo for a recent change.
2. For something further back, open Version history, preview an earlier snapshot, and Restore it. Restoring is non-destructive — it creates a new version rather than deleting your current state.
I can't find an old version.
Only the most recent 50 versions are kept per design. Label milestones (e.g. Client approved) so they stay easy to find before older snapshots are pruned.
I deleted a design by mistake.
Whole-design deletion is permanent — there's no trash and version history goes with it. Recreate from any exported file you have. Going forward, prefer setting a design to draft over deleting.
Collaboration and real-time editing
Real-time editing won't connect.
1. Refresh the editor.
2. Check your network connection.
3. Reopen the design to re-establish the live session.
I don't see a teammate's edits.
1. Confirm you're both in the same design and the same organization.
2. Refresh to re-sync the latest state.
A comment disappeared.
It was probably resolved. Switch on include resolved in the Comments panel to see it, and reopen it if it still needs attention.
We edited over each other.
Open Version history, restore the snapshot from just before the collision, then split the work by page or element.
Editor and layout
I can't select or click an element.
It's likely behind another element. Select it from the Layers panel instead, or reorder layers.
An element looks stretched.
Resize from a corner handle (preserves proportion) rather than a side handle, or place the image in a frame.
My layout won't align cleanly.
Use the Position panel for exact X/Y, size, and alignment instead of dragging by eye.
Exporting
My PDF pages are in the wrong order.
Reorder the pages in the editor — PDF export and Present both follow canvas order.
My export is blurry.
Export at the design's native size and use SVG for anything that must scale up sharply (like a logo). Don't enlarge a small raster export afterward.
Transparency turned white.
JPG has no transparency — export as PNG to keep a transparent background.
Finding designs
A design isn't in my list.
1. Confirm you're in the correct organization.
2. Clear any status filter.
3. Search by name. The list shows up to the 200 most recently updated designs.
Still stuck?
Note the exact wording of any error message and contact StretchSuite support from your workspace. Include the design name and the step where the problem occurred so the team can reproduce it quickly.
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