Basic troubleshooting

When encountering an issue with Lucidchart, Lucidspark, or Lucidscale, following the steps detailed below will often resolve the issue. Read this article for troubleshooting tips you can try on your own before contacting the support team.

First steps

Issues in Lucid are often related to device, browser, or network issues. In most cases, you can resolve the issue by trying the following:

Check your local device

Check your local device against our system requirements. The table found here represents the minimum system requirements for RAM, Network bandwidth, and GPU, as well as our recommendations for optimized performance while using Lucid products.
Close out additional browser tabs or applications open on your local device. This helps conserve your device's resources and places less strain on its memory and CPU.
- Video conferencing software running at the same time typically slows down other applications.

Check your browser

Make sure you're using the most recent version of your browser.
Lucid is optimized for Google Chrome. For best performance, we recommend using Chrome.
Open your document in a different window if your page is running out of memory.
Open your document in a Chrome incognito window. Doing so disables extensions and clears cache and cookies, which often improves performance. This may also help you identify an extension causing an issue with Lucid performance.
If you are experiencing the “Aw, Snap!” crash page when trying to open documents or boards using a Chrome browser, try using Firefox instead. While Chrome is 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.

Check your internet connection

Refresh the document or board.
Connect to a different network if possible.
Disconnect from your VPN if you are connected to one.
Ensure traffic from Lucid is allowed through your firewall. For a list of Lucid domains to allow, check out our Prepare your network for Lucid users article.

Turn off WebGL

WebGL is a rendering technology for web-based applications that uses your device’s graphics hardware to render content faster. Using hardware-accelerated WebGL for Lucid’s products will almost always result in a better experience.

In rare cases, WebGL can cause lines and text in the editor to appear incorrectly. If you experience performance issues with lines or text, turn off WebGL to see if that resolves the issue.

Open the More menu from the top-left of the canvas.
- In Lucidchart, after opening the More menu, hover your cursor over “View”.
Hover your cursor over “Rendering”.
Uncheck the “Use WebGL” option.

Learn more: For more advanced WebGL troubleshooting, check out our Troubleshooting: WebGL article.

Troubleshoot a specific issue

To troubleshoot specific issues, check out the following articles:

Post in the Lucid Community

If none of the steps or resources above resolve the issue, search the Lucid Community for the answer to your question or post a new question to get support.