Numerous reports of lagging/crashing/slow loading in Lucidchart

Hi ​@Megan Digweed-Davies, thank you for posting your question in the Lucid Community! Do you know at what day & time you noticed these performance issue starting?

Would you mind describing a bit more in detail what performance issues you and your colleagues are experiencing? Are you having trouble finding your work, opening documents, saving edits, sharing, or other? This will help me to take a closer look. Can you confirm that this is happening across many documents and not a single shared document?

Can you please send the following information so I can take a closer look?

• A screenshot of the issue

• A screenshot or description of any error codes

• A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac)

Thank you in advance for your help and patience!

Hi Ambar,

We started getting reports in about 24 hours ago (25th Feb 08:30 ish). Main thing is extremely slow performance when using LucidChart, struggling to open documents, and when they do open, they freeze and lag. They get the page unresponsive error. It’s also causing big slow-downs to other tabs open. 

Photos attached. These are from 2 different users experiencing the same thing. We have multiple others reporting the same issue. 

Thanks, 

Megan

Hi ​@Megan Digweed-Davies, thank you for responding with that additional information to help me take a closer look.

Do you and your colleagues use a specific VPN by chance? Has your team recently added a chrome extension? Does disconnecting from your VPN or removing the extension fix any of the behavior?

Would you be willing to ask the admin of your account to get an account-wide Technical Support PIN to help me take a closer look.? For more information on generating this Support PIN, check out these steps. This PIN is only accessible by members of the Lucid Support team, so it is safe to share within this thread.

Thank you so much for your help and patience here!

Hi Ambar, thanks for coming back to me. The Support team have now reached out to me so I have sent the PIN to them. We don’t use VPNs, and no new extensions added. Thanks for your help! 

Hi ​@Megan Digweed-Davies, thank you for coming back to this thread to let me know! I can see that they’re getting you taken care of through a private support ticket. 

You can continue to expect a quick response to your email associated with your Lucid account. 

Some of our staff are having similar issues ​@Megan Digweed-Davies . Did you manage to get this sorted?

​@billysew We’re still experiencing issues and have been troubleshooting with the Lucid support team for the past few weeks. It’s been narrowed down to some of the custom libraries, which we’re looking into. 

​@Megan Digweed-Davies  - Yes they are also saying it is the custom shape libraries we are using. Strange how this has only occurred in the past 3 weeks and was working fine before this.

Hi ​@billysew and ​@Megan Digweed-Davies,

I am sorry for the inconvenience this has caused, and thank you for posting your thoughts in this thread. I did want to provide an update here for others who may be experiencing the same problem.

It appears this issue is related to custom shape libraries. Our developers suspect that the issue stems from how our code interacts with the shape library rather than the library itself.

The development team is actively working on a fix. In the meantime, as a temporary workaround, they recommend using on-canvas shape banks instead of custom shape libraries, which may improve performance.

If anyone else is experiencing issues with this, please do not hesitate to let me know. I will update this thread with any new information about a fix.

I have been on with support for a couple weeks now with this same issue. I’ve tried all the recommendations. I don’t think this has anything to do with the custom shapes. I’ve created an empty diagram and just tried to add a box and it times out on me. 

I’ve done all the recommendations from support including whitelisting Lucid in my firewall. I’ve also tried multiple computers and multiple Internet connections. There is something more going on with this service.

Hi ​@crockett, thank you for adding your report here, so sorry for the continued trouble! Our engineers have identified that the specific issue mentioned earlier in this thread relates to shape libraries.

You may be experiencing the same thing, or it might be a different issue. To help me narrow down the cause and eliminate other possibilities, I would first suggest the following:

• Lucid is optimized for Google Chrome, so if you haven’t already, I suggest testing this in Google Chrome. Would you mind confirming what version of Chrome you are using? If it's not the most recent version, does updating the browser improve things?
• Can you confirm that opening your document in a Chrome Incognito browsing session doesn’t resolve this? 

You mention that you are experiencing this within a new document. Are you experiencing this issue across multiple documents in your account, regardless of when they were created? 

Thank you for your help and patience as we rule out and look into what might be causing your specific issue. 

Hi our organization is also experiencing SEVERE issues with Lucidchart. Can’t load any pages, and once the page does load it is not functional and you can’t switch between tabs or click on any shapes in the image without the page freezing and becoming unresponsive. We have tried clearing cache, restarting, different browsers beyond chrome, and same result. It is unusable right now! 

Hi ​@michellebenchling, I am truly sorry for the trouble this is causing. Thank you for confirming the steps that your team has already tried.

To best address these performance issues, I would also suggest your team try the following:

• You mentioned trying alternate browsers with no success. Would you mind confirming that trying in an incognito/private browsing session doesn’t resolve this? This often eliminates the issue of browser, cookie, or cache interference. For help with opening an incognito window, please see this community post.
• Would you also mind trying an alternate network connection or disconnecting from your VPN (if applicable)? If the issue is resolved by a new network connection, please forward this documentation to your Internal IT Team to review.
• Ensure that your team’s devices, browser, and Lucid are fully up-to-date and compatible with Lucid. You can verify this by reviewing our Systems requirements for optimized Lucid performance documentation. 

If the issue persists, would you mind providing the following so I can investigate further?

• A screenshot of the issue.
• A detailed account of the steps and actions you are taking leading up to the performance issue.
• A screenshot of the associated Javascript Console output after reproducing the issue. You can open your Javascript Console by pressing Ctrl+Shift+J (if your computer is a Windows/Linux) OR Cmd+Opt+J (if your computer is a Mac).

Sorry for the hassle here as we continue to investigate. Please let me know if you have any other questions.