---
url: "/commentful/faq/troubleshooting.md"
description: "Troubleshooting guide for Commentful with network and plugin loading issues."
---

# Troubleshooting Commentful

> Troubleshooting guide for Commentful with network and plugin loading issues.

### Netskope blocking the Commentful web app from loading

There is a known issue with [Netskope](https://www.netskope.com/) blocking access to Firebase databases; to resolve this, please ensure you allow `firestore.googleapis.com:443` (as per [this thread](https://stackoverflow.com/questions/52441316/firestore-grpc-behind-a-corporate-firewall-proxy)).

  ### VPN may be required in China

Please note, if you're in China, the accounts server _may_ be blocked by "The Great Firewall of China". If you're seeing an activation error, despite using a valid key, you will likely need to use a [VPN](https://protonvpn.com/free-vpn/) to resolve the issue.

  ### 'An error occurred while loading the plugin environment'

This may happen in the Figma desktop app if [the Use Developer VM](https://www.figma.com/plugin-docs/debugging/#developer-vm) debug setting in Figma is enabled by mistake; you can make sure it's turned off by **right-clicking** anywhere on your Figma canvas, hovering over **Plugins**, then hovering over **Development**, and making sure that the **Use Developer VM** is _unchecked_; after it is unchecked (and does _not_ have a tick icon next to it), re-running the Figma plugin should work as expected.