--- title: Troubleshooting url: https://www.moldraw.com/docs/devices/moldraw-troubleshooting-common-problems/ section: Desktop, mobile and troubleshooting updated: 2026-10-20 publisher: LabCanvas --- # Troubleshooting > Most problems have a quick fix. Turn on graphics acceleration for 3D. Check the spelling or your connection when PubChem search fails, and check your API key for AI errors. Look in My designs for a lost drawing. ## 3D view and graphics | Symptom | Fix | |---|---| | A banner says graphics acceleration looks off, or 3D view needs hardware acceleration | In Chrome or Edge, paste `chrome://settings/system` in the address bar. Turn on **Use graphics acceleration when available**, click **Relaunch**, then reload MolDraw. | | "3D view is unavailable on this device" on a phone or tablet | The device cannot start 3D in this browser. 2D drawing still works. Try another browser. | | "3D view may be slow on this computer" in the desktop app | Update your graphics driver. | | The editor is slow while the 3D panel is open | Click the **3D** button to hide the panel when you do not need it. See [3D viewer](https://www.moldraw.com/docs/analyze/how-to-view-molecules-in-3d/). | Click **Dismiss** or **OK** to hide the banner for this session. ## PubChem search fails | Message | Fix | |---|---| | **Not found on PubChem** | Check the spelling. Try another name, the CAS number or a SMILES string. | | **Could not reach PubChem** | Check your internet connection. A school or company network may block PubChem. The desktop app needs internet for search. | | **Search timed out** | PubChem is slow right now. Wait a moment and search again. | | **Could not parse SMILES** | The text looks like SMILES but is not valid. Check brackets, ring numbers and charges. | See [Search PubChem](https://www.moldraw.com/docs/import-export/how-to-search-pubchem-by-name-or-cas-number/). ## AI assistant errors | Message says | Fix | |---|---| | Add an API key to start chatting | Open **Settings**, **AI** and paste a key for your chat provider. | | The provider did not accept the API key | Copy the key again from the provider and paste it. Check for extra spaces. | | Rate limit or quota reached | Wait a minute and try again. | | The model is not in this key's free tier | Pick a Flash model in **Settings**, **AI**, **Model**. | | The account has no credit left | Add credit with the provider or switch to another provider. | | The provider is busy, or could not be reached | Try again in a moment, and check your connection. | See [AI providers and API keys](https://www.moldraw.com/docs/ai/how-to-set-up-ai-providers-and-api-keys/). ## A drawing is lost | Symptom | Fix | |---|---| | The canvas is empty after reload | Open **My designs** and click the card. Check the other tabs above the canvas too. | | My designs is empty | Designs are stored per browser and per site address. Open the browser and address you used before. A private window does not keep designs. | | You deleted part of a drawing | Press `Ctrl+Z` to undo. | | You cleared browser data | Designs in the browser are gone. Open a `.moldraw` file you downloaded, or a PNG or SVG you exported from MolDraw. Those carry the design. | See [Designs and tabs](https://www.moldraw.com/docs/account/how-to-manage-my-designs-and-document-tabs/) and [Privacy and storage](https://www.moldraw.com/docs/devices/privacy-and-where-your-drawings-are-stored/). ## The canvas is slow - Turn on graphics acceleration as above. Without it, the browser draws on the CPU. - Hide the 3D panel with the **3D** button while you draw large structures. - Split a big poster into several design tabs. - Close other heavy browser tabs. ## Export problems | Symptom | Fix | |---|---| | PNG looks blurry | Open **Settings**, **General**, **Image resolution** and pick high (4×). It applies to white PNG, JPEG and PDF. | | Labels in SVG look the wrong size | Transparent PNG and SVG use **Font size** from Settings, Style. Change it there. | | **Copy failed** after Copy SVG or Copy SMILES | The browser blocked the clipboard. Allow clipboard access for the site, or use **Download** instead. | | Another program cannot open the file | Pick a format it reads, such as MOL or CDXML. See [Download and file formats](https://www.moldraw.com/docs/import-export/how-to-export-png-svg-pdf-mol-and-cdxml-files/). | ## Other problems | Symptom | Fix | |---|---| | The editor looks odd after changing settings | Open **Settings** and click **Reset to defaults** in that section. See [Settings reference](https://www.moldraw.com/docs/settings/moldraw-settings-reference/). | | Plugins cannot be installed | Sign in first. See [Sign in and accounts](https://www.moldraw.com/docs/account/how-to-sign-in-and-create-a-free-account/). | | An atom has an amber dot | It has too many bonds. See [Check for valence errors](https://www.moldraw.com/docs/analyze/how-to-check-a-structure-for-valence-errors/). | | The wrong language shows | Pick your language in the flag menu. See [Change the language](https://www.moldraw.com/docs/settings/how-to-change-the-language-of-moldraw/). | If none of this helps, click **Help** in the top bar to open the support chat, or post in [Community](https://www.moldraw.com/docs/account/how-to-use-community-profile-and-dashboard/). ## Questions and answers **Why does MolDraw say graphics acceleration is off?** The browser draws without the graphics card. Turn on Use graphics acceleration when available in Chrome or Edge settings, relaunch and reload MolDraw. **Why does PubChem search say not found?** PubChem has no match for that text. Check the spelling, or search by CAS number or SMILES. **How do I get back a drawing I lost in MolDraw?** Open My designs and look for its card, or check the tabs above the canvas. If you cleared browser data, open a .moldraw file or a MolDraw PNG you saved. **Why are my exported PNG images blurry?** Raise Image resolution in Settings, General to high (4x). It applies to white PNG, JPEG and PDF exports. ## Related pages - [Privacy and storage](https://www.moldraw.com/docs/devices/privacy-and-where-your-drawings-are-stored/) - [Designs and tabs](https://www.moldraw.com/docs/account/how-to-manage-my-designs-and-document-tabs/) - [AI providers and API keys](https://www.moldraw.com/docs/ai/how-to-set-up-ai-providers-and-api-keys/) - [3D viewer](https://www.moldraw.com/docs/analyze/how-to-view-molecules-in-3d/)