TABLE OF CONTENTS

Silhouette Studio Can't Connect to Machine - Windows 10 (or higher) with Older Model

Due to Microsoft updates, some older Silhouette cutting machine models may be unable to connect successfully via USB.


This includes the following models:

  • Cameo 1
  • Portrait 1
  • All models older than those listed above


While Silhouette is no longer able to officially support the connectivity of these older models with newer Windows operating systems, workaround options may be available below.

Cameo 1 Connectivity


To update your Cameo 1 firmware and resolve the connection issue:


IMPORTANT: These steps require a blank SD card and a compatible SD card reader for your computer. A basic SD card with 2GB capacity or less, is required. If you do not have these, you will need to obtain them in order to proceed with this firmware update process below. 

  1. Click here to download and save the firmware file
  2. Unzip the 'cc300' folder by right-clicking and selecting 'extract all'
  3. Select a destination on your computer where you want to extract the files
  4. Save the extracted 'cc300.mhx' file onto a blank SD card
    NOTE: The 'cc300.mhx' file may be in an unzipped 'cc300' folder that was created when you extracted the previous folder
    IMPORTANT: The SD card must be blank prior to saving this file onto the card. There cannot be any other files or folders on the SD card.
  5. Power off and disconnect all cords and cables from the Cameo 1 machine
  6. Place the SD card into the Cameo 1 machine's SD reader slot
  7. Press and hold down the left and right arrow keys at the same time
  8. While holding down these buttons, plug the power cord into the Cameo 1 machine 
    NOTE: The machine will turn on
  9. Once 'Boot Ver1.00' is displayed on the LCD, release the buttons
  10. The update sequence will start automatically. Please wait a few minutes until the LCD displays, "Write Finish."
  11. Unplug the power cord
  12. Remove the SD card
  13. Connect the Cameo 1 to the computer via USB cable
  14. Plug in the power cord
  15. Power on the machine

NOTE: If this process is not successful in resolving the connection issues with your machine, or if you are unable to continue with any of the steps listed above, please retry the steps from the beginning. Unfortunately, there are no other workaround options for this issue.

Portrait 1 Connectivity


To update your Portrait 1 firmware and resolve the connection issue:


IMPORTANT: These steps must be completed on a PC computer that is either a) not running Windows 10 (or above) or b) an alternate computer that allows a successful connection. 

  1. Click here to download and save the firmware file 
  2. Unzip the folder by right-clicking and selecting 'extract all'
  3. Power off and disconnect all cords and cables from the Portrait 1 machine
  4. Open the unzipped folder and select the 'Silhouette_Firmware_Update' program to run it
  5. Follow the on-screen instructions to install the firmware update

NOTE: If you receive a message that you need to connect your machine during the on-screen instructions, confirm that your machine connects successfully through Silhouette Studio. You can see this in the SEND panel of the software. If connecting successfully, you can bypass this step in the on-screen instructions by holding down the CTRL key and Shift key, then clicking OK.

Using a USB Hub


We have received reports from some customers who claim they can run the USB cable from the Silhouette machine into a USB 2.0 hub device, which is then connected to the computer. This intermediary connection may in some cases resolve the connectivity issue.


NOTE: We cannot confirm or support this solution. It is only provided by way of information so you are aware of other potential options that may be available.


Silhouette Studio Can't Connect to Machine via USB - PC/Windows

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.



Silhouette Studio Can't Connect to Machine via USB - Mac

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.

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:  Test Hardware Connection


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


  1. Confirm your Silhouette cutting machine is properly connected and powered on
  2. Go to the Apple menu > 'About This Mac'
  3. Expand the Hardware section and select 'USB'
  4. In the list of USB Devices, expand all USB device information

If your cutting machine has established a hardware connection with the computer, you will see an entry listing 'USB Composite Device'. When this device is selected, the information displayed will list the model name (i.e. Cameo, Portrait, or Curio).


