Mindmap hangs while collapse or expand nodes

Hi ​@kvenkatbe, thank you for posting in the community! To help us narrow down the potential cause of the issue, could you please try the following troubleshooting step?

• Try this in private or incognito window. For help with opening an incognito window, please see this community post (in English).

This Basic Troubleshooting article from the Lucid Help Center also has some helpful steps you can try. 

Please let me know if you see any improvements after trying the steps above, or if you have any questions! 

Hi...Thanks for responding !

I tried opening the same mindmaps in the incognito window (Google chrome) and I still see the issue occurring. Whenever I tried to expand or collapse a node in the mindmap, the diagram becomes unusable (nothing happens when I click on the mindmap). I am unable to use the mindmap if I want to expand or collapse nodes and I had to refresh each time to use it. If required, I can have a screen sharing session and show the issue. It would be great if there is a solution for this problem very soon.

Hi ​@kvenkatbe, thank you for giving that step a try. Could you please confirm if this is happening to a specific document? Does it happen when you try to add mindmap shapes in a new blank document?

If the issue is document specific, can you please share the temporary Support PIN for this document? This will allow me to take a closer look at the issue you’re experiencing.

For more information on generating a Support PIN, 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.

Let me know if you have any questions, thank you!

Hi,

Thanks again for replying.

This happens for every mindmap document I create in lucidspark or lucidchart. I have tried with both using blank board and also with templates, this happens for both the cases. I have added the pin for one such document where you want to have a look. 

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Hi ​@kvenkatbe, thank you for sharing the support PIN! Taking a look at the board you shared, I am able to reproduce the issue when trying to collapse a node with many branches and siblings attached -- is this the same behaviour you are seeing? 

The cause of the issue is likely the size of your mind map as it does appear to be quite large. Utilizing a very large canvas space and having a high number of shapes and freehand drawings on each canvas increases the time it takes to load and update the board when changes are made. If you are working on a very large board, you may consider breaking it into several smaller documents to improve performance.

Could you please try disabling WebGL and let me know if you see any improvements after trying this? This can be done by selecting View > Rendering > Use WebGL and un-selecting this option.

I hope this helps! Please let me know if you have any questions. ​​​​​

Hi,

Thanks for your response. Yes indeed they are very big mind maps. I may not be able to split them into multiple documents. Hope I get a fix for this soon. Please keep me posted when this issue is resolved.

However, I tried your workaround and it works. I tried to limit the canvas size and also disable WebGL rendering, they dont stuck when I do this. 

Hi ​@kvenkatbe, thank you for confirming that disabling WebGL helped improve the experience! I’ve shared this behaviour with our development team for investigation. 

In the meantime, I would recommend splitting it up any large mind maps where possible or disabling WebGL to help continue your work. 

I’m sorry for any inconvenience this may cause. Please let us know if you have any questions! 

Hi ​@kvenkatbe, I’ve heard back from the development team and we would love to take another look at your board to investigate. 

Since the previous PIN has expired, would you mind sharing a new support PIN for the example board to help us further investigate? 

Thanks in advance for your help! Please let me know if you have any questions. 

Thank you very much for taking this up and solving it ! Kudos !!

It’s my pleasure ​@kvenkatbe! Please feel free to let us know if you have any questions or topics you’d like to discuss - we are here to help :)