Hi @Jeff Lagerweij 

Could you please attempt to download the same two Org Charts that previously worked well, in order to determine if the issue is specific to a particular document or a broader problem?

Can you try Disable WebGL, Go to View > Use WebGL and unselect this option. This can sometimes resolve rendering issues.

Also refer this help article and one of the similar issue posted in the community.

Troubleshooting: Export or print a document – Lucid

An Error occourd not able to download | Community (lucid.co)

Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards

Hi @Humas1985 

Thank you for you support.

I checked the other 2 charts and I can still download them. I have 3 others that get an error with if I try to download. 

I followed the step to Disable WebGL. The outcome is still the same, receiving the error. 

The troubleshooting page did not share a solution or approach if you receive an error. 

The error page from the community asked to share printscreen of the message and java script. See below:

Thank you so much for your support!

Hi @Jeff Lagerweij 

Thank you for your input. I'll explore this further behind the scenes to identify additional effective approaches to resolve this issue.

Best Regards

Hi @Jeff Lagerweij, 

Thanks for your post and sorry to hear that you are encountering this issue!

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.
 

Let us know if this helps, cheers!

Hi @Zuzia S 

Thank you for reaching out. 

Opened the documents as well in incognito - as that was one of the solutions on the community, but made no difference. I am not on the VPN as that could block as well a download. Regarding to a different network - I dont have a different network - but I could ask my team member Nicolle to try to download one of the document to see what her result will be. 

I keep you posted on that outcome .

Hi @Zuzia S,

My team member Nicolle tried as well to download those 3 charts, but unfortunately as well the same error that I have. So we have these errors from the office and from the home office.

Hope you can support :-) 

Hi @Jeff Lagerweij, 

Thanks for following up and for providing that extra information! In this case, 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.

It is for internal use only and doesn't grant public access to your document, so you can safely share it directly in the thread. Cheers!

Hello, I’m experiencing these same issue with no resolution after trying the previous steps. Was there ever a resolution found?

Hi @MDesBiens , 

Thanks for posting in the Lucid Community!

Just to make sure that we are on the same page, please review our Export Your Lucidchart Documents article from the Lucidchart Help Center. Let me know if you have any questions about how downloading/exporting your document should work.

 Once you have reviewed this article, here are some specific things to check when exporting your document:

•  Can you confirm you tried to export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.

• 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.

• Is the page that you are trying to export a Master Page? If so, it will be omitted from the downloaded version of your document and you will need to convert it into a page before exporting. To do this, left-click on your Master Page tab and select "Convert to Page".

If none of these tips help, would you mind sending me the following details so I can take a closer look at the issue? 

• A description of the download settings (file type, document pages, cropping, quality, etc.) that you selected for the download.

• A screenshot of any error messages or pop-ups that appear when you attempt to export.

• If the document will export but does not look as you expected, please send me the downloaded file and a description of what about it is incorrect, or a screenshot of the issue in the exported document.

• A screenshot of the associated Javascript Console output. 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).

 Feel free to let me know if you have any further questions. Thanks for your help and patience!

I have tried in incognito mode and across two networks, both with high speeds, and the page is not a master page. I have previously been able to download this file but cannot do so any more. I have been able to download other smaller maps.

Hi @MDesBiens , 

Thanks for your response! Can you please try the following to see if it fixes the issue: 

1. Adjust the content scale: To adjust the content scale in Lucidchart, follow these steps: Select the File menu from the menu bar at the top of the workspace. Click Document Settings. Under the “Canvas and page” section, adjust the percentage using the arrows next to “Content scale”.
2. Decrease document file size: If your document takes up a large amount of storage, it may take a long time to download. In some cases, a document’s size can cause the export to fail. The following steps can help decrease the file size of your document:
   • Decrease the number of high resolution images by deleting them from the canvas.
   • Split your content into multiple documents.
     • If your Lucidchart document has a large number of pages with a lot of content, consider importing those pages into a new Lucidchart document.
3. Copy content to another document: To do this: Select all the content on the canvas by pressing Ctrl-A (PC) or Cmd-A (Mac) on your keyboard. Right-click on the selected content. Click Copy. Open a brand new Lucidchart document. Right-click on the canvas. 

   Select Paste. After you move the content, try exporting from the new document.

   If these don’t resolve the issue, 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.

   It is for internal use only and doesn't grant public access to your document, so you can safely share it directly in the thread.

   Thank you for your help and patience!