Hi Keval

Thanks for posting in the Community!

As a first step I would recommend following these  troubleshooting instructions:

• Try to open the link in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.


• Sometimes issues like this can be related to internet connection speed or network security. Please to open the link again on another network ensuring that you are on a strong stable connection.


• Try duplicating the document in Lucidchart and try embedding the link from the duplicate.
  

If these steps don't resolve the issue please let me know.

Hi Leah

I have tried using a different network and duplicating the document but I am still having the same problem. Using incognito mode isn't a viable solution for us as these Lucid files need to be readily available for a large number of users. I am also in contact with our IT team as it may be an issue on our side.

Thanks

Keval

Hi Keval

Testing in an incognito window helps us know if the cache and cookies on your browser are interfering with the performance of the software.  It is a way for us to determine what may be causing the error you are seeing. Could you try testing the feature in an incognito window? If it works in an incognito window the issue could be caused by interference with some cache and cookies in your browser. If that is the case I would recommend clearing your browser's cache and cookies.

If you have tried those solutions and the issue still persists could you please submit a support ticket here? 

After you submit a ticket we will contact you via email to assist in resolving your issue.

Hi Leah

We have found an alternative method that means the links can be opened fine.

Thanks for the help!

Hi Keval,

please tell me what alternative method you used since we have the same problem here.

Thanks!

Best regards

aserbes66

Hey @aserbes66 -- thanks for posting on this thread! @Keval K would you mind to help out @aserbes66 and give a bit more insight into how your team solved this issue?

Hi @Phillip W ,

@aserbes66 sent me a private message and I’ve responded there.

Thanks

Hello - Can you PM me your findings?  I am running into this similar issue.

Hi @dachtera just sent you a message

I am encountering the same issue when trying to embed a published link in a confluence page.

It seems that lucidchart checks browser compatibility even on published links for png-views of a chart. That seems unnecessary. I'd suggest you exempt such links from the browser compatibility check.

For example, this link opens fine in a modern browser: https://lucid.app/publicSegments/view/371a45f4-ea2f-40d1-86cb-723cf0cce94f/image.png

But when you set the user agent to e.g. "Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; AS; rv:11.0) like Gecko”, it returns an html page stating that the browser isn't supported:

Apparently, some software like confluence (and apparently word/excel, judging from the original post) use such old UA strings. Hence my suggestion to exempt published image or pdf links from the browser compatibility check. These links don't require a modern browser.

Hi @Thomas Milde, 

Thank you for your reply! I believe the best way to get your documents into Confluence is to use our Confluence integration. This will allow you to add Lucid boards to your Confluence pages. However, this feature is only available to Team and Enterprise accounts and an admin will need to install the integration for the account. For more instructions on how to add a confluence page or add this integration, check out this Help Center article.