Hi ​@send2dj ,

Thanks for contacting Lucid Support!

Just to make sure that we are on the same page, please review our Export Your Lucid Documents article from the Lucid Help Center. Additionally, please see our Troubleshooting: Export article from the Lucid Help Center for steps to resolve any issues you may be having. Let me know if you have any questions about how downloading/exporting your document should work.

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.
• If you are using Lucidchart, 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 your export is timing out or your content is the wrong size in the downloaded version, adjusting the content scale can help. To adjust the content scale, infinite canvas must be toggled off.

If the issue persists, please send the following information:

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

Thank you for your help and patience.

THANKS FOR THE SUGGESTIONS, BUT I AM STILL BLOCKED.  SEE MY RESPONSES IN-LINE BELOW

• Try the export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.

NOT APPLICABLE TO MY ENT SETTINGS

• 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.

I AM ON A CORPORATE WAN, SO SPEED/SECURITY IS NOT AN ISSUE

• If you are using Lucidchart, 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."

N/A

• If your export is timing out or your content is the wrong size in the downloaded version, adjusting the content scale can help. To adjust the content scale, infinite canvas must be toggled off.

TRIED REMOVING INFINITE CANVAS - STILL GETTING THE SAME ERROR :-/

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

FILE TYPE: I TRIED THE FOLLOWING (NONE WORKED)

1. PNG WITH TRANSPARENT BACKGROUND

2. PNG

3. SVG

 document pages: SINGLE PAGE

cropping: CROP TO CONTENT

quality: SCREEN QUALITY

A screenshot of the associated Javascript Console output; SEE ATTACHED

Hi ​@send2dj ,

Thanks for sharing those details and the console output, that’s very helpful. To narrow this down further, can you let me know if the issue happens with just this one document, or if you’re seeing it across multiple documents (and accounts, if applicable)?

If it’s only affecting one document, please try duplicating it (File > Duplicate) and attempt the export again from the copy. This can sometimes clear up file-specific issues.

Additionally, can you please send 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.

Once I have that information, I’ll be able to investigate more deeply.