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Peer Support

Encountering an issue or have questions about how to use a Lucidchart, Lucidspark, or Lucidscale? Search the Lucid Community or post a new question to get support.

6793 Topics
P
peter1968
asked in Product Questions
Broken thumbnails within Google Docs and Lucidchart

Hi there,some of the thumbnails of my charts appear broken in Lucidcharts. What is more annoying is that some of them are broken when inserted in google docs.  Please help me out. thanksPeter

484
Ambar D
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Guruji
asked in Admin Questions
SCIM Question | Remove/ Deactivate Users

Hello, If I remove a user from Lucid using the SCIM API, would it update the Okta groups associated on its own? How does this work? What is the right sequence of actions for deprovisioning users from Lucid and removing licenses associated? What portions can be done without Okta being in the picture?  Thanks,S

291
Kelsey Gaag
N
nickjames2006
asked in Admin Questions
LucidScale Azure Import failing on larger subscriptions

Hi all,We’ve managed to import most of our subscriptions from our Azure tenant, but we’re struggling with the last three. They seem to fail without providing any meaningful error message. I’ve spoken to support, who suggest it may be due to 1) The number of resources or 2) The size of the subscriptions.I understand that I need to split them up, which is going to be a hassle! However, I can’t be the only LucidScale user facing this issue. So, I’m reaching out to ask if anyone has any recommendations for splitting them up or tips on how you manage these in Lucid.@Lucid: It would be really helpful if the error messages were more detailed, indicating exactly where the process failed so we could troubleshoot ourselves and know how best to split them if this is the only way to proceed. Also any white paper on the amount of resources etc. per sub we are limited to would also be advantageousThanks,Nick J

441
aparrish
Lucid Legend Level 6
M
Matthew White
asked in Product Questions
Custom font no longer working

The Font Daniel Black is no longer working on my account. This is very frustrating as I have been using this for awhile and now all my boards are not displaying correctly. I have tried in an incognito environment… I have tried with different browsrs. Chrome, firefox and edge. All the same. Please advise ASAP. This is causing me a huge frustration.  

241
aparrish
Lucid Legend Level 6
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samWWCC
asked in Admin Questions
Why am I being told that I don't have internet connection when I do?

Essentially said in the title, but I’m unable to make any new files on LucidChart. when I attempt to do so, a little tooltip pops up saying that I am not connected to the internet, even though I am. Is there something I am missing here? it has been this way for multiple weeks now.

633
Kelsey Gaag
Sami H
Sami HLucid support team
asked in Product Questions
Work in Lucidchart isn't updated/saved

Hello I went onto Lucidchart today and it seems all of my work from “Business Plan 1” is gone. When I am on my docs list I can see all the work that I did from yesterday in the document preview but when I go into the document it’s blank (see screenshots).

76820
Kelsey Gaag
A
allysonswelam
asked in Product Questions
Lower left navigation doesn't work

When I insert a new page, it shows a “Page 2” tab in the lower left but I’m unable to navigate to it or use ANY of the lower left action/navigation buttons. Frustrating! I did some research and I have cleared cache on the latest version of Google Chrome (as suggested) and restarted all to no avail.  Please HELP ASAP!

61
Kelsey Gaag
Jean-Baptiste V
Jean-Baptiste V
asked in Product Questions
Highlight the shapes related to the selected one in Lucidchart

Hi  In my Lucidchart diagram, I try to to highlight the block related to the one I selected as below.  I tried to use layer to achieve this but it doesn't suit.  How can I do this ?   Thanks   

1907
Kelsey Gaag
D
Dennis Bourn
asked in Product Questions
How to select shapes or insert content in 'My libraries' within Lucidchart

I wanted to use the shape in “My libraries” but no matter how I double click, or use different keyboard and mouse combination, I could never select the shape. I tried to drag it out but unable to. Video of the issue.  

141
Kelsey Gaag
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Vladimir Sepeljev
asked in Admin Questions
I need to forward notification from notice@app.lucid.co to another user if am not owner. How I can do it ?

I need to forward notification from notice@app.lucid.co to another user if am not owner  . How I can do it ?

981
Quadeshia
A
A_Kasper
asked in Product Questions
Diagram won't let me select an individual shape

I’ve created a diagram at that has a bunch of shapes that are identical in size with solid lines connecting them if they interact with each other. Then I created another layer that I have added the shape outline to above the original shape (so I can see what’s written on the original shape) and then i have added a dotted line for how these shapes on this layer interact with each other. My goal is to have only the dotted lines and the original shape, and the shape outline visual on this second layer, and for the original layer to show the original shapes and the solid lines. My current problem is that I need to move two of the original shapes over like 3 inches to the left and when I select one of them to move it (after I toggle off the second layer) it moves every shape and line in my entire diagram. I can’t move just one shape. I’ve even tried deleting one of the solid lines connecting that shape to anything and it is still selecting everything. Looking for some help please. Page Insi

211
Micah
L
lma
asked in Product Questions
Swimlane title formatting and color fill

I am not talking about the section headers, which is what help and wider google searches keeps directing me to.There is a facility to give a swimlane container a title. It’s there to the top left in grey. However, when I give my diagram a title it is shaded grey on a dark grey background and there is no obvious way to change that to something which meets accessibility guidelines.As there is no help that I can find on this topic, I presume it is either a bug or by design. If there is a way to change the default, please let me know how and advise me of the search terms I should have used to find these instructions.  

