If you have a Cameo 1 or 2 that has stopped connecting to windows 10 or above click here.

If your machine is stuck continually updating the firmware click here.

TABLE OF CONTENTS

Silhouette Studio Can't Connect to Machine via Bluetooth

All models including and after the Cameo 3, Portrait 2, and Curio 2 have Bluetooth compatibility. If you have one of these models and it is not connecting the below steps can help resolve that.

  1. Power on your cutting machine
  2. Make sure your Bluetooth is on
    • On Cameo 4 and above this means that the Bluetooth symbol on the machine is dark blue, if it is not tap the symbol until it is dark blue
    • On Portrait 2 and above ensure the light next to the Bluetooth symbol is on, if it is not press the symbol to turn it on
    • On the cameo 3 select the gear icon in the Upper Right of the touch-screen, scroll down and select "Bluetooth®"  and select the "On" option. Select the back arrow several times to return to the main screen
  3. If your cutting machine is still not connecting the next steps will review the computer setting for Mac and Windows
    • Please ensure that you do not pair the bluetooth to your Mac or PC if you have please go to your bluetooth settings and unpair from your machine
    • In order to work with the Bluetooth on the machine you computer or device must have Bluetooth 4.0 support with an LMP of 6.0 or above, to check if your computer is compatible click here
    • Windows
      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 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
  4. If you are still unable to connect the below steps details Checking the Adapter Connection
  5. Find the Bluetooth panel on the bottom of the Silhouette cutting machine (The panel has the word Bluetooth on it)
  6. Use a small Philips head screwdriver to remove the screw on the panel
  7. Once the panel is opened, you will see a small Bluetooth adapter plugged into the machine
  8. Use the prongs on the Blade Adjustment Tool (received with your cutting machine) to unplug and remove the adapter
  9. Place the Bluetooth adapter back into the slot and push it in tightly
  10. Replace the Bluetooth panel and screw it into place

Silhouette Studio Can't Connect to Machine via USB

The following steps can help resolve issues where the software is not connecting through USB from your computer to your machine. This issue will display as the machine is 'Unavailable' in the SEND panel, while the USB cable is connected to the machine and computer.

Check Firmware Version

  1. Power on your machine
  2. Ensure your machine is connected via USB to your computer
  3. Open Silhouette Studio
  4. Go to the SEND tab
  5. Scroll to the bottom of the right-hand side panel
  6. Left-click the machine icon 
  7. Note the firmware number listed to the right of your machine name

Check 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) 
  4. Check this version number against the current version number available on the software download page
  5. If you are not running the current version of Silhouette Studio, please download the current version

Test Software Connection

  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. Open Silhouette Studio
  5. Go to the SEND panel
  6. Firmly plug in an power on the Silhouette cutting machine
  7. Firmly connect the USB cable directly to the machine AND directly to the computer (bypassing any USB hubs)
  8. If successfully connected you will see a loading or ready status for your machine in the SEND panel.
  9. If the machine is listed as 'Unavailable', proceed to the next step (for mac skip Clear Printer Queue and go to Test Hardware Connection)

Clear Printer Queue (Windows Only)

  1. Press[ the [Windows] key + R
  2. Type 'control printers' into the 'Open' box
  3. Click 'OK'
  4. Right-click on your installed printers
  5. Select 'See what's printing'
  6. Go to Printer > Cancel All Documents
  7. Repeat for each installed printer
  8. Check Silhouette to see if the machine is ready or ready to load
  9. If not continue to the Test Hardware Connection below

Test Hardware Connection

Mac

  1. Confirm your Silhouette cutting machine is properly connected and powered on
  2. Got 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
  5. If there is a connection you should 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). If this is seen proceed to the section titled 'Check for Interfering Connections'
  6. If it is not listed, go to 'Hardware Failure'

Windows

  1. Confirm your Silhouette cutting machine is properly connected and powered on
  2. Press the [Windows] key + R
  3. Type 'control printers' into the 'Open' box
  4. Click 'OK'
  5. If you see either of the following proceed to the section titled 'Update USB Printing Support Driver'
    1. Unknown Device (listed in the Unspecified Section)
    2. USB Printing Support (listed in the Unspecified section)
  6. If you see the following proceed to the section titled ' Check for Interfering Connections
    1. Silhouette Cameo/Portrait/Curio (Listed in the Printers section)
  7. If none of the above were found proceed to the sections titled 'Assessing Hardware Fault'

Update USB Printing Support Driver (Windows Only)

