Troubleshooting for shops
Fixes for sync stopping, an expired license on an offline computer, files not saving to the folder, and other common problems.
Sync stopped
The message reads "Sync stopped: … Your work is safe on this computer."
- Check the internet.
- Press Sync now.
- Still failing? Sign out and sign back in, then Sync now.
- Email hello@stillespace.com with the exact message. Don't remove kitchens marked Not synced yet or Changed here in the meantime. They only exist on this computer.
A kitchen name ends in "(from this computer)"
It was changed on two computers while one was offline. Both versions were kept. See "Syncing, working offline, and \"(from this computer)\" copies".
License ran out on an offline computer
The message reads "This license ran out on [date]."
- If the computer can go online for a minute: connect and sign in. The license renews itself.
- If not: on an online computer, License & billing → Download license file, copy it by USB, then Choose license file (or Load license file…) on the offline computer.
- Also check the computer's date and time.
"This computer's clock is set earlier than the last time Space ran"
Set the date, time and time zone correctly, then try again.
A file didn't save to the cut-file folder
See "Choosing where cut files save". Usually the folder was moved or is on a drive that isn't connected, or the file is open in another program.
"Your plan doesn't include design right now" / buttons greyed out
This computer has no valid license for the shop. Sign in online (or load a fresh license file), then reload. If it persists, email us.
Can't invite a teammate, or they see "Start your shop"
"Your plan includes N user(s)…" means every seat is used. Waiting invites count. Cancel invite on old ones, Switch off people who've left, or email us about extra seats. A teammate who sees Start your shop signed in with a different email than you invited. See "Inviting your team and how seats work".
A client can't see the kitchen
They must sign in with the exact email you invited. Check it in Share, and use Send invite again to resend.
"The cabinet engine could not lay this kitchen out"
Read the reason shown under it, change the layout, and open the Shop tab again. If you can't tell what to change, email us the kitchen file. Even when it works, read the warnings under Check these before cutting.
The 3D view is blank or slow
See "What computers, browsers and phones work with Space?"
Lost work, a wrong cut, or a bug
Email hello@stillespace.com with the kitchen file (Save file), screenshots, and what happened.
Still stuck? In the Space app, press Ask Space, or email hello@stillespace.com.