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Talithas C
Good morning, I wanted to check if you’ve had the chance to review my case, as I haven’t been able to work this weekend without issues. I’m still experiencing problems with the artificial intelligence connection. Additionally, I keep encountering a loading error where the page freezes and forces me to reload. This error appears about 10 times every hour.
These issues, which have persisted for over a month, are very frustrating. I have a paid subscription, but I haven’t been able to work properly.
And you’ve mentioned that when you check, you don’t see any errors...
Fred Rivett
Hey Talithas. I've reviewed things yet again here and as mentioned before are struggling to see the issues with AI failing to respond.
Our logs show one AI error at "2024-12-15 09:03:01 -0800", and 20+ successful AI responses on 2024-12-14.
Regarding the app freezing and forcing reload, apologies for this. Since shipping the new document rewind feature the data powering each doc has grown dramatically (as its storing more info so it can rewind to previous states), and as such performance issues have arisen. I spent Sunday working on a fix for that, but it's semi-complex due to it being to do with how we store documents, so isn't something we've shipped just yet, though it's my highest priority.
If you're seeing documents freezing or crashing, my advice is to copy/paste the content into a fresh doc, as this won't have the rich document history that is causing performance issues, whilst your old doc will keep the history should you need it. Hopefully that will help get around things in the meantime until we've shipped our fix.
Totally understand your frustration here, but we've looked into this a dozen times now and there's not much more we can do. If Lex isn't working for you we're happy to refund the months you have faced issues and you can then downgrade back to the free plan, until Lex gets to the point where it's working for you again, then you can resubscribe should you so choose.
We appreciate having you as a customer supporting Lex but don't want to have you paying us if you're not getting the service you expect.
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Talithas C
It required a lot of patience, to be able to continue working, as I told you, the page kept crashing, and it asked me to refresh the page, which it asked me to do more than 20 times... and due to the need to work, I had to do that.
Now the other error that it shows is that I want to do grammar checks in the document (I am using another document, not the same one, in case that could be the error) but what I get is that it stays loading and does not advance to analyze no review.
Fred Rivett
I understand its frustrating Talithas, if you want us to look into your doc you can email us at hello@lex.page. We've also made a change to track AI errors against user ID's, which should enable us to find errors for specific users more easily to help identify what's going on when you see issues.
Apologies for the bad experience here, if Lex isn't working for you we're happy to offer a refund, you can just let us know by email.
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Talithas C
Fred Rivett I am not sure how to send you the document, I share the link https://lex.page/d/8a098ac5-cb0e-4aab-a0ff-39f3ece75a0d
Fred Rivett
Just looked into this Talithas and the document is working well for me with no issues (see below). What exact issue are you experiencing?
We've had issues with our AI partners having downtime which unfortunately we can't control. I'm working on a feature that will switch users automatically to the next best AI partner when our partners are down, which should be out next week. If the issues you're seeing are to do with the AI provider returning errors then that should help.
If you're still experiencing issues please let me know exactly what you're seeing and I'll try to reproduce it so I can fix.
Thanks and apologies for such a frustrating experience.
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Talithas C
Now something else is happening, I’m working and suddenly the page crashes and tells me that I need to close the tab. I’ve already tried several browsers, but the same thing keeps happening.
Fred Rivett
Really sorry about this Talithas! We've seen some performance issues growing since we turned on the document rewind feature, as its quite intensive and has caused some issues. I'm working on this as a priority but it's not a quick fix. We can take a look at your doc specifically to see if there's anything we can do if you email us at hello@lex.page.
Fred Rivett
under review
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Talithas C
I haven't been able to write well for several days because I have problems with the connection, this is the error I get. It is not an error that I got yesterday or the day before, I fill weeks with this error.
Fred Rivett
Really sorry about this Talithas! Are you seeing this consistently? Or sometimes but not others? Just trying to work out what might be going on.
Just had a look and your account hasn't been limited at all, so should be working as expected now. If this is still not working as expected please do let us know.
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Talithas C
Fred Rivett The error is very constant, in fact I had the error a couple of hours ago, I had to give up but now the error is that the page does not load and crashes
Fred Rivett
Really sorry about this Talithas, we will investigate and get back to you.
In the meantime have you tried using different models? It might be that there's an issue with one model or provider whilst the others are better.
Will get back to you.
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Talithas C
Fred Rivett he probado en todos los modelos y en todos tengo el mismo error
Fred Rivett
Gotcha, we'll look into this and get back to you once my colleague is awake, apologies Talithas!
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Talithas C
Fred Rivett Hola! Sigo sin poder trabajar con el servicio... Me sigue saliendo el mismo error de conexión, no importa si cambio de inteligencia arficial, el error es el mismo.
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Talithas C
Hola! No he podido trabajar nada en varias semanas... y no me dan alguna respuesta, justo renome la suscripcion y no puedo trabajar... no es justo que me hayan cobrado algo que no puedo usar.
Fred Rivett
Hey Talithas, again, really sorry for this. We have replied multiple times and are investigating this.
I've had a look and it seems like there's no limits on your account and all your requests are returning successful from what we can see, so it's super confusing that you say you've not been able to work at all for a few weeks.
The best bet is to email us at hello@lex.page showing the issue with a screen recording (or you can upload here if you prefer, but it's a public forum so up to you).
Trying to get this resolved and apologies again for the frustration.
Fred Rivett
complete
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Talithas C
Hello! Thank you for your response. Unfortunately, I’ve been experiencing some issues, especially at night when I can work the most. I get messages saying there’s a problem with the AI server, and I have to refresh the page and open a new chat because the one I had no longer allows me to do anything.
Fred Rivett
Sorry to hear this, Talithas, when was the last time you experienced an issue? We'll look into this to see if we can see what's going on.
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Talithas C
Fred Rivett It was just last night that I had that issue, and it didn’t allow me to work properly.
Fred Rivett
Ah really sorry for this Talithas. We had an issue last night which we've since resolved, and I've spent the day today working on changes to try to avoid similar issues in the future.
Let us know if you see more issues, but hopefully things should be resolved now.
Fred Rivett
under review
Sorry about this Talithas! We had an issue where our server got overwhelmed which we've since fixed.
You shouldn't have lost any content, at worst it'll be stored on your local device, so going to those docs that were affected whilst the server had issues will cause it to sync up.
Let us know if you're still seeing issues here!