One specific shape disappeared on all my diagrams

Hi ​@Jean-Baptiste 

Can you confirm whether the custom shape is still available in the library?

If it is, that would help us determine whether this is a library issue or a document/rendering issue

Thanks

Hi ​@Jean-Baptiste,

Thank you for posting in the Lucid Community and thank you ​@Humas1985 for chiming in here! 

To help troubleshoot, there are a few things worth checking :

• Is the shape still in your custom shape library? (Great question from ​@Humas1985) If it's still there, this is likely a rendering/sync issue rather than the shape actually being deleted.
• Was the shape recently re-uploaded or edited? Sometimes if a custom shape is replaced or overwritten in the library, existing instances on diagrams can break and show as a placeholder image.
• Who owns/manages the shape library? If it's a team library, it's worth checking if any recent changes were made by an admin.

If you need to re-import the shape, this Lucid Help Center article walks through how shape libraries work in Lucidchart and how to import/manage them.

I hope we can get this sorted out quickly for you!

Hello

The shape still exists in my custom shape library, I can still see the thumbnail of that shape

However, when I drag and drop this shape from the custom shape library to a lucidchart diagram, it appears the same way.

The shape has been in this library for 2 years.

I am the owner of this shapre library, but it’s shared with colleagues who also use it.

I can easily re-import it in my Shape Library to have it accessible again.

However, if I do that, it won’t help me replace the shape in all of my diagrams (a few hundreds of diagrams).

Thanks for your support,

Jean-Baptiste

Hi ​@Jean-Baptiste,

Thank you for providing this detailed response and for providing a screen recording of your shape library.

Could you share a temporary Document Support PIN of one of your documents that is being affected? 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.

Would you mind answering the following questions to help narrow down the root cause:

• You mentioned you own this shape library. Was this shape library directly created on your account or was it originally shared with you by a team member?

• Have any recent changes been made by any members of your team (who use this shape library) to the original Custom Shape Library (e.g., renaming, unsharing, or deleting the library)?

Thanks in advance for your help and patience!

Hello ​@alison cheney 

Please find my support PIN code generated for one of the most heavily affected file:

dukRouWLtt6F1vaXo4a0bHdtEUxXJm5wri199531692

Regarding the shape library, it was created by me directly and then shared to my colleagues. As you can see on the capture below, it appears in “My Libraries” and was shared from there.

Finally, regarding the recent changes, I sometimes add shapes to this library, share it to new people, sometimes unshare it when we have members leaving the team (haven’t done it in a while), sometimes I remove duplicate shapes from it, but I’ve never renamed it.

I didn’t notice any of these changes matching with the start of the issue.

Thank you,

Jean-Baptiste

Hi ​@Jean-Baptiste, thank you for providing the information above! I will take over from here. 

I was able to see the issue on my end.

Could you please answer the following additional questions to help us in our investigation?:

• When creating a new blank document and using the shape library, does the issue persist? 
• Does the issue involve all documents where the shape library was used?
• Instead of a Document Support PIN, could you please share a Technical support PIN instead? 
  • I would like to share the shape library with my Lucid user to investigate further and escalate if needed.

Thank you so much for your help and patience Jean-Baptiste!

Hello ​@Zuzia S 

I confirm that the issue is also occuring when using the problematic shapes from that library in a new blank diagram.

This issue involves all documents where the shape library was used. Please note that only some specific shapes from that library are affected, but every document where these shapes were used are affected.

Please find this Technical Support PIN: iu2lskkI4jwPs7AFjcj8x94ijcaynHuPbi199531692

Thank you for your support,

Jean-Baptiste

​@Jean-Baptiste thank you for providing this information!

I believe you have identified a bug, and I have reported this to our development team. I apologize for any disruption this may cause, and I will update this thread with any new information about a fix. Please follow along on this thread for updates, and post any additional questions or concerns below.

​@Jean-Baptiste Thank you for your continued patience while our engineering team investigates this. We resolved a back-end upload issue with this .lcsl custom shape library so imports are working smoothly again, but upon verifying your shapes, we found that the broken elements appear as gray placeholders because the underlying source images linked to them seem to be missing from the system.

Could you please answer the following questions to help us in our investigation?

1. Were any of the original source images manually deleted from your Image Manager (for example to free up account storage space)?

2. Were these specific shapes created using images uploaded by another team member whose account, shared files, or permissions may have since been deleted or modified?

While we continue investigating on our end, a workaround to repair your diagrams without starting from scratch is to select multiple gray placeholder shapes at once using Shift + Click and click Replace Image in the top toolbar to swap in the graphic in bulk. 

Thank you so much for your help!