Get help with draw.io Diagram Editor for SharePoint

If you have a question about draw.io Diagram Editor, or something isn't working as you expect, we're happy to help. You do not need an account or a login to contact us.

Solve common problems

• The draw.io web part is not in the web part toolbox: the app has not been added to your site. Ask your site owner to add draw.io Diagram Editor to the site, or your SharePoint administrator to add it to all sites.
• A file is reported as not a valid draw.io diagram: the web part accepts draw.io files in XML format, usually with a .drawio extension. Diagrams saved as .drawio.png or .drawio.svg files can't be used - open the file in draw.io and save it as a .drawio file. If every file is rejected, including .drawio files, the app's Microsoft Graph permission has not been approved - ask your SharePoint administrator to approve the pending API access request.
• The file picker or the sign-in window does not appear: allow pop-up windows for your SharePoint site in your browser.
• A diagram in your personal OneDrive can't be selected: the file picker only shows SharePoint document libraries. Copy the file to a document library first.

Contact support

Email support@draw.io.

The support desk is monitored Monday to Friday, 09:00 to 18:00 UK time, excluding public holidays in England. We aim to respond to every request within one business day.

When you contact us, please include:

1. The product you are using - draw.io Diagram Editor for SharePoint - and its version, shown on the Manage apps page in the SharePoint admin center.
2. What you did, what you expected to happen, and what happened instead. Screenshots help.
3. Your browser and its version, and the URL of your SharePoint site if the problem only occurs on one site or page.

Documentation

• Get started with draw.io Diagram Editor - add the web part to a page, pick or create a diagram file, then edit and view your diagrams.
• Install draw.io Diagram Editor in your organisation - for SharePoint administrators.
• The draw.io user manual - the editor in the web part is the same draw.io editor used in all draw.io integrations.
• Troubleshooting - solutions for common problems in the draw.io editor.
• Security and privacy - how the draw.io applications handle your diagram data, and the privacy policy for draw.io Diagram Editor.

Community resources

• GitHub Discussions - ask questions and search community answers about the draw.io editor. A free GitHub account is required to post.
• Issue tracker - report bugs and request features in the draw.io editor.

Related

• All draw.io support options
• Get started with draw.io Diagram Editor