Are your Silhouette Design Store files not downloading direct to your Silhouette library?
There could be a couple reason why. Let’s fix it!
Does your software show “Working Offline” in the bottom left corner?
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Since the Silhouette software does not have to have an internet connection in order to use it, you can set the software to “work offline”.
This means that the Silhouette library will not automatically sync on it’s own.
However, I am finding that the software will also kick it into “offline” mode in some other instances as well, even when the user has not put it to “work offline”.
One that I believe happens often is if the internet connection is interrupted, lost, or changed on the computer. This can happen if you have to change connections, such as traveling, crafting at a friends, router is reset, etc.
You may see a little message in the bottom left corner that says “Working Offline” and pressing the Sync button does not do anything.
This can be fixed very easily.
First, make sure you are logged in to the Silhouette library.
Once logged in, it may prompt the library to sync.
If not, click on your name in the top left corner.
Then check and uncheck the box next to “work offline”.
Does the library start to sync?
What if that doesn’t solve it?
Now, sometimes that is not the cause at all. If it does not sync up or you experience the files showing but saying Download failed, then we move on to the next steps.
First, try logging out of the library completely and then logging back in.
Click on your name in the top left corner and choose “sign out”.
Then it will prompt you to log back in.
Enter your email and password.
Does it sync up properly?
If not, we move to the next step.
I kind of feel like I’m in one of those choose your own ending storybooks, but this is the process of troubleshooting. You have to try each one to see if it will work and you have to start at the beginning or you may miss the “simple” fix first.
Click on your name in the top left corner.
Then click on the red x next to the email address. This will remove the user from the library.
You may see a message that any files not synced properly may not have saved. If you have saved your personal files to the library since the last time it was synced, I would suggest you do not proceed with the following steps and instead open those files and choose File > Save As > Save to Hard Drive. This will ensure that you have copies of your personal files that may not have synced up properly to the cloud library.
Once the files are saves, continue to remove the user.
This will prompt a log in pop up again. Do not log in yet.
Go to the Silhouette Design Store. Log in to your account and click on the person icon in the top right corner for the Account Settings.
Then click on the “Recover”
Once it is finished, go back to the Silhouette software library and log back in.
Does it sync up properly?
If not, scroll down the page and choose Reset Cloud Library Sync
Other reasons files might not download
You may also want to check how it is set up to download from the store. Under the Account settings in the store, click on Change My Account Info/Preferences.
What do you have selected under “Online Store”? If it is set to “automatically download to hard disk”, then it may not be sending those files to your library direct.
One other reason files may not be downloading to the library is if you are a user on an old software version prior to v3.8. Due to increase TLS Internet Security protocols that cover higher protection against credit card fraud, older software version can no longer connect to the Silhouette server. This is not something Silhouette has control over.
But, it is due to the protocols they have to follow and meet under the TLS guidelines.
I would recommend making a backup of your library and updating to the current version of the Silhouette software direct on the website.
Another reason may be if library cloud storage is full.
While Silhouette Design Store files do not count towards the library storage, if your cloud library is showing a full in the bottom left corner, this can cause syncing issues.
If the library storage is showing as full, you will need to save some of your personal files to an outside location. Open the file, choose File > Save As > Save to Hard drive and save it to an outside source. Once you have the file saved outside, delete the file from within the Silhouette library and empty the recycle bin.
To save individual files outside the software, you do have to open each and save individually. There is no bulk export that allows you to open the files outside the program.
If those steps above do not get it synced up properly, I would suggest getting in touch with Silhouette support and they can look at why it might not be syncing properly.
The chat is the fastest way to reach support and they are open M-F 8 am – 4 pm MST.
I do have one bit of caution here regarding the library.
The Silhouette Design Store files will automatically download files from the store to the Silhouette library. These files do NOT count against the cloud storage.
However, the cloud storage on the Silhouette library is limited in size. While you can store your personal files in the Silhouette library, it is designed as a syncing device and not an all inclusive storage area. The only files that Silhouette can guarantee to recover are those from the Silhouette Design Store.
This also means that if you are downloading the Design Store files direct to your hard disk and then adding them to the library, those files are counting against the cloud storage because it did not download direct.
Most users have 1 GB of cloud storage in the library. If you have a Design Store subscription or are a Club Silhouette member, then that is increased to 5 GB.
You can see in the photo above that I have 5.0 GB of cloud storage since I have a Silhouette Design Store subscription.
Nothing is 100% safe!
The safest way to store files is in multiple locations. Personally, I use an external hard drive and then back up that hard drive a couple of times a year.
Each user will need to use the best methods that work for them. Whether that is an external drive, online storage, etc.
But, the safest place is in multiple locations.
Here are a couple more tips that will help with your Silhouette software and files.
I would love to see what you create with your Silhouette machines & software.
Feel free to post photos or questions on my Facebook group at
Silhouette Secrets with EllyMae.
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