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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.

5823 Topics
Phillip W
Phillip WLucid support team
published in Product Questions
Troubleshooting Shape NotesTroubleshooting

Hey Lucid users -- if you are having trouble with our Shape Notes there are a couple of things to look into: When a shape has a note a gray notepad icon will appear next to the shape. The only way to view the note is to click on this icon. The only way to add or delete a note is to right click on the shape and select "Delete Note". Notes are not visible when printing or downloading a diagram. Notes are different from comments although the icons will appear in the same place next to the shape. Comments are intended for collaboration whereas notes are for keeping diagrams concise by moving text to notes rather than keeping it all in a shape. Anyone you share the document with has the ability to see your Notes. If the issue persists please give us a heads up with the following information: A screenshot of the issue. A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a W

72
Leianne C
10 months ago
Rebecca W102
Rebecca W102
posted in Product Questions
Fit Chart To Word

How do I convert my chart to word but not all on one page as it makes it too small how can I make it split over various pages. 

1
Phillip W
10 months ago
泰斗 手
泰斗 手
posted in Product Questions
I can not change my folder name in Japanese.

私は日本語でLucid Chartを利用しています。今日、Lucid上で新しいフォルダを作成してこの名前を変更しようとしました。しかし、日本語名をつけてEnterキーを押したところ、日本語の変換が確定されずにそのままフォルダ名が決定されてしまうようで、名前が「新規フォルダ」のままになってしまい、変更することができませんでした。他の文書で日本語名を記入し、貼り付けて決定をしたり、または英字名で、変換を必要としない入力をした場合は正常に変更することができます。少し前に、Lucidのドキュメント内で日本語の変換に関するバグが発生していたと思いますので、おそらく関連の事象だと考えられます。対応をよろしくお願いします。 ---- I use Lucid Chart in Japanese.Today I created a new folder on Lucid and tried to rename this.However when I gave it a Japanese name and pressed the Enter key the folder name seemed to be determined without confirming the Japanese conversion and the name remained "New Folder" and I could not change it.If the Japanese name was entered in another document pasted and determined or if an English name was entered that did not require conversion the name could be changed normally.I believe there was a bug related to Japanese conversion in the Lucid documentation a while ago so this is probably a related issue.Please take care of this issue.

2
Leianne C
10 months ago
IT I
IT I
posted in Product Questions
Okta Scim provisioning of team folders

Is it possible to get Team Folders access via a sync from Okta for different groups and have people access different multiple team folders all through SCIM.    Example lets say I have 3 teams Dev Sales Marketing each team has a group in Okta Id like those groups  to achieve 2 goals.  1st - Propagate to Lucid ( this part I have workin via SCIM)  2nd - Have each group map to a team folder where group they can access their team's Lucid resources.  a stretch goal would be something like Sales has a team folder Marketing has a team folder and they also have a sales+marketing colab folder.   is any of the 2nd part possible? 

1
Leianne C
10 months ago
Anthony S
Anthony S
asked in Product Questions
Change the default file location in Google Drive

Every Lucid chart I create is saved to the same folder in Google drive. How can I change the default location? Now that I know I don't get a choice to change the location with each chart I would like to move it to a more generic location. Thanks Anthony S.

3
Leianne C
10 months ago
Zairul A
Zairul A
posted in Product Questions
How can I edit the months in my timeline?

From just November maybe change to Nov 2023

4
Zairul A
10 months ago
Rob J102
Rob J102
posted in Product Questions
3rd Party Cookie Workaround ?

After a recent corporate security policy update 3rd Party cookies are now blocked and can't be turned on. This has broken LucidChart Confluence integration with diagrams now not showing correctly in Confluence. Is there any workaround that doesn't involve enabling 3rd Party Cookies ?Is there any plan not to rely on 3rd Party Cookies for such integrations to work in the first place ? Thx

1
Karsten B
10 months ago
Chelsey D
Chelsey DLucid support team
posted in Billing
Monthly Subscriptions and Payments for Lucid Software Customers in India

Lucid Software is only offering annual subscriptions in India at the moment. As you may be aware on October 1 2021 a rule change by the Reserve Bank of India came into effect that is designed to fight fraud and prevent unwanted recurring payments. As a result there were additional requirements placed on banks financial institutions and payment gateways. While some institutions have updated their systems to meet the new requirements some are still working on it. Because the current banking regulations in India block merchant-initiated transactions (such as monthly subscription renewal charges) we are only offering annual plans to users in India at the moment. We apologize for the inconvenience. If you are in India & your payment for your annual subscription is failing: If you find that your payment for an annual plan is failing it is possible this is because your bank has not approved the transaction: If a payment for a renewal for an existing subscription is failing you should h

0
Chelsey D
10 months ago
Phillip W
Phillip WLucid support team
published in Product Questions
Schoology Integration TroubleshootingTroubleshooting

