Storage options for account with a lot of image-heavy documents

Hi Sam, thanks for your response and patience! 

1. That is true that documents take up to a week to completely purge from your trash and free up storage space, but deleting images from a board should reduce the size of them immediately, which is why I believe you’re experiencing this bug. I’m glad to know that the extra storage helps in the meantime!
2. This sounds strange! While downloading them all simultaneously into a single ZIP file isn’t currently supported, they should certainly all download. If you’re willing to share a document support PIN with me for a document which you’re experiencing this with, I’d be glad to take a closer look. The PIN is for internal use only and won’t publicly share your document, so you can reply with it directly in this thread. 
3. Thanks for clarifying your intended set-up. There are two factors to consider here:
   1. You can share your documents with anyone, regardless of account type, and they will be able to view them and their contents. Because you are the document owner, any images or other resources you upload into the board will occupy storage in your enterprise account, and not the storage of your colleagues/viewers. Any contributions they make to your board that increases its size will fill your storage as the owner of the board. 
   2. Any collaborators on a free account will still be subject to the limitations of that free account. You can see full details of what free users have access to in Lucidspark compared to Enterprise users in this article from our help center, but most notably, they will not be able to edit the board using tools which aren’t included in that plan (such as Timelines, for example). Additionally, free users are limited to three editable boards. 

I hope this provides additional clarity!

Hi Micah, sorry for the late response. 

• I am only deleting images from the documents, and not whole documents, but it doesn’t seem to have any effect on the storage space. I wonder if someone can have a look at it please. 
• Can I share the document support PIN directly into our discussion? 
• Thank you for confirming information regarding the enterprise plan and collboration between various members, I’ll go through the article you posted and will let you know if I have any questions. I am almost sure we’ll go for the enterprise plan, I’ll just double-check everything, to make sure everyone will have access.

Btw, a totally amazing customer service, thank you very much. I really appreciate the help.

Regards,

Sam

@el.samuel No problem at all!

• Thanks for confirming. Yes, this is exactly the bug we’ve identified - deleting images should free up storage space, but it’s not. Our development team is aware and investigating!
• Yes, you can simply post it in this thread.
• Please let me know if you have further questions about any specific features or collaboration situations you’re envisioning.

And absolutely, let me know what else I can do to support your work! 🤝

Hi Micah, here is the temporary support PIN for our document: sWnMWdtfHOl3

It would be great if we could figure out why the deleted images didn’t affect the storage.

I’ll go through the notes you shared and will get back to you soon regarding the enterprise plan.

Thanks again!  🖐 

Hi @el.samuel, thanks for responding with the PIN. I’ve taken a look, and am hoping that you can attempt a few troubleshooting steps that will help us understand the issues with the image downloads. Can you attempt to download the images:

• using a different browser
• using a different computer
• via an incognito/private window
• using a different network
• after disabling any anti-virus or 3rd party security software

Finally, can you confirm that this occurs with documents besides this one, and that other teammates experience this same issue? 

Hello @Micah I hope you are well. I wonder if there was any update regarding this issue that we discussed a month ago.

Today I spent 1 hour deleting a A LOT of images in our documents, but at the very end of the deleting process, the storage space hasn’t changed by even 0.1%. ( attached image below )

I have a call scheduled with the sales team today to buy more storage space, but if deleting the images in our documents won’t free up any storage, then we will get to the same issue again very soon and Lucid will be basically unusable for our team at that point.

I wonder if this could be set as a matter of urgency please.

Regards,

Sam

Update: 

I have dropped a couple of new images and the storage space has immediately updated from 91.1% to 91.2%. ( image below )

This means that the storage space data is being updated only if new files are added, but not when removed.

I personally think it’s a pretty serious bug to have, especially if it’s still happening for over a month.

@el.samuel Thanks for checking back in, and my apologies for the trouble. I know that you’re working exclusively in Lucidspark boards, but I have a workaround to suggest that may help open up storage in the meantime. Can you please create a Lucidchart document, access the image manager (File -> Settings -> Image Manager), and see if you are able to delete documents from there?

Hi @Micah, thanks for getting back to me. I did make a copy of one of the documents in Lucidchart and opened the Image Manager, but I wasn’t able to find any images in there ( attached image below ).

The thing is that Lucidspark storage simply doesn’t register when I delete an image, it thinks it’s still there, although I have already deleted it. 

I wonder when this issue could be fixed? We are again running out of storage space again, although I have deleted a large chunk of images today, was expecting to drop to 70% or so.

Regards,

Sam

Hi @Micah I am currently in GMT+7 time zone, already 1am here, so I’ll need to go offline soon. I wonder if someone could get back to me a little bit earlier than today as I will have a very limited time window to answer any questions. 

The bottom line is that we would need that storage data glitch fixed asap, as we’ll run out of storage pretty soon again. :))

Thanks very much.

Sam