Hi ​@PenumbralFromage 

Thanks for posting in the Community! 

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

Can you also 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.

Thanks!

Hey Ssahagun - thanks for the reply!

I did indeed attempt using incognito mode before posting, with the exact same results.  I’ve also tried with and without my company VPN on board. No joy there either.  On the document in question, I don’t even get a “Duplicate” option on the hamburger menu, but I was allowed to “copy” it and then “paste” it into another folder - which regained me access without history.

I have the pin, so should I post the pin here?! In the open?! Or send it to you via DM?

(edit: sent the pin to you via DM)

Thanks!
Pen

Hi ​@PenumbralFromage , 

Thank you for providing the support pin! I am looking into this issue further. Can you confirm whether formulas were used on the affected document? 

Thanks!

No formulas, just boxes lines and images.
The document in question is titled “Aidbox Deployment” - you may see a couple of copies of it scattered around now, but the original is the one refusing to open.

Thanks for taking a look!

Pen

Hi ​@PenumbralFromage 

Thanks for checking that! For further troubleshooting, we have turned your post into a ticket. We will contact you at the email associated with your Lucid account. 

Thanks!

Whatever you did - I can open the document again!  All of the comments and history are restored, the only thing weird is that the comments no longer align to any of the objects, they all say “The Shape was Deleted”, but that’s a far cry better than not being able to open it at all!

Thanks

Hi ​@PenumbralFromage 

That is great news! I’m glad the fix was successful. The issue you are now seeing is occurring with users who have used Universal Canvas to edit a document in Lucidspark at some point. 
 
Try adding ?load_from_actions=true to the end of the document URL and refreshing the editor. This should trigger the comments to re-appear. 

Thanks!