Troubleshooting

Solutions to common issues with sync, performance, login, connectivity, storage, and platform-specific problems in Craft.

This guide covers common issues you might encounter while using Craft and how to resolve them. For platform-specific issues, expand the relevant sections below.

Some troubleshooting topics are covered in their feature documentation:

• Calendar issues
• Custom domain issues
• Sharing issues
• Subscription issues
• Whiteboard migration

Sync Issues

Sync shows as 'Offline' in diagnostics

The easiest way to fix this issue is to completely close and restart the app:

On iOS:

• Force quit the app
• Wait about 30 seconds
• Open it again

On macOS:

1. Open Activity Monitor (search in Spotlight or find in Applications > Utilities)
2. Find Craft in the list
3. Click on it and then click the stop button at the top
4. Reopen Craft

After restarting, go to Settings > Diagnostics to check the Sync Availability.

Documents not syncing across devices

Check if you’re using the same account:

If you don’t see any of your documents on one of your devices, verify you’re signed in with the same account and login method (Email vs Sign in with Apple).

To check your email address:

• macOS: Your email address is displayed at the top left corner next to your avatar in the Documents list
• iPad: Tap the avatar at the top left corner in the Documents list to open the Spaces List and see your email address
• iPhone: Tap the avatar at the bottom right corner in the Documents list to open the Spaces List and see your email address

If you see an email address ending with @privaterelay.appleid.com, that means you logged in via Sign in with Apple, and this is an automatically generated email address.

Manually trigger sync

Open Settings > Diagnostics and tap the Sync Now button. After clicking, the app will attempt to restart the sync.

VPN or ad blocker blocking sync

In some cases, using VPN, ad blockers (e.g., AdGuard), or network monitoring apps (e.g., LittleSnitch) can prevent syncing between devices. Try:

1. Temporarily disabling these apps
2. Restarting Craft
3. Checking if your sync connection is restored

Browser extensions like “Hush” and “Plume Guard” can also block access to Craft’s servers.

Corporate network blocking Craft

Corporate network settings, firewalls, and privacy programs can block traffic to Craft. If you’re using Craft from your workplace, check with your IT department about network settings.

They may need to whitelist these URLs:

• api.craft.do
• docs.craft.do
• res.craft.do

See also: Can’t access Craft on Web app or Windows for related network issues.

Login Issues

Unable to login using Apple ID on macOS

When you choose Continue with Apple on your Mac, you’ll be prompted for a password. This is Apple’s security measure.

Important: You need to enter the password of your account on your Mac, not the password for your Apple ID.

If you enter your Apple ID password, the prompt will simply reappear without any error message.

Unable to access Craft's website or apps

Certain browser extensions, ad blockers, or private networks may prevent you from accessing Craft’s website or apps. Common errors include “Server Not Found” or pages simply not loading.

Apps known to cause these issues:

• Hush
• Plume Guard

Solutions:

1. Disable these extensions temporarily
2. Mark Craft’s domain as secure in their configuration
3. Try using a different network

If the problem persists across different networks and cellular data, please contact support.

Performance Issues

Craft running slowly on macOS

If you’re experiencing performance issues, try these steps:

Quick fixes:

1. Restart the app via Activity Monitor (see sync issues above)
2. Close unnecessary tabs and windows
3. Check if you’re using window management apps (like Magnet) and ensure they’re updated

Information to provide support:

If the issue persists, collect this information before contacting support:

• Are you using an External Storage-based Space?
• Are you using any window management applications?
• Are there any third-party tools for text editing?
• Screenshot of apps installed under System Settings > Privacy & Security > Accessibility
• Does restarting the app help?
• Do multiple tabs and windows cause the issue?

