If a draw.io diagram never renders onto a page, what can we do to troubleshoot?

[pminty]

For some of our users, we get often get draw.io diagrams not rendering onto the Confluence page.

Typically we get a progress wheel spinning, but never a rendered diagram.

So far this is happening to users with Google Chrome browsers.

This has happened after a creator of a draw.io diagram saves the diagram and returns to the Confluence page.

As there are many possible root causes, what can we do to troubleshoot? What have other users done when the draw.io diagram does not render onto a page?

[David Benson _draw_io_ · Accepted solution]

There are a variety of reasons, browser extensions, networks, reverse proxies, security software.

The quickest route is to file a support ticket at https://drawio.atlassian.net/servicedesk/customer/portal/14/group/15/create/49 and usually we'll jump into a video call to look directly at the problem.

[Brant Schroeder]

@pminty 

We have seen this after an update has been release for the cloud software and the browsers cache has old javascript that caused the issue.  Clearing the cache has fixed this for us in the past.  Have you tried this yet?

[David Benson _draw_io_]

To extend on that, there is a process for fully clearing out draw.io from cache because it runs as a PWA.

- Close all browser tabs where draw.io diagrams are displayed (including Confluence pages).

- Go to https://ac.draw.io/clear.html . It will tell you when the PWA is cleared.

- Try viewing the diagram again.