Basic Troubleshooting

If you are encountering a performance issue with Lucidchart, you might be able to get things back to normal by following a few simple steps. Read on for some troubleshooting tips that you can implement on your own before contacting the support team.

Browser and internet connection
Loading and speed issues might be related to your web browser or internet connection. If your document hangs on the loading page, or if you encounter slowness while working in the Lucidchart editor, please try the following:
  • Make sure you're on a fast, reliable internet connection.
  • Make sure you're using the most recent version of your browser. We recommend Google Chrome for optimal performance.
  • Try browsing in a Chrome Incognito window. Doing so will disable your extensions and clear your cache and cookies, which often improves performance.
Large Documents
Having many page tabs, large canvases on each tab, and a high number of shapes on each canvas all increase the time it takes to load and update when changes are made. If you are experiencing loading, speed, or saving issues while working on a very large document, please try the steps listed under “Browser and Internet Connection” above and then try the following:
  • Split multi-tab documents into multiple documents.This can be done by copying (using shortcut Ctrl+C on a PC or Command+C on a Mac) and pasting (Ctrl+V for PC or Command+V on a Mac) the content from a page/tab onto a new document.
  • If the document needs to be frequently viewed, but not always edited: consider using “Publish” > “Full Document (URL)” to create a view-only URL. Accessing a published document for view-only purposes is preferable because it loads much more quickly. 
  • If you are experiencing the “Aw, Snap!” crash page when trying to open documents while using the Chrome browser: consider using Firefox instead of Chrome. While Chrome is generally the optimal browser for using Lucidchart, if your browser is crashing due to lack of memory, switching to Firefox can help because it doesn’t cap memory.
WebGL
If a feature in the editor is not behaving as it normally does, or if objects on your canvas look a little weird, please try the steps above in addition to the following:
  • Turn off WebGL. To do this, navigate to the View tab of the menu bar and make sure the “Use WebGL” option is not checked.

    turn_off_webGL.png

If all else fails...
If none of the aforementioned steps help, please fill out a contact support form and include the following information:
  • A screenshot and detailed description of the issue that is occurring.
  • The URL to your document.
  • A screenshot of any errors that show up in your JavaScript Console.


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