Hey Lucid users -- if you are having trouble with our Schoology integration there are a few things to look at: Teachers can add a Lucidchart diagram to an assignment by navigating to a course selecting "add materials" selecting the insert content button selecting Lucidchart and then selecting the diagram from their Lucidchart docs list. When students select the diagram link in the assignment that will open a new copy of that diagram for them. Students can submit a Lucidchart diagram as an assignment by exporting the diagram as a PDF from within Lucidchart navigating to the assignment in Schoology selecting submit assignment and uploading the PDF. If your Lucidchart documents list doesn't load when diagramming in Schoology can you check that 3rd party cookies aren't blocked for your browser? If the issue persists please drop a comment with the following information:
 A screenshot of the issue so I can see what you’re seeing. Can you send a screenshot of the associated Javascript Cons

60
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Salesforce Schema ERD Import Troubleshooting

Hi Lucid users -- if you are having difficulty with our ERD Import - Salesforce Schema functionality there are a few things you can look at: To use the API your organization must be on one of the following 4 editions (the API is enabled by default): Enterprise Edition Unlimited Edition Developer Edition or Performance Edition. Editions with no API Access include: Contact Edition Group Edition Professional Edition and Spark Edition If you've verified you have API access but are still unable to import please confirm that the "Lock sessions to the IP address from which they originated" setting is not checked in your Session Settings in Salesforce. Try the schema import in a Google Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions. Please check your login IP Ranges under your Salesforce user profile and make sure that those ranges are not restricted. In most cases if the above tips don't help this could be t

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Revision History Troubleshooting

Hi Lucid users -- if you are having trouble with Revision History there are a couple of things to take a look at: Revision History is only available to certain subscription levels. If you receive a message saying you are unable to view it you will need to upgrade to access your revision history. If you upgrade your revision history will be available from the beginning of your documents. Refer to our Upgrade your Lucid account. While making edits to your document Revision History will save a different version every few minutes. Pressing “Restore” will restore that copy over your current copy. If you are wanting to keep your current copy you will want to press “New from version”. While going back and forth between versions in your revision history it is possible that even the most recent version isn’t your current document. You have to exit revision history entirely to look at what your document looks like currently. If you accidentally restored your document to a previous version but w

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Quip Troubleshooting

Hey Lucid users -- if you are having difficulty using Quip with Lucid there are a few things to check out: There are some Lucidchart features that can't be used in Quip. Please take a look at the Help Center article linked above for a list of features. If you are inserting an Org Chart in Quip images that were inserted in Lucidchart using URLs will not be able to display. Please upload the images to Lucidchart directly and then they will be displayed in Quip. Verify that 3rd party cookies are enabled on your browser. Please take a look at this article for information on how to do this. Try using Quip in a Google Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.  If the issue persists please give us a heads up with the following information: A screenshot of any error messages or pop ups that appear. A description of the steps you took leading up to the issue. A screenshot of the associated Javascr

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Process Diagram Troubleshooting

Hey Lucid users -- if you are having trouble with our Process Diagram Import there are a couple of things to try out: The data has to be formatted a certain way in order for the import to be successful. Take a look at this article. Since Lucidchart’s CSV export uses the same format as its import you may wish to export an existing Lucidchart diagram as a CSV file to use as example of how your file should be formatted. Please take a look at this section of our Process Diagram Import article for more information on how to do this. If you go to File>Import Data>Process Diagram you can also download an example CSV data set from that screen. If the issue persists give us a heads up with the following information: A screenshot of the error you are seeing. The CSV you are trying to import. A screenshot of the associated Javascript Console output right after you try to import the CSV file. You can open your Javascript Console by pressing Ctrl + Shift + J (if your computer is a Windows

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Troubleshooting Passwords on Published Documents

Hey Lucid users -- if you are having trouble with passwords while Publishing there are a couple of things to check out: Password protection of published documents isn’t available to all account levels. Please see the Lucidchart Plans article for more information about the features available at each account level. If you are interested in upgrading please visit our Upgrade your Lucid account. If you created the document or the document has been explicitly shared with you then you will not be prompted for a password as you already have access to the document. If your document is embedded then password protect will not function on either the embedded document or published links. To resolve this please un-embed the document. Hope these help -- feel free to give us a heads up if you need further assistance!

0
Phillip W
10 months ago
Daisy F
Daisy F
posted in Product Questions
Adjust Org Chart Photo Size

Hello How can I adjust the Photo size in my org chart? I can adjust everything else except that. please help!

1
Leianne C
10 months ago
Junior A
Junior A
posted in Product Questions
Looking For Structured Chart Template

Hey I am looking for a structured chart template that has all the symbols I need such as data flow control flow loop symbol etc

2
Joe R102
10 months ago
Paulina C
Paulina C
posted in Product Questions
Direct Report Bubbles

I'm unsure how to make direct report bubbles? Also once deciding to use direct report bubbles is it easy to switch them on and off in my org chart?

