Lost Document or Lost Work

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When Saving or Autosaving, where is it Saved? How can I access it?

I was working all day on my Lucidchart, noticing the "saving" prompt and often selecting "Save" from the file dropdown menu, just to be sure. Later that evening, my company restarted our server apparently because of a "Bad Gateway" error some people were experiencing. When I looked at my browser later that evening, my Lucidchart project was gone. I looked for a way to open an existing file but do not see it. Where are they saved and how can we access those saved projects?

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Hi Todd,

That is odd. I am sorry! Here is the information you need: 

If your work is still lost, there are a few things you can do:

1. The document might be there now, but for some reason didn't show up when you last looked. Can you double check to ensure the documents aren't there?
2. You may have logged into the wrong account, possibly by using single sign on while signed into a different email account. I suggest that you make sure you've checked any and all Lucidchart accounts that might be under your email address(es).
3. Your documents might be hiding in your browser history. If you carefully look through your browser history when you last worked on the document, you might be able to find it. Simply click on the name of the document in your history and it should be restored to your account.

Please let me know if none of these options work. If you would like further help regarding this, please contact us via this form with the name of the missing doc (if remembered) and any emails that you frequently use.

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Hello, Kristy. Thank you for the response. To answer your list:

  1. I use Lucidchart as an embedded app within Confluence on a browser tab that I keep "pinned". If I look back through the browser history it just shows Confluence pages; the document isn't there.
  2. I only have one account (it's a Confluence account) that I don't log out of.
  3. I have looked carefully through my browser history and cannot find a reference to the chart I was building nor do any of the listed Confluence caches contain the chart.

Maybe I am misunderstanding this. I have clicked the "File/Save" button many times and this lead me to believe that there was a "File" to be "Saved". Does saving the file not do anything? I will attempt to remember the name of the chart, though it's only one of two that I have created, and contact support as you suggest. That might help

Thank you.

Todd S 0 votes
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Hi Todd, we've seen the email you sent and will respond to you there. Thanks for your patience!

Sara M 0 votes
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Hi Christopher,

Could you please contact us via this form and include the document URL that is having issues saving? The more detailed explanation you can give, the better!

Kristy P 0 votes
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Hi there... I am having the same (or very similar problem). I can see my document, but "unfinished". After working long time over my first Lucidchart doc, and being happy to finish, I then exported it to PNG and saved into my computer. The day after, when wanted to come back to the doc and make minor changes, I got surprised to see about 30% of my job was "not saved". I'm going to email you with the original Lucid doc and my exported PNG.

Clarissa V 0 votes
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Hi Clarissa,

I am sorry for all of your lost work. We look forward to your email.

Kristy P 0 votes
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I am having this same problem. Yesterday, I was working on my first LucidChart Doc through confluence. I saved the document and exported it to PDF, but I never published it in Confluence. Today, I am back trying to find it and can't find it anywhere?

Unfortunately, previous responses to this same problem have all been redirected to private messages, so I am unable to benefit from their experiences. 

(EDIT: I found this related issue: https://lucidchart.zendesk.com/hc/en-us/community/posts/115017683163-Lucidchart-in-Confluence?page=1#community_comment_360006173291)

Tim E 0 votes
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Hi Tim, thanks for posting! In the case of lost work, almost all of these cases involve personal account/document information, which is why we switch them to personal messages. I will be reaching out via email shortly to gather more info, hope to hear from you soon!

Maison W 0 votes
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I am having this same problem also. I accidentally hit my browser back button, and WOOSH!!!! HOUR AND HOURS of work is GONE. Please contact me so that I can provide the personal account information that might help you to recover my document. (Also, this seems like a serious bug in the integration that should be prioritized for fixing during the next possible update cycle.)

Jessika T 0 votes
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Hi Jessika, 

Thanks for reaching out, and we are so sorry for the continued trouble! I will follow up over email. 

Annika W. 0 votes
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