Cricut Design Studio FAQ v.1c

The following is a list of frequently asked questions about the Cricut DesingStudio. We have arranged the questions in order of importance and current relevance.   Please note that the first 12 questions directly address technical support issues being experienced by some users.

If you are experiencing any of the following 12 issues, AND have already emailed or called Cricut Support to report the issue, please do not repeat requests for assistance on the same issue.  This only bogs down our support efforts with redundant work.   Some issues have solutions in place, which you will find detailed below, but some other issues will be resolved through our software update process. If you are experiencing an issue that we have identified (in this FAQ) as one to be resolved by update, please be patient and refrain from repeating calls and emails to our support team. We are giving these issues our FULL attention and significant progress is being made in our concerted efforts to fix them.

Due to the incredible success of the Cricut DesignStudio thus far, we are busily expanding our Cricut Support department to better accommodate the needs of our wonderful Cricut enthusiasts. We apologize for any problems you might experience during this short transition.

Troubleshooting Questions

1.        Can my computer run the Cricut DesignStudio ?

Check to see if your computer meets this list of minimum requirements to ensure a successful experience using the CDS:

-                        Operating System	-                        Windows XP SP2 or Windows Vista 32-bit
-                        Processor Speed	-                        800 Mhz
-                        RAM	-                        512 MB
-                        Free Hard Disk Space	-                        100 MB
-                        External Media Drive	-                        CD/DVD-ROM
-                        USB Port	-                        1.1
-                        Display resolution settings	-                        1024x768 or higher

2.        What operating system can I run the CDS on?

We support the CDS running on Windows XP, Service Pack 2 (SP2) and Windows Vista, 32-bit version only.   BE SURE your operating system is up-to-date before installing the CDS.

To update Windows XP, go to Start/All Programs/Windows Update.  Let the website that comes up check your system to see if it needs an update.   If so, click on Express, let your computer download and install the updates (this can take some time), then reboot your computer.

To update Windows Vista, go to Start/All Programs/Windows Update.  Let the website that comes up check your system to see if it needs an update.   If so, choose the updates listed as important and click Install.   Let your computer download and install the updates (this can take some time), then reboot your computer.

3.        I’m getting an error message saying “ Cricut DesignStudio has encountered an error and needs to close. ”  What I do?        

For some computer systems, this will occur when you click on the ‘Cut with the Cricut’ button for the first time, or when you load the program for the second time (even though the first loading and use had no problems).  We are narrowing down the possible causes for this issue and plan to have it addressed and fixed in a quickly-approaching update.   We will announce update releases on Cricut.com, on our Community message boards, and in our Cricut newsletter.

4.        I’ve successfully updated my Cricut Firmware, but when I go to cut, I am prompted to update the firmware again.   What do I do?   

Some of these occurrences have been resolved by following the steps of FAQ question #6 (see below).   If this issue persists after attempting those solutions, please know that we are narrowing down the possible causes for this issue and plan to have it addressed and fixed in a quickly-approaching update.   We will announce update releases on Cricut.com, on our Community message boards, and in our Cricut newsletter.

5.        While I’m using the CDS, I get an error that says “Unhandled exception has occurred in your application…”   If I click on the ‘Details’ button, I see a message talking about ‘Just In Time (JIT) debugging …’  What do I do?

This issue may be resolved simply by restarting the program.   Be sure to save your work often.   There are many variables that can contribute to this exception error happening.   If you find that you can recreate this error over and over again from performing the same action, please contact Cricut Support and let us know.   As we continue to develop updates for this program, these occurrences will become less frequent.

If this issue continues, try rebooting your computer.   If it persists still, try uninstalling the CDS, preparing your computer according to FAQ question #8 (What should I do BEFORE I install the CDS?), and then reinstalling the CDS.

6.        I’m trying to update my Cricut Firmware, but the CDS is telling me “Your Circuit was not identified.”   What do I do?        

First, make sure your Cricut is plugged directly to your computer.  Do not use a USB hub.

