I was reorganizing all of our documents for a project. And i opened about 8 charts in different tabs and was going to review. Got distracted and upon returning 15 minutes later, each tab now gave this error, and no longer appears in the shared with me section. I know no one changed the sharing, and not different people… If i could find out how to contact real support i would since this is obviously a bug.
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Hi
Can you please provide as much of the following information as you can? This will allow me to take a closer look at the issue you’re experiencing.
- Would you be able to provide a description or screenshot of the error you were seeing when you came back to your documents?
- The time (and time zone) you opened your documents
- The time you returned to your documents and encountered the error code
Can you please send a Technical Support PIN for your account? Please navigate to your Account Settings to generate this PIN. For more information on generating a Support PIN, check out this Help Center article. This PIN is only accessible by Lucid support staff, so you can share it within this thread.
They are all owned by different team members.
They are lucidchart documents
about 3:00PM EST and 3:15 EST
iaGxxXK5iN0pMi130457278
Hi
After confirming with document/shared folder owners, would you mind trying the following? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.
- Try opening your document in a private or incognito window to help us narrow down the potential cause. For help with opening an incognito window, please see this community post.
- Try connecting to a different network or disconnecting from your VPN (if applicable).
- In most cases involving issues with sharing, unsharing and resharing the document resolves the problem. I would recommend trying this before you go any further.
Would you mind sharing a few names of the documents that were shared with you and you’ve now lost access to? This will help me take a closer look.
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