Hi @Celina, 

We support our add-on in the latest version of Edge-- I'd recommend either update to the new version of Edge or using one of our other supported browsers. 

Additionally, WebGL might be causing an issue with the graphics card on your computer. Can you try toggling WebGL off? This can be done by selecting View > Rendering > Use WebGL and un-selecting this option. For help with disabling WebGL, please see this Community post (in English).

Finally, could you try opening your document in a private or incognito window to help us narrow down the potential cause? Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues.

Let me know if this helps!

Thanks for answering. I have disabled WebGL but nothing has happened. I currently have the latest version of Edge downloaded but it still doesn't work. What I tried to do is open it in an “InPrivate” tab on Edge and it worked there!

What could cause this problem?

Hi @Celina, 

Thanks for your response! 

If your issue is no longer occurring with an incognito window, this means that it was likely caused by cookie or browser extension interference. Can you please try clearing your cache and cookies in a regular browsing session and try again? If the issue persists, I recommend disabling your extensions one by one until you determine which extension is causing the issue.

Let me know if you have any additional questions or concerns :)