Before updating your Cricut Firmware, you need to make sure your computer can see your Cricut (know it’s connected).  After installing the CDS, plug your Cricut into your computer using a USB A/B cable.  Any open USB port should work.  Now when you turn your Cricut on, your computer should automatically detect a new device and let you know about it with a word bubble that pops up in the bottom-right of your desktop.  If your computer sees your Cricut, proceed to open up the CDS, then go to Help/Update Cricut Firmware and follow the instructions to the letter.  If your computer does not let you know that it can see the Cricut, try turning off the Cricut, then plugging the USB cable into a different USB port (most computers have a few ports in front, and some more in back) and turning the Cricut back on, to see if the message pops up.  If you try them all (remembering to turn the Cricut off before each new plug attempt) with no pop-up, disconnect the USB cable, reboot the computer, then try connecting it again to as many ports as it takes to be seen.  This will ensure that your Cricut is communicating successfully with your computer, and will reduce the possibility for problems when you continue with the firmware update.

Note:   After your computer sees the Cricut successfully, and when you get to step 2 of the firmware update process (the steps page comes up when you click on Update Cricut Firmware), be sure that your Cricut is put into Firmware Update mode correctly.  When you press and hold down Stop, and then press Power, you need to keep the Stop button down till the Cricut beeps at you.  This usually takes about 5 or 6 seconds.  This is how you know your Cricut is ready to receive new firmware.  If the Cricut didn’t beep, it’s not in Firmware Update mode.

Note:   Updating Cricut firmware can take anywhere from 5 to 10 minutes, maybe even a bit longer (time for another sandwich).  If your firmware update takes a significantly shorter time than 5 minutes, your Cricut isn’t getting the proper update.  The process needs to be started again from the beginning.

7.        I’ve installed the CDS successfully, but when I run it, I can’t see the buttons to activate it OR all the menu boxes are all on top of each other or squished to one side.   What do I do?

For the CDS to be able to work properly, your computer needs to be running with a resolution of 1024x768 or higher, and your DPI setting needs to be set to Normal (96 DPI). 

To check your screen resolution in XP, right click a blank part of your desktop and select "Properties."  Select the "Settings" tab.  The screen resolution is displayed mid way down on the left.  This should read 1024 by 768 or higher.   You can make changes using the screen resolution slider on this tab.

To check your screen resolution in Vista, right click on the desktop and select “Personalize.”  Next select Display Settings.  Your screens current resolution should be listed mid way down on the left.  This should read 1024 by 768 or higher.  You can make changes using the screen resolution slider on this tab.

To check your DPI settings in XP, right  click a blank part of your desktop and select "Properties."   Select the settings tab, and then click the "Advanced" button towards the bottom of the dialog.   The General tab should be selected by default.   The DPI settings are listed on this dialog.   Changing the DPI requires a computer reboot to take effect.

To check your DPI settings in Vista, right click on a blank part of your desktop and select "Personalize."  Click the "Adjust Font Size (DPI)" option on the left side of this window.  If it is not listed you can click the search box at the top right and type “Adjust Font Size,” then select it in the list below.  Make sure that "Default scale" is selected.   Changing the DPI requires a computer reboot to take effect.

8.        What should I do BEFORE I install the Cricut DesignStudio ?

Make sure your Cricut is NOT connected to your computer and that no other programs are running (including programs running in the background, like anti-virus and firewalls) when you install the CDS.

Make sure you install the program onto a user account that has Administrator status.  Installing the CDS onto a user account that does not have Admin functionality can cause the program to fail when loading.  To see if your Vista user account (who you log in as) is Admin enabled, go to Start/Control Panel/User Accounts and Family Safety/Add or Remove User Accounts.  Each user account listed will say if it’s an Administrator, a Standard User, or a Guest.

To check your user account type in XP, click the Start button, then select Control Panel.  Select User Accounts.  The next window will display all user accounts set up on the machine.  Under the name you log in to use DesignStudio it should read “Computer administrator.”

To check your user account type in Vista, click the Start button and select Control Panel.  In the search box at the top type “Change Account Type,” and select it in the list below.  The next screen will give you a list of users set up on the current machine along with their group.  The group column for the user you select to run DesignStudio should read “Administrators.”

