Good morning ​@barpatrice,

This is interesting. Can you tell me more about which browser and operating system you are using? For example, I am using a mac/chrome browser typically when I’m using Lucid products. This will help me be able to narrow down what is happening and also give me a starting point to try to replicate. 

Good evening ​@Shantel Gillette 

I’m using a Mac and chrome browser too.

and to complete the description of the problem, it doesn’t occur every time …

​@barpatrice,

Thank you for those details. I have not been able to recreate this specifically, however, I did inform our performance team that there might seems to be an issue with savings to documents. I will follow up when I have more information, and in the meantime if you see this again, please let us know. 

Hey ​@barpatrice ,

Thanks for reaching out! I'm on the Performance team, and we're currently investigating this issue. I have a couple of questions that would help us troubleshoot:

1. Could you share the Document IDs of the affected documents? For privacy reasons, please email them to ccondon@lucidchart.com instead of posting them here.
2. Did you ever see a notification stating that your changes were being saved offline?

To find your Document ID:

• Open the affected document.
• Once the page loads, check the URL.
• The Document ID is the part of the URL between "/lucidchart/" and "/edit?".

Please copy that ID and email it to me along with any other affected document IDs. This will help us diagnose the issue more effectively.

Looking forward to your response!

Best,
Cody Condon

Hi,

I have the same issue - these “plans” i created a few years back and just recently revisited them as we are now getting set to go to the reno phase of our project. All the walls have disappeared on multiple pages of the document.  I’m also on a Mac and using Chrome (Doc ID=28e60874-4138-4b70-97e3-4ca58d8c8f85) - any direction would be appreciated - I’d really like to avoid recreating them :( 

Hi ​@soilo.felix  and ​@barpatrice, 

Thanks for reaching out. We’re actively investigating this issue. As another first step, I’d like you both to try toggling the WebGL renderer, as this could be a rendering issue.

To disable WebGL:

• On Windows, press ALT + CTRL + SHIFT + G
• On MacOS, press COMMAND + OPTION + SHIFT + G

Alternatively, you can disable WebGL through the settings in Lucidchart and Lucidspark. Here are some screenshots to guide you:

Once WebGL is disabled, check if the walls reappear. If they do, try refreshing the page. WebGL is enabled by default on refresh, so we need to see if the issue stays resolved or happens again.

If disabling WebGL does not fix the issue, then this is likely a saving issue, and we will investigate further. ​@barpatrice, I look forward to receiving the affected document IDs via email as requested earlier.

Please follow up with me and let me know if this resolves the issue or if it persists.

Best,
Cody Condon