Shape library is fully functional, but the images are missing
I can drag and drop into my document just fine, but the preview images are gone.
Solved
Shape library missing images
Best answer by alison cheney
Hello
Could you try opening your document in a private or incognito window to help us narrow down the potential cause? Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance and rendering issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility. For help with opening an incognito window, please see this community post.
If those don’t resolve the problem, can you please send the following information so I can take a closer look?
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Could you share a temporary Document Support PIN for this document? 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.
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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!
+4Hello
Could you try opening your document in a private or incognito window to help us narrow down the potential cause? Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance and rendering issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility. For help with opening an incognito window, please see this community post.
If those don’t resolve the problem, can you please send the following information so I can take a closer look?
-
Could you share a temporary Document Support PIN for this document? 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.
-
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!
Support PIN: duTHLf0vaEpF2y9OHEaRMmCJQBiVceIKTn172823514
Opening in an incognito window worked
It would appear the items effected were the items that contained images.
+4Hi
I’m so glad to hear that the incognito window did the trick! If it happens again in your regular browsing session, try clearing your browser's cache & cookies for Lucid by going to your browser's settings.
Thanks so much for confirming and for sharing that extra detail about it being the image-containing items specifically — that's really helpful context for us. Please let us know if you have any additional questions!
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