TABLE OF CONTENTS

Library not Syncing

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

Library Won't Load After Updating Version

If your Silhouette Studio Library is not loading properly in the latest software version directly after updating, and the standard recovery instructions did not work, please perform the following steps:


  1. Uninstall Silhouette Studio
  2. Once finished uninstalling, press [Windows]+R on the keyboard simultaneously
  3. Type %programdata% into the Run box
  4. Press Enter
  5. Select the folder below, and rename it by adding the word "old" to the end
    EXAMPLE: com.aspexsoftware.silhouette_studio.8 > com.aspexsoftware.silhouette_studio.8OLD
  6. Download and install version 4.3.370
  7. Launch Silhouette Studio 
  8. Go to the Library
  9. Sign into your account
  10. If your designs start downloading allow them to continue to download 
  11. Once completed click on your name in the upper left-hand portion of the Library
  12. Select 'Export library'. 
  13. Allow the library backup to complete
  14. Once completed, re-install the current version of Silhouette Studio
  15. Open Silhouette Studio
  16. Import your backed-up library


Missing Library Content Between Computers or Programs

If you are not seeing select library content in your Silhouette library that appears elsewhere -- either content that is present in your library on another computer or device, OR content that is present in a different Silhouette software program -- you will need to sync your library between devices.

NOTICE: This is different from recovering all content if your computer has crashed or you are moving to a new computer.

Syncing the Library


Do the following to sync your library content between devices:

  1. Open Silhouette Studio on your original computer, or the computer where the content is present
  2. Go to the Library
  3. Go to the 'User Designs' folder and confirm the sync status for any of your user-created content
    • A checkmark icon under the thumbnail indicates it is synced
    • An 'X' icon under the thumbnail indicates it is not synced
    • A lock icon indicates it is from Silhouette and cannot be adjusted. It will be synced.
  4. Click on the icon under the thumbnail of the image you want to sync, and toggle the sync status until it shows that it is synced
  5.  Once you have all custom content set to sync as desired, open the Silhouette software on the computer or device where the content is missing
  6. Go to the Library
  7. Click on the 'Sync' button
  8. Go to the 'User Designs' folder to locate your synced design


NOTE: This action is only required for custom content you have saved into the library from other sources. All Silhouette Design Store content and other content from Silhouette will always be automatically set to sync. Silhouette content does not take up any of your library storage space allotment.

Additional Troubleshooting - Silhouette Studio


If you are still not seeing your expected content in the Silhouette Studio library, do the following:

  1. Open Silhouette Studio
  2. Go to the Library
  3. Click on your Silhouette user name in the upper left-hand corner
  4. Click on the 'X' next to your account address
  5. Confirm the action to remove your account
  6. After a few seconds, you will be shown a library welcome pop-up window
  7. Click 'Next' through the screen until you are prompted to 'Create Library Backup'
  8. Click 'Skip'
  9. Sign into your Silhouette account
    IMPORTANT: You will need to make sure you are signed into the same Silhouette account as your original computer
  10. Allow your library to sync
    NOTE: This can take a few minutes depending on how much content is in your library
  11. Click 'Finished' once complete
  12. Go to the 'User Designs' folder to locate your synced design

If the concern is still not resolved, uninstall and reinstall the current version of Silhouette Studio.

Additional Troubleshooting - Silhouette Go


If you are still not seeing your expected content in the Silhouette Go mobile app library, do the following:

  1. Open Silhouette Go
  2. Tap on the three lines icon in the upper left-hand corner of the app
  3. Tap on the 'Sign out' option
  4. Sign back into your Silhouette account
    IMPORTANT: You will need to make sure you are signed into the same Silhouette account as your original computer
  5. Go to the 'User Designs' folder to locate your synced design

If the concern is still not resolved, remove the app (including all app data) and reinstall it.


Recovering All Library Content (Computer Crash/New Computer)

The following instructions are for recovering your Silhouette Studio software library in case your computer has crashed or you're moving to a different computer.


NOTE: These steps will not work to recover custom library content that was not specifically set to sync, including files that may have been saved outside of the software's library.


To recover your Silhouette account library to your new computer:

  1. Download and install the latest version of Silhouette Studio
    NOTE: The following steps will not work unless you have successfully updated the software to the current version
  2. Open Silhouette Studio
  3. Go to the Library
  4. Log into your Silhouette account
    NOTE: Your Silhouette library content that you've selected to be synced previously on other devices will then be downloaded to your new computer
  5. If needed, click on the 'Sync' button (located on the lower left-hand side of the library)

⚠️ Error Message Help: 'Too Many Devices' or 'Maximum number of active devices for this account has been reached.'

