Lost Document or Lost Work

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all documents gone

screen says 

 

There was an error loading your documents. Please try again later. Contact support if the problem persists.

 

the problem has persisted

 

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UPDATE: THIS OUTAGE HAS BEEN RESOLVED.

Our Development Team is urgently looking into the issue you are experiencing, and 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.

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12 comments

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Hello Support,

Please let me know what to do,

I received the following message: There was an error loading your documents. Please try again later. Contact support if the problem persists.

Please let me know that my Docs are not gone...

 

Thanks

Ami T 0 votes
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Hey Ami, our developers are still working on a resolution. This thread will be updated as soon as I hear back. Thank you for your patience.

Megan W 0 votes
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Our Development Team was able to resolve the issue that you experienced. 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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My files were open and actively worked the last couple of weeks. Today, they are gone.

Please help!

 

alex

alex y 0 votes
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Hey Alex,

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

1. The documents may still be there. Can you double check that you're in the correct account? Sometimes users will use single sign on while signed into a different email account, which can produce errors. 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.

If none of these options work, please let me know!

Megan W 0 votes
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Hi there, 

All my companies documents have disappeared, literally hundreds of them in multiple groups. I was working on docs last night, but even when I click recent documents, it says sorry there is an error, please contact support, with no instructions for how to do this, and no contact us option on your website!?

Can you please respond urgently?

Roger S 0 votes
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Hi Roger, we are currently experiencing an outage. Please follow this thread for more information as it will be updated once we are good to go. Thanks!

Megan W 0 votes
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All my documents are gone as well, and its the same message.

winklife001 0 votes
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Hi there, the post and comments above were related to a specific outage. Regarding your issue, there are a few things you can do:

Check Your Account: 
The document(s) may still be there. Have you double checked that you're in the correct account? Sometimes users will use single sign on while signed into a different email account, which can produce errors. We suggest that you make sure you've checked any and all Lucidchart accounts that might be under your email address(es).

Check Your Trash:
 
It is easy to accidentally delete documents. Please check that the documents aren’t in your trash. You can access your trash at the bottom of your folder manager found on the documents page. 

Check Ownership: 
If the documents were shared with you and now you no longer see them in your account, it is possible that whoever shared it with you rescinded your access. We recommend reaching out to the document owner to have them re-share it with you. 

Check Browser History: 
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.

If none of these options work, please comment below or contact support with the document names and/or URLs if possible, as well as any emails you could have signed up for.  We may be able to locate the document that way.

Megan W 0 votes
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