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Shapes Disappearing in PNG export

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Shapes are disappearing when I export to PNG with transparent background (300 dpi). How do I ensure the shapes export?

Sami HAnswer

Lucid support team

Hi Jeff

Thanks for posting in the Lucid Community!

Just to make sure that we are on the same page please review our Export Your Lucidchart Documents article from the Lucidchart Help Center. Let me know if you have any questions about how downloading/exporting your document should work.

Once you have reviewed this article here are some specific things to check when exporting your document:

Try the export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.
Sometimes issues like this can be related to internet connection speed or network security. Please try the export again on another network ensuring that you are on a strong stable connection.
Is the page that you are trying to export a Master Page? If so it will be omitted from the downloaded version of your document and you will need to convert it into a page before exporting. To do this left-click on your Master Page tab and select "Convert to Page".

If none of these tips help please let me know so we can get you the appropriate help!

Sami HAnswer

Lucid support team

Hi Jeff

Thanks for posting in the Lucid Community!

Just to make sure that we are on the same page please review our Export Your Lucidchart Documents article from the Lucidchart Help Center. Let me know if you have any questions about how downloading/exporting your document should work.

Once you have reviewed this article here are some specific things to check when exporting your document:

Try the export in a Chrome Incognito browsing session. This often improves performance by clearing your cache and cookies and disabling your extensions.
Sometimes issues like this can be related to internet connection speed or network security. Please try the export again on another network ensuring that you are on a strong stable connection.
Is the page that you are trying to export a Master Page? If so it will be omitted from the downloaded version of your document and you will need to convert it into a page before exporting. To do this left-click on your Master Page tab and select "Convert to Page".

If none of these tips help please let me know so we can get you the appropriate help!

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Chad T

Any update on this one? I'm having the same problem. I tried Incognito I'm on a fiber optic network and it is NOT a master page. I get an image however it's just missing most of the shapes and includes only background layers.

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Sami H

Lucid support team

Hello Chad

Thank you for continuing on this thread! Can you try exporting from different browsers and see if the problem persists. If that doesn't work try toggling WebGL off. This can be done by going to View > Rendering > Use WebGL and un-selecting this option. If none of these options work please post in our Product Feedback section and we will take a closer look at this issue you are experiencing.

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Liam O

In case it helps anyone I was running into this issue when I had shapes 'grouped' together. When I ungrouped them and then exported the resulting image looked as I expected.

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Micah

Lucid community team

@liam o Thanks so much for sharing your troubleshooting tip with everyone!

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iven.yarovoy

@liam o Thank you so much you just saved me a huge headache.

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Addie

Hi Iven! Glad you were able to resolve the issue - please let us know if you have any additional questions.

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Addie

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Simone

Hi everyone, I tried with different browsers and I don’t have any groups, but neverthess, my coloured shapes don’t appear on any of the supported exports. Could you please take a closer look to this, @Lucid support team? Thank you!

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Amelia W

Lucid support team

Hi @Simone, thanks for adding to this thread! One thing to check, are the shapes you are using Hotspot shapes? When exporting, publishing, or presenting a diagram that contains a hotspot, the hotspot shape will disappear. For more information on adding Links to objects in your diagram, you can reference this Article from the Lucid Help Center, as you will need to use actions to have you links function in an exported document.

If this is not the case, can you please send a temporary Support PIN for this document? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating a Support PIN, check out this Help Center article. I appreciate your help and patience!

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Simone

Hi dear @Amelia W, thank you for your answer! No, it’s not a hotspot shape. Can I post my support PIN here (is it visible for anyone)?

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