TABLE OF CONTENTS

ERROR: Check Cross Cutter

An error message to check the cross cutter indicates the cross cutter is obstructing the material pathway.

Resolution


To resolve this error:
  1. Turn your Cameo machine around to inspect the back
  2. Check both sides of the machine to ensure the cross cutter is locked in the "up" position on both sides

    Up Position (Cross cutter closed)
    Down Position (Cross cutter in use)


ERROR: Could Not Save - Write Access Error (Mac)

When attempting to save a file from Silhouette Studio on a Mac, you may encounter the following error message:



This error typically indicates that you are not running the app with root user permissions, even if you are running on an Admin account. 


FROM APPLE: "The user named root, or superuser, is a special user account ... that has unrestricted read and write privileges to all areas of the file system in OS X 10.10 or earlier. However, in OS X 10.11 or later, the root user’s write access to certain areas of the file system is restricted."

Enabling Permissions


To enable root user permissions:

  1. Make sure you are on an Admin account
    NOTE: These steps will only work from an Admin account
  2. Choose the Apple menu
  3. Select 'System Preferences' 
  4. Select 'Users & Groups'
  5. Click on the padlock icon in the bottom left corner of the Users & Groups window
  6. Click on 'Login Options'
  7. Click on the 'Join' button in the Users & Groups window
  8. In the pop-up dialog window, click on 'Open Directory Utility'
  9. Once the Directory Utility program is opened, go to Edit > Enable Root User




ERROR: Could Not Save - Write Access Error (PC)

If you encounter the error message 'indicating that you cannot save due to a write access error, this indicates that your computer operating system requires a higher level of permission for Silhouette Studio than your current setup is providing.

Resolving Write Access


Please do the following:

  1. Go to the Silhouette Studio icon where you usually open the program from
  2. Right-click on the Silhouette Studio icon
  3. Choose 'Run As Administrator'
  4. If you see a User Account Control prompt, accept it

If this does not resolve the issue:

  1. Press [Windows]+R on the keyboard simultaneously
  2. Type in %programfiles(x86)%
  3. Press Enter
  4. Right-click on the folder Silhouette America
    NOTE: If the 'Silhouette America' folder is not present, right-click on Silhouette Studio folder
  5. Select the Properties option
  6. Select the Security tab
  7. Select the Advanced button
  8. Select the Change Permissions button and provide authorization
  9. Check the box entitled "Replace all child object permission entries with inheritable permission entries from this object"
  10. Select Yes on the Windows Security pop-up
  11. Select Okay


ERROR: File Type Not Supported (General)

A 'File Type Not Supported' error message indicates one of the following:


Checking File Type


Check your file to confirm that it is in a compatible file type format. 


You may need to do one of the following:


  • Update your software to a version that better supports the file type (includes updated bug fixes)
  • Upgrade to an edition that supports the file type

Opening Files


Use any one of the following methods to open supported file types:


  • Go to File > Open
  • Click on the 'Open' icon
  • Drag the file from a file explorer window into Silhouette Studio

Checking the File


If continued issues are encountered, you are welcome to send the file to support@silhouetteamerica.com for review. 


NOTE: While we can try to open the file to confirm whether or not there may be an issue, we cannot guarantee or fix files you have created, or files obtained from sources other than the Silhouette Design Store. We can only confirm whether or not it can be opened.


ERROR: File Type Not Supported (SVG File)

The 'File Type Not Supported' error when attempting to open an SVG file indicates one of the following issues:


  • There is a disconnect with your software properly accessing and applying your upgrade edition
  • There is an issue with the file formatting
  • You do not yet own a software upgrade (required for opening SVG files)

Applying Software Upgrade


Even if you assume you are already running a software upgrade, the following steps are the most common solution. We strongly recommend attempting these steps first, even if you assume you are already upgraded.


