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Admin Questions

Find answers to your Lucid admin questions, including: licensing, account-wide settings, and integration set-up.

  • 550 Topics
  • 1,264 Replies
550 Topics
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asthomas
asked in Admin Questions
List which Lucid files have been access recently

Hello,We are moving away from using Lucid as an organisation. My users don’t have Lucid licences, just a few admins.I’d like to get rid of all of our Lucid licences, at which point I believe that all of our files stored with Lucid will cease to even be readable. Before I do that, I’d like to know if any of those files are still being used.Is there a way to see which files have been accessed recently?Thanks,A-ST

211
Ambar D
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AlexAngco
asked in Admin Questions
How do I know if my account includes Collaborative AI - still free?

Late to the integration of Collaborative AI and interested if it applies to my account - its not on my side panel - does that mean “No” ? Thanks! 

2764
R
K
Kedders
asked in Admin Questions
Adding a new page/tab on existing LucidSpark board

Hoping someone can help. There appears to have been some updates made to LucidSpark recently and now for the life of me I cannot figure out how I can add a page/tab to an existing board - my control panel bottom left corner has disappeared and there doesn’t seem to be an obvious way to do this.Any ideas?

8758
Catherine Fahidin
Lucid Legend Level 3
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Igor K
asked in Admin Questions
Lucidscale can't import AWS accounts

hi all, I’ve been using Lucidscale for a year. However, now I’m having some problems with it. It lets me fill in all key information to authenticate, then lets me name the account etc, but after all is done, nothing happens. It also wouldn’t let me delete all previous accounts. I can click delete and all but accounts stayed on the list. But on the next day all have disappeared. Something’s not right. Anyone had anything like this happen?

685
Zuzia S
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AustinSigs
asked in Admin Questions
Cannot export my image / inforgraphic

Hey team, I can’t seem to export any of my files…. I created an infographic (all different sizes), but I am not able to export it. I've adjusted the content scale, disabled infinity canvas, copied content to another page, and have tried to export in every way possible. It’s odd because I was able to export a couple of weeks ago?  Any (ASAP) help is appreciated! In a hurry for this task! :) 

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Nico Freitag
asked in Admin Questions
Mit Individual Plan Chat in Teams teilen funktioniert nicht

Muss jeder Benutzer der in Teams mit dem Chart arbeiten möchte eine Lizenz haben oder sogar Team Lizenz?

131
Ambar D
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AuburnHunter
asked in Admin Questions
Lucidscale Model Not Updating

I’m having an issue with LucidScale models not updating.  The Datahub shows new data available, I click “sync model” and get the pop up saying that the model is Syncing but it never updates the model.I tried to create a new model from Data Hub, I select the Azure Subscription, name the model and click “create model” it then pops up a messaging saying “new models created: 0”. Anyone have suggestions on next steps to troubleshoot this?

363
Shantel Gillette
Ashley C
Ashley CLucid support team
posted in Admin Questions
Primary group and license allotment for Enterprise accounts

As of July 2023 license allotment functionality is only available to Enterprise accounts who have utilized it prior to that date. Enterprise Account Owners use Groups to organize users on their account. For example you can add groups by department so it’s clear where each user on the account fits into the business org. A Primary Group is used in conjunction with license allotment. Use a team member’s Primary Group to determine which Group a team member’s license is deducted from.  In the example illustrated below the Account Owner at Dunder Mifflin has allocated two Lucidchart licenses to the Sales department. Jim Halpert a sales representative uses one of those licenses. We recommend setting allotments for all or none of the groups at the same level. Otherwise the total number of licenses used in the groups that have no allotments might be greater than the number of remaining licenses that can be allocated to them. SCIM Google provisioning or other automated provisioning tools a

1582
Ambar D
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Nikki-Leigh
asked in Admin Questions
Corporate Account User Access

Our company has a lucid corporate account. I am an administrator on the account. When a user is off sick we are unable to access lucidcharts they have created for our clients. What is best practice for me (and our other account administrators) in these situations? Or what should we be doing in Lucid to make sure that account admins can access all company-related documents in Lucid to be able to share with other resources in our business who are picking up the work while person X is off sick?

321
Humas1985
Lucid Legend Level 9
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Lila IT
asked in Admin Questions
Account documents were transferred to another user and now they are not found

Documents were transferred to another user and then the license was removed from the original user account. Now the other user is saying although the email said they were transferred 5 files only 1 is showing up.

131
Ambar D
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Lawrence.Molnar
asked in Admin Questions
Unable to create new subscriptions

Receive this error message Choose Subscriptions to importWe only allow importing up to 5 Subscriptions at a time.We could not load your Subscriptions. Please refresh the browser

455
Ambar D
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christoffer.trautmann
asked in Admin Questions
Clarification around Permissions of the Sharepoint integration

Hey, We’re considering adding the sharepoint addon to be able to embed charts on sharepoint sites.I would like some clarification on how permissions are handled:When adding a diagram to a site, you’re asked to “Connect Lucid Account”. When you do this, and “Grant Access”, is that connection made with the account making the connection? Or is it granted “as the organisation”? What permission does the connection have, i.e which documents will they be able to embed? Is this based on the person editing the sharepoint site, or the person making the connection? Does this connection apply to all Sharepoint sites, or do you have to repeat it for each new site that wants to use this feature?Thank you!​​​​​​ 

431
Humas1985
Lucid Legend Level 9
M
mgoldstein
asked in Admin Questions
How to see a list of connected integrations to our Enterprise account

How can I get a list of integrations connected to our Enterprise Account?Additionally, how can I BLOCK users from making connections?How can I DISCONNECT any unwanted connections?

