Hi

Thanks for posting in the Community!

The first step I would recommend to take is to verify that the file is able to be opened correctly in Visio. If a file is the wrong file type or has some other issue that makes it an invalid file we will not be able to import it. If you are able to open the file in Visio please try re-saving it to both VSDX and VSD file formats then importing those files to Lucidchart.

Switching the file type can sometimes correct issues in the file itself. If these steps do not help resolve your issue please file a support request including the following information:

* The original Visio file (VSD/VSDM/VDX/VSDX file)

* Screenshots of the issue that is happening

That will help us better identify what's going on. Thanks for your help and patience!