"There was an error loading your document" error code

Thank you, ​@MConnors for sending the technical support pin! To take a closer look at the issue you’re experiencing, could you tell me the name of the specific document you are having trouble opening?

Hi ​@designer.person,

Thank you for clarifying! It looks like there was a layer that was hidden and locked. Our engineers went ahead and fixed that for you. You should see that layer in your repaired document now! Please let me know if you have any additional questions or concerns! 

​@alison cheney 

Everything works now, thank you!

It’s my pleasure ​@designer.person! Please don't hesitate to let me know if there is anything else I can do for you. Have a great rest of your day.

​@MConnors, thank you for sending the title of your document. Our engineers are working to fix your document and I will keep you updated. 

Hi ​@MConnors,

Our development team has let me know that the issue should now be resolved. I’m sorry for any inconvenience this may have caused. If you’re still seeing the issue or have any other questions, feel free to reach out. I’m happy to help!

Hello, I’m also encountering this issue with one of my Lucid files. It seems to be just this file: dutvB376EQIDgHbItqkMrlU9X2h9zHZfm9166782464

Hello, ​@alison cheney, I’m also encountering this issue with one of my Lucid files. It seems to be just this file: dutvB376EQIDgHbItqkMrlU9X2h9zHZfm9166782464

Is there any way I can escalate this issue? I use this file everyday with multiple people.

Hi ​@alynic8,

Thank you for posting in this thread. I’m sorry to hear you are experiencing this same issue and I am happy to take a closer look. 

Could you answer the following questions so I can take a closer look at the issue in your document:

• Are you experiencing this issue with one document or multiple documents?
• Could you try opening your document in a private or incognito window to help us narrow down the potential cause?
• Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.
• Could you please send a screenshot of the exact issue/error you are seeing.
• Have you tried duplicating your document by making a copy of it?
• Once you have made a copy of your document, does the issue persist?

Thank you for your help and patience as we solve this together!

Thank you, ​@alison cheney!
For some context, it was working fine for months and then one day I got this error. I’ve tried clearing my cache and history. Didn’t work. Tried to open it from my phone and it didn’t work. It was working for some coworkers but the next day it stopped for one of them and now more of them have the same issue with the same file.

• Are you experiencing this issue with one document or multiple documents?
  • It seems to be just this one. I tried 5 other files and they worked.
• Could you try opening your document in a private or incognito window to help us narrow down the potential cause?
  • I use Chrome but tried to open it in incognito and FireFox and there’s still an error.
• Could you also try connecting to a different network or disconnecting from your VPN (if applicable)? Sometimes account performance issues can be related to internet security/speed or browser issues. These steps will help us eliminate that possibility.
  • Tried 3 different networks, including one off VPN. Issue persists.
• Could you please send a screenshot of the exact issue/error you are seeing.

  • 

     

• Have you tried duplicating your document by making a copy of it?
  • Yes, same error.
• Once you have made a copy of your document, does the issue persist?
  • ​​​​​​​Yes.

Hi ​@alynic8,

Thank you for getting back to me with that additional information. I believe you have identified a bug, and I have reported this to our development team. I apologize for any disruption this may cause, and I will update this thread with any new information about a fix. Please follow along on this thread for updates, and post any additional questions or concerns below.

Hi ​@alynic8!

I have good news! Our development team has let me know that the issue should now be resolved. I’m sorry for any inconvenience this may have caused. If you’re still seeing the issue or have any other questions, feel free to reach out. I’m happy to help!

Hello, ​@alison cheney, I noticed today that the file is working again! Thank you for the escalation! This is a critical file we use this file every day so I appreciate the quick fix.

Hello ​@alynic8,

I'm very happy to hear that this has been resolved for you. It's my pleasure to help! Please don't hesitate to let me know if there is anything else I can do.

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