  1. Open Silhouette Studio
    IMPORTANT: You will need to update the Silhouette Studio software to V4.5 for these steps to work properly -- www.silhouetteamerica.com/software/ss
  2. Go to the 'Help' menu
  3. Click on "Apply Upgrade Edition"
  4. Enter your Silhouette account with your email address and password
  5. Click on the 'Activate' button

Converting to Standard Format


SVG formatting on some files may not be in a plain or standard format. Some SVG files can be created with specific design features that are specialized to certain software applications. Even if the SVG file can be opened by other applications that can access SVG files, this does not indicate that Silhouette Studio can handle such files.
In order to use select SVG files obtained from other sources in Silhouette Studio, you may need to convert them into regular/standard/plain SVG files. 

Inkscape (https://inkscape.org) can be used for this purpose as follows:


  1. Open Inkscape
  2. Open he SVG file
  3. Go to File > Save As
  4. Select the file type drop-down
  5. Select the "Plain SVG" option
  6. Save your SVG file

Purchasing Software Upgrade


Click here to purchase a software upgrade if you have not already done so. This will unlock the ability to open SVG files.


WARNING: Low Resolution

You may encounter a Low-Resolution warning displayed on the screen in Silhouette Studio, indicated by a yellow warning symbol in the upper left-hand corner of your design area:



This is not an error message. This message is an on-screen prompt to warn you that the print quality of the image may be less than desirable. This warning is the software trying to guess the potential resulting print quality. It is more of a guideline than a definitive message to indicate that there will actually be any problem.


NOTE: If you are concerned that your print quality may be too low, print a test sheet on a sheet of copy paper. If you are happy with the results, you can safely proceed to print onto your actual target material. If you are not happy with the print quality, you may need to consider resizing the image to a smaller size for better printing performance.


ERROR: Missing DLL File

If you encounter a DLL error message ('.dll') when installing or opening the software, this indicates that the required files are missing.

Re-install Software


Even if you are already running the most updated version, you will need to download and re-install the latest software version.

Checking Windows Updates


If re-installing the Silhouette software does not resolve the issue, then this indicates necessary Windows Updates have not been performed on your computer's Operating System.


Click here for instructions from Microsoft on how to check for and install any necessary updates.



ERROR: No Media Detected - Retry Load

If you encounter an error indicating 'No media detected' when going to Send your job in Silhouette Studio, this indicates you have selected the wrong 'Feed Type' for your document.
Resolving the Error

To resolve this error:
  1. Open Silhouette Studio
  2. Go to the Page Setup panel
  3. Under 'Feed Type', select 'Manual'
  5. Set up your job
  6. Proceed to cut


ERROR: No Tool Detected

If you are encountering a "No tool detected" message, this can indicate one of the following:


  • The wrong machine is selected in the Page Setup panel
  • The machine is not powered on
  • The machine is not connected to your computer
  • The design file was created using a different version of the software

Resolving the Error


To resolve these possible issues:

  1. Power on your Silhouette machine
  2. Ensure your blade or tool is inserted properly (seated all the way down into the machine, and then locked into place)
  3. Go to the Page Setup panel
  4. Select the machine that coincides with the machine you are using
  5. Ensure your machine is properly connected by visiting the link below for your computer type:
    PC - https://www.silhouetteamerica.com/faq/solution/could-not-connect-pc
    Mac - https://www.silhouetteamerica.com/faq/solution/could-not-connect-mac
  6. Go to the Send panel
  7. Click on the "MORE" button (by the cut settings)
  8. Select your material type from the list

Using Bluetooth Connection


If you have gone through the above steps without success, you may be able to alternately resolve this concern when connecting to your machine via Bluetooth, instead of connecting the computer to the machine via a USB cord.

 

NOTE: We understand you may have previously been able to connect via USB without encountering this concern. Please try this option anyway as this may be a software bug that was introduced since your last software upgrade. We encourage you to continue to update your software as you find new versions available.



ERROR: Not a Certified Microsoft App

If you encounter an error message indicating that you cannot install Silhouette software because it is "not a certified Microsoft App", you will need to update your Windows settings.

