Hi ​@ssmith 

For performance related issues:

Here are some basic troubleshooting steps to try for Lucidchart/Lucidspark/Lucidscale:

• Search for related questions/issues in the Lucid Help Center and Community.
• Try opening your document in a private or incognito window to help us narrow down the potential cause. For help with opening an incognito window, please see this community post (in English).
• Try connecting to a different network and connecting to a mobile hotspot (if available).
• Disconnect 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.
• Clear cache and cookies.
• Update your browser.
• Try a different browser.
• Try a different computer/device.
• Try switching renderers/toggle WebGL (via CTRL+ALT+SHIFT+G).

Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards

​@Humas1985 

Hi Huma,

Thanks for the information, I do appreciate the response.

So far the best experience has been on my Macbook Pro using Chrome browser in incognito mode.

On the Windows platform using Chrome browser in incognito mode, the load is much slower and there is generally some unresponsiveness and then many Page Unresponsive - Wait/Exit pages dialog boxes.  After about 5 or 6 minutes of selecting the Wait button the page does load.  

The Windows laptop exceeds system requirements and is our corporate standard.  Getting Lucidscale to operate efficiently on Windows is the target.

No VPN.  Corporate internet connection - 170/30 mbps d/u.

Browsers are up to date.  Firefox was attempted with performance experience being worse.

WebGL

• Diagnostic page greenlit
• Chrome WebGL/WebGL2 = Hardware accelerated
• Turning off WebGL prior to loading model?  Not seeing this option
• I opened up one of the models that had a single document view and disabled WebGL and then tried re-opening it.  Experience was same with a very slow load time (5-6 minutes and a numerous unresponsive dialog boxes)(after reviewing the setting, it doesn’t appear to stick as WebGL was enabled after going through this process).

We are going through an evaluation period of Lucidscale to see how it could benefit our organization.  This is less than an ideal experience.

At the moment, I can’t even demo our production environments without experiencing issues.

thanks,

Scott

Hi ​@ssmith, thank you for your post. I'm sorry to hear that you've been having performance issues with Lucidscale models. To confirm, does this occur with specific models? Or all models that you open?

Do you see error messages or pop ups that appear when trying to load the model?

To help us take a closer look, could you please share a screenshot of the associated Javascript Console output after trying to load a model? 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).

Please feel free to let us know if you’d prefer to move this conversation to a private support ticket -- we are here to help!

​@Leianne C 

Hi Leianne,

Thank you for your response.  

To confirm, does this occur with specific models? Or all models that you open?

I have 9 other models, both of AWS and GCP environments, that open fine without issue.  These are smaller cloud environments.

Do you see error messages or pop ups that appear when trying to load the model?

During the load process on the larger environments where the issue is experienced, I will see numerous Page Unresponsive - Wait/Exit pages dialog boxes.

Please feel free to let us know if you’d prefer to move this conversation to a private support ticket.

Yes please, I would appreciate moving forward in a private support ticket as some of the related information will be sensitive.

I’ll be happy to update this community post if something appropriate is found.  Thank you!

Scott

Hi ​@ssmith, thank you for getting back to us with that additional information!  No worries - we are happy to move this conversation over to a private support ticket.

I am directing this to our support team to get you taken care of. The team works through tickets in the order they are received, and you can expect a quick response to your email associated with your Lucid account. Please refer to that email for further correspondence.