+1one of my lucidchart file can not be opened.
i have no problem open this particular file. i have no problem open other lucidchart files.
i am an enterprise user. i contact customer support. i tried import, i tried duplicate. none of them works
i can operate this file three days ago. the file contains 3 months of design(10+MB). please help
Best answer by Ambar D
Hi
In an effort to protect your privacy, I have removed your document URL and ticket link from your post. I can see that you have a private support ticket open for this, and it appears that our developers and support staff are taking a closer look at this issue. They will be best equipped to continue helping through the private support ticket.
Since this deals with personal account information, I am directing this back to our support team so they can continue to get you taken care of. The team works through tickets in the order they are received, and you can continue to expect a quick response to your email associated with your Lucid account. Please refer to that email for further correspondence.
+19Hi
Thank you for reaching out, and I understand how concerning it must be to suddenly lose access to a file you’ve been actively working on—especially one that contains three months of important design work.
Since you’ve confirmed that you’re able to open other Lucidchart files, you’ve already tried duplicating and importing the file, and this particular file was fully accessible just a few days ago, it sounds like this may be related to the file size or potential corruption during a recent autosave.
Here are a few steps we can try next:
Open the file in Incognito/Private Browsing mode to helps rule out any browser cache or extension conflicts.
Check Version History (if accessible). If the file opens partially, try going to File > Version History to revert to an earlier version that may still be available.
Clear browser cache and refresh the session. A full cache clear followed by a browser restart can sometimes resolve session-related access issues.
You can also check out these tips here: Troubleshooting: Lost documents or work – Lucid
It would also be helpful to provide the following information for support here: Submit a request – Lucid:
I hope this helps.
+1since i am not able to open the file, i do not have access to the version history . all the website gives me is this
Message: Our servers experienced an error. We apologize for the inconvenience.
Flow ID: 4c60acaaa91d3187
Time: 2025-06-08T15:18:09.423Z
it is a 404 error !
i tried 3 different computer already, cognito as well. i am able to login and open other files.
the support ticket has been going on for 4 days now. here is the request number , where it contains all the information.
here is document url
please help me to recover the previous version, if it is a file save corruption
i can not believe this happens. and the case has been dragging for 4+ days without resolution.
+10Hi
In an effort to protect your privacy, I have removed your document URL and ticket link from your post. I can see that you have a private support ticket open for this, and it appears that our developers and support staff are taking a closer look at this issue. They will be best equipped to continue helping through the private support ticket.
Since this deals with personal account information, I am directing this back to our support team so they can continue to get you taken care of. The team works through tickets in the order they are received, and you can continue to expect a quick response to your email associated with your Lucid account. Please refer to that email for further correspondence.
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