Hi ​@sthomas55, thank you for posting in the Lucid Community! To clarify, have you exported the results as a CSV file or are you using an alternative method to view the results?

Could you try the following steps first? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.

• Exporting your results in a private or incognito window to help us narrow down the potential cause.
• Connecting to a different network or disconnecting from your VPN (if applicable), and trying this again. For help with opening an incognito window, please see this community post.

If those don’t resolve the problem, can you please send the following information so I can take a closer look?

• A screenshot of the issue.
• 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).
• A temporary Support PIN for this document. This will help me take a closer look at what’s going on. You can find steps for generating a Support PIN in this Help Center article. This PIN is only accessible by members of the Lucid support staff, so you can share your PIN in this thread. 

Thanks in advance for your help and patience here!

Clarify: both exporting the results and viewing them in LucidSpark (the “View Results” button) gives me incomplete data.

Exporting provides x y coordinates, but not for all respondents. Wondering if there’s an upper limit on rows for exported files.

View Results show some respondents as having a ‘blank’ response-- it looks as if they did not do the activity at all. I know that they have from reviewing the same responses about a month ago-- then, these specific folks had responses recorded.

• Exporting your results in a private or incognito window to help us narrow down the potential cause.
• Connecting to a different network or disconnecting from your VPN (if applicable), and trying this again. For help with opening an incognito window, please see this community post.

Attempted both, no luck with either method. Attempted it on Incognito Chrome, Private Firefox.

Disconnected from VPN and then attempted the same, again with both chrome and firefox.

• A screenshot of the issue.

• 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).

• A temporary Support PIN for this document. This will help me take a closer look at what’s going on. You can find steps for generating a Support PIN in this Help Center article. This PIN is only accessible by members of the Lucid support staff, so you can share your PIN in this thread. 

duBc6tkWFyT7u9183686753

Appreciate your help.

I have responded, waiting for moderators to review and post it

Not sure if the other reply will be posted, so I'll try again w/o screenshots.

Attempted to export as CSV and to just view the responses in the board/activity overlay. Both have only partial data. The overlay shows some respondents as having completely blank responses. The CSV does not go past 189 rows of data (should be at least twice that, by my guess).

Attempted with both private firefox and incognito chrome; attempted with VPN turned off plus private/incognito, too.

Temporary pin: duBc6tkWFyT7u9183686753

Hi ​@sthomas55, thanks for following up here with such detailed replies, screenshots, and the PIN to your test document. My apologies for the delay here as a few of your posts were flagged by our spam filter.

I can see you’ve confirmed that both export and viewing results in the editor are both causing issues. Are you experiencing these issues with multiple visual activity results and exports, or just the one? Is the visual activity you’re having trouble with one that you’ve reset or recreated, possibly by copy/pasting and reusing? I’m curious if this process may be causing problems. Taking a look at your document that you’ve shared, I am seeing 5 participants without results in the visual activity. 

Is is possible that the participants went to change their responses at any point? Do you know that each participant was able to submit their response?

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

Hi ​@Ambar D 

Have not tried it with other activities yet-- we are about to do a similar activity for the entire department, but I’m not unsure whether it’s feasible if the results are not reliably saved.

Probably was copied and pasted.

Unlikely that participants changed their responses. Yes, each was able to submit their response-- I viewed the activity about a month ago and saw that each of the now missing responses were completed.

Thanks, please let me know if there’s any chance that the results will be recoverable. It would be helpful to know ASAP before we have our whole department complete it.

Hi ​@sthomas55, thank you for following up here. I am sorry that this is still causing trouble and I am raising this to our product team. I will update you within this thread with any new information I hear back. 

In the meantime, instead of copy/pasting the same visual activity frame, I recommend recreating this visual activity again within a new board. Performing a test run in that new document prior to running through the activity with your department may be helpful.

I will update you here as soon as I hear back!

Okay, we will postpone the activity with the department until the product team has a chance to look at this case.

If it’s possible to recover the data from the current document, that would be greatly appreciated, even if it is static/historical. That is its own project that requires response data for us to make progress. Alternatively, some clarification on whether the data exists at this point would be appreciated.

Hi ​@sthomas55, thank you for your help and patience here as I look into this issue. I certainly understand why this data is important to you and would like to do all I can to help.

Taking a look in your document’s revision history, I’m seeing that your document was created on April 18th. Do you know the date when you first checked the visual activity and found all the data from your activity to be accurate and complete? This may help us take a closer look.

On Jun 9th, data for the missing respondents was present on the activity. 

Possible June 11th as well. Some responses came in after that date, however. Those responses are currently visible in both the activity overlay and the csv export.

I think the last temporary pin has expired by now, so here is a new one: dujlsOS8jkhfSs183686753

Thank you ​@sthomas55 for the additional information here! I’m apologize for the delay here as I raise this internally with our product teams.

I will update this thread as soon as possible with more information! 

Hi ​@sthomas55, checking in again with you on this issue! I wanted to let you know that our development team is actively looking into this, and we hope to provide an update as soon as possible. Our sincere apologies for the inconvenience - I appreciate your patience!

Thank you, appreciate the check in. If you have any idea of a timeline, that would be great. Would also appreciate any info about whether the already submitted responses can be recovered. We currently have that project (pairing mentors) on hiatus as we wait for updates.

​@sthomas55 Our developers are actively looking into this, and I hope to provide more information on both of those fronts shortly! Would you be able to generate a new support PIN for this document? The previous one has expired, and this will help us keep looking into it. Again, many thanks for your patience and assistance. 

duImuU6q1tftFH183686753

Thank you for that PIN once again ​@sthomas55! I’ve provided this to our development team for them to continue investigating. 

As Micah mentioned, they’re actively looking into this and we hope to have an update to you soon! I apologize for any disruption here and I’ll update this thread as soon as I have new information. 

​@Micah ​@Ambar D Following up on this since you each mentioned having updates soon/shortly. 

I want to reiterate this sentiment from my July 28 comment: Thanks, please let me know if there’s any chance that the results will be recoverable. It would be helpful to know ASAP before we have our whole department complete it.

Hi ​@sthomas55, thanks for checking in here!

Our developers have confirmed that your missing data has been located, and work is actively being done to recover the results. I will update this thread again to let you know as soon as I hear back about a full resolution. 

Thanks again for your patience here as we work with our developers on this issue, and I sincerely apologize for the disruption. Please let me know if you have any additional questions or concerns in the meantime.

Hi ​@sthomas55, I have good news!

Our development team has let me know that this should now be resolved and your data should be restored. If you’re still seeing the issue, please let me know right away in this thread. 

This is fantastic news, thank you!

I checked it just now and it looks like both the activity overlay of results and the exported CSV file has data for all respondents.

Just to check-- has the issue been resolved for future documents that use this same activity? Asking because now that we can make some progress on this activity, my department is interested in creating a larger scale version for all department staff. Estimating 50 to 80 responses, total.

Hi ​@sthomas55, 

I am so happy to hear that this has been resolved for you and that you are able to now access all the visual activity data!

Regarding your question about ensuring future documents using this activity retain data - I’ve confirmed with our development team and everything has been restored for future actives as well. Your visual activity responses should be saved and accessible after your department-wide activity and for any future use of this visual activity. 

Thanks again for your help and patience here as we looked into this. Please let me know if you have any additional questions and I’m happy to keep helping!