Hi @Dave Knowlton FP, thanks for reaching out to the community! There are a few specific things worth trying when experiencing slowness:

• Can you try opening your document in a Chrome Incognito browsing session? This often improves performance by clearing your cache and cookies and disabling your extensions.
• Would you mind connecting to a different network or disconnecting from your VPN (if applicable) to rule out any connection or security issues?
• Having many page tabs, large canvases on each tab, and a high number of shapes on each canvas all increase the time it takes to load and update when changes are made. If you are working on a very large document, you may consider breaking it into several smaller documents to improve performance.

If the issue persists, please send the following information:

• A screenshot of any error messages or pop ups that appear.
• Is this occurring with all of your documents or just one?
• A description of any document or other changes that happened leading up to this slowness.
• 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).

Thank you for your help and patience!

Hi,

I’m having similar issues with slowness, unable to login due to time out errors, images not loading, etc. Sometimes when I am able to login, none of my documents are listed. Often when I am on a working document, changes are not synced. This is occurring for many users within our organisation, limiting our ability to work on some days. 

• Is this occurring with all of your documents or just one?
  • All documents
• A description of any document or other changes that happened leading up to this slowness.
  • Can often occur with a new browser or if I’ve left a lucid open for too long
  • When I try to open again, error/time out
• Currently using Microsoft Edge, but also occurs when using Chrome

Hi ​@LamG, thank you for posting in the Lucid Community and for proactively sending those screenshots!

Since this deals with performance issues that appear to be unique to your account, I’ve converted this request to a private support ticket. The team works through tickets in the order they are received, and you can expect a quick response to your email associated with your Lucid account. Please keep an eye out from an email from us!

In the meantime, the Basic troubleshooting  and Troubleshooting: Performance and live collaboration articles from the Lucid Help Center may be helpful to review. If those articles are not helpful, you can still expect a quick response to your email associated with your Lucid account. Our support team will be happy to investigate further!