Solved

Issues when uploading Org Chart image

Forum|Forum|14 days ago
April 22, 2026
6 replies
35 views

jestes09

When trying to upload images into an Org Chart, nothing seems to happen. I select the shape, select upload image and select the image. LucidChart spins for a second and then nothing happens. This used to work as I have an image on the chart but for some reason its not accepting images anymore. I have looked at other posts and have tried the troubleshooting steps below:

Cleared out my cache
Tried a different browser
Made sure the images were .jpg
Made sure the image sizes were small (all under 300kb)
Used incognito mode
Signed out and back into LucidChart

Nothing seems to be working when trying to upload the images.

Best answer by Leianne C

Hi @jestes09, thank you for posting in the community. If you haven’t already, could you please try this in a new blank document to help rule out document specific issues? You will need to create a new Org Chart in this document to troubleshoot.

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

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! Please let me know if you have any questions.

+15

Leianne C
Lucid support team
Answer
Forum|Forum|13 days ago
April 23, 2026

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! Please let me know if you have any questions.

jestes09
Author
Forum|Forum|13 days ago
April 23, 2026

I opened a new org chart and uploaded a photo without issue. Is there anyway I can save the org chart that I have built so far? It is a pretty large one and I would hate to start over. I did take screenshots of the console logs.

+15

Leianne C
Lucid support team
Forum|Forum|12 days ago
April 24, 2026

Hi @jestes09, thank you for giving that a try and sharing the JS console screenshots. I’m glad to hear it works in the new org chart.

Could you share a temporary Document Support PIN for this document? 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.

If you have any questions, please let me know!

jestes09
Author
Forum|Forum|9 days ago
April 27, 2026

@Leianne C yes here is the support pin. dup74CJI6HyQUtzXLJZXbdIuXU5Tom7Ydg500405220

jestes09
Author
Forum|Forum|8 days ago
April 28, 2026

Hello, we are now also having issues with our SAML authentication. Below is the error message we receive when trying to log in.

+15

Leianne C
Lucid support team
Forum|Forum|7 days ago
April 29, 2026

Hi @jestes09, thank you for sharing the PIN and I’m sorry to hear you are experiencing issues with SAML login. I’m converting this to a private support ticket so the right team can take a closer look. You will receive an email with further communication.

Thanks for your help and patience! If you don’t receive an email please feel free to reach out in the thread below.

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