There was an error loading your document

Question

I'm hoping someone from Lucid Support can help with a document that appears to be stuck in an unrecoverable loading state.

Issue: When opening the document, the page displays: "There was an error loading your document". The document never loads beyond that screen.

Troubleshooting already completed:

Refreshed the page multiple times
Restarted Chrome
Cleared cache and cookies
Tested Incognito Mode
Verified other Lucidchart documents open normally
Disabled WebGL rendering as suggested in troubleshooting guidance
Multiple team members attempted to open the document and receive the same error
The issue appears isolated to this specific document

Has anyone encountered this before, and is there a way for Lucid Support to inspect or recover the document?

Any assistance would be greatly appreciated as this is a critical active working document for our team.

Thank you.

alison cheney · Answer

Hi ​@TierraT,Thank you for posting in the Lucid Community, and I apologize for the delay here. Can you please send the following information so I can take a closer look?A screenshot of the issue.A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac).A temporary Document Support PIN for this document? This will help me take a closer look at what’s going on. This PIN is safe to post in this thread because it is only accessible by members of the Lucid support staff. You can find steps for generating a Support PIN in this Lucid Help Center article: Generate a Lucid Support PIN.In the meantime, there are two potential workarounds you could try:Make a copy of your document from the document list: Go to your main documents dashboard (lucid.app/documents), find thedocument, click the three dots (more options menu), and select Make a copy.Check Revision History (if accessible): If you are able to access your Revision history in the document,you might be able to restore to a previous working save point.Thanks in advance for your help and patience!

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