Troubleshooting


If you are unable to find select library content (designs, fonts, patterns, etc.) that you were expecting to see but don't, check the following points:


  • Was the content synced on your previous computer? Aside from any Silhouette Design Store content you've purchased on your Silhouette account if you have not synced your own created files on your older/alternate device, then these files will not appear in your software library on other devices.
  • Are you looking in all of the right folders? If you're manually scrolling through your entire library looking for your content, make sure that in addition to checking collapsed folders, you are selecting the right folder for the type of content you're looking for. For example, if you're looking for a font style, make sure you are searching the 'Fonts' folder.
  • Are you looking for an SVG file? SVG files are not stored in the Silhouette Studio library. You can recover these to your new computer by redownloading them from the Silhouette Design Store from your purchase history.
  • Are you looking for a font? Unless your font was purchased from the Silhouette Design Store, we are not able to help recover fonts obtained from other sources or that may have been preinstalled on your other computer where your fonts are/were.
  • Are you logged into the right Silhouette account? It's common for customers to create additional Silhouette accounts, often unintentionally. Make sure you are using the right email address for where your expected content was purchased or synced. If you have multiple accounts, we can merge them for you so that all of your content and account history is under one single account.


Custom User Content Lost from Library

IMPORTANT: When saving content into your software library, always maintain another backup copy of your own files outside of the software program. While Silhouette does sync selected content between devices, we may not likely be able to help to recover custom content that has been removed or lost from your library due to a computer crash or other uncontrollable event.

Recovering with Library Sync


If you have lost a custom file that you created or obtained from another source, please note that it can only be recovered by our software system if the content was synced to your Silhouette account before it was lost. 


If the file was synced to your account, it can be recovered by syncing your library.

Recovering from Library Backup


If you created a manual library backup containing the lost content, you can follow the instructions to import your library backup file. However, this will only work if the content was in the backup file. 

Recovery from Old Computer

If you have access to the original computer where these specific designs were created and saved, you can do the following to re-sync and upload the failed files on the original uploading computer:

  1. Go to the old computer
  2. Update Silhouette Studio on the old computer to the current version
  3. Open Silhouette Studio
  4. Go to the Library
  5. Locate the missing custom content (usually in the 'User Designs' folder)
  6. Toggle the sync icon until it shows the 'Synced' status
  7. Go to the new computer
  8. Open Silhouette Studio
  9. Go to the Library
  10. Click on the 'Sync' button in the lower left-hand corner

Recovery from Storage Device

If you have access to the files on a storage device (i.e. USB flash drive or external hard drive) or other backup services (i.e. Dropbox, Google Drive), you can do the following to save the files back into your Silhouette Studio library as follows:

  1. Plug the memory device into your computer
  2. Open Silhouette Studio
  3. Go to the Library
  4. Locate the files on your storage device or backup service
  5. Select the files you want to import
  6. Drag and drop the files from your device or service into any folder in your software library

NOTE: This process is only available for compatible file types, based on your Silhouette Studio edition



Library Missing Fonts Purchased from Silhouette Design Store

If you are missing fonts you have purchased specifically from the Silhouette Design Store, you can follow the steps below to recover them.

Font Recovery


To recover your purchased font:


  1. Close Silhouette Studio
  2. Go to https://www.silhouetteamerica.com/software/ss
  3. Install the latest software version
  4. Restart Silhouette Studio
  5. Go to the Library tab
  6. Make sure you are signed into your Silhouette account where the font or other content was purchased
  7. Click on the Sync button in the lower left-hand corner
  8. Click on the Fonts folder
  9. Locate your font

Font Error


If the font is displaying a download error message in your library, right-click on the font in your library and select "Install".

Alternate Font Names


Font names listed in your Library or under the Text Style list may differ from the name displayed in the Design Store. 

For example, the initials of the artist may be at the front of the font name causing the font to be listed differently than expected (Example: 'Jersey Font', by Lori Whitlock, appears in the Text Style font list as 'LW Jersey').

Font Families


Some fonts may be contained within a 'font family'. This means that they will be listed as a style option once the main font name is selected within the Text Style panel. 


If the font is from a font family (there are variations of the same font family name), you can locate the main parent font name in the Text Style font list.


Once you have selected the main font name, you can then locate alternate font options. These will be available by clicking on the drop-down arrow next to the B I U options.


Can't Open Font from Silhouette Studio Library

If you have purchased a font from the Silhouette Design Store that shows up in your software Library, BUT which cannot be opened, or shows as download failed, this can indicate that the font was not properly installed.