Create a Spindump (for persistent issues):

1. Open Activity Monitor
2. Click the three-dot menu (⋯)
3. Select Spindump
4. Save the file and send it to support

Craft running slowly on Windows

If you’re experiencing performance issues on Windows, check:

1. What Windows version are you running?
2. Are you connected to a company network/VPN?
3. Does restarting the app resume normal performance?
4. Does restarting your computer resume normal performance?

If issues persist, record a full-screen video of the error/unexpected behavior and share it with support.

Using Grammarly Desktop with Craft on macOS

To use Grammarly Desktop with the Craft macOS app:

1. Download Grammarly desktop from grammarly.com/desktop

2. After installation, launch the Grammarly app

3. Follow the guide to enable Grammarly in System Settings > Privacy & Security > Accessibility

4. Restart the Craft app

The Grammarly widget should now be available whenever you select a block to be reviewed.

macOS-Specific Issues

Latest update not showing in App Store

If you don’t see the latest version of Craft in the App Store (only an “Open” button):

1. Force quit the App Store

2. Restart the App Store

3. Search for “Craft Docs”

4. Click on the title to enter the app details page

5. Check if you see the update button there

Pop-up: 'Another Craft is already installed'

This message appears when there are leftover files from a previous installation. This usually happens if you’ve installed Craft from more than one source (e.g., both App Store and Setapp).

Solution:

1. Delete Craft from your Applications folder

2. In Finder, go to Go > Go to Folder and paste these paths one at a time, deleting their contents:

   ~/Library/Group Containers/group.com.lukilabs.lukiapp.share/
   ~/Library/Containers/com.lukilabs.lukiapp
   
3. If that doesn’t work, check both Group Containers and Containers folders for any files containing “craft”, “lukilabs”, or “lukiapp” and delete them

4. Reinstall Craft from your preferred source

iOS/iPadOS-Specific Issues

Sharing files ends up as an unusable link

Currently, you can share text and links via Share Sheet with Craft. If you try to share photos or files, you may end up with an unusable link.

Workarounds:

Option 1: Copy and paste

1. Pick Copy in the Share Sheet
2. Open Craft
3. Paste into the correct document

Option 2: Download and add

1. Download the file to your device
2. In Craft, tap the + button at the bottom left
3. Pick Files option
4. Select the file from your device

Windows and Web app Issues

Can't access Craft on Web app or Windows

When accessing Craft on a company device or network, the company’s proxy solution may be blocking access.

Ask your IT department to whitelist these URLs:

• api.craft.do
• docs.craft.do
• res.craft.do

'You Are Offline' message

This message means the app has temporarily lost its connection to the internet or our servers. It will automatically attempt to reconnect.

What to do:

• Check Your Internet Connection: Ensure your connection is active and stable
• Pause Editing: To avoid potential data loss, pause editing until the app is back online
• Reload the Page: If your connection is stable and you have no unsaved changes, try reloading the page

The message will disappear as soon as the connection is successfully restored.

Thumbnail failed to fetch data

While using the Web app version of Craft, you may notice thumbnails for certain pasted links (like LinkedIn) won’t display correctly, showing “Failed to fetch data.”

Explanation: Our third-party provider that retrieves link data appears to have been blocked. This is an external issue beyond our immediate control.

Good news:

• The links still work when clicked
• This only affects the Web app version
• This is isolated to personal LinkedIn profile links
• Company LinkedIn links display correctly
• All LinkedIn thumbnails work correctly on macOS, iOS, and iPad apps

How to update Craft for Windows

Craft for Windows automatically updates when you quit and reopen the app. You’ll see a notification in your Windows notification panel (bottom right corner) when a new version is available.

You can also manually update by:

1. Uninstalling Craft for Windows
2. Downloading the latest version from craft.do/download or the Windows App Store

Data & Storage Issues

Recently Deleted folder disappeared

The Recently Deleted folder can disappear for two reasons:

1. The previously deleted documents were deleted more than 30 days ago
2. The content of the deleted folder was deleted manually

If you deleted something by accident, check the available recovery options in the Storage and Recovery documentation.

