Export/download from Lucid not working for large documents

Hi ​@mzengin, 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 Help Center. There is no limited size of the document when it comes to export, although it might indeed take slightly longer to export a document of significant size.

I was not able to reproduce the issue you are experiencing when testing with a large document. Here are some specific things to check when 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 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 temporary Document Support PIN for this document. 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  Help Center article . 
• 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!

Hi, thank you for your response and for the detailed troubleshooting steps.

I followed the instructions you suggested carefully.

• I opened Chrome in an Incognito window (no extensions enabled).

• I retried exporting the same document that I was previously able to download without any issues.

• Unfortunately, I am still experiencing the exact same behavior: the message appears stating that the file may take some time to generate, but the download never actually starts, even after waiting for an extended period.

I would like to emphasize that this is not a new document.
This exact document (and other documents of similar or larger size) was exporting successfully before.
However, for the last few weeks, I have not been able to export it at all. This issue is now fully consistent.

To help illustrate the problem, I have also attached a screenshot of the export/download screen, showing the message displayed while the file remains stuck in the generation phase.

This leads me to believe the issue may be related to a recent change in export processing rather than document size, browser configuration, or network setup.

As requested, I am ready to provide:

• The exact export settings I am using (file type, pages, quality, etc.)

• A temporary Document Support PIN

• A screenshot of the JavaScript Console output during the failed export

Please let me know which of these you would like me to share first, or if there is anything else I can check on my side.

Thank you for your continued support and assistance.

Users in my org are all experiencing this exact same issue, regardless of the size of the drawing, number of objects, format of export - ALL exports fail with the timeout message (they used to work great)

Thank you for your response ​@mzengin and thank you ​@Sam_Dibart for chiming in. I am sorry for the inconvenience here. 

In this case, could you please both provide the following information in one go?:

• A description of the download settings (file type, document pages, cropping, quality, etc.) that you selected for the download.
• A temporary Document Support PIN for this document. 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  Help Center article . 
• 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).

Once again, I appreciate your help and patience!

Hello,

Thank you for getting back to us.

Below are the details you requested, provided together:

Download settings used:

• File format: JPEG

• Document Page(s): MAX

• Crop: Crop to content

• Quality: Screen quality (160 PPI)

• Include Page Fill: Disabled

Support PIN:
duCPqpTGBsyJ6l4h647GP1CtDBPpupKLFA190633094

Additionally, I have attached a screenshot of the JavaScript Console output for your reference.

I would also like to note that this issue is not document-specific. Regardless of which document we try to download, we encounter the same problem consistently.

Please let us know if you need any additional information.

Thank you for your support.

​@mzengin thank you so much for providing this information! 

In order to investigate this issue further, could you please confirm the following?:

• Does the issue occur to all users who are part of your account?
• Does the issue occur when downloading other formats (JPG, PDF)
• Does the issue occur when selecting other download settings? 

I appreciate your continued collaboration while we investigate this behaviour!

​@mzengin ​@Sam_Dibart Just following up here with some additional troubleshooting steps that I believe could be helpful. 

 As you mentioned using Chrome, could you please first try updating the site settings for Lucid?

  1. When on your document, click the View Site Information tool

  2. Go to Site Settings > Scroll all the way down to Local Network Access and choose Allow

  3. Refresh the tab

  4. Reattempt export

Could you please let me know how that goes? Thank you!

Hello,

Thank you for the additional troubleshooting steps.

To clearly confirm the current situation:

• This issue affects all users on our account without exception.

• The problem occurs across all export formats we have tested (JPG, PDF, etc.). In every case, the same warning appears and the download never starts.

• We followed your recommendation and set Local Network Access to Allow in Chrome, refreshed the page, and retried the export. Unfortunately, this did not resolve the issue.

At this point, the behavior appears to be systematic rather than configuration-specific on our side. Please advise on the next steps or let us know if further diagnostics are required from us.

Looking forward to your guidance.

Hello Zuzia,

I just wanted to follow up on the issue below, as we haven’t received a response yet.

This problem is still ongoing and continues to block our ability to export documents. Since it affects all users on our account and all export formats, we would really appreciate an update on the investigation or the next steps from your side.

Please let us know if you need any additional information from us to move this forward.

Thank you in advance for your support.
Looking forward to your response.

Hi ​@mzengin, thank you for providing this additional information and for trying those troubleshooting steps provided by ​@Zuzia S. I apologize for the delay here, I’m stepping in for Zuzia while she’s out of office, but I’m happy to help and keep digging in here!

To confirm, under your Site Settings, under Local network access it should now say ‘Allow’ as shown below.

If this is the case and you’ve reloaded the page, and the exports are still failing, I’d like to have a closer look at more documents on your account. I’ve taken a look at the document you provided Zuzia earlier and have been unable to reproduce the issue with that specific document.

Since you’ve mentioned that this is not document or export format specific, and is affecting all users in your account, I am reporting this to our development team.

To help us take a closer look, can you please provide an account-wide document support PIN for your account? This PIN is safe to post in this thread because it is only accessible by members of the Lucid support staff. Please navigate to the Security page from the admin panel to generate this PIN. For more information on generating this Support PIN, check out this Help Center article.

Thank you for your help and patience as we continue to investigate this.

Hello Ambar,

We were able to identify the root cause of the issue.

The problem was not related to Lucid itself. It turned out that a security software installed on our company computers called Harmony was blocking the download/export process. Once Harmony was removed, the issue was immediately resolved and downloads started working normally again.

Sharing this here in case it helps anyone else experiencing similar export issues.

Thanks to everyone who helped during the troubleshooting process.