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Admin Questions

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

  • 418 Topics
  • 920 Replies
418 Topics
S
S Cohos
asked in Admin Questions
Viewing Flowcharts Without Color

Currently my canvas does not show shape colors - not sure why. It is very difficult to review the flow chart as I have to flip to PDF export to see how the colors are being shown. Can anyone provide support as to why the shape colors only show up in the PDF export and not in the canvas? 

354
S
S
smodesit
asked in Admin Questions
University rebrand and new email domain

Our University rebranded and our domain has changed from uncc.edu to charlotte.edu. My Lucid account was set up with uncc.edu. While I can login using SSO and/or Google sign-in with my new charlotte.edu address, I cannot access the documents that I created or were shared with me with the uncc.edu address. Since with uncc.edu we also used SSO, there is no way for me now to sign in with uncc.edu. Please advise.

274
S
Shanna H
Shanna HLucid support team
published in Admin Questions
Introducing the Enterprise Shield add-on 🛡️New feature

We’re excited to announce that Lucid has launched an Enterprise Shield add-on. This add-on offers an enhanced layer of fortified security and control to an account on Lucid’s already highly secure platform by enabling admins on your Enterprise account to streamline processes for safeguarding sensitive data and elevate compliance controls with robust content lifecycle management capabilities. If you are interested in purchasing the Enterprise Shield add-on, please contact sales.To learn more about the features included to help you protect your account’s sensitive data, control content access, and manage your content lifecycle, check out the Enterprise Shield add-on overview help center article. For specific information on the Enterprise Shield APIs, refer to the Developer Docs page and add any questions to this Enterprise Shield APIs community post thread.

850
Shanna H
Shanna H
Shanna HLucid support team
posted in Admin Questions
Content inspection sensitivity labels and infotypes

The table below shows a breakdown of the sensitivity labels that are included in content inspection via the Lucid admin panel. Keep in mind this feature is only available to Enterprise accounts with the Enterprise Shield add-on. If you’re interested in learning more, check out our Enterprise Shield add-on article.  Sensitivity labels Infotype Personally identifiable information (PII)   Data that can be used to identify or locate an individual, such as name, address, social security number, or biometric records.                                                                     Age Country demographic Date of birth Email address Ethnic group Gender Location Location coordinates Passport Person name (full name, which includes first names, middle names or initials, and last names) Phone number Street address Vehicle identification number Mexico passport Taiwan pass

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Shanna H
K
kbaudour
asked in Admin Questions
Jira Cards Not Inserting Into LucidSpark Timeline

I’ve been working on managing timelines for Jira-managed projects with LucidSpark using the timeline feature. However, when the LucidSpark integration imports Jira issues, those Jira issue cards do not insert into the timeline in a similar way that manually created cards do. This prevents issues such as resizing the timeline, organizing current items and spacing. I’ve tried multiple browsers, creating new LucidSpark boards and clearing the cache, however, the issue persists.  Is there a possible fix for this? Without this working, we can not manage timelines in LucidChard in a scalable way. Manual card showing connection:Jira card not showing connection: 

793
Mj Z
M
mgeronimo
asked in Admin Questions
Error Code: CE013 - Embedding Lucid document into Canvas

Our institution uses Canvas LMS. I’m trying to use Canvas’s function of embedding a lucid document into a “page” and when I try to connect to my Lucid account to access said document, I get this error message: Could not verify the integrity of the OAuth request. Please try again or contact Lucid support if this error persists. (Error Code: CE013)

2142
Mj Z
M
Meghan Horn
asked in Admin Questions
Questions For New Team Space

I have a few questions regarding my new team enterprise space.   I have about 5 license users that have previous licenses from other teams but we want to make sure they are only getting charged for licenses on our plan.  How can I confirm this? One of my users said she tried to click on the link sent out to her to join the team but the link has expired.  Can she just go to the Lucid site and log in with her email?

212
Zuzia S
T
tyler anderson
asked in Admin Questions
SCIM Connector not Deprovisioning/Removing Old Users

I recently re-enabled SCIM after the license change, and I audited out ~200 users that no longer needed access to Lucid. Removing them from the Okta App does not remove them from Lucid, but adding a new user, then removing that added user works properly. How can I get Lucid and Okta to force update the user list on a bulk change without having to do it manually?No error codes are appearing, and its hard to troubleshoot where the issue is arising.

481
Humas1985
Lucid Legend Level 8
Aaron101
Aaron101
asked in Admin Questions
Joining a Lucid team account

Hi I was using my work email for an individual account and then realized we have a Team account. I need to use the same email but it won't let me do that (it asks me to upgrade and pick a plan) I was sent an invite and it shows up in notifications but I can't action it. Any thoughts how to fix?

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J
C
Chris M
asked in Admin Questions
Azure DevOps Multiple Orgs

I’ve connected 3 Azure DevOps orgs to my Lucid Account.  All 3 have “Third-Party application access via Oath” policy enabled.  I can see all 3 orgs in my integrations section of my profile.  But I can only access projects from the first org listed in my settings when using LucidSpark. Is there a way to switch which org to pull data from?

414
Leianne C
Abigail M
Abigail MLucid support team
posted in Admin Questions
How to resolve “User cannot be created because the email already exists” error in Okta or Azure

Are you seeing a “User cannot be created because the email already exists” error when attempting to provision users in your identity provider? This error is being generated because the associated email is already registered as a user independent of your Enterprise Lucid account. In order for you to update this user in your IdP, the Lucid user will need to be added to your Enterprise Lucid account.You can send users an invitation to join your account via the Admin Panel as detailed here. After they accept the invitation and are added to your account, you should no longer receive this error.Please feel free to post any questions below!