NOTE:

  • If this information is displayed, then your machine has established a hardware connection with the computer. Go to STEP 5: Check for Interfering Connections
  • If the above device is not listed, go to STEP 6: Hardware Failure

STEP 5: Check for Interfering Connections


Reset the software’s detected connections:

  1. Close Silhouette Studio
  2. Open the Finder
  3. Press the CMD + SHIFT + G keys
  4. In the Go to Folder dialogue, type ~/Library/Preferences
  5. Locate and delete the folder "com.aspexsoftware.Silhouette_Studio"
  6. Empty the Trash
  7. Perform the steps found in 'STEP 3: Test Software Connection' above


If these steps are unsuccessful in establishing a connection:

  1. Close Silhouette Studio
  2. Select the Wireless icon in the Menu bar (near the time display)
  3. Select the option to Turn WiFi Off
  4. Perform the steps found in 'STEP 3: Test Software Connection' above


NOTE: If a connection is still not able to be established, proceed to the next step

STEP 6: Assessing Hardware Failure


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:

  • USB Port Failure
  • USB Cable Failure
  • Machine Failure


To confirm that the issue is not due to (1) USB Port Failure, perform the steps from 'STEP 4: 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 4: Testing Hardware Connection' using an alternate USB cord, you can confirm is working properly with another device.


If you are still unable to connect to your machine, contact support@silhouetteamerica.com to confirm you have gone through all of these steps unsuccessfully.


How to Clear USB Printer Conflicts (PC/Windows)

Ocassionally, when a Silhouette machine is not connecting via USB to your PC, there may be a printer conflict.

Removing Unused/Old Printers


If you have a printer device listed that you no longer use or have access to, you can remove it as follows:

  1. Press the [Windows] key + R
  2. Type'control printers' into the 'Open' box
  3. Click 'OK'
  4. Right click on the unused/older device
  5. Select 'Remove Device'
  6. Select OK

NOTE: If the device duplicates, note the device and review it according to the information in the next section

Checking Current Printers for Conflicts


Port assignments of other devices can interfere with the Silhouette cutting machine's ability to connect. 


Investigate the port assignment for ALL of your current devices found under 'Devices and Printers' as follows:

  1. Right-click on the device
  2. Select 'Printer Properties' (different from 'Properties')
  3. Go to the Ports tab
  4. If the printer is assigned to a 'USB##' or 'WSD' port (checked box)
    • Note the current information
    • Select the 'FILE' port option
    • Click Apply
    • Click OK
      NOTE: Watch the Devices and Printers dialogue to ensure that the device does not duplicate after the port has been changed. If the device duplicates, note the device
  5. If the printer is assigned to a port other than 'USB###' or 'WSD' Port, do not make any adjustments
  6. Once ALL devices have been reviewed, restart the computer
  7. Go back to the 'Devices and Printers' window
  8. Confirm that Unused/Old Printers that were previously removed have not reappeared
  9. Confirm that the port assignment of each Current Printer has not reverted to a USB### or WSD setting
  10. Power on your Silhouette machine and connect it to the computer
  11. Open Silhouette Studio
  12. Go to the SEND panel
  13. Confirm the machine connection
  14. If the machine is properly connected, repeat steps 1 - 4 above, but revert the port assignments to their original ports, as available

If continued connectivity issues are encountered, review the information found under 'Silhouette Studio Can't Connect to Machine via USB'.

Using Bluetooth®

The following Silhouette cutting machine models are Bluetooth® compatible:


  • Cameo 3
  • Cameo 4
  • Cameo 4 Plus
  • Cameo 4 Pro
  • Cameo 5
  • Cameo 5 Plus
  • Portrait 2
  • Portrait 3
  • Portrait 4
  • Curio 2


Bluetooth communication works to communicate with either Silhouette Studio (when using a computer or laptop with Bluetooth capability), or with the Silhouette Go mobile application (from a smart device).

Checking Computer/Device Compatibility


Please ensure that you do NOT pair the Bluetooth to your Mac or PC. Your software will automatically connect to the Bluetooth once it receives the signal. If you have paired your machine prior please go into your Bluetooth settings on your Mac or PC and unpair from your machine.


In order to use Bluetooth communication, your computer or device must have Bluetooth 4.0 support with an LMP of 6.0 or above. 


Click here to check your computer's Bluetooth specifications and ensure it will work with the Silhouette machine.

Computer Setup


Whereas some devices control Bluetooth connections from the device, when using Bluetooth with Silhouette Studio on a desktop, you will need to set up and/or verify the connection from your computer.


To set up your computer for proper Bluetooth communication:


PC

  1. Click the Windows icon
  2. Select Settings
  3. Select Devices
  4. Click "Bluetooth & other devices"
  5. In the Bluetooth Settings window, make sure the option "Allow Bluetooth devices to find this PC" is checked

Mac

  1. Check to make sure the Bluetooth symbol in the top right-hand corner of the macOS menu bar is active
  2. If Bluetooth is not active, click on the Bluetooth symbol to turn it on
  3. If the icon is not present, please click here for further information on checking to see if your computer is Bluetooth-enabled


You will need to ensure you are running the latest version of Silhouette Studio.


