+1I was facilitating a large workshop using a Lucidspark board that was prepopulated and midway I got a message “ Our servers experienced an error. We apologize for the inconvenience.” I tried reloading in a new tab, new incognito window but see the same error !
I am the owner of the document so its not a sharing issue
Help !
Best answer by Amelia W
I’m glad to hear that this copy is working for you! I’ve passed the information onto our engineers who can investigate further into what caused this issue on the original board. I will convert this post into a support ticket so that I can provide additional updates as I receive them. However, I would recommend using this copy and sending it out to your participants, so you can continue your work in the meantime.
One thing worth noting, to optimize performance during your workshop, if you have more than 100 collaborators actively participating on the board, or more than 200 users just viewing the board, it’s worth splitting your collaborators into multiple boards, by making additional copies or using Breakout Boards.
+9Hi
Attempting to open your Lucidspark board in an incognito window is a great first step! It’s also worth trying another browser as well, if your internet does not seem to be the cause of the issue. But if the issue continues to persist, please let me know!
+1Hi,
No VPN used and no Network issues. I was midway through a workshop when this happened, I am using Chrome. Same thing happens on Safari .Note : I tried and can open other Lucidspark documents
This appears to be an error on the Lucidspark side. Please help as I have ongoing workshops
Thanks
Aruna
+9Hi Aruna, thanks for confirming that information for me. Can you please send a temporary Support PIN for this board? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating a Support PIN, check out this Help Center article.
+9You can generate a PIN from the Documents Page, without opening the board itself. Let me know if you run into any trouble with this process!
+9Thanks for generating that PIN! I will take a closer look at your document. Just to confirm, another user was able to open this document that is not loading for you?
+1Actually the document was already open for my colleagues tab but reloading gives him the same error as I reported. I dont think this issue is related to the user but to the document itself
thanks
+9Ok, gotcha. That makes sense, thanks for clarifying that for me! I will update this thread as I learn more.
+9Hi Aruna, would you mind creating a duplicate of the document from the Document page? This will help us determine if there is an issue with the document itself or if there is something in the document that is causing this error.
If the issue persists in a copy of the document, would you be comfortable sharing a screenshot of your Javascript Console when you attempt to open the document? 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).
+1Hi Angela
I created a Duplicate and that has the content in the original doc.
The issue is we have shared the original doc link to our participants so it would be great if we could get the original document to work
thanks
Aruna
+9I’m glad to hear that this copy is working for you! I’ve passed the information onto our engineers who can investigate further into what caused this issue on the original board. I will convert this post into a support ticket so that I can provide additional updates as I receive them. However, I would recommend using this copy and sending it out to your participants, so you can continue your work in the meantime.
One thing worth noting, to optimize performance during your workshop, if you have more than 100 collaborators actively participating on the board, or more than 200 users just viewing the board, it’s worth splitting your collaborators into multiple boards, by making additional copies or using Breakout Boards.
+1Hi Amelia
We had 25 to 30 participants only. Are there published Lucid guidelines such as the one you mentioned? That will be helpful
Regards
Aruna
+9
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