Lucidchart documents are not saving

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!

I have been using the free plan for a couple of months without issue.
Now when I open either of the both the two boards I have, the Save icon just spins, I only see the Notes icon on the left menu (no other options), and I can’t edit anything.
I have run through all the suggested options. I have this issue at my place of work, at home, across three different browsers, and two different laptops. If I create a new third board, it doesn’t have any issues.
Any help would be appreciated.
 

Hi ​@dmastick, thank you for adding to this thread and I’m sorry you’re having a hard time loading your documents. I’m happy to help!

Can you please send a Technical Support PIN for your account? This will allow me to take a closer look at the issue you’re experiencing. Please navigate to your Account Settings to generate this PIN. For more information on generating a Support PIN, check out this Help Center article. You can share this PIN directly within this thread since it is only accessible by members of our Lucid support team.

​@Ambar D  I was able to use the “Make a Copy” menu option and edit the copies as normal. I then deleted the originals.
This seems to show that it’s not my connection or a specific laptop but something on Lucid’s end. Everything is working as normal with the copies.
 

Hi ​@dmastick, thanks for your reply. I’m glad to hear that things are working normal in the new copies. Sometimes performance issues can be isolated to specific documents and making a new copy can help, so I’m glad that trick worked for you!

Are you encountering any further issues or do you have any further questions? Happy to keep helping here as needed!

hi, i have one Lucid doc that keeps failing to save, i’ve tried following the advice such as copying to a new doc, using incognito mode etc but still having issues. Interestingly some changes it will save but then it starts not saving again. I feel it might be because its a large document albeit not massive, i’ve tried to remove some elements but its not letting me as it won’t save. i’ve run a performance report that i can share. Any help please? Other docs are fine, its just this one

Hi ​@SarahBarberExperian, I’m sorry you’re having trouble saving your documents. I’m happy to help! 

A few things to try here first - 

• Are you able to see your work in the docs list? If you can see your work from the docs list, but it’s gone once you open your document, then check out this Community post. 
• If you have access to the feature, you can also check the revision history to see if the changes are there. Please see this article for information on how to restore from a previous version.
• It is 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.
• If you have not yet lost the work and your Lucidchart document continuously shows "saving", it is important that you do not close your document, refresh your browser, or restart your computer until your work is saved. To proceed with your work, you can copy the content of your document to another Lucidchart document by following the steps in this article.

If the issue persists, please provide as much of the following information as you can:

• A screenshot of any error messages you’re receiving.
• 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.

​@Ambar D i can see my work in the docs list and its still there when i open it. I can see the Revision history which shows the last save but this doesn’t include the most recent changes. The issue has been noticeable on 1 / 2 documents now but others appear fine (eg open them and make changes straight after one of these not saving)

When i open the doc it may let me make some changes such as adding a shape to the diagram or updating text and i’m watching after each change to see if it saves. Some changes seem to get stuck and it doesn’t save - i first get an error: Attempting to save, its taking a little longer than usual to save and then eventually it just says: “We Couldn’t save your changes. Check your connection or try troubleshooting the issue” - once this shows the  cloud icon at the top has a line through it and it doesn’t seem to even retry to save so i have to reload it / go out and back in again to try making the change again. example time: 15:12 UK BST, make edits and save attempted/failed at 15:13/15:14 UK BST. 

Thank you ​@SarahBarberExperian for that additional information. 

When document looks like this at the top with the cloud icon showing a line through it, you’ve entered offline mode. When working offline, your browser stores the changes you make. When you reconnect to the internet, your browser’s cache syncs with Lucid and saves the changes you made while offline. You can verify changes have been saved by checking the saved status at the top of the editor. When your document goes into offline mode, it’s important to leave your document and browser open until you are reconnected to the internet, even if you are done making changes. Otherwise, your edits will not be saved. 

I suspect that refreshing or leaving your document while offline may have caused a few of your changes to not be saved. 

If you encounter this again and your Lucid document continuously shows "saving" or switches into offline mode, it is important that you do not close your document, refresh your browser, or restart your computer until your work is saved. To proceed with your work if this happens again, you can copy the content of your document to another Lucidchart document by following the steps in this article.

I’d also recommend that you try connecting to a different network or disconnecting from your VPN (if applicable). Let me know if the issue persists!