Hi ​@omar 

Thanks for reaching out!  Since photo upload was working previously but is now unresponsive, let’s try a few troubleshooting steps to resolve it:

1️⃣ Check Your Browser & Network

• Clear Cache & Cookies – Sometimes, stored data can interfere with file uploads. Try clearing your browser’s cache and cookies.
• Try a Different Browser – If you’re using Chrome, try Edge or Firefox to see if the issue persists.
• Disable Browser Extensions – Some ad blockers or security extensions may prevent file uploads.

2️⃣ Confirm File Format & Size

• Ensure your photo format is supported (JPEG, PNG, SVG).
• Check that the file size does not exceed upload limits.

3️⃣ Test in Incognito Mode

• Open a private/incognito window and try uploading the file again.

4️⃣ Check for Updates & Permissions

• Ensure your Lucidchart version is up to date.
• If using a work network or VPN, try switching to a personal network, as firewall settings may block uploads.

5️⃣ Report & Next Steps

If the issue persists, could you let me know:

• Are you seeing any error messages or just no response?
• Does this happen across multiple files or just one?
• Are you on a company-managed device or personal device?

If none of the above steps work, you may need to escalate this to the support team for further investigation here: Submit a request – Lucid.

I hope this this helps!

Hi Ria - I filled a ticket, as the steps did not help. I checked on Safari - and I never used LucidChart on Safari so far - and it did not work either.

Hi ​@omar, thank you for submitting a ticket. Our product support team will get you taken care of from there. The team works through tickets in the order they are received, and you can expect a quick response to your email associated with your Lucid account.

​@omar you may be having the same issue as us: Issue uploading photos in Lucidchart | Community

​@amj_nyc I am pretty sure this is a bug - mass upload of photos does not work anymore.

​@omar - yes it’s a bug, just wanted you to see the link where we’re discussing it so that you can be notified when the fix goes into place.

Hi ​@omar, I can confirm that you have identified a bug, and I have reported this to our development team. They are urgently looking into this and currently working on a fix.

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.

Thank you ​@amj_nyc for including the link to the other thread identifying that these posts are related.

Hi ​@omar, I just heard back from our development team and it seems that this has been resolved. I am sorry for the inconvenience this has caused.

If you continue to experience problems, please let us know right away using this thread. Thank you for your help and patience.