Solved

Export grayed out even on paid account

Forum|Forum|1 year ago
September 2, 2024
12 replies
801 views

I have an individual plan, and have been using LucidChart just fine. Today I was trying to export a document to PDF and suddenly the whole export function is grayed out for me; in fact, the only available options from the File tab for me are Save, Convert to template, Remove from starred, Show revision history, and Settings. What’s going on? Anybody have an idea?

Best answer by Zuzia S

Hi @eolica,

Thanks for your post! Could you please try the following in order for us to narrow down the issue?:

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, could you please send the following information?:

A screenshot of any error messages or pop-ups that appear when you attempt to export.
A screenshot of the associated Javascript Console output after reproducing the issue. 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).
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.

Cheers!

Show previous replies

A

adore

Nope nothing, I did notice when I went to my Lucid home it said I was offline/not connected to the internet which is false. I tried restarting my computer, incognito, and it just kept saying I was offline so I assume it had something to do with that. Everything else “connected to the internet” works fine.

alison cheney

Lucid community team

Hi @adore,

Thank you for responding in this thread, and thank you @Gordon for jumping in here!

It looks like you have tried a few troubleshooting steps. Could you please try exporting again on another network to help us narrow down the cause?

If this does not solve the issue, could you please provide the following information?

A screenshot of the associated Javascript Console output after reproducing the issue. 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).
A temporary Support PIN for this document. For more information on generating a Support PIN, check out this Help Center article. You can safely share it in this thread as this is for internal use only.

Thanks in advance for your help and patience!

Create an account in the community

Log in to the community