Error when exporting a Lucid document to a PNG 300PPI

Hi @atjpatatatj, thank you 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 Lucid Help Center.
There are a few specific things worth noting when working with exporting your document:

• Try the 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 the error message persists, can you send a screenshot of the issue and a support pin? 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.

Hey @knield  thanks for the reply,

• Incognito didn’t help
• I’ll try a different network on the coming Friday
• what do you mean with master page? I’m trying to export one tab of a lucid chart document

Hi @atjpatatatj, 

Thank you for trying those steps! You can create a Master Page by right-clicking on the page tab, and select Convert to Master. This makes that page a master page.  If it is already a master page, the option Convert to Page will be available instead.

Could you send a screenshot of the issue and a support pin? 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.

@knield Thanks, converting to a page didn’t help it either. 
The support pin is: gsPRAxIa482M

And this is the error when exporting a page to png with 300 ppi 

(translation: an error has occurred. Downloading failed)

Hi @atjpatatatj, 

Thank you for sending this information! To further address this issue, we’ve turned your post into a support ticket. 

Good morning @Kelsey Gaag 

May I ask for an update regarding the support ticket you mentioned, since I got the same error today.

Export to png and jpeg with 160ppi works ok. Export with 300ppi fails in Chrome. 

STill not Working guys i can’t export to PNG with 300 ppi ????????????????????????????????????

i tried all solution that you’ve said like use Chrome etc , but still

Hi ​@saadER, 

Thanks for posting in the Lucid Community! To start, can you confirm that you have tried the steps outlined in Troubleshooting: Export or print a document help center article. If you are still getting an error after trying these steps, please provide the following: 

• A screenshot of any error messages 
• A temporary support PIN for this document. For more information on generating a Support PIN, check out this Help Center article.

Thank you for your help and patience! 

What is the solution to this please. I am able to export to svg, jpg etc but not to png. I would like to know the solution provided to the people above who have had the same issue thanks

Hi ​@SGORMAN3, 

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!