Solved

An error exists on this page (export to PDF fail)

25 replies
607 views
Translate All

Starting last week all of my files no longer export successfully to PDF. when opening in Adobe Pro or Adobe Reader I get an error in Adobe that ‘An error exists on this page. Please contact the person wo created the document to correct the problem.’ All files exported successfully before last week and now none do. I have tried incognito mode for Chrome without success. Cleared cache etc as well. Edge browser does not export successfully either. PDF displays fine in a webview but not the adobe app. no update was made to adobe as far as I know. Nobody else on my team is having the issue.

When I have someone copy and paste designs from my Lucid into their own workspace, they receive the same error but can still export their own documents with PDF.

Amelia WAnswer

Lucid support team

Hi @darren frank, I’m glad to hear that! I have heard back from our development team, and it sounds like a fix was released this morning, so the issue you and other users experienced should now be resolved. I apologize for any inconvenience that this may have caused.

If any other users continue to experience this issue or have further questions, please add to this thread!

Show previous replies

Amelia W

Lucid support team

Hi @pichonis, thanks for adding to this thread! Can you please try the export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.

Alternatively, sometimes issues like this can be related to internet connection speed or network security. Please try the export again on another network, ensuring that you are on a strong, stable connection.

If the issue persists, would you please send a screenshot of the error message you are receiving? I appreciate your help and patience!

Translate

P

paolo

Hello, @Amelia W

My team and I are still having this problem. We need to export flowcharts in PDF format to send and consolidate deliveries of our projects to clients, but the functionality is constantly showing errors. We tried to export in other formats (JPEG and PNG), but these are also showing errors.

When is the definitive fix expected?

This is really impacting our relationship with our clients.

Translate

Amelia W

Lucid support team

Hi @paolo, thank you for adding to this thread! A fix was released for the line error in Adobe Acrobat that users were previously experiencing in this thread.

Would you please send a screenshot of the error message you are receiving? I would also recommend following the troubleshooting steps as outlined in our Troubleshooting: Export or print a document article from the Lucid Help Center, if you haven’t completed them already.

I appreciate your help and patience!

Translate

P

paolo

Hi @Amelia W,

Thank you for your quick response!

Below is a screenshot of the error. It appears when the platform tries to generate the PDF file. The file is not even downloaded (i.e., it is not an error opening the PDF, but rather generating it).

Translate

Amelia W

Lucid support team

Hi @paolo, thank you for providing that screenshot! Can you please confirm which troubleshooting steps you have completed thus far? This will help me eliminate some potential causes.

Additionally, can you please send a temporary Support PIN for this document? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating a Support PIN, check out this Help Center article.

Translate

D

dbrbnd

This is now a problem again. I can view pdf fine in a browser or non adobe readers. What is the solution? And no I am not converting dotted lines to solid.

Translate

alison cheney

Lucid community team

Hi @dbrbnd,

Thank you for responding in this thread and I’m happy to jump in and help provide a fix.

Could you try opening your document in a private or incognito window to help us narrow down the potential cause? Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility. For help with opening an incognito window, please see this community post.

If those don’t resolve the problem, can you please send the following information so I can take a closer look?

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).
A temporary Document Support PIN for this document? This will help me take a closer look at what’s going on. This PIN is safe to post in this thread because it is only accessible by members of the Lucid support staff. You can find steps for generating a Support PIN in this Lucid Help Center article: Generate a Lucid Support PIN.

Thanks in advance for your help and patience!

Translate

D

dbrbnd

None of the first things changed anything. The below are screenshots from Adobe reader with the error and the javascript output. The pdf opens fine in firefox browser but errors out in adobe.

Support pin: duWXm5JNQFtnVWVMaWpaBHncFO4oOdKQGN198053676

Translate

alison cheney

Lucid community team

Hi @dbrbnd,

I have good news! Our development team has let me know that the issue should now be resolved. I’m sorry for any inconvenience this may have caused. If you’re still seeing the issue or have any other questions, feel free to reach out. I’m happy to help!

Translate

D

dbrbnd

Hi @alison cheney. Unfortunately I am still encountering the problem. I literally just exported to PDF 30 seconds ago and got the same error.

Translate

alison cheney

Lucid community team

Hi @dbrbnd,

I'm really sorry to hear you're still running into this. I checked with our engineering team—while the fix is working for most users, it looks like a small group is still affected, and we're continuing to investigate.

It looks like the previous support pin you shared has expired. Would you mind sharing a temporary Document Support PIN for this document? This will help me take a closer look at what’s going on. This PIN is safe to post in this thread because it is only accessible by members of the Lucid support staff. You can find steps for generating a Support PIN in this Lucid Help Center article: Generate a Lucid Support PIN.

Thank you for your help and patience.

Translate

Create an account in the community

Log in to the community