You may also wish to remove the USB cable connection from your Silhouette cutting machine when using Bluetooth. In some cases, this may be necessary to allow proper wireless communication.


If connection issues are still experienced try moving your machine within 10 feet of your computer and ensure that are no walls or doors in between.

Cutting Machine Setup


To ensure Bluetooth is enabled on your cutting machine:


Cameo 4 and 5 Series


  1. Power on your cutting machine
  2. Make sure the Bluetooth symbol button is dark blue, indicating Bluetooth is ON
  3. If it is not dark blue, tap the Bluetooth symbol button until it is dark blue

Portrait 2 & 3 & 4

  1. Power on your cutting machine
  2. Make sure the light next to the Bluetooth symbol button is ON
  3. If the light is not on, press the Bluetooth symbol button to turn it on

Cameo 3*

  1. Power on the Cameo 3
  2. Select the gear icon in the Upper Right of the touch-screen
  3. Scroll down using the down arrow
  4. Select the "Bluetooth®" option
  5. Select the "On" option
  6. Select the back arrow several times to return to the main loading screen


Bluetooth should then automatically scan and connect to your machine in the SEND panel of Silhouette Studio. Once a connection is established you will see that your machine is 'Ready' in the SEND panel.

 

* Please ensure that your Cameo 3 lists "Bluetooth® Included" on the machine packaging, rather than just "Bluetooth® Compatible". "Included" indicates that a Bluetooth adapter is installed in your Cameo. "Compatible" indicates there is a port for a Bluetooth adapter, but there is no Bluetooth adapter included. 

Checking Adapter Connection


If you have performed the above steps and confirmed compatibility, but Bluetooth is not connecting, you may need to check the Bluetooth adapter connection as follows:


  1. Find the Bluetooth panel on the bottom of the Silhouette machine (the panel has the word Bluetooth on it)
  2. Use a small Phillips head screwdriver to remove the screw on the panel
  3. Once the panel is opened, you will see a small Bluetooth adapter plugged into the machine
  4. Use the prongs on the Blade Adjustment Tool (received with your cutting machine) to unplug and remove the adapter
  5. Place the Bluetooth adapter back into the slot and push it in tightly
  6. Replace the Bluetooth panel and screw it into place

Device Connection Status "Unknown"

When going to the 'Send' panel to send your job to the Silhouette machine, you may encounter various connection status messages when viewing your machine list.



If you see a device with an "Unknown" status, this is likely a known software bug where your machine is listing this status instead of the expected "Ready" or "Available" message. 

Resolving the Error


To resolve this bug, click on the machine option in order to see if a connection can be made. 


Continue to update your software as newer versions are released and software bug fixes are provided.


If you require additional assistance and have gone through the steps found in the "Could Not Connect" article, contact support@silhouetteamerica.com for further assistance.



Removing Bluetooth from Machine

Though a rare need, you can remove wireless connectivity from your machine.


This only applies to models that include Bluetooth connectivity.

Removing Bluetooth Adapter


To remove the Bluetooth adapter from your Silhouette machine:

  1. Find the Bluetooth panel on the bottom of the Silhouette cutting machine 
    NOTE: The panel has the word Bluetooth on it
  2. Use a small Phillips head screwdriver to remove the screw on the panel
  3. Once the panel is opened, you will see a small Bluetooth adapter plugged into the machine
  4. Use the prongs on the Blade Adjustment Tool (received with your cutting machine) to unplug and remove the adapter
  5. Replace the Bluetooth panel and screw it into place

No Action to Send Job After Software Update

The newest version of Silhouette Studio may cause issues when sending jobs to the select machine models, including the Cameo 3 and Portrait 2 models. 


This issue will be displayed as sending a job to your machine, but no cutting action is performed. The machine appears to be connected, but it doesn't attempt any action to cut.


We are working to fix this issue and release an updated release as soon as possible. In the meantime, you can fix this issue as follows:

  1. Uninstall the current version of Silhouette Studio 
  2. Install the lower Silhouette Studio version 4.5.812 


Click here for specific instructions for your computer type.



Bluetooth Won't Connect After Software Update

If you have previously been able to use a Bluetooth connection with your Silhouette cutting matching, but it has suddenly stopped working for you, this is likely due to a software update conflict with your computer's Bluetooth setup.


To resolve this issue, please downgrade Silhouette Studio to software version 4.5.812.