> ## Documentation Index
> Fetch the complete documentation index at: https://craft-support.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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. Expand the sections below to find the topic that matches your issue.

<Info title="Looking for feature-specific help?">
  Some troubleshooting topics live in their feature documentation:

  * [Calendar issues](/en/plan-and-do/calendar#troubleshooting)
  * [Custom domain issues](/en/share-and-publish/publish/domains#troubleshooting)
  * [Sharing issues](/en/share-and-publish/share#troubleshooting)
  * [Subscription issues](/en/account-and-subscription/billing#troubleshooting)
  * [Whiteboard migration](/en/write-and-edit/whiteboards#updating-legacy-whiteboards)
</Info>

## Sync Issues

Most sync problems can be diagnosed and fixed from the **Diagnostics** panel. Open **Settings → Diagnostics** to see your current sync status, trigger a manual sync, or report a sync error directly to our team.

<Frame>
  <img src="https://mintcdn.com/craft-support/2Bd_9qGHtOA1AMgv/images/introduction/troubleshooting/en/content/diagnostics-settings.png?fit=max&auto=format&n=2Bd_9qGHtOA1AMgv&q=85&s=83b336be8c0f04d2d4dc169c3dbad717" alt="The Diagnostics Settings panel in Craft showing sync status, troubleshooting links, sync history, and the Reset Sync option" width="1567" height="1103" data-path="images/introduction/troubleshooting/en/content/diagnostics-settings.png" />
</Frame>

<AccordionGroup>
  <Accordion title="Sync shows as 'Offline' in diagnostics">
    The fastest fix is to fully close and restart Craft.

    <Tabs>
      <Tab title="macOS">
        1. Open **Activity Monitor** (Spotlight search, or Applications → Utilities)
        2. Find **Craft** in the list
        3. Select it and click the **Stop** (⊗) button at the top
        4. Reopen Craft
      </Tab>

      <Tab title="iOS / iPadOS">
        1. Force quit Craft (swipe up and flick the Craft card away)
        2. Wait about 30 seconds
        3. Reopen Craft
      </Tab>

      <Tab title="Windows">
        1. Right-click the Craft icon in the taskbar and choose **Close window**
        2. If it's still running, open **Task Manager**, find **Craft**, and click **End task**
        3. Reopen Craft
      </Tab>
    </Tabs>

    After restarting, open **Settings → Diagnostics** and check the sync status at the top of the panel.
  </Accordion>

  <Accordion title="Documents not syncing across devices">
    First, confirm you're signed in with the **same account and login method** on every device. Email and **Sign in with Apple** create different accounts even if the email looks the same.

    To check your email address:

    <Tabs>
      <Tab title="macOS">
        Your email is shown at the top-left corner of the Documents list, next to your avatar.
      </Tab>

      <Tab title="iPad">
        Tap the avatar at the top-left of the Documents list to open the Spaces list.
      </Tab>

      <Tab title="iPhone">
        Tap the avatar at the bottom-right of the Documents list to open the Spaces list.
      </Tab>
    </Tabs>

    <Info title="About `@privaterelay.appleid.com`">
      If your email ends with `@privaterelay.appleid.com`, you signed up using **Sign in with Apple**. That's a relay address generated by Apple, not your real email. Make sure you use the same Apple ID on every device.
    </Info>
  </Accordion>

  <Accordion title="Manually trigger sync">
    Open **Settings → Diagnostics** and tap **Sync Now**. The app will attempt to restart the sync process.

    If **Sync Now** doesn't resolve the issue:

    <Tabs>
      <Tab title="macOS / iOS">
        1. Sign out of Craft (**Settings → Account → Sign Out**)
        2. Force quit the app
        3. Wait 30 seconds, reopen Craft, and sign back in
      </Tab>

      <Tab title="Windows / Web">
        1. Restart the app (Windows) or clear your browser cache (Web)
        2. Check your internet connection, ideally try a different network
        3. Sign out and back in
      </Tab>
    </Tabs>

    If documents appear on one device but not another, double-check the account and login method on both (see **Documents not syncing across devices** above).
  </Accordion>

  <Accordion title="VPN or ad blocker blocking sync">
    VPNs, ad blockers (e.g., **AdGuard**), and network monitoring tools (e.g., **Little Snitch**) can prevent Craft from syncing.

