Broken images when importing from Visio to Lucid

Question

For the past few months, my group has been uploading and converting our designs from Visio. Just today, someone in my team reported that when they are converting a file, some shapes on the existing design show up as broken or missing. I tried uploading the same file from my computer, as well as different Visio designs for different clients and got the same issue. I even went as far as uploading an old design that I successfully uploaded 2 days ago (to then modify) and I was experiencing the same issue that I did not have prior. For example:

When I uploaded the design on the 20th, one shape showed properly (first), but when I uploaded the old design again today, same file--untouched since September 2025--it gives the missing image (second):

How one shape is supposed to look when uploaded from Visio

Same shape from same file uploaded 2 days later (today)

At this time I did check the status.lucid.co and it shows “All Systems Operational”. I’m not sure what else to try, but since this happens on multiple files, on multiple PCs/Accounts, this feels like an issue with Lucid or something regarding the conversion process that changed suddenly.

Has anyone experienced this before? Was there a way to resolve it on your side?

Ambar D · Answer

Hi ​@PJ B., thank you for posting in the Lucid Community! I’m sorry to hear that you’re having trouble here, but I’m happy to help.First, can you verify that the file is able to be opened correctly in Visio? If a file is the wrong file type, or has some other issue that makes it an invalid file, we will not be able to import it.If you confirm that you are able to open the file in Visio,I recommend the following steps:Try re-saving it to both VSDX and VSD file formats, then importing those files to Lucidchart. Switching the file type can sometimes correct issues in the file itself.Trythe import in aprivate or incognito window. That mayhelp us to narrow down the potential cause.For help with opening an incognito window, please see this community post.If the issue persists after these steps, could you share 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!

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