When going to send the job to your Silhouette machine, you may encounter an issue where the software is not connecting to your machine. In such cases, you will see that your machine is 'Unavailable' in the SEND panel.


Connectivity issues from Silhouette Studio to your cutting machine via USB can be caused by a number of variables. Review the information below to resolve this concern.


IMPORTANT: Review these steps in order. Do not skip any steps, even if you assume there is no concern.

  • Click here instead for PC Windows instructions
  • Click here instead for Bluetooth instructions
  • Click here instead if you have one of the following older machine models: Cameo 1, Portrait 1, SD 

STEP 1: Check Firmware Version


Start by checking your machine's firmware version. If a newer version is available, update your machine firmware.

STEP 2: Check Software Version


To check your software version:


  1. Open Silhouette Studio
  2. Go to Help > About Silhouette Studio
  3. Confirm the version by looking at the numbers (x.x.xxx) listed after 'Release'
  4. Check this version number against the current version number available on the software download page

If you are not running the current version of Silhouette Studio, update your software now.

STEP 3: Test Software Connection


To test the connection between Silhouette Studio and your machine:


  1. Close Silhouette Studio
  2. Power off the Silhouette cutting machine
  3. Disconnect the USB cable from both the Silhouette cutting machine and the computer
  4. Disconnect the power cable from the Silhouette cutting machine
  5. Open Silhouette Studio
  6. Go to the SEND panel
  7. Firmly plug in and power on the Silhouette cutting machine
  8. Firmly connect the USB cable directly to the machine AND directly to the computer (bypassing any USB hubs)
    NOTE: All connections should be made using Silhouette cables. Other cables cannot be guaranteed to work properly with Silhouette cutting machines.

If successfully connected, you will see a loading or ready status for your machine in the SEND panel.

NOTE: If the machine is still listed as 'Unavailable', proceed to the next step.

STEP 4: Clear Printer Queue


Pending jobs in your printer queue may cause connectivity issues. 


To clear any pending jobs:


  1. Press the [Windows] key + R
  2. Type'control printers' into the 'Open' box
  4. Click 'OK'
  5. Right-click on your installed printers
  6. Select 'See what's printing'
  7. Go to Printer > Cancel All Documents
  9. Repeat for each installed printer


NOTE: If there are no jobs in the queue, or if they have all been cleared, and a connection cannot be established, proceed to the next step.

STEP 5:  Test Hardware Connection


To confirm a basic hardware connection between your Silhouette cutting machine and your computer:


  1. Ensure your Silhouette machine is properly connected and powered on (as directed in the 'Test Software Connection' step above)
  2. Press the [Windows] key + R
  3. Type'control printers' into the 'Open' box
  4. Click 'OK'

If your cutting machine has established a basic hardware connection with the computer, you will see one of the entries listed below:

  1. Unknown Device (listed in the Unspecified section)
  2. USB Printing Support (listed in the Unspecified section)
  3. Silhouette Cameo/Portrait/Curio (listed in the Printers section)

WHAT NEXT?

  • If you find either 1 or 2, proceed to STEP 6: Update USB Printing Support Driver
  • If you find 3, proceed to STEP 8: Check for Interfering Connections
  • If you find none of these listed, proceed to STEP 9: Assessing Hardware Fault

STEP 6: Update USB Printing Support Driver


Update the USB Printing Support Driver to allow proper communication between the Silhouette Cutting machine and the computer.


To update the USB Printing Support Driver:

  1. Press the [Windows] key + R
  2. Type'control printers' into the 'Open' box
  3. Click 'OK'
  4. Right-click on the device in the 'Unspecified' section
  5. Select Properties
  6. Go to the Hardware tab
  7. Select the Properties button
  8. In the new window, select 'Change settings'
  9. In another new pop-up window, go to the Driver tab
  10. Select Update Driver
  11. Select Update Driver Automatically
  12. Once the update process is complete, restart your computer
  13. Open Silhouette Studio
  14. Go to the SEND panel
  15. Confirm the machine status


NOTE: If the machine status is still 'Unavailable', proceed to the next step below

STEP 7: Reset Driver Connection


To reset the driver connection:


  1. Close Silhouette Studio
  2. Press the [Windows] key + R
  3. Type 'control printers' into the 'Open' box
  4. Click 'OK'
  5. Right-click on USB printing support
  6. Select Remove device
  7. Press the [Windows] key + R
  8. Type 'devmgmt.msc' into the 'Open' box
  9. Press the Enter key
  10. Click View in the upper-left corner
  11. Select 'View Hidden Devices'
  13. Expand the USB Serial Bus controllers section 
  14. Right-click USB Printing Support
  15. Select Remove 
  16. NOTE: If you do not see the 'Remove' option, you will need to contact your computer administrator for access
  17. Once removed, restart your computer
  18. Open Silhouette Studio
  19. Go to the SEND panel
  20. Confirm the machine status


NOTE: If the machine status is still 'Unavailable', proceed to the next step below

STEP 8: Check for Interfering Connections


Do the following to reset the software’s detected connections:


  1. Close Silhouette Studio
  2. Press the [Windows] key + R
  3. Type '%appdata%' into the 'Open' box
  4. Click 'OK'
  5. Delete the folder com.aspexsoftware.silhouette_studio
  6. Empty the Recycle Bin
  7. Perform the steps found in the 'STEP 3: Test Software Connection' section above


If the steps above do not resolve the issue:

  1. Press the [Windows] key + R
  2. Type 'control panel' into the 'Open' box
  3. Select Uninstall a program (may be 'Programs and Features')
  4. Double-click and uninstall Windows Driver Package - Silhouette USB Cutter
  5. Restart your computer
  6. Perform the steps found in the 'STEP 3: Test Software Connection' section above


If the steps above do not resolve the issue, follow the instructions to clear printer USB conflicts.


NOTE: If the machine status is still 'Unavailable', proceed to the next step below

STEP 9: Assessing Hardware Fault


If you have previously been able to connect Silhouette Studio to your machine, try another USB port on your computer and/or an alternate USB cable that is proven to work with other devices.


If a hardware connection has previously been established through the software, then a hardware failure is unlikely. It is unlikely that replacing the USB cable or machine will resolve this issue. We would encourage you to review and re-follow the steps above. 


If a basic hardware connection has never been established on this computer, one of the following issues is occurring:

  1. USB Port Failure
  2. USB Cable Failure
  3. Machine Failure


To confirm that the issue is not due to (1) USB Port Failure, perform the steps from 'STEP 5: Testing Hardware Connection' using the USB ports on the opposite side of the computer (front/back, right/left) than you had previously tried.


To confirm that the issue is not due to (2) USB Cable Failure, perform the steps from 'STEP 5: Testing Hardware Connection' using an alternate USB cord you can confirm is working properly with another device.