1
Addie
Lucid Legend Level 1
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Microsoft Teams Troubleshooting

Hey Lucid users -- if you are having trouble with Microsoft Teams here are a couple of specific things to check out: You will need to install the Lucidchart/Lucidspark app before you are able to use the integration. If you experience any trouble with this your admin for your organization's Microsoft Teams account may need to first enable your ability to install it. They can learn how to do this here. Our Microsoft Teams integration requires that the ability to create share links be enabled for your Lucid account. If you receive an error message regarding share links being disabled please reach out to your Lucid admin or internal IT team to see if they'd be willing to enable them. If the issue persists give us a heads up and send the following information: A screenshot of the issue including any error messages or pop ups that appear. The version of Microsoft Teams you are using (desktop vs online). Can you confirm whether the issue still occurs in the other version? If the issue occu

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Microsoft OneDrive Troubleshooting

Hey Lucid users -- Here are a couple of specific things to look at when working with the OneDrive integration: You will need to enable the integration before you will see the OneDrive option. Please see the article linked above for instructions on how to enable it. This integration only allows for image import. You can't import any other type of file nor can OneDrive be used as a backup for your Lucidchart files.  If the issue persists give us a heads up with the following information: A screenshot of the issue including any error messages or pop ups that appear. A screenshot of the associated Javascript Console output when the error occurs. You can open your Javascript Console by pressing Ctrl + Shift + J (if your computer is a Windows / Linux) OR Cmd + Opt + J (if your computer is a Mac).

0
Phillip W
10 months ago
bonnie.lopes
bonnie.lopes
asked in Product Questions
Timeout error when connecting Lucid with Jira

Getting a timeout error when trying to connect Lucid with Jira.  timeout is on Jira side once clicking the grant access.

9
bonnie.lopes
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Locking Troubleshooting

Hey Lucid users -- if you're having trouble with Locking shapes there are few specific things to note: You can lock an object entirely or you can specifically lock it's size and position style or content. You can lock an object by either using the lock icon on the top toolbar or by right clicking the shape selecting "Lock/Unlock" and then selecting one of the specific lock options. If a shape is locked gray x’s will appear on the corners when you select it and a lock icon will appear in the top right corner. If you are wanting certain locked objects to remain locked when sharing with other users you first have to convert the document to a template. Otherwise collaborators with editing permissions will just be able to unlock the locked objects. If the issue persists please give us a heads up with the following information: A screenshot of the issue. A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing C

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Google Add-ons Troubleshooting

Hey Lucid users -- if you are having trouble with Lucid Google Add-ons there are a couple of specific things to try:Connect to a different network to rule out any connection issues Open the Google Doc/Slide/Sheet in an incognito window to rule out browser interference Remove the diagram and then reinsert it If your diagram isn’t updating, verify that the correct diagram is inserted. In some cases if users have multiple similar diagrams they may have inserted a different one. If you resize the diagram to be larger than intended or if your diagram contains a lot of details it may appear blurry upon insertion. If this is the case I recommend exporting your diagram from Lucidchart as a JPEG or PNG and inserting it as an image. Please note that if the Lucidchart Add-on has been deployed by your admin you will be unable to uninstall it. If the issue persists please give us a heads up with the following information in the comments below:A screenshot of the issue. A screenshot of the associate

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Gmail Add On Troubleshooting

Hey Lucid users -- if you are having trouble with our Gmail Add-on try out these troubleshooting steps: Would you mind connecting to a different network to rule out any connection issues? Could you also try opening your Gmail account in an incognito window to rule out browser interference? If the issue persists please give us a heads up including following information: A screenshot of the issue. A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl + Shift + J (if your computer is a Windows / Linux) OR Cmd + Opt + J (if your computer is a Mac).

0
Phillip W
10 months ago
Phillip W
Phillip WLucid support team
posted in Product Questions
Custom Font Troubleshooting

Hey Lucid Users -- when it comes to Custom Fonts there are a few specific things worth noting:   You can import TTC TTF or OTF files as custom fonts and any other font file type will not be supported. If you have uploaded a custom font into a document it should work for anyone who you share the document with. However if someone makes a copy or another version of the document and do not also have the custom font uploaded into their account the text will no longer appear correctly. This also applies to versions of the document that have been made into templates.  Please try the steps again in a Google Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.  If the issue persists please give us a heads up with the following information: A screenshot of the issue. The font file you are attempting to upload. A screenshot of the associated Javascript Console output after reproducing the issue.

0
Phillip W
10 months ago
Madeleine M
Madeleine M
posted in Product Questions
LucidChart is incredibly laggy lately -- anyone else?

LucidChart is incredibly laggy lately -- anyone else?

1
Leianne C
10 months ago
Lucid Software Inc. Supplemental Community Terms