Frustrating of constantly failed to autosave and image not able to upload properly

Hi ​@alexyhz, thanks for posting in the Lucid Community! Would you mind sharing some screenshots of the behavior you are seeing to help me better understand the issue?

Basic troubleshooting is always a good place to start to help us determine what might be causing the issue, can you please provide the steps that you have already taken?

Can you please send a temporary Support PIN for a document with these images? This will allow me to take a closer look at the issue you’re experiencing. For more information on generating a Support PIN, check out this Help Center article.

I appreciate your help and patience!

Thanks for reply, is there an email that I can send you the pin? Just generated one. 

Hi ​@alexyhz, you can share it here, as it is used in combination with Lucid’s internal system, so only Lucid Support will be able to utilize it. Otherwise, you can send it to me in a Private Message here in the community by clicking on my profile picture.

Just sent through message. Thanks. 

Thanks for sending me that PIN, ​@alexyhz! After taking a quick look, I was able to see the black rectangles you described. However, it looks like the images were still uploaded, but they had been switched to a Solid fill, rather than the image. To confirm, you mentioned that you were dragging and dropping shapes into your document, did the original image ever show through? Or were you only ever able to see the solid flow? I was able to select image and see a screenshot similar to your others, are those the images you were expecting?

So to describe in details what happened. 
The screenshots that I had was directly taken from my simulator of iPhone devices on my Mac. The screenshots can be drag to the document without having issue, and I’m able to see it right away. And what happens is, on the menu bar where we see the cloud sign, becomes spinning and try to upload this image. And then, the error message shows “The image was failed to load, change size .. “ (or something like this) and the screenshots were disappeared. I also tried to just upload directly from my laptop with those screenshots I saved. So generally speaking, both ways would work in a very short time, as you see I have some of the screenshots in my doc. But many of them failed to upload. 
 

As for where the black rectangle comes from, I did a undo(cmmd + z) right after the image disappeared (where it says failed to upload), and then I’m able to see the image locally. But if I open this doc in a separate tab, it becomes to this solid rectangle. 

Also, in the Onboarding page, there was one day I was working continuously for another hour, and all the work just disappeared, and I’m not able to find it in the version that was kept, feels like it was never there. 

Some of them are, some of them are not. 

Interesting, that’s good to know! If you navigate to the Import menu at the top of the editor and insert your images that way, do you still see the same behavior? What file type are your screenshots?

it’s png, yeah, it’s the same behavior. 

Thanks for clarifying, ​@alexyhz! Do you see this behavior with all PNGs that you add to your documents? 

Also, Basic troubleshooting is always a good place to start to help us determine what might be causing the issue, can you please provide the steps that you have already taken as you mentioned previously?

I’ve double checked my storage, the image size and my internet connection. I’ve tried with using different format of the pictures, and different ways of getting the pictures in. Also, with the updates you had yesterday, where the fill was set to solid instead of image, the image was not the ones that I want. So far, one work around I tried yesterday was to save the screenshot then upload one by one, it still pops up the error, but it will get through some time. And I can’t really afford to lose the work so I had to keep the window open, while I spin up a new tab to double check if the work is saved. (And it’s very unreliable where the cloud sign is showing turned off most of the time) And yet, my internet was stable the whole time.