Hi @Sally,
Thank you for posting in the Lucid Community!
Could you please try the following steps below to narrow down the cause of your diagram displaying incorrectly?
- Try opening your Word 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.
- Try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues.
- Uninstall and reinstall the Lucid add-in.
- Note: if the add-in has been deployed by your admin you will not be able to uninstall it.
If you have tried the above troubleshooting steps and are still experiencing issues, can you export the Lucid document as an image and insert the downloaded image into your Word document?
Thanks in advance for your help and patience!