151
Zuzia S
D
dperkinsk12
asked in Admin Questions
Admin for one?

Hi there, I have a pretty old that I haven’t used in ages. A client sent me a lucid chart to view so that got me back in. I wanted to see what kind of plan i had, but in my account, it just says I should “Reach out to my account admins etc etc...” with a link for contact list. When I click that link it just shows MY email address… the same one that I use for my account. (screenshot attached). So I’M the account admin I guess. However, I don’t see anyplace in the account that leads me to the admin panel referenced in the help area. Any thoughts on how I can see / change my current plan? 

191
Shantel Gillette
C
Christian Klüwer
asked in Admin Questions
Error: Umlaute nicht abbildbar, Schriftarten verschwunden

In den vorhandenen Boards sind Schriftarten verschwunden bzw. nur noch ausgegraut. Dadurch sind Umlaute nicht mehr abbildbar bzw. werden durch andere Zeichen ersetzt.Liegt hier ein genereller Fehler vor? 

933
Quadeshia
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el.samuel
asked in Admin Questions
URGENT! Servers experienced an error

Hello, I apologize for such an urgent request, but our team can’t access some of our boards. We urgently need to work on them. Thank you

497
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E
el.samuel
asked in Admin Questions
Content not being saved

 Hi there, the content on one of my boards is not being saved. It’s very frustrating as I am unable to work on a project with my team. It’s been going on for the past few days.If someone could help me with it as soon as possible please, it would be great. Many thanks. 

485
Kelsey Gaag
T
tockki
asked in Admin Questions
Unable to access more that 3 documents even though I upgraded.

I have been trying to get help for the past 3 months and have been charged the 4th time.And I still can’t access to more than 3 documents. I have tried Microsoft, Google browsers but still get the same results. On the top right hand you can see that I am on an Individual Plan yet I get the message to upgrade. Is there any tech support? Please help.  Thank you. 

111
Ambar D
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DaveR
asked in Admin Questions
Lucidscale not updating Azure tags on sync

Lucidscale is not currently updating changes to Tags on Azure.  Tags from the initial sync are there, but changes are not being reflected after refreshing the data source and updating the model.

386
Quadeshia
A
andybain
asked in Admin Questions
Cannot get past the Lucid login page

I have a Mac and am using Google Chrome but from the Lucid logon page, I cannot get past the page whether using Microsoft logon or a username. I do not get as far as a password page or the Microsoft logon prompt.This is affecting a few users and I have the following information so farClearing all browser history did not work Trying a different browser (Safari) which I’ve never used before for Lucid did work Using Google Chrome in Incognito mode did work No settings have changed in Google Chrome (I work in IT so any system settings would have been done by me) I am not connected to any VPN or have any other network settings that should prevent me logging onAny help would be appreciated Thanks 

2989
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mark rodgers
asked in Admin Questions
Screen Language partially Dutch, partially English

Hello!  I am new to Lucid.  On my ‘launch’ page (screenshot below), I see a mixture of English and Dutch (examples highlighted in yellow below) language, even though my settings have English as my language.  Can you advise me how to change all areas to English?  Thank you! 

451
Leianne C
Q
qzd
asked in Admin Questions
Error: You Can’t Access This Resource Because Its Stored In A Different Region

How come all my documents kept saying “You Can’t Access This Resource Because Its Stored In A Different Region”even when I created a blank document it still says “You Can’t Access This Resource Because Its Stored In A Different Region”I have restarted my laptop and “You Can’t Access This Resource Because Its Stored In A Different Region” :and I tried exporting it, “You Can’t Access This Resource Because Its Stored In A Different Region” 

1382
Karsten B
A
Adrian D.
asked in Admin Questions
Lucidscale - Unable to structure by availability zone for "unsupported" regions

I am building a diagram  for resources in one of the unsupported regions. Since it is unsupported, I had to load the data from a JSON file generated from the Lucid CLI script. I see the resources and all the standard views load fine. I tried to modify the Structure of the “Summarized Infrastructure” view so that it would include the Availability Zone but the diagram does not change to reflect the AZs within the region. I expected the view and used on a data source in one of the supported regions and it performed as expected.  It seems like a bug to me that the Structure understands the region but doesn’t appear to be able to parse out the AZs within it, even if it is an unsupported region. At the parsing level these are just strings with a letter at the end.

519
Leianne C
A
Alencar
asked in Admin Questions
Remove licenses from my account

Hello, I am in the evaluation phase.When I made this option, I opted for one license, and I want to pay for one license. However, checking my account on your website, 3 licenses appear. I don't need 3. I am interested in paying for 1 license only. Would you help me and update my account?Best regards

412
Ambar D
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manoj.ashwath
asked in Admin Questions
Assistance for Domain Migration and Domain Name Change

Dear Team,We are in the process of migrating our domain and require your guidance and support to ensure a seamless transition. Specifically, we need assistance with the following:Domain Name Change: Could you provide detailed steps to update the domain name in Lucid Chart? Certificates Updates: What are the necessary updates or changes required certificates to align with the new domain name? Are there specific guidelines or best practices for generating and installing updated certificates? Pre-requisites and Dependencies: What are the pre-requisites for making these changes? Are there any dependencies or configurations that need to be reviewed or updated before proceeding? Migration Process: Please share the steps to perform the migration, ensuring minimal downtime and disruption to lucid chart services. Estimated Time: How much time should we allocate for these activities? Your expertise and guidance in these areas are critical for the success of this migration. Please let us kn

361
Leianne C
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