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Org Chart Import & Account Links Not Working

Forum|Forum|11 days ago
March 26, 2026
1 reply
8 views

NathalieBee

Hi, I am trying to import data for an org chart. when I click the .csv option and then Next, nothing happens, nor does it with the Excel option.

I notice that other windows are not working in the platform, i.e.: the link to account information in Lucidchart under my icon doesn’t open a new page.

I don’t have pop-ups blocked, they are allowed.

Please help.

Nathalie

Best answer by Ambar D

Hi @NathalieBee, thank you for posting in the Lucid community! Sorry you’re having trouble, but I’m happy to help.

First, I recommend trying the following steps. Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.

Could you try opening your board in a private or incognito window to help us narrow down the potential cause? For help with opening an incognito window, please see this community post.
Could you also try connecting to a different network or disconnecting from your VPN (if applicable)?

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 issue.
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!

+11

Ambar D
Lucid community team
Answer
Forum|Forum|10 days ago
March 27, 2026

Hi @NathalieBee, thank you for posting in the Lucid community! Sorry you’re having trouble, but I’m happy to help.

First, I recommend trying the following steps. Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.

Could you try opening your board in a private or incognito window to help us narrow down the potential cause? For help with opening an incognito window, please see this community post.
Could you also try connecting to a different network or disconnecting from your VPN (if applicable)?

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 issue.
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!

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