TABLE OF CONTENTS
- Software Download Failure
- Software Installation Failure
- Mac M1/M2 Processor Issue - Outdated
- Computer Memory Leak
Software Download Failure
A download failure means that you are unable to download the installation program in order to install the software program.
NOTE: These steps are to resolve issues with downloading the installation program. Click here instead if you are unable to run the installation program that you have already downloaded.
Download Fails
If you are unable to successfully download the desired Silhouette software:
- Make sure you are attempting to download from the official Silhouette website
- Check your internet connection speed
NOTE: You will be provided with a result with the Mbps (Megabits per second) value for your download speed. Ideally, the download speed should be a minimum of 25 Mbps. Lower speeds can result in a longer time needed to download the software, or in severe instances cause interruptions that cause the download to fail.
Download Stalls
If the download stalls or is taking a longer time to download than expected (greater than 15 minutes), we recommend contacting your internet service provider for further assistance with increasing download speeds.
Temporarily Disabling Anti-Virus Program
In some cases, an antivirus or other security software can prevent proper downloading. You may wish to temporarily disable any antivirus or security software on your computer, and then retry the download. If you do this, remember to re-enable your antivirus or security software when you are finished.
For Avast antivirus program users, your program may misidentify the Silhouette software download and installation process as 'suspicious'. Click here for instructions on temporarily disabling the Avast program.
Software Installation Failure
If you are unable to run the Silhouette software installation program, check the following points.
NOTE: These steps are to resolve issues with running the installation program that you have already downloaded.
Click here instead if you are unable to download the installation program.
Check Software Requirements
First, check the system requirements for the software program you are trying to install. If your operating system does not meet these requirements, you will need to use a different computer.
See Minimum System Requirements
Check the Software Version
If you are trying to install a lower version of the software than you previously had installed on your computer, you will need to first uninstall the current/newer software version.
Silhouette does not support running multiple versions of the software simultaneously.
Click here for uninstallation instructions
Authorize Installation Program
There may be an operating system authorization issue preventing the installation program from accessing your computer properly to install the software.
To resolve this issue:
PC
- Navigate to the download file for the software
- Right-click and choose Run As Administrator
- If you see a User Account Control prompt, accept it
If this does not resolve the issue:
- Press [Windows]+R on the keyboard simultaneously
- Type in %programfiles(x86)%
- Press Enter
- Right-click on the folder Silhouette America
NOTE: If the 'Silhouette America' folder is not present, right-click on Silhouette Studio folder - Select the Properties option
- Select the Security tab
- Select the Advanced button
- Select the Change Permissions button and provide authorization
- Check the box entitled "Replace all child object permission entries with inheritable permission entries from this object"
- Select Yes on the Windows Security pop-up
- Select Okay
Mac
If you are on a Mac, your computer may be set up with security preferences to not allow any programs not obtained from the Mac App Store.
Click here for instructions on how to adjust this setting to allow programs not obtained from the Mac App Store.
Can't Run Software in Windows S Mode
If you are running Windows 10 or above in S Mode, this will not allow you to run software programs that are not verified from the Microsoft App Store, such as Silhouette Studio.
Switch Out of Windows S Mode
In order to run Silhouette Studio, you will need to switch out of S Mode. This is the only option available until Microsoft allows 3rd party applications to be run that are not from the Microsoft App Store. If you are unable to make this adjustment to switch out of S Mode, you will need to use a different computer that is not set to run in S Mode.
To switch out of S Mode:
- Click the Windows key + I (uppercase i)
- Go to Windows Settings
- Click on the "System" tab
- Click on "Activation" in the right pane
NOTE: On the Activation page, you will see "Switch to Windows 11/10 Home or Pro" based on your OS version - Click on "Go to the Microsoft Store"
- In the "Switch Out of S mode" pop-up screen click the "Get" button
- Click on "Install"
- Click "Yes, let's go" to confirm the installation process and switch out of S mode
NOTE: If you see any error after clicking on Install indicating that the upgrade cannot happen, then perform a Windows update, reboot your computer, and try the above steps again.
Mac M1/M2 Processor Issue - Outdated
If you are unable to run Silhouette software on your Macbook that has an Apple M1 or M2 processor:
- Open the Mac Terminal (in the Finder app, open the /Applications/Utilities folder and open 'Terminal')
- Paste the following into the Terminal:
/usr/sbin/softwareupdate --install-rosetta --agree-to-license - Close the Terminal
- Attempt to launch and use the Silhouette software program again
Silhouette Connect Issues
Note: Illustrator 2025 does not support Rosetta Mode.
If using Silhouette Connect and continued concerns are encountered:
- Go to the Creative Cloud app
- Go to Open > "Open (Intel)"
This should allow you to run a compatible version of Adobe Illustrator.
If you are unable to do this, then the only other option at this time would be to downgrade your Illustrator program to any version below 25.3.
We recommend that you continue to update your software as you see new updates available.
Computer Memory Leak
If your computer has a memory leak that you suspect is related to the Silhouette software installed on your computer, this is likely due to one of the following reasons:
- There is an older software called "Silhouette Link" on your computer that needs to be removed
- There is a Silhouette Studio log file being generated that needs to be cleared
Removing Silhouette Link
To remove the Silhouette Link program:
- Press the Windows key + X
- Select 'Control Panel'
- Go to 'Programs' or 'Programs and Features'
- Locate the Silhouette Link program in the list of installed applications
- Uninstall Silhouette Link
- Restart your computer
Clearing Log Files
- Any file that starts with the word "log."
- Any file that ends in ".return"
- The entirety of the C:\Users\%USERNAME%\AppData\Roaming\com.silhouettesoftware.scratch.1