Hi @melissa s thanks for posting in the Lucidchart Community. As a first step could you try connecting to a different network? Could you please also try opening the document in a private or incognito window? This temporarily disables cookies caching and browser extensions - if the documents load in this window one of those items is likely causing the issue. 

Could you send the following information so I can take a closer look?

• The URL to your document.
• 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).

If you have any additional questions please let me know. Thank you!