Hi Martha thanks for posting on the community!

Can you please try these basic troubleshooting steps to narrow down the potential causes for the issue you're running into:

Browser and internet connection

Loading and speed issues might be related to your web browser or internet connection. If your Lucidchart document or Lucidspark board hangs on the loading page or if you encounter slowness while working in a document or board please try the following:

• Make sure you're on a fast reliable internet connection.


• Make sure you're using the most recent version of your browser. We recommend Google Chrome for optimal performance.


• Try browsing in a Chrome Incognito window. Doing so will disable your extensions and clear your cache and cookies which often improves performance.

Large Documents

Having many page tabs large canvases on each tab and a high number of shapes on each canvas all increase the time it takes to load and update when changes are made. If you are experiencing loading speed or saving issues while working on a very large Lucidchart document or Lucidspark board please try the steps listed under “Browser and Internet Connection” above and then try the following:

• Lucidchart-specific: If you have a multi-page document split multi-tab documents into multiple documents.This can be done by copying (using shortcut Ctrl+C on a PC or Command+C on a Mac) and pasting (Ctrl+V for PC or Command+V on a Mac) the content from a page/tab onto a new document.


• If the Lucidchart document or Lucidspark board needs to be frequently viewed but not always edited: consider using “Publish” > “Full Document (URL)” to create a view-only URL. Accessing a published document for view-only purposes is preferable because it loads much more quickly.


• If you are experiencing the “Aw Snap!” crash page when trying to open documents or boards while using the Chrome browser: consider using Firefox instead of Chrome. While Chrome is generally the optimal browser for using Lucidchart and Lucidspark if your browser is crashing due to lack of memory switching to Firefox can help because it doesn’t cap memory.

WebGL (Lucidchart Only) 

If a feature in the editor is not behaving as it normally does or if objects on your canvas look a little weird please try the steps above in addition to the following:

• Turn off WebGL. To do this navigate to the View tab of the menu bar and make sure the “Use WebGL” option is not checked.

If all else fails...

If none of the aforementioned steps help please fill out our contact support form and include the following information:

• A screenshot and detailed description of the issue that is occurring.


• The URL to your document/board.


• A screenshot of any errors that show up in your JavaScript Console.

For anyone else having any issues with their documents loading/opening properly please try these steps as outlined above (from our Basic Troubleshooting article). Hope this helps!