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Broken thumbnails within Google Docs and Lucidchart

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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.

thanks

Peter

Ambar DAnswer

Lucid community team

Hi @peter1968, I apologize for my delayed response here. I have good news regarding the bug with Google Docs! Our development team was able to resolve the issue that you experienced. If you continue to experience problems, please let me know right away. Thank you for your help and patience!

Regarding your trouble with thumbnails within Lucidchart, I first recommend the following:

Could you try opening your document in a private or incognito window to help us narrow down the potential cause? For help with opening an incognito window, please see this community post.
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.

If the steps above do not resolve your issue, can you also send back the following so I can take a closer look?

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 Technical Support PIN for your account (below are more detailed instructions for that with screenshots but please let me know if you need additional help in generating this PIN)

From your Lucid account, select your profile image or initials in the upper-right corner.
Select Account Settings from the dropdown.

Scroll down to reveal the ‘Support Tickets’ section as shown below and select Manage Technical Support PIN.

In the pop-up window, select Generate. To the right of the PIN, click Copy.

Thank you once again for your help and patience as I continue to investigate this further. Please let me know if you have any additional questions or concerns!

aparrish

Lucid Legend Level 8

@peter1968 I have to admit that this one puzzles me more than other posts as I cannot find any answers as to why your thumbnails don’t look right. I’m going to copy others who can help you better than I can:

@Abby S
@Kelsey Gaag

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Ambar D

Lucid community team

Hi @peter1968, I believe you have identified a bug and your trouble with Google docs appears to be related to the thread below. This has been reported to our development team and I’ve added your comments to the report. I apologize for any disruption this may cause, and I will update this thread with any new information about a fix.

In the meantime, would you mind trying the following steps to see if this helps?

Remove your inserted Lucidchart document from Google docs/slides
Re-insert your Lucidchart document
Refresh your browser. After a browser refresh, does your Lucid document appear as intended within Google Docs?

Additionally, does clicking ‘Update images’ as shown below help?

Please let me know if you believe your issue is unrelated to the above, and we would be happy to further investigate this for you.

Regarding your trouble with thumbnails within Lucidchart, would you mind sending back a Technical Support PIN for your account? This will allow me to take a closer look at the issue you’re experiencing. Please navigate to your Account Settings to generate this PIN. For more information on generating a Support PIN, check out this Help Center article.

Thank you so much @aparrish for flagging this for our team to take a closer look at!

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P

peter1968Author

Hi @Ambar D,

thank you for your response. Unfortunately, none of the two methods above helped me.

I tried to make a Support PIN, but couldn’t find the place on the website. I tried to follow the instructions (there is a Settings menu at my profile, not Account Settings), but I couldn’t find the Overview item and the Manage Technical Support PIN option as well.

Please let me know how I can go forward with this.
Peter

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Ambar DAnswer

Lucid community team

Hi @peter1968, I apologize for my delayed response here. I have good news regarding the bug with Google Docs! Our development team was able to resolve the issue that you experienced. If you continue to experience problems, please let me know right away. Thank you for your help and patience!

Regarding your trouble with thumbnails within Lucidchart, I first recommend the following:

Could you try opening your document in a private or incognito window to help us narrow down the potential cause? For help with opening an incognito window, please see this community post.
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.

If the steps above do not resolve your issue, can you also send back the following so I can take a closer look?

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 Technical Support PIN for your account (below are more detailed instructions for that with screenshots but please let me know if you need additional help in generating this PIN)

From your Lucid account, select your profile image or initials in the upper-right corner.
Select Account Settings from the dropdown.

Scroll down to reveal the ‘Support Tickets’ section as shown below and select Manage Technical Support PIN.

In the pop-up window, select Generate. To the right of the PIN, click Copy.

Thank you once again for your help and patience as I continue to investigate this further. Please let me know if you have any additional questions or concerns!

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