I have an individual plan, and have been using LucidChart just fine. Today I was trying to export a document to PDF and suddenly the whole export function is grayed out for me; in fact, the only available options from the File tab for me are Save, Convert to template, Remove from starred, Show revision history, and Settings. What’s going on? Anybody have an idea?
Solved
Export grayed out even on paid account
Best answer by Zuzia S
Hi
Thanks for your post! Could you please try the following in order for us to narrow down the issue?:
- 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.
If none of these tips help, could you please send the following information?:
- A screenshot of any error messages or pop-ups that appear when you attempt to export.
- 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).
- 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.
Cheers!
+21- Lucid Legend Level 9
- 601 replies
Hi
The "Infinite Canvas" setting can sometimes cause issues with exporting because it can create documents that are too large or undefined in size, which might interfere with the export process.
Toggling it off could potentially resolve the problem - Kindly give a try and let us know.
Export or print a Lucid document – Lucid
Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards
Huma || Lucid Legend
1 person likes this
+5Hi
Thanks for your post! Could you please try the following in order for us to narrow down the issue?:
- 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.
If none of these tips help, could you please send the following information?:
- A screenshot of any error messages or pop-ups that appear when you attempt to export.
- 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).
- 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.
Cheers!
1 person likes this
I face the same issues, I have a single user paid account, and after exporting the file once, then I can’t export it again. The Export icon is Grey Out.
+5Hi
Could you please let me know whether you have tried the troubleshooting steps mentioned above?
- Exporting in a Chrome Incognito browsing session
- Exporting again on another network
If these do not solve the issue, could you please provide the following information?
- 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).
- A temporary Support PIN for this document. For more information on generating a Support PIN, check out this Help Center article. You can safely share it in this thread as this is for internal use only.
Thanks for your help and patience!
I’ve exactly same issue. Paid account can’t export anything, my menu look right like the above screenshot.
+5Hi
- Exporting in a Chrome Incognito browsing session
- Exporting again on another network
If these do not solve the issue, could you please provide the following information?
- 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).
- A temporary Support PIN for this document. For more information on generating a Support PIN, check out this Help Center article. You can safely share it in this thread as this is for internal use only.
Thanks again for your help and patience!
Same issue, I assume the same process to open a support ticket? At some point, wouldn’t it be better to solve here?
+5Hi
Before filing a ticket, would you mind confirming whether you have tried all of the troubleshooting steps mentioned above, including exporting in a Chrome Incognito browsing session as well as on another network?
If these do not solve the issue, could you please provide the following information?
- 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).
- A temporary Support PIN for this document. For more information on generating a Support PIN, check out this Help Center article. You can safely share it in this thread as this is for internal use only.
We appreciate your patience and collaboration!
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