Hi ​@mallozzi, thanks for posting in the Lucid Community! I’m sorry that you’ve lost work and I’m happy to help try and recover things. 

A few things to try first:

• Can you try opening the document in a Chrome Incognito browsing session? This often improves performance by starting a fresh cookie session and disabling your extensions.
• If you can see your work from the docs list/home page, but it’s gone once you open your document, I suggest checking if your work is on another tab of the document as seen in this Community post.
• It is also worth noting that saving issues are often related to an unstable internet connection. You may want to look at your internet connection to confirm that this is not a factor.
• Can you double check that you're in the correct account and the correct document? Sometimes users will use single sign on while signed into a different email account, which can often produce errors. I suggest that you make sure you've checked any and all Lucid accounts that might be under your email address(es). 

If you’re still encountering problems finding your work, would you mind confirming whether you lost work within one specific document, or across multiple documents in your account? Were you working within a Lucidchart or Lucidspark document when you lost your work?

Thank you Amber for the reply. I tried opening the document in an Incognito browser window, and the work was not there at that point or in the revision history. There are several revisions that should show that work as it progressed. 

This was work on one particular tab of a multi-tab document, so I am already viewing the different tabs. I have checked the other three tabs, and they are as they were many days ago, which is correct. I lost all my work that was done on the 4th tab of the document.

This problem occurred only in one tab of one document. This was a LucidChart document.

I will add that overnight, my computer took it upon itself to reboot, and when I opened Chrome, I had it restore my browser session. I don’t see how this would affect the revision history of the document, though. But it could have a role in what happened.

Thank you for your help.

Richard

Hi ​@mallozzi, thank you for trying those troubleshooting steps and for providing this additional detail. 

Can you please send a temporary Support PIN for this document? 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. Your PIN can only be accessed by members of the Lucid support team, so it is safe to share within this thread.

Would you be willing to provide as much of the following information as you’re able? This will help me to take a closer look on my end.

• The time (and time zone) you opened your document to begin editing.
• The time you finished editing and closed the document.
• Which edits were not saved.
• A detailed account of the time frame when you noticed your edits were not saved. 

Sorry for the hassle here as I continue to look into this! 

Hello Amber,

I appreciate your efforts. The Support PIN is duIm40ne2vkNC3107316837

Here are some details of the usage:

• I am in the Eastern US time zone
• The edits were all on Page 4 of the document. No edits were made to the first three.
• I don’t remember exactly when I started editing, but I can confirm based on my Google search history that I was very actively editing between 3:00 pm and 4:30 pm Eastern US Time, Wednesday March 26
• I left the browser window open with the workspace
• I am pretty sure I looked at it an hour or two after that, without editing, and everything was there.
• Overnight my computer (Windows 11 laptop) restarted and I believe did a BIOS update
• In the morning of March 27, Chrome informed me that it had not shut down properly, and offered me the choice to restore browsing windows. I opted to do the restore
• Sometime later in the morning I went to the workspace and discovered that the work on Page 4 was missing. It was blank.
• I compared all the versions saved in the revision history during the time I was editing, and they all had Page 4 blank.
• As of today (March 27), approximately 11:30 a.m., I began some new editing on Page 4. It appears to be saving this work in the revision history.

Hi ​@mallozzi, thank you for that detailed information and for your PIN!

I’m taking a closer look at your document and raising this internally, and I will get back to you as soon as possible with more information.

Thank you Ambar. I am mostly done recreating the lost work, so this is not an immediate issue anymore, but it is a big concern going forward that there is potential for this to happen.

I am rather suspicious that the Chrome restore had something to do with the losing of the work, though admittedly it is difficult to understand a mechanism for it to affect the revision history.

Hi ​@mallozzi, thank you for your reply. After looking closely at your document and discussing with our support teams, we believe this issue was caused due to your document not being fully saved prior to the time that your computer reset. 

It seems that at the time your computer reset, your document may have been in offline mode, which enables automatically when you are not on an internet connection. Normally when reconnecting to the internet, your browser’s cache syncs with Lucid and saves the changes you made while offline. In this case the computer restart overnight, coupled with the restarting of Chrome in the morning, likely did not allow your edits to sync and your changes to be saved. 

I can understand your concern in ensuring that this does not happen again. My recommendation is to always verify your document is saved before closing the document, refreshing/restarting the browser, or restarting your computer. You can verify that your changes have been saved by looking at the icon at the top of your page.

I am truly sorry we’re unable to recover your work, but I hope this helps to ensure that future work will be fully saved. Please let me know if you have any other questions. 

Thank you so much Ambar, this information is very valuable and restores my confidence that I can avoid losing work in the future. You solved the most important part of the problem for me, which is understanding how to prevent this. Thank you!

Hi ​@mallozzi, that’s great to hear. Please don’t hesitate to reach back out if you have any further questions about this, happy to help!