Issue with exporting Confluence page to Word when Lucidchart diagram is embedded

Hi Leianne thank you for your answer! How can i confirm my Lucidchart diagrams are embedded using the rich viewer ? Also how can i change that can you direct me? Here is the console logs below;

Hi ​@Kenan.Haciomeroglu, thank you for sharing the JS Console screenshot! To switch between rich and simple viewer, you will need to access the display properties the inserted document by following the steps below:

1. Click Edit at the top of the Confluence page.
2. Select the document. 
3. Click Properties from the options bar that appears below the document to open the display properties modal.
4. Click Save after selecting on/off for Rich Lucidchart Viewer.

I hope this helps! Please let me know if you see any changes after trying this step.

Hi ​@Kenan.Haciomeroglu, thank you for sharing the JS Console screenshot! To switch between rich and simple viewer, you will need to access the display properties the inserted document by following the steps below:

1. Click Edit at the top of the Confluence page.
2. Select the document. 
3. Click Properties from the options bar that appears below the document to open the display properties modal.
4. Click Save after selecting on/off for Rich Lucidchart Viewer.

I hope this helps! Please let me know if you see any changes after trying this step.

Hello again; as you define i select the options like below; but still getting the same issue unfortunately

Hi ​@Kenan.Haciomeroglu, thank you for following up and apologies for the confusion! Would you mind confirming if you tried switching Rich Lucidchart viewer to OFF and try the export after that? Did the same issue still happen after this step? 

Thanks in advance for your help and patience with this! Please let me know if you have any questions in the meantime. 

Unfortunately, even though I switched the Rich Lucidchart viewer option OFF as you mentioned, I’m still getting the same error.

Hi ​@Kenan.Haciomeroglu, thank you for giving that a try! I am investigating this this further and will share an update here as soon as I have more information. Please feel free to let us know if you have any questions!

Hi Leianne, Is there any update on this issue?

Hi ​@Kenan.Haciomeroglu, thank you for following up! Unfortunately I don’t have any updates yet however, would you mind sharing the following information to help us take a closer look at the issue described?

1. What type of Confluence are you using (Cloud vs. Server vs Data Center)? If Server or Data Center, what version?
2. What version of the Lucidchart plug-in are you using?

If you’re unsure of this information, I recommend reaching out to your internal IT or application administrators for more details. 

Thanks in advance for your help. Please let me know if you have any questions!

Hi Leianne here is the informations below;

Lucidchart Plugin: 1.29.9

Confluence (Data Center): 8.5.19

Hi ​@Kenan.Haciomeroglu, thank you for sharing that detail. Since this requires us to take a closer look, I am going to move our conversation over to a private support ticket. Please keep an eye out for an email from Lucid Support. Thanks! 

Hi Leianne, I didn’t receive any email from Lucid. Is it possible to share the ticket ID or link with me?

Hi ​@Kenan.Haciomeroglu, thank you for letting me know. The ticket ID is #6210087. I’ve just sent a follow up as well. Please let me know if you still don’t receive any emails from us!