Charts troubleshooting

These are roughly in the order they come up when you build a chart.

The workspace says no charts match these filters

A filter is on. The workspace filters by status, by family, and by search text, and this message appears when the combination matches nothing rather than when the service has no charts.

Set status back to All statuses and family to All families, and clear the search box.

I cannot find a shape

Use the search box at the top of the shape panel. It searches all 20 categories at once, which is quicker than guessing whether a gateway lives under BPMN or Decision & Logic.

If it genuinely is not there, check Shape libraries. Several shapes exist under a name you might not expect, and connectors are drawn with the Connector tool rather than dragged from the panel.

The Process panel shows no measures

The chart has no annotated steps. Open Table view and fill in at least a role and a duration for each step.

Coverage is reported at the top of the Process panel. If it says fewer steps are annotated than the chart has, the measures only cover the annotated ones.

A route is missing from Detected paths

Path detection traces routes from a Start shape to an End shape, and two things break it.

The route does not reach an End shape. A branch that stops in mid-air is not a path.

Or the chart has no Start shape at all, so nothing can be traced. A Process shape at the beginning is not a Start shape — use the one from Basic Flowchart.

Lead time looks the same as touch time

The wait times are zero or missing.

Touch time is the work; lead time is elapsed time along the longest route. If they match, the chart is claiming the work never waits, which is almost never true. Fill in Wait for the steps that sit in a queue.

The numbers look wrong by a factor of sixty

Someone has entered hours where the field expects minutes, or the other way round.

All the time fields use the same unit. Check one step you know well and correct the rest to match.

The badges are covering my shapes

Show badges on canvas draws the actor, duration, and risk beside each step, and on a dense diagram they overlap nearby shapes. That is why it is off by default.

Switch it on only when you need the annotations visible in a conversation or a screenshot.

My reviewers cannot leave comments

Two different things are called comments.

Comments in the designer need edit access to the chart. Comments on a published chart need Allow comments to have been switched on at publish time, and they let signed-in viewers give feedback without edit access.

If reviewers should not be editing the diagram, publish with comments allowed and send them that link.

My edits are not showing for readers

Publishing takes a snapshot, and editing afterwards does not change it. Publish again when the change is worth their attention.

An exported image does not show the step data

Picture exports export the picture. Roles, durations, and risk are not drawn on the canvas unless Show badges on canvas is on.

Switch badges on before exporting, export the step table as CSV from Table view, or send the published link instead.

The AI assistant button is not there

The assistant is switched on per user for the Charts module. If a colleague has it and you do not, that is a setting rather than a fault, and an administrator can change it.

The assistant produced a plausible process that is not ours

It works from what you describe and what is on the canvas. It has no access to how your organisation actually works, so it will fill gaps with something reasonable rather than something true.

Use it for structure — adding steps, connecting them, arranging the layout — and write the content and the step data yourself. Undo reverses anything it did.

I cannot see the other person’s cursor

Cursors are scoped to the page you are on. Presence covers the whole chart, so someone on page three appears in the list but their pointer does not appear on your page.

Check the page each person is on by hovering the presence indicator.

Someone overwrote my change

If two people edit the same thing at once, one change wins and you get an edit conflict detected warning naming who overwrote it.

There is no merge. Undo will get your version back if it mattered. To avoid it, split the work by page or by area of the canvas.

Live collaboration is unavailable

The connection to the collaboration service has dropped. You can keep editing, but presence and live updates stop until it comes back — you will not see other people’s changes and they will not see yours.

Use the retry in the warning. During a workshop, stop editing until it clears, or agree that only one person continues, otherwise two people quietly diverge.

I cannot delete a chart

Deleting needs the admin level — service owner or admin. Edit access covers everything else, including publishing.

Mermaid export does not look like my chart

Mermaid is a text format with its own layout engine, and it supports a much smaller set of shapes than Charts does. A flowchart converts cleanly; a wireframe or a value stream map does not.

Use Mermaid for simple flow diagrams that belong beside code, and PNG or SVG for anything else.