Troubleshoot a problem
Check the symptom that matches your situation and resume your work.
Last reviewed:
Before you start
Check the project, level, and any message on screen. If edits are unsaved, check the save status before closing the page or switching to a new diagram.
Steps
A diagram is missing
Missing diagram: check your signed-in account, dashboard location and filters, and Trash. Check the project name to make sure you opened the right diagram.
What to checkYou compared the account, location, and diagram name.
Saving fails
Cannot save: check the saving or error state and your connection. Follow any permission or limit message. Do not overwrite content without reviewing it.
What to checkYou checked error or limit guidance.
AI output is unexpected
Unexpected AI result: describe the process, scope, and steps you want to change. Review the generated steps and connections, then edit the table if needed.
What to checkYou can identify the steps or connections to change.
A sharing link fails
Recipient cannot open a link: check that it is the correct sharing link, the diagram is public, and it has not been deleted. See Share a diagram by link for the full procedure.
What to checkYou checked the sharing link and current public state.
Check your result
You can return to the right diagram and resume the editing, saving, or sharing task that was blocked.
If something goes wrong
If the problem persists, use the support entry in the user menu and provide the steps and error message. You do not need to send your password or private diagram content.
Common questions
What should I include in a support request?
Describe the steps, expected result, actual result, error message, time, and browser. Check screenshots for personal information before sending them.
Should I reload first?
Check save status before reloading unsaved work. Consider available data export options if the page is still usable.