Hi ​@Megan Digweed-Davies, thank you for posting your question in the Lucid Community! Do you know at what day & time you noticed these performance issue starting?

Would you mind describing a bit more in detail what performance issues you and your colleagues are experiencing? Are you having trouble finding your work, opening documents, saving edits, sharing, or other? This will help me to take a closer look. Can you confirm that this is happening across many documents and not a single shared document?

Can you please send the following information so I can take a closer look?

• A screenshot of the issue

• A screenshot or description of any error codes

• 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)

Thank you in advance for your help and patience!

Hi Ambar,

We started getting reports in about 24 hours ago (25th Feb 08:30 ish). Main thing is extremely slow performance when using LucidChart, struggling to open documents, and when they do open, they freeze and lag. They get the page unresponsive error. It’s also causing big slow-downs to other tabs open. 

Photos attached. These are from 2 different users experiencing the same thing. We have multiple others reporting the same issue. 

Thanks, 

Megan

Hi ​@Megan Digweed-Davies, thank you for responding with that additional information to help me take a closer look.

Do you and your colleagues use a specific VPN by chance? Has your team recently added a chrome extension? Does disconnecting from your VPN or removing the extension fix any of the behavior?

Would you be willing to ask the admin of your account to get an account-wide Technical Support PIN to help me take a closer look.? For more information on generating this Support PIN, check out these steps. This PIN is only accessible by members of the Lucid Support team, so it is safe to share within this thread.

Thank you so much for your help and patience here!

Hi Ambar, thanks for coming back to me. The Support team have now reached out to me so I have sent the PIN to them. We don’t use VPNs, and no new extensions added. Thanks for your help! 

Hi ​@Megan Digweed-Davies, thank you for coming back to this thread to let me know! I can see that they’re getting you taken care of through a private support ticket. 

You can continue to expect a quick response to your email associated with your Lucid account.