Resolution


To resolve this error:


  1. Turn off Windows' 'S Mode' (as instructed on the official Microsoft website)
  2. Go to the Start menu > Settings > Apps > Apps & Features
  3. Under 'Choose where to get apps', select something other than 'The Microsoft Store only'
    NOTE: If you don’t want to be bothered by this message again, change the setting to 'Anywhere'
  4. Install Silhouette Studio

ERROR: Virus Warning when Launching Silhouette Studio

Check your anti-virus software program if you encounter a virus warning while launching Silhouette Studio. 


NOTE: So long as Silhouette Studio was downloaded directly from the official Silhouette website, we can confirm that the Silhouette Studio installation program and subsequent Silhouette Studio files are free of any viruses, Trojans, malware, adware, or other harmful components.


As all antivirus applications are different, you will need to check your antivirus program's website for instructions on how to add Silhouette Studio as a trusted application.


ERROR: Library Error on Design Thumbnail

If you find a library design where the thumbnail is blank, incorrect, or has a 'Waiting' or 'Download Failed' message where the thumbnail should be, this indicates an error in the library's ability to properly connect and sync.

Fixing the Downloaded Design


To resolve this concern:

  1. Open Silhouette Studio
    IMPORTANT: You must be running the current software version for the following steps to work
  2. Go to the Library
  3. Locate Designs with the blank thumbnail image
  4. Right-click (or Ctrl+click for Mac) on the blank/incorrect thumbnail in the library
  5. Select 'Retry Download'

After a few moments, the design should be updated with the proper thumbnail picture displayed.

Additional Troubleshooting for Library


If the issue remains for the entire library or the majority of your library:

  1. Open Silhouette Studio
  2. Go to the Library
  3. Click on your username in the library
  4. Click on the red 'X' next to your account address
    NOTE: This action will remove all account content from your library. You may wish to back up any custom user-created content you may have saved directly into the software if you have not already created backup copies.
  5. Exit and re-open Silhouette Studio
    NOTE: If you only had one account added, you will be prompted immediately to add a new library user. You can click on the 'X' in the upper right-hand corner of the software to exit immediately.
  6. Go to the Library
  7. Sign into your Silhouette account
    • If prompted with a 'Welcome' message, click 'Continue' until you are prompted to 'Sign In'. Then sign in to your account and wait for the sync action to be completed.
    • If you are not prompted, click on 'Hello, Username' in the upper left-hand corner of the Library, and select 'Add User'. Then sign in to your account and wait for the sync action to be completed. 

Additional Troubleshooting for Specific Designs


If the issue remains for only select images, remove the images in question and re-download as follows:

  1. Open Silhouette Studio
  2. Go to the Library
  3. Locate the design(s) with the blank/incorrect thumbnail image
  4. Right-click (Ctrl+click for Mac) on the design(s)
  5. Select the option to remove/delete
  6. Right-click on the Recycling Bin and select 'Empty Recycle Bin'
  7. Once all designs with thumbnail issues have been removed, click on the 'Sync' button (located in the lower left-hand side of the library)

Still Not Working


If you are still encountering library issues where the majority of your designs from the Silhouette Design Store are failing, do the following:


  1. Close Silhouette Studio
  2. Downgrade Silhouette Studio to version 4.3.370
  3. If on PC
    1. Press [Windows]+R on the keyboard simultaneously
    2. Type %programdata% into the Run box
    3. Press Enter
    4. Select the folder below, and rename it by adding 'OLD' to the end
    5. EXAMPLE: com.aspexsoftware.silhouette_studio.8 > com.aspexsoftware.silhouette_studio.8OLD

  4. If on Mac
    1. Open the Finder
    2. Press [Cmd]+[Shift]+G
    3. Type in /Library/Application Support (this can alternately be located by typing ~/Library/Application Support)
    4. Press Return
    5. Select the folder below, and rename by adding the word "old" onto the end
    6. EXAMPLE: com.aspexsoftware.silhouette_studio.8 > com.aspexsoftware.silhouette_studio.8OLD
    7. Attempt to start Silhouette Studio
  5. Open Silhouette Studio
  6. Sign into your library account and allow your designs to sync
  7. Close Silhouette Studio
  8. Update Silhouette Studio to the current software version


ERROR: Insufficient Storage (Library)

If you encounter an 'Insufficient Storage' (or 'Error 553'), this indicates you have reached or exceeded your allotted storage space for syncing your Silhouette library. 

