draw.io does not load
Asked by Oleksandr Matsko:

Adding draw.io diagram does not currently work in Confluence cloud.

STR:

1. Hit 'Create' \> 'Blank Page'.

2. Hit '+' \> 'View More' \> 'Visuals \& Images' \> 'Draw.io Diagram'

EXPECTED RESULT:

Draw.io loads and I am able to create some nice looking and explanatory diagrams.

ACTUAL RESULT:

Never-ending Draw.io logo.


Answers:
author: Ashok_Bohra
body: I am also facing the same issue. The diagram created in Draw.io is not loaded after publishing but able to see the created diagram in edit mode.

Update while trying to edit the diagram it says. "Read error: Error while loading the file"

comments: author: David Benson _draw_io_
body: Have you checked the steps mentioned in this thread?


author: Ashok_Bohra
body: Yes I checked the above steps and do not have ad blocker installed. Also the link does open for me also.


author: David Benson _draw_io_
body: Go to <https://info.seibert-media.net/display/DRAWIO/Diagramming+and+flowcharts+with+draw.io> you should get a support chat open bottom right, link the operator to this question


author: Ashok_Bohra
body: thanks. Will do.


author: G?nter S. Bachbauer
body: Hi,

I'm also facing this problem. It is loading...loading...loading. Please see screenshot below:

![grafik.png](https://community.atlassian.com/t5/image/serverpage/image-id/86146i9AF199EEFB8D044E/image-size/large?v=v2&px=999 "grafik.png")

comments: author: Marija Radovic
body: Hi,

could you clear cache and temporarily disable all browser extensions? If this doesn't help, check if it is loading in another browser and Incognito mode and tell me the results please.

I use Win 10 Pro and Chrome Version 80.0.3987.132 (Official Build) (64-bit) and I am not able to reproduce this issue so we should try to figure it out together what is happening at your place.

Regards,

Marija

draw.io support


author: Ashok_Bohra
body: Hi, I tried clearing cache and cookies and same thing (no draw.io). Tried opening in Internet explorer 11, this time IE blocked the page due to its Windows Data Execution Prevention saying DEP stopped as it detected an add -on tyring to use system memory incorrectly.

There is no add-on in IE as I use only chrome and never added any extension or add on in IE. Chrome version is 80.0.3987.132 (Official Build) (64-bit). OS is WIndows 10 Enterprise.


author: David Benson _draw_io_
body: If you navigate directly to <https://confluence.draw.io>, what do you see?


author: Ashok_Bohra
body: It opens correctly and I am able to create new diagrams.


author: Marija Radovic
body: What version do you see under Help \> About when <https://confluence.draw.io/> is opened?

Also, it would be great if you could send us a print screen of a browser console when you try to load draw.io. Are there any errors?

Thanks,


author: Ashok_Bohra
body: Version is 12.8.4 when I open the link

below is the console when i try to open a page with Draw IO diagram. Now i get the message "Diagram not found" where the diagram is instead of "Error 0"

![Confluence Draw io.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/86305i3B926FF4337332A1/image-size/large?v=v2&px=999 "Confluence Draw io.PNG")


author: Mohamed Mohamedin
body: To confirm the source of "Diagram not found" error, please check the page attachments list (the ... menu then Attachments) and confirm that there is no "Untitled Diagram.drawio" attachment there.

If indeed the diagram is not found, then, this diagram points to another page that you don't have permission to view. Check that by checking the page storage format (the ... menu then "View Storage Format"). Look for draw.io macro and check the pageId parameter in there.

Feel free to share Attachments list and page storage format with us to check them for you. You can also open a support ticket if these info cannot be shared publicly.


author: Ashok_Bohra
body: I see the diagram is present with a name but still get Diagram not foud. I am not able to see the View Storage format option. But when i click on the view source option under menu. It opens a new popup window and there i can see the draw io diageram.

I tried uninstalling chrome and reinstalling the same. Still the same issue.


author: Mohamed Mohamedin
body: Can you please try to download the diagram file from the page attachments. Based on the console screenshot, we got an error when draw.io tried to fetch the diagram.

If you cannot download the attachment, then the file is corrupted


author: Ashok_Bohra
body: Much appreciate the help. I am able to download the file when i try to open the same in chome, It shows an XML file with root tag as mxfile and is a proper xml file. Same is the case when opening in internet explorer.

Some other observations.

When tyring to edit the page I am able to see the draw.io diagram. When trying to edit the diagram it shows the following attached error.![Confluence Draw io 1.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/86637i8C479BB2ECBE41F9/image-size/large?v=v2&px=999 "Confluence Draw io 1.PNG")


author: Mohamed Mohamedin
body: If you are using the old Confluence Page Editor, then the draw.io diagrams shown are images (it loads the png file of the same diagram)

Can you please try to open the following URL in your browser (After replacing the PAGE_ID and DIAGRAM_NAME placeholders)

<https://bpostcentraljira.atlassian.net/wiki/download/attachments/PAGE_ID/DIAGRAM_NAME>

This is the URL we call to fetch a diagram


author: Ashok_Bohra
body: Same .. opens up a the XML file correctly.


author: Mohamed Mohamedin
body: Is this only affects one diagram only?

Does new diagrams work correctly?


author: Ashok_Bohra
body: This is with all the diagrams and in different pages.


author: David Benson _draw_io_
body: Please file a ticket at <https://drawio.atlassian.net/servicedesk/customer/portal/14> so we can arrange a video call to look ourselves.


author: Ashok_Bohra
body: Sorry for taking a long time to reply. The issue is resolved by COVID-19. For the past 2-3 weeks i have been working from home and the issue does not happen.

Everything is working fine on the open internet. However the moment I use VPN to access confluence through the company network the issue comes back again.

Hence believe that there is some kind of traffic that is being blocked by company firewall.


author: David Benson _draw_io_
body: Have you maybe got an ad-blocker installed that is blocking confluence.draw.io, where the app is loaded from?

comments: author: Oleksandr Matsko
body: I most definitely have no ad ablockers, especially in Edge browser.

Update: tried to run in Edge and Chrome.


author: David Benson _draw_io_
body: Does <https://confluence.draw.io> load for you in a browser?


author: Oleksandr Matsko
body: Yes. I am using it as a fallback right now saving to GDrive and importing exported pngs to Confluence.


author: David Benson _draw_io_
body: You can submit more details to support@draw.io. Also, the embed draw.io macro has an option to embed Google Drive stored draw.io files.

<https://about.draw.io/embed-existing-draw-io-diagrams-in-confluence-pages/>


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