All comments deleted from Lucid document

Just replying on here as we’ve also ran into this problem. Got an email that I’ve been tagged in a comment only to find that all the comments were deleted. Same notification as the screenshot.

Hopefully a fix is made soon!

Hi ​@jperezjr and ​@Mia G, thanks for posting and apologies for the trouble!

It appears this may be happening if you have used Universal Canvas to edit the document in Lucidspark at some point. I have reported this to our development team. We will follow up here as soon as there are any updates on this!
 
I am very sorry for the inconvenience this may cause in the meantime! Please let me know if you have any additional questions or concerns.
 

Eric R, any updates on the topic?

Today, I encountered this issue as well. It's incredibly frustrating because I used comments to provide additional context about the flow, and now all the comments from a somewhat complex flow are gone. Restoring previous versions doesn't help, as none of them contain the comments. I'm losing trust in using Lucid.

Hi ​@Berta B, 

Thanks for following up! As Eric mentioned, he has reported this issue to our development team and will add to this thread with updates. Since the issue was reported earlier today, it may take some time to receive an update. I am very sorry for the inconvenience this may cause in the meantime!

Hello, ​@Eric R ​@Kelsey Gaag 

Are there any updates on this fix?

Months of comments and information are just gone.

Really need these back.

Hi ​@yurikatos and ​@jperezjr, 

Thanks for the reply! Since the bug was recently filed, I unfortunately do not have an update for you. I recognize that this issue may hinder your workflow, and I want to be transparent so that you are able to move forward in the best way possible. Our development team has to rigorously prioritize what to work on based on the extent and criticality of the issue. Because of this, we do not have a timeline to provide regarding the fix. I apologize for any disruption this may cause, and I would like to do all I can to help you continue your work.

As a workaround are you able to see the comments in your revision history?

​@Kelsey Gaag this seems to be something that needs to be prioritized as a high bug. Month long comment history has vanished for multiple users.

Revision history does not bring the comment history back.

Hi ​@jperezjr, 

Thank you for your input and looking into the revision history. Again, I apologize for this inconvenience. The bug was filed earlier today so our team will get it as soon as they can. I understand that this is a crucial issue for you and your team. However,  we don’t have an estimated timeline on how long it will take for our team to investigate and resolve the issue. 

Having the same issue across multiple boards, with even new comments showing as shape deleted. This is causing major issues for my team currently. Following the thread for updates

The bug was filed earlier today so our team will get it as soon as they can.

​@Kelsey Gaag  What does this mean in practice? Does it mean you will fix the bug and restore the deleted comments to their proper locations, so we just need to wait? Or does it mean that once the bug is fixed, it won’t happen again in the future, but the currently affected boards won’t be recovered, and I’ll need to restore my comments manually?

​@Kelsey Gaag The loss of all comments across all of our Lucid files is HUGE issue for our  large group, and this already has dramatically impacted our ability to proceed with our critical projects. This is much more than an “inconvenience” for us, it is already becoming a very costly issue that will cause serious delays for us if it’s not corrected ASAP. Do you have an update on the status of this issue? 

any update on this? there is multiple users affected

Hi ​@ngrabner, ​@Berta B, ​@Jamie P, and ​@FIEROA, 

I sincerely apologize for the disruption this has caused. Our development team is urgently looking into this issue. 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.

I’ve made an announcement in the post below and you can also follow along there for updates as well.

Commenting for visibility when there’s a fix. We’ve also been impacted by this issue. Hoping for a very quick fix and that our comments have been retained. 

​@Ambar D still not seeing the comments.

Here is a temporary support pin: duaVTpc2nq5NRD200718133

​@Ambar D Same here, it still doesnt work. duOlvXj5Hx0lmS205906576

​@Ambar D We are also still seeing the same issue. Here is a temporary support pin for one of our files: dufiF4Ij7yB1Uw111592381

Hi ​@jperezjr, ​@J. Koppert, and ​@Jamie P, thank you for sending over your document PINs. I am truly sorry for the continued trouble. I have directed both of your information into a private support ticket for our support team to take a closer look at your accounts.

The team works through tickets in the order they are received, and you can expect a quick response to your email associated with your Lucid account.

​@Ambar D this worked!

Thank you ​@jperezjr for updating this thread! I’m happy to hear this has been resolved for you. 

I apologize again for the inconvenience this has caused. If you experience any issues again, please don’t hesitate to reach back out.

Issue has been resolved on my end as well. Thank you!

That is great to hear ​@Mia G! Thanks for letting me know in this thread.

This community is dedicated to supporting your work in Lucidchart, Lucidspark, and Lucidscale so don’t hesitate to ask a question if you need further support in the future!