Library Storage Space


Your Silhouette account provides you with a standard 1GB of software Library storage space to sync content between devices. This space allows you to save any custom user-created content to the Library. You can continue to save such content to your Library until you have reached your available storage space limit.


NOTE: Silhouette Design Store content does not count against your account's available storage space.

Resolving the Error 


To resolve this error, you may need to do one or both of the following:

  • Unsync some of the content in the 'User Designs' folder
    NOTE: Right-click to toggle the 'Synced' option off on content you don't need to sync anymore between your computer devices
  • Add library storage space (see information below)

Adding Library Storage Space


If you have a paid subscription to either the Silhouette Design Store or to Club Silhouette, your Silhouette account will be automatically upgraded to 5GB of storage space to sync content between devices.


To access this space allotment upgrade, simply subscribe to one of these services.


NOTE: This addition does not stack if both subscriptions are active. The maximum available storage space per user is 5GB. If you have more than this that you'd like to store, we recommend using an online storage service, such as Google Drive or Dropbox. Silhouette Library storage provides a syncing service between your devices but is not intended to be a file backup system.


Silhouette Studio Launch Error Message (Mac)

If you are receiving an error message when launching the Silhouette Studio software on a Mac, this is typically due to the Apple firewall software, Gatekeeper.

Alternate Launching Method

To run the program on your computer:

  1. Open the Applications Folder on your Mac
  2. Locate the Silhouette Studio application
  3. Right-click the application
  4. Select Open
  5. Enter your Apple Admin password, if prompted

Gatekeeper Settings

If you cannot complete the steps above, you can set the Gatekeeper application to allow Silhouette Studio as follows:

  1. Select the Apple icon in the upper-left corner
  2. Click System Preferences
  3. Click Security & Privacy
  4. Select the General tab 
    NOTE: You may need to click the lock and enter your password to make changes
  5. Click 'Open Anyway' under the header 'Allow apps downloaded from' 
  6. Select Silhouette Studio
  7. Click 'Open'

Click here for further information on the Gatekeeper application.

ERROR: Library Sync Error

When online and connected, the Silhouette Studio library is automatically synced to download any purchases you've made from the Silhouette Design Store or content you've synced in Silhouette Studio from a different computer. 


In some cases, the library may encounter syncing errors where your content is not being downloaded or updated properly. This can be caused by a few different issues including:


  • The Library is unintentionally set to work offline
  • The sync got interrupted but looks like it's still trying to sync forever
  • There is a disconnect between our servers and the software

Check Sync Status


The library content sync status is found in the bottom left-hand corner of the library.


Library sync statuses include the following:


1. Offline

2. Syncing

3. Error

4. Synced


If the status indicates that it is working offline, you can toggle it to go back online to continue syncing.

Syncing Won't Stop


If the syncing action continues spinning and does not stop, this likely indicates an inability to properly sync with the Silhouette Cloud system where your content is stored.


NOTE: While the steps below may have already been performed previously, this issue is usually resolved by removing the user account from the library and re-adding it.

 

To resolve this error:


  1. Open Silhouette Studio
  2. Go to the Library
  3. Click on your username in the library
  4. Click on the red 'X' next to your account address
    NOTE: This action will remove all account content from your library. You may wish to back up any custom user-created content you may have saved directly into the software if you have not already created backup copies.

  5. Exit and re-open Silhouette Studio
    NOTE: If you only had one account added, you may be prompted immediately to add a new library user. You can click on the 'X' in the upper right-hand corner of the software to exit this prompt.

