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bradnoblitt
July 24, 2026
Solved

Importing PDF Thumbnails Fails in Lucidspark

  • July 24, 2026
  • 3 replies
  • 276 views

I work in Lucid Chart quite a bit and I need to bring pdf docs into my projects. I found if I drag the pdf into Lucid Chart I get a pdf icon. I then switch to Lucid Spark and click on the file and then click import thumbnails from the pop up task bar. The file then imports fine. I delete the pdf icon from where I extracted the file and begin working with the pdf.  I can repeat the process for several pdf’s and then it fails to import any more. I have close the application and restart it and it continues to fail. If I reboot the computer it sometimes starts working. I am on a Mac and I am using Safari. I have also tried using the app in Chrome with the same result.  Any thoughts?

Best answer by alison cheney

Hi ​@bradnoblitt,

Thank you for posting here in the Lucid Community and for sharing all those details! They are really helpful in understanding what's going on. 

The workflow you're describing (dragging a PDF into Lucidchart, then importing thumbnails in Lucidspark) is a great way to work with PDFs across both tools! The fact that it works for a few PDFs and then stops, and that a full reboot sometimes fixes it, points to something that may be building up in the browser session or cached memory over time. Does it fail after a certain number of PDFs, or after a set amount of time? That information would be super helpful!

Would you mind attempting the steps below if you haven’t already, so we can figure out the root cause of this issue:

  • Could you try opening your document in a private or incognito window to help us narrow down the potential cause? For help with opening an incognito window, please see this community post.

  • Could you try clearing your browser cache and cookies?

If those don’t resolve the problem, can you please send the following information so I can take a closer look?

  • A screenshot of the issue.
  • 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).

Thanks in advance for your help and patience!

Comments

alison cheney
alison cheneyAnswer
Lucid community team
July 27, 2026

Hi ​@bradnoblitt,

Thank you for posting here in the Lucid Community and for sharing all those details! They are really helpful in understanding what's going on. 

The workflow you're describing (dragging a PDF into Lucidchart, then importing thumbnails in Lucidspark) is a great way to work with PDFs across both tools! The fact that it works for a few PDFs and then stops, and that a full reboot sometimes fixes it, points to something that may be building up in the browser session or cached memory over time. Does it fail after a certain number of PDFs, or after a set amount of time? That information would be super helpful!

Would you mind attempting the steps below if you haven’t already, so we can figure out the root cause of this issue:

  • Could you try opening your document in a private or incognito window to help us narrow down the potential cause? For help with opening an incognito window, please see this community post.

  • Could you try clearing your browser cache and cookies?

If those don’t resolve the problem, can you please send the following information so I can take a closer look?

  • A screenshot of the issue.
  • 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).

Thanks in advance for your help and patience!

G
George Drake
August 4, 2026

I have been having the same problem for some time. The process is very intermittent; works well for some documents and then takes infinite time or fails for others. Please fix this!

alison cheney
alison cheney
Lucid community team
August 4, 2026

Hi ​@George Drake,

Thank you for your response in this thread and I completely understand how frustrating this can be. 

Can you please send the following information so I can take a closer look?

  • A screenshot of the issue.
  • 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 Document Support PIN for the main documents that are failing. 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.

Thanks in advance for your help and patience!

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