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:

  1. Make sure you are attempting to download from the official Silhouette website
  2. 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

  1. Navigate to the download file for the software
  2. Right-click and choose Run As Administrator
  3. 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

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.


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:


  1. Open the Mac Terminal (in the Finder app, open the /Applications/Utilities folder and open 'Terminal')
  2. Paste the following into the Terminal:
    /usr/sbin/softwareupdate --install-rosetta --agree-to-license
  3. Close the Terminal
  4. 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:


  1. Go to the Creative Cloud app
  2. 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


Silhouette Link was a program previously included with Silhouette software products that would allow you to connect to your Silhouette cutting machine through your main computer when on a mobile device or another computer in the same WiFi environment. Silhouette Link is no longer offered or supported.


To remove the Silhouette Link program:

  1. Press the Windows key + X
  2. Select 'Control Panel'
  3. Go to 'Programs' or 'Programs and Features'
  4. Locate the Silhouette Link program in the list of installed applications
  5. Uninstall Silhouette Link
  6. Restart your computer

Clearing Log Files


If concerns persist after following the steps above, the issue is likely related to a software log file. This log file would be from an older version of Silhouette Studio where the logs used to appear in the following location:
C:\Users\%USERNAME%\AppData\Roaming\com.aspexsoftware.Silhouette_Studio

In newer versions of Silhouette Studio, these and other logs have been moved to the "scratch.1" folder: 
C:\Users\%USERNAME%\AppData\Roaming\com.silhouettesoftware.scratch.1

NOTE: Newer versions of Silhouette Studio will also automatically delete these logs every time Silhouette Studio starts, whereas older versions will not. We recommend updating Silhouette Studio to the latest version available. The action to update the software should automatically delete the older logs.

If you still encounter this concern after updating the software, delete the following files/folders located at C:\Users\%USERNAME%\AppData\Roaming\com.aspexsoftware.Silhouette_Studio:
  • 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