So for the past 4 weeks, Lucid has been freezing for 15 seconds every 60 seconds on my Mac. Everytime Lucid backs up, the system freezes. These are all of the things that I’ve tried that have proven unsuccessful:
Cleared cache (twice
Disabled extensions
Updated browser (Chrome)
Updated OS
Restarted computer
Restarted router/internet connection
Checked storage space
Things I am not allowed to do because I’m using a company computer
User browser other than Chrome
Use incognito window
I am not experiencing any freezing, crashing, lagging or general problems with other apps or programs. Video is running perfectly. I absolutely cannot figure out what the problem is. Any advice from the community. This is an absolute nightmare.
Best answer by Leianne C
Hi @Christina W, thank you for sharing that information and sorry for the trouble. It sounds like the issue may be related to the content of the board along with your specific device. I’d love to take a closer look at the issue on my end.
If possible, can you please share a Technical Support PIN for your account AND a temporary Support PIN for this problem-board? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating the Support PINs, check out this Help Center article. This Support PIN doesn’t allow anyone but Lucid Support to take a look at your document, so you are safe to post it here. (You are welcome to DM it to me as well)
Please let me know if you’d prefer me to move this conversation to a private support ticket instead. If you have any questions, please let me know. Thank you!
Hi @Christina W, thank you for posting in the community. To confirm, is this happening when you access a specific document or does it also happen when you open a new blank document? Is this happening to other users in your company as well?
This information will help us take a closer look at the issue your’e experiencing. Thank you and please let me know if you have any questions!
It appears, but I cannot be certain, that this trouble existing on this one board, That said, we have copied content into a new board and the issue continues. Is it the content?
If I’m on another board while the problem-board is auto-saving, the whole system freezes.
When the problem-board is in a fixed state, where no new content is being added and no auto-saving is happening, there are no issues on other boards.
Hi @Christina W, thank you for sharing that information and sorry for the trouble. It sounds like the issue may be related to the content of the board along with your specific device. I’d love to take a closer look at the issue on my end.
If possible, can you please share a Technical Support PIN for your account AND a temporary Support PIN for this problem-board? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating the Support PINs, check out this Help Center article. This Support PIN doesn’t allow anyone but Lucid Support to take a look at your document, so you are safe to post it here. (You are welcome to DM it to me as well)
Please let me know if you’d prefer me to move this conversation to a private support ticket instead. If you have any questions, please let me know. Thank you!
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A Lucid or airfocus account is required to interact with the Community, and your participation is subject to the
Supplemental Lucid Community Terms.
You may not participate in the Community if you are under 18. You will be redirected to the Lucid or airfocus app to log in.
