Hey Mike

Thanks for posting in the Lucid Community! Could you try opening your document in a private or incognito window to help us narrow down the potential cause? Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility. For help with opening an incognito window please see this community post (in English).

Let me know how these go--if the issue persists I'd be happy to look into this further

i tried this with no VPN and incognito - it behaves the same

Hi Mike 

Thank you for trying those! Would you care to try this in a different browser as well as on a different device? Because your coworkers are able to open successfully this makes me think the browser or device settings may be causing interference with the connection to Lucid. 

Thank you for your help and patience so far! 

used google chrome mainly.  i just tried MS Edge and it is the same behavior--thank you

Hey Mike

Thank you for the reply and trying those steps. Were you also able to try a different network and device? 

Thank you again for the help and patience! 

Same device.  let me get through a few meetings upcoming and I'll try another--thanks for the

help thus far..

No worries Mike!

Hi Phillip.

I was able to open the link on my personal MAC.  It opens fine and is usable.

using safari

Hey Mike

Thank you for the reply and glad to hear this works for you! As this is the case you will want to check in with your internal IT team and have them check on extensions or a firewall that could be interfering with the connection to Lucid from your work computer. They should be able to get you squared away