Why do I get the error 'The specified chart does not exist' even though the Gliffy chart is present

[Sebastian Spitzer]

I have a Gliffy diagram called 'Servicedesk Gesprächsleitfaden' (German, 'Servicedesk Conversation Guide' called in english), created on 07/15/2020 and currently in version 3. The Gliffy diagram is displayed regularly on the page and the mouse-over information also works as expected.

However, if I start editing the Gliffy, regardless of whether the page is in read or edit mode, the error message appears: 'The following errors have occurred: The specified chart does not exist.'

However, as usual, the Gliffy diagram is attached to the side and the source code does not contain any rejection or abnormalities compared to other Gliffy diagrams that can still be edited.

What's the problem and how can i rescue it?

Source Code:

<p>Dieser Gesprächsleitfaden dient zur Orientierung bei der Gesprächsführung in der Abfrage des telefonischen Servicedesk 05242-409-234 ORG/IV. <br/>Der Servicedesk wurde/wird u.a. abgefragt von <ac:link>
<ri:user ri:userkey="4028b1916b709900016bc1f04cc80002"/>
</ac:link> , <ac:link>
<ri:user ri:userkey="4028b19168619ee90168ffe2c8680006"/>
</ac:link> im Rahmen ihrer Ausbildung.</p>
<p>
<ac:structured-macro ac:macro-id="a4d5681a-fd9b-4819-a7a2-6a2fa22c7541" ac:name="gliffy" ac:schema-version="1">
<ac:parameter ac:name="macroId">712f9eb7-4623-4542-8990-56aeb900eafd</ac:parameter>
<ac:parameter ac:name="name">Servicedesk Gesprächsleitfaden</ac:parameter>
<ac:parameter ac:name="pagePin">2</ac:parameter>
</ac:structured-macro>
</p>

[Sebastian Spitzer · Accepted solution]

Answer from Gliffy Support (support-gliffy@perforce.com): The bug was reported to have been resolved in Gliffy version 9.7.0. 

Bug: The name of the Gliffy is currently not allowed to contain any umlauts such as "Ä", "ä", "Ö", "ö", "Ü", "ü", and possibly other special characters.

Workaround:

1. Export the affected Gliffy diagram.
2. Upload again as a template under a new name without umlauts (such as "ä", "ö", "ü", etc.) and insert it into the page.
3. "Edit" works again. The erroneous Gliffy diagram can then be removed from the page to relieve it.

[Samie Kaufman - Your Gal at Gliffy]

🙌 Amazing!

[Samie Kaufman - Your Gal at Gliffy]

That's so strange! My recommendation was going to be to check the page attachments, but I expect you'll find everything there... 

Would you mind emailing our support team at support@gliffy.com? They'll be able to help. :)

[Sebastian Spitzer]

Hello @Samie Kaufman - Your Gal at Gliffy, 

I think I found the reason for the error, at least there is a connection:
The name of the Gliffy is currently not allowed to contain any umlauts such as "Ä", "ä", "Ö", "ö", "Ü", "ü", and possibly other special characters.

Reason: After I exported the Gliffy on the tip of a colleague as a test and uploaded it again as a format template under the new name (1) "Servicedesk Gespraechsleitfaden" (without "ä"), "Editing" worked again (2). The procedure seems to be a common workaround.
Repeated tests on other Gliffys with "Umlaut" in their names confirmed the reproducibility of the error.

(1)

(2)

I also send that to support@gliffy.com.

[Samie Kaufman - Your Gal at Gliffy]

Ahh! Thank you so much for continuing to investigate, Sebastian. I appreciate you letting our support team know — that's the fastest way to get it logged as a bug. 

I'll be sure to ask people to check for special characters if this issue comes up again. :) 

[Sebastian Spitzer]

Gladly, Samie! I still need a solution. ;-)

The problem is tracked by Gliffy Support with the subject:
Why do I get the error 'The specified chart does not exist' even though the Gliffy chart is present - Case# 00786446

Support has confirmed the problem but no solution version yet.
I've asked to post an answer to the solution here in the community post as an answer as soon as the solution is clear.

We stay up to date (hopefully)! ;-) 

[Sebastian Spitzer]

Hi @Samie Kaufman - Your Gal at Gliffy , Bug, Workaround and Solution - see new answer from Oct 17, 2022.

[Patrick Vanhoof]

Not sure what might be causing this. Maybe rebuilding the index might help.

Or contact the Gliffy support team ;).

[Sebastian Spitzer]

Hi @Patrick Vanhoof , see reply on the answer before. Greetings, Spitz

[Sebastian Spitzer]

Hi @Patrick Vanhoof, Bug, Workaround and Solution - see new answer from Oct 17, 2022.