Hi there, I wonder if someone could assist me with this please? Thank you

Hi ​@el.samuel, thank you for posting in the Lucid Community and I apologize for the delay in response here. I’m happy to help!

Since you have deleted unnecessary documents and emptied trash, as a next step, I would suggest deleting images. Images often take up the most storage space.

To delete images from a document and free up additional space:

1. Open a Lucid document from the “Documents” folder located at lucid.app.
2. Select one or more images from the workspace.
3. Press the “Delete” or “Backspace” key on your keyboard.
   • Alternatively, right-click the selected image or images, then click Delete.’
4. Delete images from the Image Manager as described in these steps

Could you please try this let me know whether the issue persists?

If the issue persists after trying the above steps, can you please send a Technical Support PIN for your account? This will allow me to take a closer look at the issue you’re experiencing. 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 can be shared directly within this thread as it is only accessible by members of the Lucid support team.

Thanks for your help and patience! Please let me know if you run into any problems or have additional questions.

Hi Ambar, 

thank you for getting back to me. It’s quite a tricky task it seems.

I had a call with one of the Lucid staff members regarding this issue a year ago, as I’ve been deleting the images from my documents, but the storage status was still the same. The staff member told me that I won’t be able to free up the storage by just deleting the images, that I need to delete the whole document as the deleted images are linked to the document.

A moment ago I went through all of my documents and been deleting some of the older images, and even deleted a whole document which contained about 30-40 images. After I refreshed the overview page, the storage graph hasn’t changed by a single %. 

I wonder what I can do at this point. 

Thank you.

Hi ​@el.samuel, thank you for trying those steps and getting back to me with that additional information.

So I can take a closer look at your account and storage, can you please send a Technical Support PIN for your account? This will allow me to take a closer look at the issue you’re experiencing.

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 can be shared directly within this thread as it is only accessible by members of the Lucid support team.

Thank you for your help and patience as I look into this!

Hi Ambar, thank you for looking into it. I need to work on a new project and the continuous low storage space is quite frustrating. I wonder if you take any suggestions from your customers on board, but it would be great to have a storage indicator next to each document.

Technical Support PIN:

iuCM00t9F89wiY191694033

Regards.

Hi ​@el.samuel, thank you for providing that PIN. I truly apologize for any frustration here and would like to do all I can to help you continue your work. Are you currently experiencing any issues accessing or editing documents?

Looking in your account, it appears that images are taking up 76.4% of your storage. To confirm, since you mentioned that the storage graph hasn’t moved a single % after deleting images, is this still the case? Is this number consistent to what you were previously seeing? 

Additionally, thank you for your feedback here too. Your feedback is incredibly important to us and we do regularly collect user feedback within the Product Feedback section of this community. I can certainly see how adding a storage indicator next to each document would be beneficial. To currently see the size of each document in your account, you can select More options > select Show details > and see the Size of your document in the details panel. 

Hi ​@Ambar D , thank you for getting back to me.

1 : Regarding ‘Are you currently experiencing any issues accessing or editing documents?’  

• There are no issues accessing or editing documents

2 : Unfortunately the storage is exactly the same ( 83% ) how it was before my post ( 7 days ago ).

3 : Based on your feedback, I’ve just checked all of my 17 x documents I currently have, and it seems that the total size of all 17 x documents is 1324.1 MB = 1.3 GB.

Based on the storage graph ( 83% from 20GB ) the documents should have in total 16.6 GB size?

Tbh this is quite concerning, as I’ve checked the documents, and it’s mostly low-res images, so there’s no way the documents have over 16GB in size.

Hi ​@el.samuel, thank you for getting back to me with that additional information. I believe you have identified a bug, and I have reported this to our development team.

Would you be willing to send an account-wide document support PIN for your account? This will allow the development team to further investigate the issue you’re experiencing. Please navigate to the Security page from the admin panel to generate this PIN. For more information on generating this Support PIN, check out this Help Center article.

I truly apologize for any disruption this may cause, and I will update this thread with any new information about a fix.

Please follow along on this thread for updates, and post any additional questions or concerns below.

Hi ​@Ambar D, thank you, I appreciate it. 

Here is the PIN: iuCM00t9F89wiY191694033

Regards.

Thank you ​@el.samuel for providing that PIN! I apologize again for any disruption this may cause, and I will be sure to update you as soon as I hear back about a fix from our development team.

Feel free to post additional concerns here and please follow along on this thread for updates. 

Thank you ​@Ambar D , appreciated.