Error: External location already added

Problem: When trying to re-add an external location, you keep getting the error “External location already added” but it doesn’t show up as a space.

Solution:

1. Sign out from the Craft application

2. Sign back in

3. Try adding the external location again

If you still get the same message:

1. Delete the Craft application from your device
2. Reinstall the app
3. Try adding the external location

iCloud sync issues with External Storage

The reliability and performance of iCloud Drive sync are out of our control. If syncing is not working, these tips might help:

We do not recommend using External spaces across different devices as it can lead to data conflicts and data loss. If you’re unsure how to use your spaces, please contact support.

Troubleshooting steps:

1. Trigger sync manually: Open Finder on macOS or the Files app on iOS and navigate to your iCloud Drive folder

2. Edit a document: Change the content of a document to kick off syncing

3. Check internet access: Ensure you’re on Wi-Fi or have a fast cellular connection. Make sure your device is charged

4. Toggle Airplane Mode: Reconnecting to the network can kick off iCloud Drive sync

5. Check cellular sync settings:

   • Enable “System Services” under Settings > Cellular Data
   • Turn on “Use Cellular Data” in Settings > iCloud > iCloud Drive

6. Check battery level: When your battery is low, your device won’t sync as fast to preserve power

7. Check iCloud storage limit: Craft can’t sync if you’ve hit your storage limit

8. Restart your devices: Ensure iCloud services are running in the background

9. Verify iCloud is enabled:

   • iOS: Sign in to iCloud with your Apple ID and enable iCloud Drive
   • macOS: Sign in to iCloud and ensure iCloud Drive is enabled in Apple ID settings

10. Disable ‘Optimize Mac Storage’: Find this in Apple ID settings. With this enabled, your Mac will offload content to the cloud, which can lead to missing files

11. Be patient: iCloud Drive syncing can take time, especially on first use. It could take a day to start

12. Sign out and back in: If iCloud Drive is hanging or extremely slow, sign out and back in to iCloud

13. Set time automatically: Ensure all devices have automatic time setting enabled

14. Update your OS: Apple continuously improves iCloud with each OS version

15. Check Apple’s System Status: Visit Apple’s System Status page to check if iCloud services are operational

Reporting Bugs

If you’ve encountered a bug in Craft, we’d love your help tracking it down. Clear reports allow our team to investigate and resolve issues faster.

Before you report

• Make sure you’re using the latest version of Craft
• Restart the app or refresh the web version
• If the issue persists, continue with reporting

What to include in your bug report

1. Confirm your version: Let us know if you’re using the latest version

2. Share your environment:

   • Device model (e.g., MacBook Pro, iPhone 14, Windows laptop)
   • Operating system and version (e.g., macOS Sonoma 14.2, iOS 17.3, Windows 11)
   • Platform (desktop app, mobile app, or web version)

3. Describe the steps leading to the issue:

   • Outline exact actions that led to the problem
   • Example: “Opened a document > Added a new page > Inserted an image > Issue happened”

4. Include a screen recording:

   • Keep it short and focused on the issue
   • Space out your actions for clarity
   • Record the entire screen (not cropped)
   • Use the highest resolution available
   • Screenshots are also helpful for visual bugs or error messages

How to record your screen

iPhone:

• Enable Screen Recording in Settings > Control Center
• Open Control Center and tap Record
• Stop recording by tapping the red status bar
• Apple’s official guide

macOS:

• Press Command + Shift + 5
• Choose “Record Entire Screen” or “Record Selected Portion”
• Apple’s official guide

Windows:

• Press Windows Key + G to open Xbox Game Bar
• Use the Capture widget to record
• Microsoft’s official guide

What happens after you report

• One-off issues: We’ll log it and monitor for related cases
• Reproducible bugs: We’ll escalate it internally for investigation and resolution

Thank you for taking the time to report bugs. Your input helps us make Craft better for everyone.

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