To change your user account type in XP, go to Start/Control Panel/User Accounts/User Accounts, then select the user account you want to change, then select Change Your Account Type.  Then select the Administrator (rather than Limited user) radio button and click on Change Account Type.  Now when you go back to User Accounts, you'll see 'Administrator' under your user account name.

To change your user account type in Vista, go to Start/Control Panel/User Accounts and Family Safety/User Accounts/Change Your Account Type.  Then select Administrator (rather than Standard user) and click on Change Account Type.  Now when you go back to Add or Remove User Accounts, you'll see 'Administrator' under your user account name.

9.        When I go to activate my CDS software online, it’s telling me “No internet connection can be found,” but I can still surf the web.   What do I do?

First, make sure your firewalls and anti-virus programs are turned off before attempting to activate your software.   This error message could be a result of your own computer protection programs blocking the activation.

Second, keep trying.   Due to the overwhelming success and popularity of the CDS, our servers are receiving increased internet traffic.   Just like rush-hour, our web lanes are sometimes bogged down, and this error message could be a result of your activation request being declined from an over-loaded server.   We recommend trying to activate during off-peak hours, either later at night, or earlier in the morning.   Or if this still fails, feel free to call Cricut Support to have your CDS activated over the phone instead.

10.    I’m getting an “Error Code 4: The six-part Key cannot be found.” message when I try to click on the ‘Activate using the Internet’ button.   What do I do?

This error message specifically means that the characters that have been typed into the Serial Number fields are in some way incorrect.   Note that your serial number is not case-sensitive and uses the letters A-F and the numbers 0-9.   There are NO letters ‘o,’ only zeroes.  Double-check what you typed in and try again.   If your serial number is typed in correctly, you will not get an Error Code 4 message.

11.    When I go to cut my project design, I get an error saying “Mat Size Too Large.”   What do I do?

First, make sure that the mat size you are using in your Cricut machine is the same as the mat size you have selected to work on in the CDS.   You can change mat sizes in the View menu.

Next, unload the mat you have loaded in your Cricut.   Then use the manual movement keys (the arrows around the ‘cut’ button) to return the blade back to its starting position (all the way right and down).   If the blade was already in the starting position, manually nudge it over a few times then back a few times anyway so that it’s again in its starting position.   Then press the “Set Paper Size” button.   This resets the paper size to maximum and should clear the Cricut memory of any conflicting size settings.   You should now be able to cut your project design.

12.    Ever since I used the CDS to update the firmware on my Cricut machine, the machine itself has slowed down or stopped working all together.   What do I do?

In the rare occasion of this issue, the Cricut will continue to work with the CDS, but suffer some loss of functionality when used on its own.   We are narrowing down the possible causes for this issue and plan to have it addressed and fixed in a quickly-approaching update.   We will announce update releases on Cricut.com, on our Community message boards, and in our Cricut newsletter.   If your Cricut machine loses all functionality after a firmware update, please contact Cricut Support for further instructions.

General/Functionality Questions

13.    Can I use Cricut DesignStudio to cut True Type Fonts? Can I use Cricut DesignStudio to cut shapes or letters other than what it is on cartridges now or in the future?

No, Cricut DesignStudio allows you to cut with the font and shape sets on the Cricut cartridges. The Cricut machine remains a cartridge-based system.

14.    How can I cut designs I make in Cricut DesignStudio if they use characters from more than one cartridge?

You will be prompted to insert different cartridges as needed.  However, the Cricut machine will remember what cartridges are being used during that project session and only prompt you to insert the cartridge once.

15.    Isn’t it hot swapping if I switch cartridges out while my Cricut machine is turned on?

Although this traditionally is hot swapping, your machine will be safe and secure.

16.    What if I want to save my design and then take it with me to a crop to cut using my Cricut machine?  How would that work?

The Cricut cutting mat layouts or designs can be saved and shared using a USB flash drive. In order to take the saved layouts to a crop, you would need to be able to bring a laptop with you, upload the saved layouts onto it, and then connect to your Cricut machine to the laptop.