1125
Zuzia S
A
Aeagle31281
asked in Product Questions
Missing Collaborative AI

I do not have the AI chart developer icon, can you help me add it?

751
Leianne C
J
js245f
asked in Product Questions
"Import your data" disabled by administrator

For some reason I am getting the following message when I try to import UML data. I’m using a private account (not using an organisational one) so not sure why this would appear and how I can move past it  

402
Ambar D
Geoff S
Geoff S
asked in Product Questions
How do you rotate a door?

Nothing I do will make a door attach to a wall object swinging in the right direction. There appears to be 4 doors in the "doors and windows" group thing. Sorry I have screen shots of all this but the forum here seems to do a very poor job of embedding images. Nothing I do will get any of the door objects to attach to the wall in the correct orientation and it's driving me insane. I can't find anything that allows me to rotate the door into the correct orientation. What gives?

2523
Zuzia S
E
Lucid Legend Level 3
ebenChaffeeLucid Legend Level 3
asked in Product Questions
Finding Issue Key on Jira card

I am trying to reference the “Issue Key” for a Jira card. I would like to use this to link to additional data I will be storing using the issue key as the reference. What is the proper syntax to get the issue? I am able to get many other data fields from the issue but not this one. I see it on the card itself and can see the url via $sourceitemurl 

9310
E
Lucid Legend Level 3
J
jbirdjavi
asked in Admin Questions
Jira add-on fails to install/upgrade

I’m trying to upgrade the Lucidchart plugin in Jira from version 1.11.0 to version 1.11.1. The install fails almost immediately and there is this message in the Jira logs:2024-12-18 21:19:52,035+0000 UpmAsynchronousTaskManager:thread-1 WARN <username>     [c.a.u.core.install.DefaultPluginInstallationService] Plugin installation failed: Attempted to install an OBR that does not have exactly one main plugin jar

253
aparrish
Lucid Legend Level 6
D
donny0m
asked in Product Questions
Remove customised colour palette items

Over time my custom colour palette has gotten quite large and I would like to remove some of the fill colours I don’t use. Is there a way to do that? 

221
aparrish
Lucid Legend Level 6
K
k_smith
asked in Product Questions
Styles changing automatically

The formatting styles are changing automatically causing the layout to move and display incorrectly. I assume this is from something I clicked on, but I can’t tell as the UI doesn’t have anything indicating the styles should change.

201
aparrish
Lucid Legend Level 6
A
Annie
asked in Product Questions
Cannot export my ERD

No matter how few entities there are, my ERD cannot be exported because of an error.

181
C
Lucid Legend Level 3
K
kbessas
asked in Product Questions
Are Team Folders being deprecated?

We got a new enterprise subscription and we were surprised to see that the Team Folder functionality is not there. We cannot see “team folders” and we cannot create them either. Despite that, in the admin section, there seems to be some configuration around who can create Team Folders (way-to-go for UX). Is the feature being deprecated? Why? The help center is quite clear about this (link): *Enterprise accounts created after May 15th don't have access to team folders. We recommend leveraging team hubs to organize teams and share documents within your Enterprise account. Team Hubs looks like an offering around agile teams that need to separate their whiteboards and designs. As Azure SCIM (or other SSO SCIM) is not supported currently, managing users to teams is manual effort on top of everything else. Counter to that, the use case of team folders was different. Quoting the description of team folders within the admin panel: Team Folders are spaces for users to collaborate within teams o

1112
Micah
Z
ZainG
asked in Admin Questions
How can I create loops, arrows, and curved lines?

I am trying to create causal loops like this image, can it be created in Lucidchart?  

5122
Leo Barnes
Lucid Legend Level 5
Olivier K
Olivier K
posted in Product Questions
Organize shared documents

Hi It seems that we used to be able to drag and drop shared files (Shared with me) to folders in "My documents" but this does not seem to work anymore... Can you please advise?  Thank you. Olivier

609
Micah
O
osilva_fragomen
asked in Admin Questions
Mermaid directives syntax error

Hi,Ive seen the addition of the "Diagram as code" functionality and I think its incredible, thank you very much!But Im trying to add the Directives | Mermaid and I get a syntax error, I dont know if Im doing something wrong or if they simply cant be used.  

3055
O
T
thompson.j
asked in Product Questions
Lucid card attributes shrunk in width with latest update of attribute columns

I have a card that I have used for almost all of my lucid charts, and a recent update has messed all of the formatting up for each one that has an attribute with text wider than half the card. When I open up any of my documents that have an attribute on a card, the cards grew in height to accommodate the text that fit just fine in the card size before.  I noticed a new “attribute columns” feature, rather than just “attributes”, but even when I set this to 1 column, it sets the width of the information very skinny, as if it’s trying to fit more columns of attributes. I’m hoping I don’t have to go into every single document and every single card to fix all my lucid charts! Help! messed up cardswhat the correct cards used to look like 

573
Zuzia S
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