990
Abigail M
A
alan mckenna
asked in Admin Questions
Domain Migration Question

We recently migrated all users, in okta, to a new domain. I know see accounts in both domains in Lucidcharts. Can I work with support to update all users to the same domain? Can you do it on the back end? 

241
Kelsey Gaag
A
alan mckenna
asked in Admin Questions
Domain Migration

We recently migrated all users, in okta, to a new domain. I know see accounts in both domains in Lucidcharts. Can I work with support to update all users to the same domain?

211
Quadeshia
W
william.walberg
asked in Admin Questions
"Allow email and password" is greyed out in Lucid admin panel

Hello, I am in Admin > Security > Authentication > User Sign In, and I am looking to check the box to “Allow email and password” but it is greyed out. Currently we allow SAML authentication but I’m looking to remove that and switch to local passwords. Can anyone help me with next steps, please?

617
H
A
Atalia2096
asked in Admin Questions
Blank spaces on all documents

For some reason every document (old or new) has portions missing and distorts any content. Example below includes an old chart that is now distorted and portions are missing. I don't have any layers on my document so it’s not a layers issue.  Any new document looks like the one below with blank spaces.  Trying to add a text box causes it to look messed up (see below): I’m not sure if its a new feature that I somehow cant figure out how to get rid of.

151
H
Mj Z
Mj ZLucid support team
posted in Admin Questions
A Guide for Account Owners and Document Admins: Restoring a user's previous documents after relicensing.

Learn how to restore documents for a user whose documents were transferred during the delicensing process, following their relicensing. As part of the delicensing or deletion process, documents are required to be transferred to another user or a repository account within the organization. A folder is generated as part of this process and is titled "from useremail@address.com" which will contain the transferred documents.  Relicensing will not automatically restore their documents. If you are an Account Owner or Document Admin of an Enterprise account, you can transfer document ownership from the repository account to the original owner using the Document Discovery feature!   From there, the Account owner or Document admin can transfer ownership back to the original owner or move the document into a team folder.For more information on how to use this feature, please refer to the Document Discovery section of our Document Management article from the Lucid Help Center. Note: The Account A

470
Mj Z
T
timothy.tung
asked in Admin Questions
What does the star mean?

During a collaboration with my teammate, we noticed a user icon with the star icon. Does anyone know what that indicates?? 

982
Leo Barnes
Lucid Legend Level 5
D
Dporty
asked in Admin Questions
Transfer account ownership due to admin leaving

Our admin has left the company. The admin was the “owner” of lucid.We do not have, nor any ability to retrieve the login information from this account. How can we transfer “ownership” 

241
H
A
avin.singhal
asked in Admin Questions
Lucidchart Migration from Confluence Data Center to Cloud

HI Team , We are in the Process of migrating our Confluence Data Center Instance to Confluence Cloud.Lucidchart Plugin is part of CLoud as well . As there is no automated way or supported by CCMA, any specific steps we have to take care during the migration,I am following this documentation for now   https://help.lucid.co/hc/en-us/articles/17169003845268-Migrate-Lucid-documents-in-Confluence 

535
Emma B
D
Dean Salter
asked in Admin Questions
Azure SAML SSO and First/Last Names in attributes/claims not working

Hi there. I have been successful in configuring SAML SSO with our Azure Entra ID tenant and our Lucid Enterprise tenant. Lucid's auto-provisioning accounts from SSO does indeed create the Lucid account but there is one issue I am hoping someone can help fix.When the auto-provisioning happens upon first SSO login, the First Name and Last Name do not get filled in properly from their Azure Entra ID account. The First name gets the part of their email address before the @ sign and the Last name is blank. I searched for an read Lucid documents/tips on configuring SAML SSO as well as ones which indicate the SAML attribute statement mappings. However, Azure Entra ID does not have the same attribute names. For First name Azure has user.givenname; for Last name Azure has user.surname. Is this something that can be corrected by modifying the standard attributes/claims for the Lucid (All products) SAML app? Here is what comes standard in Azure Enterprise Applications for Lucid (All products):  S

6285
D
A
avin.singhal
asked in Admin Questions
Lucid Migration from DC to Cloud

HI Team , We are in the Process of migrating our Confluence Data Center Instance to Confluence Cloud.Lucidchart Plugin is part of CLoud as well . As there is no automated way or supported by CCMA, any specific steps we have to take care during the migration,I am following this documentation for now   https://help.lucid.co/hc/en-us/articles/17169003845268-Migrate-Lucid-documents-in-Confluence 

103
A
R
Rikke
asked in Admin Questions
Format lines in the new Lucid

I’m trying to format a line in Lucid but the handlebars isn’t available on the vertical line 🤔How do I then align!? 

415
Leo Barnes
Lucid Legend Level 5
M
mlamparas
asked in Admin Questions
Shape Panel is not expanding

I am having a problem expanding the shape panel. It has a red box that doesn’t expand. Is it a license issue or settings ? 

211
H
W
wxy
asked in Admin Questions
Change authentication method from Google SSO to Microsoft SSO to log into Lucidchart

Hi  I have my Lucid subscription attached to Google Sign in which is again a work a/c. We are moving to our office productivity apps from Google to Microsoft. Consequently we will no longer have liberty to use google a/c. We won’t be able to use google sign in for anything including Lucid app.My question isI want to move my google sign in to lets say Microsoft sign in or simple Lucid credentials. is it possible? thanks 

623
H
B
B T
asked in Admin Questions
Can't delicense users on Team subscription

Hi, I want to remove 2 licenses from user, but I get this error message:How can I remove them from their admin status? We do not have any groups set up. Thanks in advance. Best regards,Barbara

161
Mj Z
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