    1. Temporarily disable the tool
    2. Restart Craft
    3. Check whether sync is restored

    Browser extensions like **Hush** and **Plume Guard** can also block access to Craft's servers.
  </Accordion>

  <Accordion title="Corporate network blocking Craft">
    Corporate firewalls and privacy programs can block traffic to Craft. If you're on a work network, ask your IT department to allow these domains:

    * `api.craft.do`
    * `docs.craft.do`
    * `res.craft.do`

    See also: [Can't access Craft on Web app or Windows](#cant-access-craft-on-web-app-or-windows).
  </Accordion>
</AccordionGroup>

## Login Issues

<AccordionGroup>
  <Accordion title="Unable to log in with 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.

    <Warning>
      Enter the password of your **macOS user account**, not the password for your Apple ID. If you type the Apple ID password, the prompt simply reappears without an error.
    </Warning>
  </Accordion>

  <Accordion title="Unable to access Craft's website or apps">
    Some browser extensions, ad blockers, or private networks may prevent you from reaching Craft. Common symptoms include **"Server Not Found"** or pages that simply don't load.

    Apps known to cause this:

    * [Hush](https://oblador.github.io/hush/)
    * **Plume Guard** (the Secure DNS feature in the Plume HomePass app)

    **Try these steps:**

    1. Disable the extension or tool temporarily
    2. Mark Craft's domain as secure in the tool's configuration
    3. Try a different network

    If the issue persists across networks and cellular data, please contact support.
  </Accordion>
</AccordionGroup>

## Performance Issues

<AccordionGroup>
  <Accordion title="Craft running slowly on macOS">
    **Quick fixes:**

    1. Restart the app via **Activity Monitor** (see [Sync shows as 'Offline'](#sync-shows-as-offline-in-diagnostics) above for steps)
    2. Close unused tabs and windows
    3. Check whether window management apps (e.g., **Magnet**, **Rectangle**) are up to date

    **Information to include when contacting support:**

    * Are you using an **External Storage** space?
    * Any window management apps in use?
    * Any third-party text editing tools?
    * Screenshot of **System Settings → Privacy & Security → Accessibility**
    * Does restarting the app help?
    * Do multiple tabs and windows trigger the issue?

    For persistent slowdowns, send us a **Spindump**. See [Capture diagnostic data](#capture-diagnostic-data) under *Reporting bugs* for steps.
  </Accordion>

  <Accordion title="Craft running slowly on Windows">
    Check the following:

    1. Which **Windows version** are you running?
    2. Are you connected to a company network or VPN?
    3. Does restarting the app restore normal performance?
    4. Does restarting the computer restore normal performance?

    If the issue persists, record a full-screen video of the problem and share it with support. See [Capture diagnostic data](#capture-diagnostic-data) under *Reporting bugs* for additional logs you can include.
  </Accordion>

  <Accordion title="Using Grammarly Desktop with Craft on macOS">
    To use the Grammarly desktop app with Craft on macOS:

    <Steps>
      <Step title="Download Grammarly">
        Get the desktop app from [grammarly.com/desktop](https://www.grammarly.com/desktop).
      </Step>

      <Step title="Launch Grammarly">
        Open the app after installation.
      </Step>

      <Step title="Grant accessibility permission">
        Follow the in-app guide to enable Grammarly in **System Settings → Privacy & Security → Accessibility**.
      </Step>

      <Step title="Restart Craft">
        Quit and reopen the Craft app.
      </Step>
    </Steps>

    The Grammarly widget should appear whenever you select a block.
  </Accordion>
</AccordionGroup>

## macOS-Specific Issues

<AccordionGroup>
  <Accordion title="Latest update not showing in App Store">
    If you only see an **Open** button in the App Store instead of the update:

    <Steps>
      <Step title="Force quit the App Store" />

      <Step title="Reopen the App Store" />

      <Step title="Search for 'Craft Docs'" />

      <Step title="Open the app details page">
        Click the app title to enter the full detail view.
      </Step>

      <Step title="Check for the update button" />
    </Steps>
  </Accordion>

  <Accordion title="Pop-up: 'Another Craft is already installed'">
    This message appears when leftover files from a previous installation remain on your Mac. It typically happens when Craft was installed from multiple sources (e.g., both the App Store and Setapp).

