I sometimes get the above popup (that cant be removed) while the connection is perfectly fine and no other issues (that I know of). How can I resolve this issue?
Solved
How to resolve "Something went wrong. Check your internet connection..."
Best answer by Ria S
Hi
Thank you for reaching out and sharing the details of this issue. While it sounds like your internet connection is stable, this message can occasionally appear due to other factors affecting connectivity between your browser and Lucidchart. Here are some steps you can take to resolve the issue:
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Try refreshing the page (Ctrl+R or Command+R) to see if it re-establishes the connection. This often clears temporary glitches.
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Cached files or cookies may occasionally interfere with Lucidchart. Clearing your browser cache and cookies might help resolve the issue.
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Ensure your browser is updated to the latest version, as older versions may encounter compatibility issues with Lucidchart.
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Open Lucidchart in an incognito or private browsing session to check if extensions or plugins are causing the issue. If the popup doesn’t appear in incognito mode, try disabling extensions one at a time to identify the culprit.
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While your internet connection seems fine, network settings like firewalls or proxies might disrupt connectivity with Lucidchart. If possible, test on a different network to rule this out.
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If the issue persists, capturing your browser’s console logs can help identify the root cause. Feel free to share the logs with the support team here to investigate further: Submit a request – Lucid.
To access console logs:
- Press Ctrl+Shift+J (Windows) or Command+Option+J (Mac) to open the developer console.
- Screenshot any errors or messages that appear when the popup is displayed.
Please let me know if the issue continues after trying these steps.
I hope that this is helpful.
+20- Lucid Legend Level 9
- Answer
Hi
Thank you for reaching out and sharing the details of this issue. While it sounds like your internet connection is stable, this message can occasionally appear due to other factors affecting connectivity between your browser and Lucidchart. Here are some steps you can take to resolve the issue:
-
Try refreshing the page (Ctrl+R or Command+R) to see if it re-establishes the connection. This often clears temporary glitches.
-
Cached files or cookies may occasionally interfere with Lucidchart. Clearing your browser cache and cookies might help resolve the issue.
-
Ensure your browser is updated to the latest version, as older versions may encounter compatibility issues with Lucidchart.
-
Open Lucidchart in an incognito or private browsing session to check if extensions or plugins are causing the issue. If the popup doesn’t appear in incognito mode, try disabling extensions one at a time to identify the culprit.
-
While your internet connection seems fine, network settings like firewalls or proxies might disrupt connectivity with Lucidchart. If possible, test on a different network to rule this out.
-
If the issue persists, capturing your browser’s console logs can help identify the root cause. Feel free to share the logs with the support team here to investigate further: Submit a request – Lucid.
To access console logs:
- Press Ctrl+Shift+J (Windows) or Command+Option+J (Mac) to open the developer console.
- Screenshot any errors or messages that appear when the popup is displayed.
Please let me know if the issue continues after trying these steps.
I hope that this is helpful.
Hi
I see this message every day. That’s because when the computer goes to sleep and my organisation’s VPN closes, the connection drops. This message appears, with another one more specific to connection. When I wake up the computer and the connection returns, the message stays there forever, there’s no way to dismiss it (as we can do with other messages). The only way to get rid of the message is reloading the page, which I don’t want to do every time. The connection is perfectly fine! I can work on the file and save it normally.
Is it possible to auto-dismiss the message once the connection is reestablished, or to allow me to close / dismiss it?
+9Hi
Could you try opening Lucid 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)? For help with opening an incognito window, please see this community post .
Additionally, could you try to reproduce this behaviour in a different browser?
If those don’t resolve the problem, can you please send the following information so I can take a closer look?
- Let us know whether the issue occurs in the Lucid main page or in documents.
- A screenshot of the error messages.
- 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).
I appreciate your help and patience!
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