Design Space for iOS Error Messages and Troubleshooting

Edited: October 3, 2024

If you experience any of the following issues or error messages while using the Cricut Design Space iOS app, follow the troubleshooting steps below:

• Machine Communication Error
• Error Code: 4 - Offline Content
• Error Code -10000
• Unsuccessful Sign In
• Unsuccessful Sign In - There Is No Active Session/No Internet Connection
• Send to Mat Unsuccessful
• Permissions Needed - Please connect to the Internet
• Permissions Needed - Unable to download your user permissions
• Mat Creation Error
• Mat is black in the App
• How to offload the Design Space app

Machine Communication Error

If you receive this error message, follow these troubleshooting steps: 

1. Return to the home screen of Design Space.
2. Pull down the menu from the top left of the page.
3. Ensure your machine selection is correct (explore family applies to Explore Air 2 and all earlier releases of Explore machines).
4. select Canvas in the top right of your screen to return to your project.

If the error persists, try restarting your phone, and disconnecting your machine from power, then plug it back in and turn it on. Contact Member Care if the issue still persists. 

Error Code: 4 - Offline Content

If you receive this error message, uninstall the Cricut Design Space iOS app, then reinstall it from the App Store. If the error persists, contact Member Care for further assistance.

Error Code -10000:

If you receive this error message, uninstall the Cricut Design Space iOS app and the Cricut Basics App (if currently installed on your device), then reinstall them from the App Store. If the error persists, contact Member Care for assistance.

Unsuccessful Sign In:

Apple does not allow some special characters in passwords. Therefore, if your password contains one or more of those special characters, you may have difficulty signing in on the iOS app even if you don't have trouble signing in to Design Space on a desktop or laptop computer. 

1. If your Design Space password contains special characters (such as #; this character often causes sign-in problems), reset your password, making sure your new password does not contain special characters and attempt to sign in again. 
2. If the issue persists, contact Member Care for further assistance. 

Unsuccessful Sign In - There Is No Active Session/No Internet Connection

This error can arise if the date and time on your iOS device are incorrect. 

1. Select Okay to dismiss the message.
2. Press the home button on the bottom of the device.
3. Change the date and time to the correct date and time for your location.
4. You can also enable the Set Automatically option to ensure that the date and time setting will always be correct for your location.
5. After making the changes, restart your iOS device and try signing in again.

Send to Mat Unsuccessful:

1. This error is sometimes caused by a particular project. Try another project. If the issue does not occur, you may need to recreate the original project. If the issue occurs with multiple projects, proceed to step 2. 
2. Sign out of the Design Space app and back in to start a new session (if you are offline, you will need to go online to sign out without deleting any projects saved to your device). Then attempt to cut your project again. If this does not resolve the issue, proceed to step 3. 
3. Back up any projects that you have saved to your device (a.k.a. local projects) to the cloud. To do this, go online, open a project saved to your device, select the Save icon, and choose the Save to the Cloud option. Repeat this process for any local projects you wish to keep. 
4. Once your local projects are saved to the cloud, uninstall the Cricut Design Space iOS app, as well as the Cricut Basics app (if currently installed on your device). 
5. Reinstall the Cricut Design Space iOS app from the App Store.
6. If the issue persists, please contact Member Care for further assistance.  

Permissions Needed - Please connect to the internet:

This error generally will come up if you are offline and the app needs to verify cut permissions (i.e., you have a Cricut Access plan that just renewed, etc.). If you are offline, connect to the internet. The app will connect to our servers, verify your cut permissions, and then you can go back offline. This process generally takes a few seconds, depending on the strength and stability of your internet connection. 

If you are online when you receive this message, follow the steps below: 

1. Sign out of the app and back in (if you are offline, you will need to go online to sign out without deleting any projects saved to your device). If this does not resolve the issue, proceed to step 2. 
2. Back up any projects that you have saved to your device (a.k.a. local projects) to the cloud. To do this, go online, open a project saved to your device, select the Save icon, and choose the Save to the Cloud option. Repeat this process for any local projects you wish to keep. 
3. Once your local projects are saved to the cloud, delete the Cricut Design Space iOS app and the Cricut Basics app (if currently installed on your device).
4. Reinstall the Cricut Design Space iOS app from the App Store.
5. If the issue persists, contact Member Care for further assistance. 

Permissions Needed - Unable to download your user permissions. Please restart the app:

This error occurs on an iPad or iPhone. This error might occur if the iOS did not update correctly. If you are facing this issue, please try rolling back to a prior version and check again. If the issue persists, contact Member Care for further assistance.

Mat Creation Error:

Sign out from the Cricut Design Space app, restart your iPad/iPhone, and sign back in to the app. If the issue persists, contact Member Care for further assistance.

Mat Is Black in the App:

Sign out from the Cricut Design Space app, restart your iPad/iPhone, and sign back in to the app. If the issue persists, delete the app, restart your iPad/iPhone and install the app again from the App Store.

How to offload the Design Space app

For some issues, it may be necessary to uninstall the iOS app. However, if you have projects saved to your device that haven't been saved to the Cricut Cloud, uninstalling the app will also delete those projects and any images or fonts you have downloaded to the device.

Offloading the app instead will preserve your saved projects and downloaded images and fonts and will sometimes resolve a loading issue with the app. 

Note: An internet connection is required for this process. This process will work for devices running iOS 11.3 or later. 

1. Select the Settings app. 
   
   
    
2. Select General.
   
   
    
3. Scroll down to find iPhone/iPad storage. 
   
   
    
4. Scroll down to find the Cricut Design app in the list and select it. It may take a few moments for the list to populate. 
   
   
   
    
5. Select Offload App and confirm the selection. 
   
   
    
6. Select Reinstall App. 
   
   
    
7. Open the app and attempt your project again. 
8. If this process did not help, remove the app from your app library, restart your device, and reinstall Design Space.
9. If an issue persists beyond this point, contact Member Care for further assistance.

Note: Uninstalling Design Space will remove projects that you have not saved to the cloud. Uploaded images will not be lost through this process.