Admin questions

An user in our company is unable to import Jira issues. Connection appears to be ok in integrations. There is a red explanation mark with blank error message and no projects are accessible. Jira instance has been setup in this user’s Account setting->Lucidspark->Apps & Integrations  Lucid has been added to Jira->Account setting->Connected apps Has advised the user to try in Incognito window or other browser, but no luck.I tried with my own account, no such issue.(I’m the Jira administrator while the user isn’t, and both of us are not Lucid admin). 

Are you running into an error similar to: “Invalid principle in policy: "AWS":"arn:aws:iam::000000000000:role/lucid-import-bastion-role” while setting up your AWS organization import? This error typically happens when you're setting up an AWS organization import for Lucid and you've incorrectly configured the "bastion" account. A bastion account is the one used to coordinate the import with Lucid. Here are two options to fix this: Option 1: Use a Non-Management Account as the Bastion Account (Recommended)Log in to the AWS management account. Use the "Configure permissions with CloudFormation" template. When prompted for the BastionAccountId, enter the ID of the non-management account you've chosen to be your bastion. Log in to the non-management account (the bastion account) and manually create the bastion role. You can use the template as a reference. Log back into the AWS management account and use the "Enable discovery with CloudFormation" template. This grants the bastion role perm

We have an AWS Organization with 37 Accounts, we want to generate the following digram from master account.Organization structure control tower configurationAlso, wanted to generate from all 36 remaining accounts the infrastructure and access rights across the resources with the current policies that we have.

If you are seeing the error “Unable to display Azure DevOps content”, here are a few steps that have been known to resolve this issue:As a first step, please try unlinking and relinking your ADO connection. Navigate to Account Settings > Apps & Integrations > Lucidspark tab > Lucid Cards for Azure DevOps box > unlink. Wait ten minutes with the integration unlinked. Before reconnecting, sign out of your ADO instance before attempting to reconnect. From there, navigate back to Lucid and click "Link to Azure DevOps" to relink and sign back into Azure DevOps. If you are still experiencing issues, please review our Azure Devops Help Center article and submit a product support ticket with a description of your issue and the troubleshooting steps you've already taken.

After a little more than a month since the last response, a topic of mine -- which is effectively unresolved after I’ve just checked the issue -- disappeared.Note the discrepancy.The original topic’s URL is https://community.lucid.co/topic/show?tid=10605&postid=39993#post39993

When deactivating someone in our organization’s account, we plan on transferring their account to a generic account. If this deactivated member was a part of a team folder or team hub, does the generic account also need to be a part of that folder/hub? If so, how can we add the generic account to all team folders in bulk?

Hello, I am attempting to create a Lucid based assignment on Canvas, and I want to be able to test out the submission and grading process before assigning it to students. Currently, when I change my faculty view to “test student.” Is there anyway to bypass this issue? Thanks! 

If you are seeing the error message “Already in Use” when attempting to update an email address in the admin panel or in your account settings, that means the desired email address already exists in our system. Lucid only allows each email address to be tied to one account at a time, even if that account is not part of your team or organization. In some cases there may be a free account under the desired email.In order to proceed with updating the email address you have two options:Option 1: Update the account to a different email address that is not currently tied to any Lucid account.Option 2: Log into the account that has the desired email and update the email OR delete the account. This can be done via the User Settings page. For example, if you are attempting to update Account A to have the email address of Account B, log into Account B and delete the account. This will allow you to proceed with updating Account A.

Any given email address can only be used for one user across all lucid.app data regions. When attempting to add a user via the Admin Panel, if you receive an error message indicating the user exists in another region, this means the user already exists under that email address in a different lucid.app data residency region. For more information on Lucid’s global data residency, please review the Data Residency article in our Help Center.With this in mind, there are two options that allow you to add these users to your account:   Option 1: Ask the user to change the email address on their existing account. The user can do this in their Lucid account under their User Settings page. Once the email address on their existing account has been changed, you should be able to add them to your account under the desired email. Please note: if the user chooses to delete their existing account, they will still need to alter the email address prior to deletion in order to be added to your account un