  6. Go to the Library
  7. Sign into your Silhouette account
    • If prompted with a 'Welcome' message, click 'Continue' until you are prompted to 'Sign In'. Then sign in to your account and wait for the sync action to be completed.
    • If you are not prompted, click on 'Hello, Username' in the upper left-hand corner of the Library, and select 'Add User'. Then sign in to your account and wait for the sync action to be completed. 


If the issue persists:


  1. Close Silhouette Studio
  2. Go to the 'Recover' section of your Silhouette account
  3. Sign in, if prompted
  4. Scroll down and select 'Reset Cloud Library Sync'
  5. Repeat the original steps to remove and re-add your account to the software library

If you are having issues with your library not syncing, please follow the steps below.

 

1.Update Silhouette Studio

 

The newest version of Silhouette Studio contains code that talks to the Silhouette Library server in multiple ways to sync your files. This is a one-time operation that should restore many users’ Library contents.

Steps:

  1. Download the update from the Studio Software page
  2. Click the downloaded update to install
  3. Open the software and go to your Library
  4. Allow the Library to sync

 

Whilst we would always recommend staying updated, and Support will always suggest this as the first step to resolving Silhouette Studio issues, we are aware some users prefer not to update their software. Once this version of Silhouette Software has synced your Library, it should be safe to update and downgrade between versions available on the Software and Legacy versions pages. (please make sure to export your library before downgrading, steps can be found here)

 

If you are still missing files, please try method 2 below.

 

2.Recover your Library from a Snapshot

 

Silhouette Studio has a Library backup system called Snapshots. From Silhouette Studio 4.2 onwards, Library Snapshots are automatically generated every day by default, if a change has occurred during that time.

 

To restore from a Snapshot: 


  1. Open Silhouette Studio.
  2. Navigate to the Library
  3. Open the Library Settings dialog by clicking on the Settings cog in the bottom-right of the screen
  4. Press the Library Snapshot button
  5. Select the most recent Automatic Snapshot in the list, and click the REVERT button
  6. Confirm with the REVERT ACCOUNT button 


This will restore your most recent Library Snapshot, which will then repair the server records.

 

In Silhouette Studio, Library Snapshots are a useful feature that allow you to create backups of your design library. These snapshots capture the current state of your library designs and their organizational structure, enabling you to restore them if needed. 

Managing Library Snapshots

 

  1. Open Silhouette Studio
  2. Navigate to the Library: Click on the "Library" tab to access your design library.
  3. Open the Library Settings dialog by clicking on the Settings cog in the bottom-right of the screen
  4. Press the Library Snapshot button to manage your Snapshots.

 

You will see the following window:

 

 

Follow the on-screen instructions to:

  • Create a manual Snapshot
  • Delete unwanted Snapshots
  • Revert your Library to a previous snapshot.

You can also adjust the frequency of backups and the number of allowed automatic snapshots. 

It is recommended that you use the default settings unless you are experiencing performance issues relating to the Library.

 

Some users may not have a suitable Library Snapshot to restore to, or may find that their Snapshot does not solve the problem. 


For additional ways to protect your Library, see: Creating a Library Backup.


If you are still experiencing issues please reach out to support@silhouetteamerica.com

ERROR: 'Maximum number of active devices', ' User Maxed', 'Error 550', or 'Error 551'

If you have encountered this error please reach out to support@silhouetteamerica.com explaining the issue and a specialist can help you to resolve the error


Error: '401', '555', '556'

Resolving the Error


To avoid these errors entirely, we strongly recommend you update Silhouette Studio to the latest available version.


If you are unable to update your software, these errors can usually be resolved as follows:


  1. Open Silhouette Studio
  2. Go to the Library
  3. Right-click on your username
  4. Click on the 'X' next to your email address to remove it
  5. Once removed, right-click again on your username
  6. Select 'Add User'
  7. Sign into your Silhouette account using your email address and password


If continued concerns are encountered, the only option to resolve these errors would be to update the software version.