    <Steps>
      <Step title="Delete Craft from Applications" />

      <Step title="Clear container folders">
        In Finder, go to **Go → Go to Folder** and paste these paths one at a time, then delete the contents:

        ```
        ~/Library/Group Containers/group.com.lukilabs.lukiapp.share/
        ~/Library/Containers/com.lukilabs.lukiapp
        ```
      </Step>

      <Step title="Sweep for leftovers">
        If the message persists, search both **Group Containers** and **Containers** folders for any items containing `craft`, `lukilabs`, or `lukiapp` and delete them.
      </Step>

      <Step title="Reinstall Craft">
        Install Craft fresh from your preferred source.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## iOS / iPadOS-Specific Issues

<AccordionGroup>
  <Accordion title="Sharing files ends up as an unusable link">
    You can share **text and links** to Craft via the Share Sheet. Sharing **photos or files** directly can result in an unusable link.

    **Option 1: Copy and paste**

    1. Choose **Copy** in the Share Sheet
    2. Open Craft
    3. Paste into the target document

    **Option 2: Download and add**

    1. Save the file to your device
    2. In Craft, tap the **+** button at the bottom-left
    3. Choose **Files**
    4. Select the file
  </Accordion>
</AccordionGroup>

## Windows and Web App Issues

<AccordionGroup>
  <Accordion title="Can't access Craft on Web app or Windows">
    On a company device or network, your company's proxy may be blocking access.

    Ask your IT department to allow these domains:

    * `api.craft.do`
    * `docs.craft.do`
    * `res.craft.do`
  </Accordion>

  <Accordion title="'You Are Offline' message">
    This message means the app has lost its connection to the internet or our servers. It will automatically attempt to reconnect.

    **What to do:**

    * **Check your internet connection.** Make sure it's active and stable.
    * **Pause editing.** Avoid making changes until the connection is restored, to prevent potential data loss.
    * **Reload the page.** If your connection is stable and you have no unsaved changes, refresh the page.

    The message disappears as soon as the connection is back.
  </Accordion>

  <Accordion title="Thumbnail failed to fetch data">
    On the Web app, some pasted links (e.g., LinkedIn) may show **"Failed to fetch data"** instead of a thumbnail.

    The third-party service we use to fetch link previews is blocked by some providers. This is an external issue we can't control directly.

    **What still works:**

    * Clicking the link opens it normally
    * Only the **Web app** is affected
    * Only **personal LinkedIn profile links** are affected
    * **Company LinkedIn links** display correctly
    * All LinkedIn thumbnails render correctly on **macOS, iOS, and iPad**
  </Accordion>

  <Accordion title="How to update Craft for Windows">
    Craft for Windows updates automatically when you quit and reopen the app. A notification appears in the Windows notification panel (bottom-right) when a new version is available.

    To update manually:

    1. Uninstall Craft for Windows
    2. Download the latest version from [craft.do/download](https://www.craft.do/download) or the [Microsoft Store](https://apps.microsoft.com/store/detail/craft/9P9K8RN4TV3H)
  </Accordion>
</AccordionGroup>

## Subscription Issues

<AccordionGroup>
  <Accordion title="Still seeing the block limit after upgrading">
    If you recently upgraded but Craft still shows the free tier limit (1,500 blocks), the app may not have refreshed your subscription status yet.

    1. Sign out of Craft (**Settings → Account → Sign Out**)
    2. Close the app completely
    3. Reopen Craft and sign back in

    Your upgraded plan should now apply. If not, make sure you're signed in with the **same account** you used to purchase the subscription.
  </Accordion>
</AccordionGroup>

## Data & Storage Issues

<AccordionGroup>
  <Accordion title="Recently Deleted folder disappeared">
    The **Recently Deleted** folder can disappear for two reasons:

    1. The deleted documents are older than **30 days**
    2. The content of the deleted folder was emptied manually

    If you deleted something by accident, check the [Storage and Recovery](/en/account-and-subscription/storage-and-recovery) documentation for available options.
  </Accordion>

  <Accordion title="Error: External location already added">
    If you keep getting **"External location already added"** when re-adding an external location, but it doesn't appear as a space:

    <Steps>
      <Step title="Sign out of Craft" />

      <Step title="Sign back in" />

      <Step title="Try adding the external location again" />
    </Steps>

    If the message persists:

    1. Delete the Craft app from your device
    2. Reinstall the app
    3. Try adding the external location again
  </Accordion>

  <Accordion title="iCloud sync issues with External Storage">
    The reliability and performance of **iCloud Drive** sync are outside our control. If syncing isn't working, these steps usually help.