If you're seeing an error message that prevents you from adding a new user because their domain is controlled by another organization, it means that another Lucid Enterprise account has enabled domain control for that domain.Domain control is a security feature available to Enterprise accounts. It prevents users from creating unauthorized Lucid accounts outside of their organization's Enterprise account using their company email address (e.g., yourcompany.com). This ensures all users with that domain are managed under the designated Enterprise account.To proceed with adding the user to your account, you have two options:Option 1: Add the user to your account using a different email address that is not associated with a controlled domain.Option 2: Alternatively, if the domain in question is associated with your organization and you don’t believe it should be controlled by an alternate account, we recommend reaching out to your internal IT team for more information about the Enterprise L

I’m looking to license an existing user to replace an old user and I would like to transfer ownership of all the old user’s documents to the user who we’re going to upgrade the licenses for.How can I do this while also transferring the license from the old user to the other user? I cannot transfer document ownership to a non-licensed user. The system seems to be requiring me to purchase an additional license, which I don’t need, before I can free up the license from the old user. 

i’m trying to run the cloudformation ‘configure permissions with cloudformation’ to deploy the necessary resources in my AWS organization.  I have a single account as the master payer and then over 30 accounts in various OU’s.  I need to be able to use Lucidscale to create documentation of each account in these multiple OU’s.   I’m getting a failure on the deployment of this initial stackset.  “Properties validation failed for resource MemberRoleStackSet with message: [#/StackInstancesGroup/0/DeploymentTargets/OrganizationalUnitIds/0: string [usedmyorgnazitional ID] does not match pattern ^(ou-[a-z0-9]{4,32}-[a-z0-9]{8,32}|r-[a-z0-9]{4,32})$]I need to discover all accounts which reside in multiple OU’s.  Nothing i’ve tried has helped with this.    Any help?  What should go in the parameters for BastionRootOrOrganizationalUnitId\ MembersRootOrOrganizationalUnitId

Bonjour,Je vais prochainement quitter mon entreprise, ce qui entraînera la suppression de mon adresse e-mail professionnelle associée à mon compte Lucid.J'ai créé plusieurs cartes mentales importantes sur Lucid avec cette adresse. J'aimerais m'assurer que mes collègues pourront continuer à y une fois mon adresse e-mail supprimée.Si je partage mes documents avec leurs adresses professionnelles avant mon départ, pourront-ils toujours consulter et modifier ces documents, même si mon propre compte est désactivé ou supprimé ?Merci d'avance pour votre aide, Cordialement,

I gave students a force copy link to individually annotate a Lucidspark document, which they were then supposed to share with me through creating a “shareable link.” The first few students didn’t see the “share” button, however. So I entered all their emails in the “Individual Access” section of the “share” field. But now, they are only seeing one collaborative copy of the document instead of an individual one. Does anyone know what might have gone wrong?

Good day, We have a requirement to enable the MS365 Powerpoint add-in to all our licensed users, our current tenant configuration does not allowed our users to install add-ins from the office store. We basically managed every integration from the admin portal.We already have the Lucidchart diagrams add -in deployed When we look at configuration this seem to be deployed to the entire organisation with no options to change has this seem to be the default configuration When looking at the configuration, we do have the option to deploy more apps such as the one for powerpoint Can anyone confirm if this would also install this for the entire organisation or give us the option to scope it to a subset of users or a specific groups? We obviously don’t want to install this for non licensed users. Also, are we able to hand pick the app (Ex:Powerpoint) or you actually have to accept permissions for all 3 applications (PPT, Teams and Excel) in order to save the configuration changes?Thanks

Hello,Does anyone know how to migrate a lucid chart from one account to another?We have a contract company that has some charts of our architecture in their lucid account. We need to move these to our account. How can we do this?Thank you, Ken

I was reorganizing all of our documents for a project. And i opened about 8 charts in different tabs and was going to review. Got distracted and upon returning 15 minutes later, each tab now gave this error, and no longer appears in the shared with me section. I know no one changed the sharing, and not different people… If i could find out how to contact real support i would since this is obviously a bug.

