Hi May! Thank you for posting about this problem. I looked into our logs associated with error code CE014, and I can see that it has happened many times over the past several days. Sorry that you and your coworkers are running into this problem!

Could you help confirm a few things for me?

In our logs, the only Canvas URL that I see that is experiencing this problem is https://canvas.ust.hk. Can you confirm that this is your Canvas instance? If it is, I suspect there might be something unique about your Canvas instance, because we do not see this problem happening with any other Canvas instances. This problem seems to happen when our Lucid servers attempt to communicate with that Canvas instance using the Canvas Advantage API; this may be helpful information for admins of your instance who are involved in investigating this problem.

Can you also confirm whether or not you or anyone at your institution has been able to use the Lucid for Canvas app before the problems started happening a few days ago? In particular, it would be helpful to know if other features in the app are working, such as embedding a document into the Rich Content Editor in Canvas. Additionally, if anyone has been able to successfully use Lucid as an External Tool on an assignment (this should be the feature that is experiencing those CE014 errors), that would be helpful to know as well.

@Stephen Rollins  Thank you for your response. Indeed, we are using canvas.ust.hk. This integration provided by Canvas is a recent addition, and we have just begun exploring its functionalities. While inserting via the Lucid icon within the Rich Content Editor works smoothly, we are encountering challenges only with inserting into Assignments through the External Tool. As of now, no one has been successful in using the External Tool for insertion.

@Stephen Rollins In fact, our actual domain should be hkust.instructure.com. Could you please verify if the integration is linked to hkust.instructure.com instead? I'm curious if this could be a potential factor causing the issue.

We are working with Instructure to see if they can identify anything about your Canvas instance. I do not see any record of hkust.instructure.com in our logs. It seems like both domains point to HKUST’s central identity provider, so they definitely are both real domains, but I can’t determine anything beyond that. I will provide an update when Instructure is able to find more information.

@Stephen Rollins 

Just checking if there is any updates on the issue?

Hey @MayTse You are adding the assignment correctly.  These videos walk you through how to embed collaborative activities and how to send out templates to each students in assignments.  

• How to embed collaborative Lucid activities into Canvas
• How to send out Lucid assignments to students in Canvas

The issue you have reported only seems to be impacting Canvas instances in the APAC region.  Our team is currently looking into this issue and we will make sure to add an update to this community thread once it is resolved.  

Hi, 
I am also encountering the message “Our servers experienced an error. We apologize for the inconvenience. (Error Code: CE014)”. I am in the Philippines, the Lucid integration is with the Canvas account at University of Santo Tomas.

Will this issue be resolved before the first week of September? I have created a Canvas assignment asking students to collaborate within separate groups using the integration with Lucidcharts. The chart uses the Strategyzer Business Model Canvas template. I just spent 4 hours designing and configuring an assignment around your integration, it’d be a waste of a half a workday to just junk it because it doesn’t work in our country.

If this integration issue will not be resolved by the start of September, could you give me an expected date?

I look forward to your response.

Truly,

JJT

@MayTse @misterjacksonust I just got an update from our team working on fixing the issues you are experiencing.  A fix should be in place by September.

Hi Ms. Vanessa,

I thank you for the response. I am really looking forward to showing my students Lucid during our discussion of the Business Model Canvas.

Truly,

JJT

@Stephen Rollins @Vanessa C101 I’m still encountering this issue and I’m unable to embed a Lucid document into a Canvas page. Its now September, is there any updated timeline on when the fix will be applied?

I gave up on the integration with Canvas. Too much worrying on something they haven't perfected.

Hi @misterjacksonust, thanks for adding to this thread! I’d be happy to help you with the issue(s) you’re experiencing, would you mind sharing some additional information about what you are seeing? 

OK. So we have just come across this problem but strangely it is not on all devices. Looking at the console error it suggests there are problems with the token.

Both students had not accepted the user agreement because the embedded iframe with the agreement was not showing in Chrome. We resorted to Edge which allowed them to accept the integration.

For one student it is now working but the other still not so.

Any updates would be gratefully appreciated

Thanks

Hi @gideonwilliams, thank you for continuing this thread. I have created a ticket from your post and will be reaching out shortly to gather more information about your issue! 

Hi @allisonhughes, sorry you have not recieved a response yet! I spoke with our teams and it sounds like the fix for this bug is still in progress. I 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 everyone! 

It sounds like I was mistaken and the fix for this bug was released!  I apologize for any inconvenience that this may have caused. Please let me know if you continue to experience issues or have further questions.

@Kelsey Gaag

Thanks for your information.

While testing the new fix in Canvas, I noticed a broken link for "Create a Lucid Assignment in Canvas." when clicking on the Lucid (Whiteboard) from the navigation. I kindly request that this link be updated

Thanks.

Hi @MayTse, 

Thank you for bringing this up! I brought this issue up internally, and it sounds like this issue should be fixed now!  Please let me know if you continue to experience issues or have further questions.

Morning @MayTse 

We are getting this error with a couple of students at the moment. Based on this thread, I have recommended that they try another browser (Edge if they have it - a lot of Mac users). Crossing fingers and toes that this works. Shall keep you posted.

Cheers Sue

@Sue Hickton 

Thank you for providing your insights. However, the error we previously reported was not related to browser access but rather a regional issue spanning across the Asia Pacific region. Lucid has already implemented a fix for the problem I reported. I recommend that you create a new ticket for your issue so that they can address the loading error you are experiencing.

Hi @Su-Hui C, 

Thank you for your reply! To add to @MayTse’s reply, can you provide some more details about the issue you are experiencing? This was a bug that should be resolved now, if you are still experiencing the issue, we want to make sure it gets resolved for you! What browser are you seeing the issue on? 

Hi all, have the issue in the attached image below is resolved as we still encounter it in our Canvas instance. Additionally, at the first time when I have integrated Lucid into Canvas LMS, I can access Lucid directly from course navigation but now it will redirect me to outside of Canvas. Could you please advise me why this happens? Thank you. 

Hi @Linhlee, 

This error has been reported to our development team. I apologize for any disruption this may cause, and I will update this thread with any new information. 

In the meantime, could you please try connecting your Lucid account via Canvas 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)?

If those don’t resolve the problem, can you please send the following information so I can take a closer look?

• What is your role for this Canvas Course (i.e. Teacher, Admin, Faculty, or Student)?
• What Canvas environment are you using (Canvas Beta, Canvas Test, or Canvas Production)?
• Could you confirm if the issue persists on an alternate browser?
• Could you send a screenshot of the associated Javascript Console output? 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).

Thanks in advance for your help and patience. Please follow along on this thread for updates, and post any additional questions or concerns below.

Hi ​@Ambar D  I will ask our teachers to do according to your advice and feedback to you soon. In the meantime, could you please advise that now we can’t access Lucid directly from course navigation on Canvas? As I see an explore Lucid button, when I click on it, it will navigate me to the new tab instead of being in Canvas. Thank you.

Hi ​@Linhlee, thank you for following up! Would you consider sharing a screen recording of your experience so we can take a closer look at the issue you are experiencing? 

Additionally, I wanted to share the following troubleshooting steps if you are still seeing the error code we discussed above. (Error Code: CE007) Please try the following steps:
1. Close your current browser tab.
2. Go back to your Canvas tab and refresh the page.
3. Reopen Lucid in Canvas and you should now be connected to Lucid.

Thank you for your help and patience as we work to resolve this!