    <Warning title="Important">
      We do not recommend using External spaces across multiple devices. It can lead to data conflicts and data loss. If you're unsure how to use your spaces, please contact support.
    </Warning>

    **Troubleshooting steps:**

    1. **Trigger sync manually.** Open Finder (macOS) or the Files app (iOS) and navigate to your iCloud Drive folder.
    2. **Edit a document.** Changing content kicks off syncing.
    3. **Check internet access.** Use Wi-Fi or a fast cellular connection. Make sure your device is charged.
    4. **Toggle Airplane Mode.** Reconnecting can restart iCloud Drive sync.
    5. **Check cellular sync settings:**
       * Enable **System Services** under **Settings → Cellular Data**
       * Enable **Use Cellular Data** under **Settings → iCloud → iCloud Drive**
    6. **Check battery level.** Low battery slows sync to preserve power.
    7. **Check iCloud storage limit.** Sync stops if you've hit your storage quota.
    8. **Restart your devices.** Ensures iCloud services are running.
    9. **Verify iCloud is enabled:**
       * **iOS:** Sign in to iCloud and enable iCloud Drive
       * **macOS:** Sign in to iCloud and enable iCloud Drive in Apple ID settings
    10. **Disable 'Optimize Mac Storage'.** With this on, your Mac offloads files to the cloud, which can cause missing files.
    11. **Be patient.** First-time syncing can take up to a day.
    12. **Sign out and back in.** If iCloud Drive is hanging, sign out of iCloud and back in.
    13. **Set time automatically.** Make sure all devices have automatic time enabled.
    14. **Update your OS.** Apple improves iCloud with each OS version.
    15. **Check Apple's [System Status](https://www.apple.com/support/icloud/systemstatus/) page.**
  </Accordion>
</AccordionGroup>

## Reporting bugs

If you've encountered a bug in Craft, we'd love your help tracking it down. Clear reports help us 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 below

### What to include

<Steps>
  <Step title="Confirm your version">
    Mention the exact version number you're running.
  </Step>

  <Step title="Share your environment">
    * **Device model** (e.g., MacBook Pro M2, iPhone 15, Windows laptop)
    * **Operating system and version** (e.g., macOS Sequoia 15.4, iOS 18.5, Windows 11 23H2)
    * **Platform** (desktop app, mobile app, or Web)
  </Step>

  <Step title="Describe the steps to reproduce">
    List the exact actions that led to the problem. Example: *"Opened a document → added a new page → inserted an image → issue happened."*
  </Step>

  <Step title="Attach a screen recording">
    Keep it short and focused on the issue, record the entire screen (not a crop), and use the highest resolution available. Screenshots also work for visual bugs and error messages. See [how to record your screen](#how-to-record-your-screen) below.
  </Step>

  <Step title="Attach a diagnostic file (if applicable)">
    For crashes, freezes, or persistent sync issues, include a Spindump, sysdiagnose, or browser console log. See [Capture diagnostic data](#capture-diagnostic-data) below.
  </Step>
</Steps>

### How to record your screen

<Tabs>
  <Tab title="iPhone / iPad">
    * Enable **Screen Recording** in **Settings → Control Center**
    * Open Control Center and tap **Record**
    * Stop the recording by tapping the red status bar
    * [Apple's official guide](https://support.apple.com/en-us/HT207935)
  </Tab>

  <Tab title="macOS">
    * Press **⌘ + Shift + 5**
    * Choose **Record Entire Screen** or **Record Selected Portion**
    * [Apple's official guide](https://support.apple.com/en-us/HT208721)
  </Tab>

  <Tab title="Windows">
    * Press **Windows key + G** to open the Xbox Game Bar
    * Use the **Capture** widget to record
    * [Microsoft's official guide](https://www.microsoft.com/en-us/windows/learning-center/how-to-record-screen-windows-11)
  </Tab>
</Tabs>

### Capture diagnostic data

For persistent crashes, freezes, or sync issues, our team may ask for a diagnostic file. The exact format depends on your platform, but the goal is always the same: capture what your system was doing when the problem happened.