  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 Drive
  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. If the machine status does NOT display as ready or load media continue to the section below titled 'Reset Driver Connection'

Reset Driver Connection (Windows Only)

  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 'Show Hidden Devices'
  12. Expand the USB Serial Bus controllers section
  13. Right-click USB Printing Support
  14. Select Remove
  15. If you do not see the 'Remove' option, you will need to contact you computer administrator for access
  16. Once removed restart you computer
  17. Open Silhouette Studio
  18. Go to the SEND Panel
  19. If the machine is still 'Unavailable', Proceed to the section below titled 'Check for Interfering Connections'

Check for Interfering Connections

Mac

  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.apexsoftware.Silhouette_Studio'
  6. Empty the Trash
  7. Power off the Silhouette cutting machine
  8. Disconnect the USB cable from both the Silhouette cutting machine and the computer
  9. Open Silhouette Studio
  10. Go to the SEND panel
  11. Firmly plug in an power on the Silhouette cutting machine
  12. Firmly connect the USB cable directly to the machine AND directly to the computer (bypassing any USB hubs)
  13. If successfully connected you will see a loading or ready status for your machine in the SEND panel. If not please continue to step 14
  14. Close Silhouette Studio
  15. Select the Wireless icon in the Menu bar (near the time display)
  16. Select the option to Turn WiFi Off
  17. Repeat steps 7-12 and then check connection in Silhouette Studio
  18. If a connection is not made continue to the section below titled 'Assessing Hardware Fault'

Windows

  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.apexsoftware.silhouette_studio"
  6. Empty the Recycle Bin
  7. Power off the Silhouette cutting machine
  8. Disconnect the USB cable from both the Silhouette cutting machine and the computer
  9. Open Silhouette Studio
  10. Go to the SEND panel
  11. Firmly plug in an power on the Silhouette cutting machine
  12. Firmly connect the USB cable directly to the machine AND directly to the computer (bypassing any USB hubs)
  13. If successfully connected you will see a loading or ready status for your machine in the SEND panel. If not please continue to step 14
  14. Press the [Windows] key + R
  15. Type 'control panel' into the 'Open' box
  16. Select Uninstall a program (may be 'Programs and features')
  17. Double-click and uninstall Windows Driver Package - Silhouette USB cutter
  18. Restart your computer
  19. Repeat steps 7-12  and then check connection in Silhouette Studio (if a connection is not made continue to the section below 'Assessing Hardware Fault'

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 proved to work with other devices.

After testing that as able please reach out to support@silhouetteamerica.com and explain the issue and confirm all the steps that you have tried.

Carriage Moves to Wrong Position on Startup

Upon startup, the Cameo's blade carriage will orient itself into a starting position. When performed properly, the startup process is very fast.

However, if the carriage moves slowly when powered on and does not return to the starting point (but rather goes more toward the center), this may indicate an issue with the machine's connection, or it may be an issue with a part in the machine called the crash stopper. 

Reset Carriage

To test for a misalignment please power off your machine, slide your blade carriage left to right 3 times leaving it on the right side and power back on. If the blade carriage moves back to the starting position no further action is necessary.

If Blade Carriage hits the right or left side or slowly moves across the cutting field see the below Crash Stopper information

Crash Stopper Issue

The 'Crash Stopper' is an internal part that helps the carriage know where it is positioned. If this part is damaged, then your machine will be inoperable.

If such is the case, contact support@silhouetteamerica.com to provide:

  • Your full name
  • Your Silhouette account email address
  • Your machine's serial number
  • A video showing the issue

Can't Connect via USB BUT Can connect w/Bluetooth(Mac)

  1. Close Silhouette Studio
  2. Clear your Silhouette Studio preferences (click here for instructions)
  3. On your Mac, choose Apple menu > System Settings > Bluetooth
  4. Disconnect the pairing for the Silhouette device
  5. Connect you Silhouette machine to your computer via  a USB cord
  6. Open Silhouette Studio
  7. Go to the SEND panel to check the machine status

Bluetooth Won't Connect After Software Update

If you have previously been able to use a Bluetooth connection with your Silhouette cutting machine, 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 4.5.180

Removing Bluetooth from Machine

Though a rare need, you can remove wireless connectivity from your machine. (This only applies to machines that include Bluetooth connectivity)

  1. Find the Bluetooth panel on the bottom of the Silhouette cutting machine (The panel has the word Bluetooth on it)
  2. Use a small Philips 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