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Lucidchart shows sync error "We couldn't sync your data. Click to try again"

  • March 30, 2026
  • 5 replies
  • 25 views
M
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Hi Community,

In Lucidchart, it is possible to edit data directly via the right‑hand context menu under Data, which then writes the changes back to the connected Excel file.
For me, this works fine (I am the owner of both the Excel file and the Lucidchart document).

However, when we tested this with a colleague, it did not work for her. As soon as she tried to edit data, all shapes showed the following error message:

“We couldn’t sync your data. Click to try again.”

 


Clicking the message does not resolve the issue, and the data does not sync to Excel at all. The error message appears on each individual shape and only disappears after all connected data is removed and re-linked again.

Are there permission, ownership, or sharing restrictions that prevent collaborators from updating Excel data via Lucidchart? Or is this a known limitation?

Thanks a lot for any insights!

Best answer by Leianne C

Hi ​@Melanie, thank you for posting in the community! 

Could you try this 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. 

Comments

Leianne C
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  • Leianne C
  • Lucid support team
  • Answer
  • April 1, 2026

Hi ​@Melanie, thank you for posting in the community! 

Could you try this 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. 

M
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  • Melanie
  • Author
  • April 2, 2026

Hi ​@Leianne C 

thank you very much for your response. I tried using an incognito tab as well as switching the VPN, but unfortunately neither worked.

Therefore, I’m attaching a screenshot of the JavaScript console here.
 


Thanks a lot for your support.

Leianne C
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  • Leianne C
  • Lucid support team
  • April 10, 2026

Hi ​@Melanie, thank you for sharing the screenshot. Just to confirm, does the user also have edit permissions to the Excel data linked in the document? If possible, could you please ask them to try importing an Excel dataset in a new blank document and see if updates can be made there? 

If the issue persists, could you please 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 Help Center article.

Thanks for your help and patience. Please let us know if you have any questions! 

M
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  • Melanie
  • Author
  • April 15, 2026

Hi ​@Leianne C 

yes, all users have edit rights both in the Excel file and on the Lucid board. I tested this together with a colleague. She created her own Excel file, linked it to a Lucid board, and shared it with me with edit permissions. After that, she closed both documents. I then added a value in the Excel file, but it did not sync to Lucid.

When I manually added a value to the same field via the data panel on the right side in Lucidchart, I was able to reproduce the issue again. The error message “We couldn’t sync your data” appeared once more.

I’ll post the document PIN here as well: duOcYHUfYHtXXzyaMI1s86UGP1eCGUl0Q0166429077
Thanks a lot for looking into this.

Leianne C
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  • Leianne C
  • Lucid support team
  • April 23, 2026

Hi ​@Melanie, thank you for the update and giving that step a try. I would love to take a closer look at the issues you’re experiencing with your linked data. 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.

If you don’t receive an email please feel free to reach out in the thread below.

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