<Tabs>
  <Tab title="macOS">
    A **Spindump** captures a snapshot of all running processes. It's the most useful file you can send us for hangs, beachballs, or slowness on macOS.

    <Steps>
      <Step title="Reproduce the issue">
        Trigger the slow or unresponsive behavior in Craft, and leave it in that state.
      </Step>

      <Step title="Open Activity Monitor">
        Find it in **Applications → Utilities**, or search with Spotlight (**⌘ + Space**).
      </Step>

      <Step title="Create the Spindump">
        Click the three-dot menu **(⋯)** in the toolbar, then choose **Spindump**.
      </Step>

      <Step title="Save the file">
        Wait a few seconds for the report to generate, then **Save** the file to your Desktop.
      </Step>

      <Step title="Send it to support">
        Attach the `.txt` file to your support ticket along with a short description of what you did right before the issue.
      </Step>
    </Steps>
  </Tab>

  <Tab title="iOS / iPadOS">
    A **sysdiagnose** is Apple's built-in diagnostic snapshot. It's the iOS equivalent of a Spindump.

    <Steps>
      <Step title="Trigger the sysdiagnose">
        * **iPhone (Face ID):** Press and quickly release **Volume Up**, then **Volume Down**, then press and hold the **Side button** + **both Volume buttons** for about 1 second.
        * **iPhone with Home button:** Press and hold the **Home button** + **both Volume buttons** for about 1 second.
        * **iPad:** Press and hold the **Top button** + **both Volume buttons** for about 1 second.

        You'll feel a short vibration. No notification appears, this is normal.
      </Step>

      <Step title="Wait for it to generate">
        Wait about **10 minutes**. The system needs time to compile the report in the background.
      </Step>

      <Step title="Find the report">
        Open **Settings → Privacy & Security → Analytics & Improvements → Analytics Data**. Scroll to find an entry starting with `sysdiagnose_` and today's date.
      </Step>

      <Step title="Share with support">
        Tap the entry, tap the **share icon** at the top-right, and send it to support via Mail or Files.
      </Step>
    </Steps>

    <Info>
      The file is large (often 100+ MB). Sharing via Mail or AirDrop to your Mac, then attaching to a support email usually works best.
    </Info>
  </Tab>

  <Tab title="Windows">
    The quickest way to help us on Windows is a **screen recording** of the issue, plus your **system information**.

    <Steps>
      <Step title="Record the issue">
        Press **Windows key + G** to open the Xbox Game Bar, then use the **Capture** widget to record. Keep the recording short and focused on the problem.
      </Step>

      <Step title="Grab your system info">
        Open **Settings → System → About** and take a screenshot of the **Device specifications** and **Windows specifications** sections.
      </Step>

      <Step title="(Optional) Export Event Viewer logs">
        For repeat crashes, open **Event Viewer** (search the Start menu), expand **Windows Logs → Application**, find the recent **Error** entries related to Craft, right-click → **Save All Events As…** and save as a `.evtx` file.
      </Step>

      <Step title="Send to support">
        Attach the recording, screenshots, and any logs to your support ticket.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Web">
    For Web app issues, the **browser console** usually shows what went wrong.

    <Steps>
      <Step title="Open DevTools">
        * **Chrome, Edge, Brave:** Press **F12** (Windows) or **⌘ + Option + I** (Mac)
        * **Safari:** Enable the Develop menu first (**Safari → Settings → Advanced → Show Develop menu**), then press **⌘ + Option + C**
        * **Firefox:** Press **F12** (Windows) or **⌘ + Option + I** (Mac)
      </Step>

      <Step title="Switch to the Console tab">
        Click **Console** at the top of the DevTools panel.
      </Step>

      <Step title="Reproduce the issue">
        With the Console open, repeat the steps that caused the problem so any errors are captured.
      </Step>

      <Step title="Send a screenshot">
        Take a screenshot of the Console showing any red error messages, and include your browser and version (e.g., Chrome 124, Safari 17).
      </Step>
    </Steps>
  </Tab>
</Tabs>

### What happens after you report

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

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

***

## Still need help?

If you can't find a solution here, we're here to help:

<Columns cols={2}>
  <Card title="Contact Support" href="https://support.craft.do/hc/en-us/requests/new">
    Get help directly from our support team
  </Card>

  <Card title="Getting Help" href="/en/introduction/help">
    Learn about all the ways to get support and share feedback
  </Card>
</Columns>