Solved

Missing items in a Lucidchart diagram

Forum|Forum|1 year ago
June 24, 2025
9 replies
167 views

I am currently using Lucidchart to diagram our data/server environments. I have a single diagram giving me issues. Many of the items on the diagram do not show up. If I double click on some areas, some items reappear and others go missing.

I just found out that if I export the diagram, all of the items are displayed.

Any thoughts or information is greatly appreciated.

Best answer by Michelle S

Hi @Sam N,

Thank you for providing that information and for your continued patience while we get this sorted! Can you please try the following troubleshooting steps?

Update your version of Chrome to the latest version. The latest version of Chrome is 138.0.7204.51 for Windows, macOS, and Android, and 138.0.7204.92 for Linux.
Can you try toggling WebGL off? This can be done by selecting View > Rendering > Use WebGL and un-selecting this option. For help with disabling WebGL, please see this Community post.
There are few cases were extensions can interfere, even in an incognito window, can you try disabling any extensions one by one to see if that fixes the issue?
While incognito clears session-specific cache and cookies, a deep-seated corruption in the site data for Lucidchart in your regular Chrome profile could still be an issue. Clear all cache and cookies for Lucidchart specifically, or for all time. Go to Chrome Settings > Privacy and Security > Clear Browse data. Make sure to select "Cookies and other site data" and "Cached images and files."

If this does not solve the issue, please send a screenshot of the associated Javascript Console output in Google Chrome. 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).

Thank you again for your continued patience!

Sam NAuthor

As an update, if I zoom to 400% the items are all there, but not below. Obviously this makes things extremely difficult. Any assistance is greatly appreciated.

Sam N

M

Michelle S

Lucid & airfocus support team

Hi @Sam N ,

Thanks for posting in the Lucid Community! To help me take a closer look at the issue you are experiencing, can you please send a temporary Support PIN for this document? For more information on generating a Support PIN, check out this Help Center article.

Thank you for your help and patience!

Sam NAuthor

duX0SWfFyTLwnN177683468

Sam N

M

Michelle S

Lucid & airfocus support team

Hi @Sam N,

Thanks for sending that support PIN! I am unable to reproduce the issue you are experiencing. To further troubleshoot, can you please provide the following information?

Try opening your document in a private or incognito window and confirm that fixes the issue.
Connect to a different network and disconnect from your VPN (if applicable) and let me know the results.
Send me a screenshot or screen-recording of the issue.

I appreciate your time and patience!

Sam NAuthor

This is the only file that this is happening to. I’m so confused. I even tried to duplicate the document to see if that would potentially clear things via a copy but no luck. There are no layers.

Sam N

Sam NAuthor

Sam N

M

Michelle S

Lucid & airfocus support team

Hi @Sam N,

Thank you for these screenshots! I am not seeing this issue on my end. Can you confirm what browser you are using and also try this on another browser? If possible, can you open this document on another device?

If neither of those help, can you send 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).

Thanks again for your patience!

Sam NAuthor

I’m using Chrome v137.0.7151.120. I opened up the file in Edge v137.0.7151.120 and the file displays properly.

Sam N

M

Michelle SAnswer

Lucid & airfocus support team

Hi @Sam N,

Thank you for providing that information and for your continued patience while we get this sorted! Can you please try the following troubleshooting steps?

Update your version of Chrome to the latest version. The latest version of Chrome is 138.0.7204.51 for Windows, macOS, and Android, and 138.0.7204.92 for Linux.
Can you try toggling WebGL off? This can be done by selecting View > Rendering > Use WebGL and un-selecting this option. For help with disabling WebGL, please see this Community post.
There are few cases were extensions can interfere, even in an incognito window, can you try disabling any extensions one by one to see if that fixes the issue?
While incognito clears session-specific cache and cookies, a deep-seated corruption in the site data for Lucidchart in your regular Chrome profile could still be an issue. Clear all cache and cookies for Lucidchart specifically, or for all time. Go to Chrome Settings > Privacy and Security > Clear Browse data. Make sure to select "Cookies and other site data" and "Cached images and files."

If this does not solve the issue, please send a screenshot of the associated Javascript Console output in Google Chrome. 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).

Thank you again for your continued patience!

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