I have the same issue, just keeps spinning.  I have often had to get out of the program then get back in to get it to extract.  Would love to see a fix!

Hi @ekfoothills and @tobinfon, 

Thank you for posting in the Lucid community!

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 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?

- 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!

Hello Kelsey,

Here is the screenshot of the Javascript console. I did the steps you said and this is what happens.

Hi @ekfoothills, 

Thank you for the reply and trying out those steps! Does your PDF include any images? Extracting thumbnails will only extract thumbnails from an embedded link. 

Most of the PDF’s I try to upload are scanned from our printer to the computer. I would like to be able to insert the PDF and make it viewable for the other person. How do I make this possible? It does not make sense to me why I can insert a PDF but all they can see is the title and small picture of it:

I am able to extract the thumnails in Lucidchart completely fine. Why will it not work in Lucidspark?

Hi @ekfoothills, 

Thank you for the reply! I apologize, it does look like I am incorrect here. I was not seeing it load on my end either, and thought that was the intended behavior. I am not seeing on my end that I can extract thumbnails from a PDF without photos, so please disregard my previous response. Is this issue occurring only in this document or multiple?

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.

This happens on any lucidspark document I create. It also happens to all of my colleages as well. I have made a pin for one of the documents, but I am looking for a fix for all my documents please. We use PDF’s for reading passages with students and would like to be able to have the student read the PDF off of Lucidspark.

Here is the pin: ndYrJkRel0nm

Hi @ekfoothills , 

Thank you for the reply. I am not seeing the same issue on my end. I am going to do some further investigating on this and I will get back to you ASAP.

Hi @ekfoothills, 

Thank you for your patience. What browser are you using? Do you this issue in multiple browsers or only one? 

Hi Kelsey,

We all use google Chrome and most of the staff are on chromebooks, some on personal computers.

@ekfoothills, 

Thank you for confirming that. Could you try disabling your extensions to see if they are causing the issue?

@ekfoothills, 

Thanks for getting back to me with that additional information. I believe you have identified a bug, and I have reported this to our development team. I apologize for any disruption this may cause, and I will update this thread with any new information about a fix. In the meantime, as a workaround, I would recommend switching to “Edit in Lucidchart” in your Lucidspark document to Extract the Thumbnails from the Link. 

Please follow along on this thread for updates on the bug, and post any additional questions or concerns below.