Our development team works hard to make sure you have a seamless experience using Lucidchart, Lucidspark, and Lucidscale. But like any software, we sometimes have bugs! This resource will help you identify if you’re experiencing a bug and guide you through reporting it to our support team in the community. 

How do I know if I’m experiencing a bug?

We recommend the following to help you identify if your issue is a bug. 

• First, take a look at the Lucid Help Center documentation for the feature you’re working with to understand if what you’re experiencing is intended behavior or an unexpected issue. 
• Second, please work through our Basic Troubleshooting steps, as these resolve many issues. 
• Finally, we recommend Lucid’s status page to stay up to date on larger site-wide performance issues and their resolution. You can also subscribe to notifications here.

Does Lucid already know about this bug?

Please search the community before posting about your issue! Another user might be experiencing the same thing and has already let us know; adding your report to the same case helps us gather details and helps our development team understand how many users are being affected by the issue. 

How do I report a bug?

If you haven’t found an existing report of the issue you’re experiencing by searching, create a post of your own to let us know. The more information you can provide about the issue, the faster we’ll be able to understand the problem and assist you! When creating your post, please share as much of the following information as possible or that is relevant:

• A detailed description of the problem and how it differs from the expected functionality.
• Any troubleshooting steps you have already taken.
• A screenshot of the issue and any error messages you see.
• If this happens in one document or all of them.
• If it happens in a copy of this document.
• If this happens in existing documents, new documents, or both.
• If any of your collaborators working on this document experience this problem.
• If the problem is document specific, a support PIN for the document so that our team can take a closer look. 

What happens to bug reports in the community?

When you report an issue in the community, our support team will take a closer look! 

• First, we ask for additional details, recommend troubleshooting steps, and attempt to reproduce the problem. 
• Then, if we determine this is a bug, we’ll report the issue to our development team. 
• Our community team monitors the status of the reports so that if there is a resolution to share, we can notify you and other users via the community thread. 

We recognize that bugs may hinder your workflow, and we 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, and sometimes, that means an issue cannot be prioritized. However, we’ll provide workarounds when available and will continue to do everything we can to support your work.