​​​​​​Hi All,Enterprise Account showing 0% for 66 users. How can I confirm hope much Storage for Lucidchart/ Lucidspark we are consuming? Can anybody point me in the right direction, please?We are running an Enterprise licence with 66 out of 80 licensed users. Of those colleagues I’ve contacted none of us are able to see how much storage we have collectively consumed, under our Account settings.We’ve been using Lucidchart for years and have a large collection of diagrams.We are using the default US region.We do not store to any of the Integrations, I believeWe’ve tried to view the Storage amount via a variety of browsers.Thanks in advance! Simon

Hello,One of my colleagues created a diagram using LucidChart and shared a link with an external stakeholder who doesn’t have a Lucid license. The file is stored on a Lucid’s team site, and a couple of us are account admins. We both got an email from the external user requesting access to view the document. Is there a way to have this request sent only to the individual who created and worked  on the diagram instead of including account admins as well?Thank you,

Historically, Lucid offered allotments to manage license numbers for user groups on Enterprise accounts.  With the migration to the organizational group experience, Lucid replaced the allotment functionality with license limits. These features function much the same way, but we will get into the specifics in this post.  Note: If you are considering the switch to organizational groups, or already have, refer to the Lucid admin panel: Group management help center article for instructions to manage license limits. Below is a side-by-side image of the previous view of allotments and new view of license limits in the Lucid admin panel:  The license caps remain the same across these experiences, though they look a little different. The short version is that with allotments, limits are hierarchical and divided among subgroups. With license limits, each license limit is independent.  Let’s get into a brief example from the screenshots above. In the previous allotment experience example, there

Our university has introduced Canvas LMS as an educational institution and plans to use Lucid Chart. In this case, if someone who already has a paid Lucid account registers with the same email address used for Canvas LMS (resulting in duplicate accounts), which account will take precedence? Can the accounts be used separately for Canvas LMS and for individual use? Please also advise on how to notify users with duplicate accounts.

This article is for admins configuring Lucid Cards for Jira Data Center following the instructions outlined in our Configure Lucid Cards for Jira article.  When setting up this integration, there are a few common Application Link errors you may encounter. These errors occur when we attempt to get the token via the Jira endpoint “/plugins/servlet/oauth/request-token”. Take a look at the errors below to find resolution steps for each issue! Tip: Use Ctrl-F to search this post for your specific error message.  General errors This class of errors is often caused by a typo or mistake in the setup process. Message: We could not connect to Jira Data Center. Check the configuration and try again.Details: This is a generic error which indicates some issue getting a token from Jira. In this case, we recommend double-checking our documentation to ensure you followed the setup process correctly. Message: The Jira URL is missing a host or is otherwise misconfigured.Details: This indicates that the

This article explains how Lucid's auto-classification feature works for users, based on the configuration defined in the compliance settings of the Lucid admin panel.If you’re an account owner, document admin, or Shield admin looking to set up or manage classification mappings, please refer to the Lucid admin panel: Compliance settings article for configuration guidance. What is auto-classification?Auto-classification is a feature that automatically applies a classification level (such as public, internal, confidential, private, etc.) to documents when certain types of sensitive content are detected via our content inspection feature. This functionality is based on the classification mappings configured by administrators. Once mappings are in place, Lucid checks your content inspection scan results and automatically applies classifications based on your configured mappings. How mappings workWhen sensitive content is detected in a document via content inspection, Lucid uses the auto-cla

Hello, I needed to update my SAML certificate for Lucid, and when I went to do that following instructions from documentation I am getting the error “There was an error adding the Identity Provider. Message: Your Identity Provider metadata contains an invalid X.509 certificate.” I believe I did everything correctly per documentation. Could I get some assistance/advice please? Thank you

Good morningIn my company, we are currently hesitant to grant permission for azure devops integrations due to some security concerns.Is there a way to prevent external access (share to anyone with the link) of documents with a devops integration?Having access to tickets with confidential information, or the ability to anonymously modify the contents of a ticket is a big concern and a blocker for adoption of this feature.