NOTE: Only fonts from the Silhouette Design Store will be found in your Library. All other fonts obtained from other sources will only be listed in the Text Style tool, or as an option in the font style drop-down list as you are using the Font tool.

To install font that says download failed in your font folder

  1. Sign into your account at Silhouette Design Store
  2. Go to the order that the font was purchased
  3. Click download under the font(s) you want to install (This will download a copy of the font to your download folder)
  4. Once the download is complete go to your download folder find the font(s) you downloaded
  5. Extract/Unzip the file
  6. Double click on the extracted/unzipped file
  7. Then click install
  8. Restart Silhouette Studio for the font to show in your text style panel


Installing Font


Though not typically necessary, if your computer did not properly install the font upon purchase:


  1. Open Silhouette Studio
    NOTE: Make sure you are running the latest software version update 
  2. Go to the Library
  3. Go to the Fonts folder
  4. Right-click on the font name
  5. Select the Install option
  6. Close Silhouette Studio
  7. Click OK on the prompt to Install Fonts
  8. Re-open the Silhouette Studio

Updating Permissions


If you are still unable to open the font after following the instructions above, Silhouette Studio may be experiencing a permission error with the font in question.


To resolve permission errors:


PC


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


Mac


  1. Close Silhouette Studio
  2. Open the Finder
  3. Press CMD+SHIFT+G
  4. Type in /library
  5. Press GO
  6. Right-click (CTRL+Click) on the FONTS folder
  7. Select GET INFO from the drop-down menu
  8. Scroll to the bottom of the Get Info window
  9. Select the LOCK at the bottom of the Get Info window
  10. If requested, enter the computer administrative user name and password
  11. Select the + near bottom of the Sharing & Permissions section
  12. Select your User Name
  13. Click on the SELECT button
  14. Change the permissions associated with your newly added user to 'READ AND WRITE'
  15. Select the LOCK at the bottom of the 'Get Info' window
  16. Re-open Silhouette Studio


Missing Designs Purchased from Silhouette Design Store

If you are missing designs you have purchased from the Silhouette Design Store, you can follow the steps below to recover them.


Click here for alternate instructions if you are missing fonts purchased from the Silhouette Design Store.

Design Recovery into Library


To recover your missing design content purchased from the Silhouette Design Store into your software library:

  1. Download and install the latest version of Silhouette Studio
    NOTE: The following steps will not work unless you have successfully updated the software to the current version
  2. Open Silhouette Studio
  3. Go to the Library
  4. Log into your Silhouette account, if not already logged in and prompted to do so
  5. Click on the 'Sync' button (located on the lower left-hand side of the library)

This action will re-sync all purchased content from the Silhouette Design Store in your library.

Design Recovery on Computer


To recover a copy of your missing design content purchased from the Silhouette Design Store directly onto your computer (bypassing the Silhouette Studio software):

  1. Go to yourSilhouette Design Store account's purchase history
  2. Log into your Silhouette account, if needed
  3. Locate the order showing the purchase for content you are missing and click on the order number
  4. Check the box next to any designs you are missing
    NOTE: You can click on the Select All box at the top of the order to select everything on the order
  5. Click on the individual download icon next to any item on your order to download it individually.
  6. This action will save a copy of all selected files onto your computer, wherever you want to save them.
  7. You can then extract them and open them with Silhouette Studio

Additional Troubleshooting


If you are still unable to find select library content (designs, patterns, etc.) that were downloaded from the Silhouette Design Store, check the following points:


  • Check collapsed folders
    If a folder has a + symbol inside it, you can click the icon to expand it.

  • Look in the correct folder for the content type
    Digital patterns will be in your Patterns folder. All other content will download to your Recent Downloads folder.

  • Confirm what you're looking for
    A STUDIO version of designs is downloaded to your Library. If you are looking for SVG versions of files, please note that these are not stored in your software library. You will need to follow the steps listed above in the 'Design Recovery onto Computer' section.

  • Sign out and back into your account
    Proceed to sign out of your account in the software Library and then sign back in. This can prompt the system to properly sync all content. (See Library Sync Error)


Library Design Thumbnail Partially Missing

Some users have reported concerns with missing part of the thumbnail for a design obtained from the Silhouette Design Store.



This can occur if there was an interruption with the original download. This can easily be fixed from within the software.

Resolution


To correct the issue:

  1. Update Silhouette Studio to the latest version
  2. Open Silhouette Studio
  3. Go to the Library
  4. Right-click on the design in question
  5. Click 'Retry Download'
  6. Wait for the Library to sync
  7. Restart Silhouette Studio