17.    What Mac systems is the Cricut DesignStudio software compatible with?

None at this time.  However, we are hearing several voices calling out for the Cricut DesignStudio to become Mac-compatible, so we are taking a serious look at this possibility.

18.    You say I can make designs using all the Cricut cartridges, but do I have to own a cartridge to actually cut the design?

Yes, you do need to own the cartridge to cut the cutting mat layout you design.  But feel free to explore all the cartridge content, meaning check out the complete font or shape set, play with it, make designs with it, and see if it’s something you’d like to own.

19.    Who can use the free trialware ?

The Cricut DesignStudio trialware is free to anyone!  Those that have the original Cricut machine will be able to try out all the contents of the software and then cut using the George and Basic Shapes cartridge.  Those that have the Cricut Expression machine will be able to try out all the contents of the software and then cut using the Plantin SchoolBook cartridge and the Accent Essentials mini-cartridge.

20.    Do I have to use the Cricut USB cable to connect my computer to my Cricut machine?

No, any standard USB cable will work, as long as it is an A/B type cable (an A/B type cable has one flat end and one square end.   The A/A type, with two flat ends, will NOT work).  However, the Cricut USB cable is longer than the average USB cable (10 feet) and significantly cuter.

21.    Why does it take 35 seconds or more for my Cricut DesignStudio software to load?

Because the software installs the content of every Cricut cartridge every time it loads, it takes some time to load all that information.

22.    How can I receive the free updates for my Cricut DesignStudio software?

Receive free updates, as they become available, by visiting www.cricut.com.  This is also how you can get the latest cartridge content releases added to your DesignStudio library.

23.    How will I know when I should go to www.cricut.com for another update?

Subscribe to the Cricut Chirp newsletter on www.cricut.com and we’ll announce updates there. We will also announce update releases on Cricut.com and on the Community message boards.  Feel free to check the website regularly.

24.    Can I design cuts that run off the page, or right to the end of the paper on my cutting mat?

Yes! The design will cut any part of any image that stays within the boundaries of the cutting area.  Any part of images left outside the cutting boundaries are left uncut.   You can use this to your advantage when choosing exactly what you want cut.

25.    I can’t see a character very well because the handles (the arrows all around the character) are in the way.

With the character selected, press the Alt key.  The handles will temporarily disappear so you can see the character more easily.

26.    I welded some images together and now the webbing won’t cut.

This version of the Cricut DesignStudio doesn ’t include image webbing after welding has taken place.  The image preview will still show webbing, but the webbing isn’t included in the data sent to Cricut machine.   We are addressing this issue in a future CDS update.

27.    Can I return my opened software for a refund?

That is up to the store where the software was purchased.  Most retailers don’t allow an opened software package to be returned.   If you purchased the program from Cricut.com, address any product return questions with Cricut Support.

Don’t see what’s ailing you?  There’s a good chance the issue you’re experiencing is already being researched.   But to be sure we eventually get all the bugs out, please help us identify problems by emailing or calling them in to Cricut Support.   Oh, and screenshots of the issue (or error message) will help us out immensely.   Please send them along if you are able.

To take a screenshot: Hitting the ‘Print Scrn ’ key will copy an image of the entire desktop and everything on it, while hitting ‘Alt-Print Scrn ’ will only copy an image of the currently selected window.  Paste (Ctrl-V) the captured image into either MS Word, or MS Paint.   Many other programs will let you paste a screenshot into them as well, but MS Word and MS Paint are simple and work well.   After you paste your screenshot, save the file and include it as an attachment in an email to our support team.

Be sure to check back regularly, as we will be updating this web-page with solutions and new support information as it surfaces.  Also, if you haven’t done so already, be sure to check out the Cricut.com message boards (located on the Community page).   Some of our savvy online community members have generously offered insights, help, and solutions of their own.   The answer you’re looking for could already be posted there.

Cricut® support hours

Monday - Friday 7:00 a.m. - 6:00 p.m. (MST)

Cricut® support: 801-932-1144

service phone: 877-7CRICUT

email : support@Cricut.com

Correspondence received after hours will
be answered the following business day.

Cricut®
P.O. Box 2120
Orem, UT 84057