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Lucidchart shows solid black on browser, win 11

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The screen for all of my charts started appearing black. I can still select new shapes and see the rest of the UI but the whiteboard is blank and black.

document/account performance

Leianne CAnswer

Lucid support team

Hi @twfmvm, thank you for posting in the community!

As a first step, could please you try opening your document in a private or incognito window to help us narrow down the potential cause? Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility. For help with opening an incognito window, please see this community post.

If those don’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 us know if you have any questions!

Leianne CAnswer

Lucid support team

Hi @twfmvm, thank you for posting in the community!

As a first step, could please you try opening your document in a private or incognito window to help us narrow down the potential cause? Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility. For help with opening an incognito window, please see this community post.

If those don’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 us know if you have any questions!

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J

JJara

Hola, tengo el mismo problema, es Win10 no se si falta actualizar algo, estoy al día con los pagos.

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Leianne C

Lucid support team

Hola @JJara ,

¿Podría intentar abrir su documento en una ventana privada o de incógnito para ayudarnos a reducir las posibles causas? ¿Podría también intentar conectarse a una red diferente o desconectarse de su VPN (si procede)? A veces los problemas de rendimiento de la cuenta pueden estar relacionados con la seguridad/velocidad de Internet o con problemas del navegador. Estos pasos nos ayudarán a eliminar esa posibilidad. Para obtener ayuda sobre cómo abrir una ventana de incógnito, consulta este post de la comunidad (en inglés).

Si eso no resuelve el problema, ¿podría enviar la siguiente información para que pueda echar un vistazo más de cerca?

Una captura de pantalla del problema.
Una captura de pantalla de la salida de la consola de Javascript asociada después de reproducir el problema. Puede abrir su consola de Javascript pulsando Ctrl+Mayús+J (si tu ordenador es un Windows/Linux) O Cmd+Opt+J (si tu ordenador es un Mac).

¡Gracias de antemano por su ayuda y paciencia!

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