Lost Document or Lost Work

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where are my documents

I purchased a Lucidchart account two weeks ago and have created half a dozen documents.  They all appear to be missing. I was able to recover one because i had shared the link with a colleague and the link still works.  But the others are missing.

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Hi Ben,

Thanks for contacting us! I can understand that it must be frustrating to have your documents missing after just signing up for an account. I haven't heard of this issue from any other users recently, but I think I may know what is happening. Is it possible that you have multiple email addresses that you use? Sometimes when a user reports a missing document, it can be located on a Lucidchart account associated with a second email that you frequently use and accidentally made an account for. If you can fill out this form, we can help you more in depth about this particular case to see if there are multiple accounts or even another cause for the issue. 

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I'm having the same problem this morning. I created and updated documents last night. Now when I log every single document is missing.

 

I do not have multiple email accounts either.

Chip M 0 votes
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I am part of a group account and similarly I cannot access or find any of the documents I have created.

 

Ian H 0 votes
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Hi Ian - Thanks for reaching out! I looked up your email address, and it seems you submitted a ticket yesterday about missing fonts and documents. Another member of my team reached out via email. Could you verify that you are using the developer channel of Chrome? There is a bug there that causes these two behaviors. I'll keep an eye on that ticket for your response. Thanks in advance!

McKayl B 1 vote
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I'm have same problem!  Just purchased Lucid and I saved one map ... then leveraged that map and changed it then saved under new name.  But then the original doc changes too!  

Heather 0 votes
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I'm having the same issue. All my documents are gone. Years of work. This is my first time using Lucidchart since the upgrade.

Keno M 0 votes
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My documents are missing too.   I've written customer support.  I hope they can be found.

Dianne L 0 votes
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My documents are gone as well!  I've been using the same account - I need those document urgently

g3s 0 votes
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I had the same problem but when I disabled my CORS plugin all was good. (Cross Origin Resource Sharing)

Mark S 0 votes
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And Ditto, whats going on? Not lost years of work, but frustrating hours....

Colin 0 votes
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Update from g3s -- my company forced SSO which is what ultimately caused my issue.  I had signed up with Lucidhart with my g3s account but then changed my corporate login to sound -- when SSO was forced, I was getting signed in automatically as sound but all of my documents were under g3s.

I had to get support help from Lucidchart to merge the accounts.  Once, completed, I had all of my documents -- it took less than 30 minutes total and they responded very quickly.

g3s 0 votes
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Same here. I just created a file that I need for a workshop tomorrow and it is gone. 

Christine L 0 votes
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Hi Christine,

Thanks for reaching out and apologies for the lost file. I just sent you an email so we can hopefully find your lost document.

Keyvan S 0 votes
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I have this happen to me all the time with Lucidchart. I create files, save them, and then cannot find them anywhere. They do not get saved in the folder I was working in. Sometimes they are there, sometimes not. I have no idea when or how. 

 

 

Abdel 0 votes
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Hi Abdel, 

Thanks for reaching out. Can you please fill out a contact support form and include the names of some of the missing files? This will help us search for them. 

Annika W. 0 votes
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I'm having the same issue. Submitted a contact support form per Annika's reply above. I have invested dozens of hours creating these documents and will make sure to publicize this issue if it turns out you've lost my work.

Stefan A 0 votes
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Hey Stefan,

Thanks for reaching out! This is actually a part of a site wide issue that our Development Team is urgently looking into. We expect the issue to be resolved shortly. I will make sure to update you as soon as the issue is resolved. In the interim, I apologize for any inconvenience the issue causes.

Feel free to let me know if you have any further questions. Thanks for your help and patience!

Megan W 0 votes
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Our Development Team was able to resolve the issue. Can you confirm that you no longer experience the issue? If you continue to experience issues, please let me know immediately.

Again, thank you for your help and patience while our team worked to resolve this issue!

Megan W 0 votes
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Hey Jamie, thanks for the post! This issue is usually account-specific. I see you emailed us as well so someone will be responding shortly. 

If anyone else encounters lost documents, please try the following:

1. 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).

2. 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.

Megan W 0 votes
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It is the correct account, and it was too long ago to be in my browser history.

Jamie M 0 votes
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Really need this in a hurry. Is there someone I can call to get resolved?

 

Jamie M 0 votes
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Hello everyone, just wanted to provide the resolution to the issue above here. The document was actually created using another program. If you are looking for a lost document, be sure to check other programs you use just in case :)

Megan W 0 votes
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I have the same issue, i created 2 files and then after saving the files and accessed the file folder the files are all gone.  I had to recreate the  flow charts for 4 hours and same thing happened !  I really like how Lucidart is easy to use but losing my files and precious time and effort is really frustrating!  I 

Maricor 

 

MARICOR J 0 votes
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Hey there, 

So sorry for this issue with lost work! Can you confirm that you were on a reliable internet connection? These issues tend to be related to internet connection or browser. 

Please reply in this thread if you are continuing to experience trouble with lost work in Lucidchart. Thanks!

Annika W. 0 votes
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