Lost access to shared documents

Question

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.

Ambar D · Accepted Answer

Hi ​@briant, thank you for that additional information. I recommend double-checking with the document owners, or the owner of the shared folder(s), that they have not changedyour share permissions.After confirmingwith document/shared folder owners, would you mindtrying 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 nowlost access to? This will help me take a closer look.

Ambar D · Answer

Hi ​@briant, thanks for posting in the Lucid Community. I’m happy to help take a closer look. Were the documents you opened Lucidchart or Lucidspark documents, or both? Areeach of the 8 documents owned by someone else on your team?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 documentsThe time you returned to your documents and encountered the error codeCan 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.

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