Solved

Lucid document freezes after adding textboxes

Forum|Forum|3 months ago
October 19, 2025
4 replies
36 views

+1

GHBC

I created an ERD and wanted to create a title by adding larger, bold text box.

After clicking out of the text box, my document froze, preventing further editing.

Each time I try re-entering the document or copying the document, I am unable to navigate to my previous ERD (the document remains frozen after attempting to scroll through

Best answer by Leianne C

Hi @GHBC, thank you for giving those steps a try and confirming that Safari is working for you. This suggests that the issue is likely browser related. If you haven’t already, could you please confirm if you have any browser extensions/ plugins in Chrome configured to run in Incognito mode? An easy way to check this in Chrome is to try opening the document in Guest Mode (rather than Incognito mode), as extensions are automatically disabled in Guest Mode. Please let me know if you see any improvements.

If that don’t help resolve the problem, can you please share 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 and please let us know if you have any questions!

+15

aparrish
Lucid Legend Level 7
Forum|Forum|3 months ago
October 19, 2025

@GHBC try clearing your cache and cookies. If that doesn’t work, I would recommend disabling your extensions one by one until you determine which extension is causing the issue. If that doesn’t work, submit a ticket to our Product Support team.

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+15

Leianne C
Lucid support team
Forum|Forum|3 months ago
October 21, 2025

Hi @GHBC, thank you for posting in the community! To add onto the troubleshooting steps @aparrish shared, I also recommend trying to open your document in a private or incognito window as well as the other steps outlined in this Basic Troubleshooting article. Please let us know if the issue persists and I’d be happy to help take a closer look!

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+1

GHBC
Author
Forum|Forum|3 months ago
October 22, 2025

Hi @aparrish @Leianne C, unfortunately none of these troubleshooting options worked on Chrome. When I switched to Safari web browser, my document loads properly. I’m still interested in getting Lucidcharts documents to load correctly on Chrome, but I can access the document through another channel for now.

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+15

Leianne C
Lucid support team
Answer
Forum|Forum|3 months ago
October 27, 2025

Hi @GHBC, thank you for giving those steps a try and confirming that Safari is working for you. This suggests that the issue is likely browser related. If you haven’t already, could you please confirm if you have any browser extensions/ plugins in Chrome configured to run in Incognito mode? An easy way to check this in Chrome is to try opening the document in Guest Mode (rather than Incognito mode), as extensions are automatically disabled in Guest Mode. Please let me know if you see any improvements.

If that don’t help resolve the problem, can you please share 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 and please let us know if you have any questions!

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