Lost Document or Lost Work

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Lost work even though saved online and offline.

Hi

After a great experience my three first days using Lucidchart, I shut down my computer and when I logged in again, the document was not there. I need to present my work to our company's management team, so I am frustrated that my weekend's work is lost.

Here are a few details:

1. I was using Chrome Incognito as advised.

2. I had worked from a mobile connection while travelling by train Friday, Saturday & Sunday.

3. I worked from a very good internet connection at work all day Monday.

4. At home this evening (Monday) the internet connection was unstable, so I switched to offline.

5. Before shutting down I logged on via a good connection and saved. The save status was "Saving" -- i.e. document is saved online the way I understand it.

So you see, I thought I covered.

I am a new user so maybe I just don't know where to look. Please help!

Kind regards

Ben

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Hi Benjamin! Thanks for posting. Taking a look in our ticketing system I see you submitted a ticket as well and we are in the process of looking into this for you. An agent will be reaching out shortly via email to continue helping you.

If anyone else has a similar issue, please submit a ticket here and include as much of the following information as you can so we can take a closer look. Thanks!

  • The document URL that contains the missing work.
  • The time (and time zone) you opened your document to begin editing.
  • The time you finished editing and closed the document.
  • Which edits were not saved.
  • A detailed account of the time frame when you noticed your edits were not saved.
Maison W 0 votes
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