How come my Lucidchart documents aren't saving?

I was under the assumption that your work gets auto saved are you refering to publishing a lucid chart and saving it as a publish chart or just saving as you go. I thought that Lucid auto saves every few minutes. is there a place to set this setting time frame?

Hello Suleiry

Thanks for adding to this thread!

You are correct - documents are auto-saved on a regular basis. The information shared above does not refer to published documents.

Saving issues in Lucidchart and Lucidspark are rare and most of the time are due to an unstable internet connection.

We currently do not have a way to customize the auto-save feature. If this is something you would like to see in Lucidchart, please share this idea in our Product Feedback space to let our Product Managers know!

I having continusly issues with the saving. Non of my documents is saving in the cloud. Documents which are shared with me or documents I created. This happens in different locations (internet providers) always the same issue. Other of the team don’t have the issues as well. They are on the same internet. Please can you help?

Hi @triplesdata, thanks for adding to this thread! Could you try opening your document(s) in a Chrome incognito window. Doing so disables extensions and clears cache and cookies, which often improves performance. This may also help you identify an extension causing an issue with Lucid performance.

If the issue persists, can you please share a screenshot of the error message you’re receiving? I appreciate your help and patience! 

@Amelia W . I’m also having trouble saving online, and I’m fully connected on a stable network. I suspect there is a technical reason on our network and was hoping you might be able to provide any information as to specific ports and protocols that should be allowed. 

Thanks

-Sam

Hi @salexander22, thanks for adding to this thread! Have you attempted to open your document(s) in a Chrome incognito window? Does the issue persist? I would also recommend attempting to open your documents on another network, just to allow them to save in the meantime.

Would you mind sharing a screenshot of the error message you’re receiving and 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).

I appreciate your help and patience! 

I receive a message that I am working offline, though I am connected to a network. I cant save my work nor export it. I am not able to open an incognito window since my computer have restrictions. What can I do?

Hi @Lotta, thanks for adding to this thread! I would recommend attempting to open your documents on another network to see if there is something in your Network that is blocking Lucidchart. This might also allow your documents to save in the meantime.

If the issue persists, can you please send 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).

I appreciate your help and patience! 

How do I get help with troubleshooting this issue.  I have a number of files, that each contain several pages which just time out when I try to access them.  I have tried in-cognito, I have a 1gbs internet connection.

Hi ​@werner.kasselman, thank you for adding to this thread! Can you confirm the browser that you are using? I would also recommend using a different internet connection, just to rule out any potential network interference.

If the issue persists, can you please share a temporary Support PIN for one of your documents that is experiencing this issue? 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.

Hi ,

I am on a stable Network bit still not able to save (autosave) .Tried restarting also . Any Ideas ? 

none of Lucid documents are saving.

It first gives  below msg and ask to relogin ,tried relogging multiple times but on next page it says not able to Save.

-Amit 

Hi ​@amit.gupta2,  thanks for posting your question in the Lucid Community!

Can you confirm if you’re using a VPN? Could you try 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.

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

• 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).

Thanks in advance for your help and patience!