Thanks for this info, but I’ve gone through these steps and still can’t get my live collaboration working. This is either when I share a document for collaboration or get an invite. I noticed my ability to toggle off/on cursers, invite people to me, or follow a collaborator is greyed out. This feels like some sort of setting/permission but I am admin to our account.

Hi ​@chrisherd, thanks for adding to the thread and I’m sorry you’re having trouble here. When sharing documents with collaborators and providing edit access, everyone can edit the document at the same time. If there are multiple collaborators actively on the same document at the same time, then the live collaboration tools become available. 

Notice in the document below, despite my edit access, a few options in this menu are greyed out and unavailable - including following a collaborator, inviting others to me, showing cursors, etc. This is because no other collaborators are currently on the document at the same time as me. 

When other collaborators do open their documents at the same time as me, I can then see their profile appear. Notice how now in the screenshot below, there is a yellow icon showing another collaborator is currently on the document. This then displays the options that were previously greyed out, making live collaboration tools available. 

Would you mind testing this with a collaborator by getting on the same document at the same time? You should then be able to see the live collaboration tools shown in the second screenshot above. If you are still having trouble, please let me know and I’d be happy to take a closer look!

Hey, thanks for responding to me Ambar with this helpful information. However, I know from experience on trying to collaborate previously, that I have had invitees on my board at the same time, and they and I can see the changes being made, but we can’t see each others cursors and other interactions on the board, there is almost always also a fairly large lag (maybe 30 secs or so) to seeing the updates.

Hi ​@chrisherd, thank you for those additional details. A few seconds of delay could be normal during live collaboration as all collaborator changes are being saved at once. 

Is the document you’re working out of very large? Sometimes very large documents with a lot of shapes, images, drawings, etc. can take a bit longer to load. Copying contents into a new board may help in those scenarios. 

Would you mind verifying that you and your collaborators all have edit access to the document? You can do so by navigating to Share > Manage > verify permissions for each collaborator. 

After verifying share permissions, ensure ‘show cursors’ is turned on as described here if you would like to see each other’s cursors.

Please let me know if these issues persist or if you have any additional questions!

Hi Ambar, the document we tested certainly isn’t large, and we have even tested the same on blank boards with the same issue. We have also ensured all users are setup as Edit as you suggest, and indeed tried two, and three collaborators but the same problem.

One last approach we did try was to check it was still a problem via a Incognito mode in Chrome, but same problem. We are all using Chrome and based in the UK.

If there is anything else I can share to help diagnose the problem, please let me know.

Hi ​@chrisherd, thank you for your response and for confirming those steps. I’m sorry that this is still causing issues but I’m happy to keep digging in here. 

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. This PIN is only accessible by Lucid support staff, so you can share it safely within this thread. Alternatively, you can share it via DM if you feel more comfortable. 

I know you mentioned that you are based in the UK. Is everyone interacting with/collaborating on the document based in the UK as well? Was the original owner of the document who shared it also based in the UK? I ask to confirm whether or not cross-collaboration between data regions may be causing some trouble. 

Thanks for your help and patience here as I look into this further!

Thanks Ambar, I’ve dropped you a message to pick up the issue there.

Hi ​@chrisherd, thank you for sending over that PIN and helpful message via DM! I’ve picked up this conversation there. Would you like to continue via DM?