Lucidchart images are missing in an org chart

​@RyanJW Are you trying to export to PNG or Google Docs?

Can you try the following items first? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.

• Exporting your document again from Lucid and importing into Google docs 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.
• Connecting to a different network or disconnecting from your VPN (if applicable) .

If those don’t resolve the problem, can you please send the following information?

• A description of the download settings (file type being exported from Lucid, document pages, cropping, quality, etc.) that you selected for the download.
• A screenshot of the associated Javascript Console output. 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).

Please note that images uploaded to our org charts via URL must be from a public location or they won't display properly. One way to test whether your URLs are public is to paste them into a private or incognito browsing window to see if you can view them. For more information, check out the Org Chart Help Center article.

Hi. The incognito window did not help. I’m also not exporting from Lucid. I’m inporting jpeg images of contacts for our org chart. They stay for a few days then disappear. 

Hi ​@RyanJW, thanks for posting in the Lucid Community! Thank you ​@aparrish for some great first suggestions here.

​@RyanJW To confirm, are you dragging and dropping your images from your computer onto your org chart? Or are you uploading the images as shown below with the ‘upload photos’ button after saving them to your computer? 

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.

In the meantime, if you’ve tried the above troubleshooting options that ​@aparrish recommended and your images are still not showing up properly, you can try uploading the images by either importing photos in a dataset, or adding a public image URL. Instructions for both methods can be found here.

Thanks in advance for your help and patience!