Error accessing Lucidchart in Confluence

Hello,

When we try to use Lucidchart in Confluence, we encounter the following issue:

It continues loading indefinitely.
Sometimes, it eventually shows this error message:

I have already uninstalled and reinstalled the plugin multiple times, cleared the browser cache, used Incognito mode, and tried different browsers (Chrome and Edge), but we still experience the same issue.

Please advise.

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Hi @eCS Admin ,

Thanks for contacting Lucid Support!

To start off, please note that you will need a user who is both a Lucid admin and Confluence admin to configure the integration.

If that's the case and the issue persists, would you mind sending me the following details so I can look into the issue?

What type of Confluence are you using (Cloud vs. Server vs Data Center)? If Server or Data Center, what version?
What version of the Lucidchart plug-in are you using?
Can you provide your base URL? We need to make sure that there is a match between your base URL within Confluence and the URL our software is looking for.
Can you send me a screenshot of the Javascript console when the issue 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).

Thank you for your help and patience!

Hi,

I’m an admin for Confluence and LucidChart.

We're using confluence cloud: 1000.0.0-55a7ee2bab70

Confluence Plugin version: 2.0.35-AC

Javascript console is attached here.

Hi @eCS Admin ,

Thanks for sharing the details and console logs. Based on what we’re seeing, here’s the recommended fix:

Uninstall the Lucidchart Diagrams plugin from Confluence.
Instead of reinstalling directly from the Atlassian Marketplace, sign into Lucid and go to our Lucid Marketplace. From there, connect Confluence Cloud under Integrations.
Once reconnected, test embedding a Lucidchart diagram in Confluence again.

This process ensures Confluence is properly authorized and should resolve the issue. Please give that a try and let me know if the problem persists.

Hi Ikalu,

I have tried this but I get the same result.

I even disconnected/unlinked for a few days and tried this morning.

Hi @eCS Admin ,

This looks like an authorization issue between Confluence and Lucid rather than anything on your end. To help us check, could you share the base URL of your Confluence site (for example, something like https://company.atlassian.net)?

In the meantime, here are the steps I recommend:

In Lucid, go to the Integrations page and remove Confluence entirely.
In Atlassian, uninstall the Lucidchart plugin.
Wait 10–15 minutes to clear cached tokens.
Reinstall the plugin via the Lucid Marketplace page and reconnect Confluence.
Test embedding a Lucidchart diagram again.

This refresh usually clears out the old connection and gets the integration working again. If the problem continues, I’ll escalate internally with the details you’ve provided.

Hi Ikalu,

It’s https://eclinicalsol.atlassian.net/.

I also tried the instructions you provided and waited a couple of hours, but I’m still experiencing the same issue.

Hello,

As there be any movement on this. I am having the same issue.

Also, when I try to uninstall the app from Confluence there is no uninstall option.

Thanks,

Bill

Not sure why this was marked as “Solved” since it’s not.

Hi @eCS Admin, thank you for following up in this thread! Our team will be happy to assist you further.

It seems like there is indeed a mismatch between the base URL our software is looking for and the URL you have provided in this thread. I have converted your message into a private Support ticket in order for this to be looked into further as your case might require sharing private information.

@BillAltman thank you for chiming in, I am sorry to hear you are experiencing a similar issue! Could you please confirm that an Admin on both Lucid and Atlassian sides have attempted to install this integration?

Thanks so much for your help and patience!

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