Question

LucidChart consistently showing I'm offline - unable to work

  • 12 October 2023
  • 27 replies
  • 214 views

Badge +1

Hi all


Having an issue right now that's preventing me and my folks from getting some fairly critical work delivered. We're unable to do much of anything for client-facing materials that we usually export out of LucidChart because it perpetually says we're offline.



When clicking the "Offline" item in the menu bar it tries to tell my I'm accessing document revisions and I need to purchase a subscription (I have a paid premium subscription already).



Developer mode also shows a ton of resources 404ing



 


Comments

Badge +1

It's worth noting that I am trying this in multiple sessions and browsers. They all respond the same:

Userlevel 6
Badge +17

Hi Alexander thanks for your post and apologies for the trouble! To clarify is this the only document that this is happening to? If so can you please reply with the document support pin so that I can take a closer look?

Badge +1

Hi Micah

This issue is currently affecting every document. Just to confirm I've also:

- Tried other networks
- Am not connected to a VPN
- Have checked the developer tools console and sent information to support
- Have tried other browsers and incognito mode

Badge +1

Hi Micah

Is there any way to expedite this issue resolution or at least provide information? The Lucid support team so far has only sent me copy + paste responses that repeat the same steps consistently and we're quite worried that our documents are no longer durable and may be lost.

This is fairly mission critical P1 for us and not being able to talk to an actual person is really preventing us from getting any peace of mind.

Userlevel 6
Badge +17

Hi Alexander thanks for your responses. Since this is specific to your account and documents it will be best to continue to troubleshoot via the ticket that you've opened. I've sent you a new message there. 

I'm experiencing the same issue and can't download my files as usual. What was the fix for this?

Userlevel 6
Badge +17

Hi Kristal thanks for your post and apologies for the trouble. To clarify is this the only document that this is happening to? If so can you please reply with the document support pin so that I can take a closer look?

It's happening to all of my docs even in my doc library I can't edit file/folder names as it thinks I'm offline. hvdfL1VKiIzc

Userlevel 6
Badge +17

Hi Kristal thanks for your quick response! I am able to load the document successfully on my side so I do believe this is specific to your environment. Can you please let me know the following information so I can completely understand the issue?

  • Does the problem persist when you try a different network?
  • Are you using a VPN? If so does disconnecting resolve the problem?
  • Does the problem persist in other browsers?
  • Can you try accessing your account and loading a document in an incognito window? For help with this please see this community post.

Hi Michah 

I can load the doc but can't export it (or any others in my account). I'm having the same issue in multiple browsers and in and out of private/incognito mode. The javascript output shows the same 404 errors than Alexander experienced. 

 

Disconnecting from my VPN does fix the issue (thank you) but isn't really a sustainable solution given I work from home and need to be connected to the office VPN for other reasons. I've used LC for 5 years with exactly the same set up and it's only today that I'm experiencing this issue. 

 

Has anything changed at the LC end? When would I be able to use LC with my VPN connected again?

Userlevel 6
Badge +17

Hi Kristal thanks for your response. I see that you've also submitted a support ticket and are working with our team there - I'll defer to that conversation as it will be the best way to resolve this account-specific issue. Our development team is aware of the issue and we'll continue to work with you via email!

For anyone else experiencing this issue this was what the support crew said: "Our engineers are actively looking in to what might be causing this offline issue as it may be related to a change in the product as we release weekly updates to our product."

It doesn't appear to be an account specific issue :)

I also noticed today that all my documents started showing as offline despite having an internet connection. It seems to be related to my VPN disabling it temporarily causes the offline status to disappear allowing my documents to sync normally. Very annoying to have to do this manually though.

Userlevel 4
Badge +14

Hi @mike t101 thank you for continuing the thread. Could you please confirm if the issue persists when you try this in a private or incognito window?

If the issue not longer happens when disconnected from your VPN I would recommend raising this with your internal IT team as the issue may be related to your organisation's VPN or firewall settings. 

I can confirm that our engineering team is aware of the issue and we will be sure to update this thread as soon as more information is made available to us. Please feel free to let us know if you have any questions in the meantime. 

Badge

Lucid support team,

Are there any updates on the issue?  I am facing the same issue as others on this thread.  It is showing ‘offline’ although I am connected and it will not let me export.  Issue is on all documents and issue persists even in incognito browser mode.

 

Thank you.

Userlevel 5
Badge +13

Hey @oolivares -- from our end, we are unable to replicate the issue and it seems as though this is something users see on some networks/browsers/devices. Would you be able to try opening a Lucid document on a different device, on a different browser, and/or on a different network to determine if you continue to experience this issue?

Badge

Hello, I’m experiencing the same issue. I leave comments on a chart and they appear properly for me, but they are not being saved in the cloud, only locally. Other users cannot see my comments. The online indicator consistently says “Saved offline”.

This is occurring for me only in Google Chrome. If I leave comments in Safari, everything works as expected.

I tried clearing cookies and other app data in Chrome, but no luck.

Userlevel 5
Badge +14

Hi @atengel, thanks for reaching out! I’ve created a support ticket so we can take a closer look at what you’re experiencing - please refer to your email for further correspondence from our support team. Thanks for your help and patience! 

Badge

I’m experiencing the same issue which came out of the blue. No VPN, all documents, on all browsers...

Userlevel 5
Badge +14

Hi @Rowdy, thanks for posting in the community and apologies for the trouble! I’ve created a support ticket so we can take a closer look. Please refer to your email for further correspondence.

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Hello. It seems like a lot of people are experiencing the same issue, and it would be very helpful if there was a solution visible here.

I am experiencing exactly the same issue as atengel above on Chrome. The issue seems to resolve if I open boards in Microsoft Edge.

Userlevel 4
Badge +14

Thanks for commenting on this thread and apologies for the trouble, @ilovelamp. At this time, we're unable to replicate the issue you're experiencing. Since each user’s environment is different, we’ll need some additional troubleshooting to help narrow down the potential cause. 

If you haven’t already, could you please try this in an Incognito window in Chrome and let me know if you see any improvements this way? 

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Hi --

For the record -- we have a couple users who are having this same issue as well. When we uncheck the “save offline” box in a document, it does nothing. 

They have tried with and without the VPN, still the issue persists. we tried having them using an incognito window, clearing their internet cache, restarting their browser, and for some reason only specific users are having this issue.

 

Any update on this issue? we are in the process of opening a ticket with Lucid right now.

 

Please advise,

Thanks

Userlevel 6
Badge +17

Hi @Joshua.Kronick, thanks for your comment, and our apologies for the trouble! I’ve re-escalated this internally with our engineering team and will respond soon with additional information - in the meantime, does an alternative browser allow regular access without performance issues?

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Hi @Micah  -- 

Negative, using a different browser does not seem to resolve the issue. what’s weird is that I can login to Lucid via SSO and create a document and share it/embed it in a confluence page no problem and people can view it -- but when these 2 specific users try to share out lucid charts, it says they are in offline mode. so the document appears blank when people try to access it.

I’ve had him clear his browser cache, restart his browser, restart his computer, we’ve double checked our settings in the admin menu, and there is no option to turn off “offline mode” anywhere for this user and it’s only happening for a couple people. everyone else is able to work in lucid just fine and share documents, etc.

we’ve tried everything we can think of. my co-worker (i believe) already opened up a support ticket because we are stuck and this is a big blocker for the person who this is happening to as he is one of our Cloud Architects and uses Lucid for many facets of his role.

I can only imagine his frustration when almost everyone else can use the app without this issue but his profile for some reason is stuck in offline mode and we don’t know how to fix it.

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