Having trouble with LucidLink? This guide covers some of the most common login, connection, permissions and performance issues.
If you still need help after completing the relevant steps below, submit a Support ticket. Our Support team will review the issue and advise you on the next steps.
I Can’t Log In
LucidLink and LucidLink Classic are separate products. Each has its own account system, login portal and desktop application.
Trying to sign in through the wrong portal, or using the wrong desktop application, is one of the most common causes of login problems.
New LucidLink (3.x)
LucidLink Classic (2.x)
Accounts and filespaces are not shared between the two products. A LucidLink Classic account cannot be used to access the new LucidLink, and vice versa.
For more information, see FAQ: LucidLink Classic and the new LucidLink.
My password isn’t working
First, confirm that you are using the correct login portal and desktop application.
New LucidLink
Ensure you've installed the latest LucidLink Client Application, then select Forgot your password? on the login screen and follow the recovery instructions. Alternatively, you can use the LucidLink web app.
If you previously generated a backup code, use it to reset your password while retaining access to your workspaces.
If you do not have a backup code, you can continue using the verification code sent to your registered email address. However, this removes your existing account keys. Your account will enter a pending state, and you will need to be re-admitted to your workspaces before you can access their files.
See:
Workspace owners can only reset their password with a backup code.
LucidLink Classic
Standard user passwords must be reset by a filespace administrator. LucidLink Support cannot recover or reset a LucidLink Classic root-user password.
Contact the person or team that originally provided your filespace access.
See Forgotten password for filespace user accounts.
I Can’t Connect to My Filespace
Connection problems can be caused by your network, firewall, VPN, application permissions or filespace configuration.
1. Check your internet connection
Confirm that your device has an active internet connection.
If you are connected through a corporate network, firewall, VPN or Zero Trust Network Access service, it may be blocking or inspecting LucidLink traffic. This can happen even if LucidLink previously worked correctly, as network policies can change.
Try the following:
- Temporarily disconnect from your VPN, if permitted by your organisation.
- Restart the LucidLink application.
- Test LucidLink using another network, such as a mobile hotspot.
If LucidLink works on another network, the problem is likely related to your original network configuration. Ask your IT or network administrator to review the LucidLink firewall requirements.
If the problem occurs on multiple networks, submit a Support ticket.
Further reading: Firewall ports and required software
2. The filespace won’t mount
If you can sign in but the filespace does not mount, you may see an error such as:
Failed to mount the filespace
macOS
LucidLink requires permission to access network volumes.
- Quit the LucidLink application.
- Open System Settings.
- Select Privacy & Security > Files & Folders.
- Find LucidLink and enable Network Volumes.
- Reopen LucidLink and connect to the filespace again.
If prompted to allow access to Network Volumes, select Allow.
Further reading: Troubleshooting LucidLink macOS Privacy & Security Permissions
Windows
If your filespace uses a drive letter as its mount point, make sure that:
- The selected drive letter is not already in use.
- Each LucidLink filespace has a unique mount point.
- The mount point has not been assigned to an existing local or mapped network drive.
Further reading: Mounting filespaces on Windows
3. LucidLink repeatedly disconnects
If LucidLink connects but repeatedly enters a degraded or disconnected state, check whether your computer is entering sleep or another power-saving mode.
When a computer goes to sleep, its network connection may also be suspended, causing LucidLink to disconnect from the filespace. Some power-saving settings may also turn off the network adapter or external cache drive while the computer is inactive.
Check your operating system’s sleep, power and energy-saving settings, and temporarily configure the computer to remain awake while testing. If you use an external drive for your LucidLink cache, make sure the drive is not being put to sleep or disconnected.
If it repeatedly disconnects while the computer is awake:
- Confirm that your internet connection is stable.
- Temporarily disconnect from your VPN, if permitted.
- Restart the LucidLink application.
- Test using another network, such as a mobile hotspot.
- Check the LucidLink Status page for an active incident.
If you are a filespace administrator using your own object storage, also verify that the storage bucket still exists and that its access credentials and permissions have not changed.
If the issue continues across multiple networks, submit a Support ticket.
I Can’t See My Workspace, Filespace, or Folders
First, determine what is missing:
- If an entire workspace or filespace is missing, confirm that you are signed in to the correct LucidLink account and ask the workspace administrator to verify your membership.
- If you can access the filespace but cannot see particular files or folders, the issue is likely related to folder permissions.
LucidLink administrators can grant Read or Read/Write access to specific folders. Content for which you have not been granted access may not be visible.
Contact the workspace or filespace administrator who originally provided your access and ask them to verify:
- That you are a member of the correct workspace.
- That you have access to the correct filespace.
- That you have the required folder permissions.
LucidLink Is Running Slowly
LucidLink performance depends on several factors, including:
- Available bandwidth
- Network latency
- Wi-Fi quality
- VPN routing
- Distance from the filespace’s storage region
- Cache configuration
- The size and format of the files being accessed
A fast internet connection does not always guarantee low latency. Bandwidth determines how much data can be transferred, while latency affects how quickly requests receive a response.
Things to try
- Use a wired Ethernet connection where possible.
- Disconnect from your VPN, if permitted.
- Pause large downloads, cloud backups, and other bandwidth-heavy activity.
- Restart your router.
- Test LucidLink using another network.
- Check the connection indicator in the LucidLink application.
- Consider pinning frequently used files, particularly when working from a slower or less reliable connection.
A Fair or Poor connection status does not indicate that your data is at risk. It means that the connection between your workstation and the filespace is less responsive than expected.
If performance remains poor, submit a Support ticket so that the Support team can review your diagnostics.
Further reading:
- Your internet connection
- Latency and its impact on LucidLink performance
- LucidLink cache best practices and configuration
The LucidLink Application Keeps Crashing
Application crashes are often resolved by updating to the latest version.
Reinstall or update LucidLink
- Download the correct installer:
- Quit the LucidLink application.
- Run the installer.
- Follow the on-screen instructions.
- Restart LucidLink and test the issue again.
If the application continues to crash after updating, submit a Support ticket.
Still Stuck?
If none of the above resolved your issue, our support team is here to help.