​@Ana Ferreira you may wish to submit a ticket to the Product Support team.

Someone else posted a similar thread here that will show you what kind of information we would need in that ticket to resolve this issue: 

Hi ​@Ana Ferreira,

Thank you for your post! Would you mind sending me the following details so I can look into the issue?

1. What browser are you using? Have you tried this on an additional browser or using an incognito or private window?
2. Could you send a screenshot of the issue so I can see what you are seeing?
3. What type of Confluence are you using (Cloud vs. Server vs Data Center)? If Server or Data Center, what version?
4. What version of the Lucidchart plug-in are you using?

Hello ​@Kelsey Gaag,

Some details were mentioned in my post. Here are some additional information:

1. What browser are you using? Have you tried this on an additional browser or using an incognito or private window?

A: Google Chrome browser - Version 135.0.7049.115 (x86_64). I use 1Password to log in, so unfortunately I can not try to access on private window or additional browser for now.

2. Could you send a screenshot of the issue so I can see what you are seeing?

A: This message error appears when we try to open the Lucidchart Diagram macro.

3. What type of Confluence are you using (Cloud vs. Server vs Data Center)? If Server or Data Center, what version?

A: Confluence Cloud.

4. What version of the Lucidchart plug-in are you using?

A: Version: 2.0.34-AC

An admin have already tried to uninstall and reinstall the plugin, but the issue persists.

Please let me know if you need more details.

Kind regards,
Ana

Hi Ana, 

Thank you for providing those details! You mentioned the admin has tried to uninstall and reinstall the plugin. Was this your Lucid or Atlassian Admin? Could you have your Atlassian Admin uninstall and reinstall the Lucidchart plugin at the admin level? 
 

Hello Kelsey,

An Atlassian Admin (site admin) performed a test trying to uninstall and reinstall the plugin, but without success.

Hi ​@Ana Ferreira, 

Thank you for confirming! I’m converting your post to a ticket since troubleshooting this further will require sensitive account information. Our support team will be in touch shortly!