For a couple of weeks, I have a lot of difficulties to Paste screenshots I do to LucidSpark. I can paste, then the image disappear and I receive a message as my image is too big. “Image Failed to Upload in time. Please Check your network connection, or try again with a smaller image”.What are the source of issue possible? We changed firewall, what parameters / IP / auth I must give to my IT team ? Is there anything about amount of image I upload on the past ? Is a bug on Edge ? Should I try on another browser ? Linked to cookies ? Is it linked to my screen resolution ? What does mean “smaller image” ?Sometimes it works, sometimes it don’t, it is very inconsistent...Thanks in advance for ideas to solve this, César

Can't paste screenshots from my computer into Lucidspark

For a couple of weeks, I have a lot of difficulties to Paste screenshots I do to LucidSpark.

I can paste, then the image disappear and I receive a message as my image is too big. “Image Failed to Upload in time. Please Check your network connection, or try again with a smaller image”.
What are the source of issue possible?

We changed firewall, what parameters / IP / auth I must give to my IT team ?
Is there anything about amount of image I upload on the past ?
Is a bug on Edge ? Should I try on another browser ? Linked to cookies ?
Is it linked to my screen resolution ? What does mean “smaller image” ?

Sometimes it works, sometimes it don’t, it is very inconsistent...
Thanks in advance for ideas to solve this, César

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Just test on Chrome, I can’t even upload the image, I found the limit of size here, I am far from the problem described.
https://help.lucid.co/hc/fr/articles/18313461696788-D%C3%A9pannage-images

Hi @blanquette, thank you for posting in the Lucid Community! I’m sorry that you’re having trouble here! I sincerely apologize for the late reply here, but I’m happy to help.

Could you try the following steps to help us narrow down the potential cause? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.

Opening your document in a private or incognito window. For help with opening an incognito window, please see this community post.
Connecting to a different network or disconnecting from your VPN (if applicable)

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

A screenshot or screen recording 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).

Thanks in advance for your help and patience!

hey @Ambar D, this was the change of VPN from my company that blocked the image part.
We whitelisted some URLs from Lucid to make it work, problem solved.

Happy to hear that this was resolved for you @blanquette! Thank you for confirming the solution in this thread for any other users who may come across this post.

This community is dedicated to supporting your work in Lucidchart, Lucidspark, and Lucidscale. If any other product questions arise, don’t hesitate to create a new topic and we’d be happy to help!

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