Does your Silhouette software show “Working Offline”?
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?
This should force the sync to begin again.
Updated 9/2/24 with a new quick video on the Silhouette Secrets+ YouTube channel HERE.
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.
Silhouette Support is open M-F 8 am – 4 pm MST.
Library Tips
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.
Save this for future reference by pinning the image below.
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Thank you, you’re amazing!
You are welcome!
You are a genius! I’ve spent HOURS troubleshooting this exact issue with new content not in library and the offline message!! Thank you!!
You are welcome! I am so glad it helped and you were able to sync up your library!
Thank you!
You are welcome!
You are welcome!
I cannot even tell you how long I’ve spent trying to work through this issue. Thank you for all the time you have put into your research and for sharing it with all of us! Your post has made me a happy Silhouette user once again! THANK YOU SOOOOO MUCH!
Yay! You are welcome! I’m so glad it was helpful!
I can’t tell you how grateful I am to have found this. I’ve finally managed to start making the Christmas cards I bought the designs for several weeks ago but couldn’t find in my library. Thank you so much for taking the time to post this.
Yay! I’m so glad it helped! Happy Cutting! I would love to see what you create! Feel free to post on my Facebook group https://www.facebook.com/groups/silhouettesecretsplus
Unfortunately, I’m still unable to view the files I purchased from the design store.:(
If you have any further assistance you can offer, I would love to hear from you!!! Thank you so much for these instructions in any case. They were very clear!!
What version of the software are you currently using? Under Help > About Silhouette – what are all the numbers?
Release 4.4.455ss
I would suggest going through all of the steps again in the blog post. If they still do not download and you have a secure internet connection, then I would get in touch with Silhouette Support. They are open M-F 8 am – 4 pm MST. The chat is typically the fastest way to get in touch with them on their website.
This is a real good tutorial you gave here but my problem is i cannot get into my library account because they kept saying it all wrong account number email and password i want my designs to do my crafts now is there a video hands on this it versio4.4 basic cameo 3
You will need to contact Silhouette Support. I have no control over accessing your account or resetting the information.
I am also having no luck, but your guide was very well put together. I made it to the last step and tried live chat during operating hours and waited over an hour with no response. I am now taking it up on myself to uninstall and re-install and try again. Disappointed by the support from their company.
Can you explain what issue you are having? Or post on my Facebook group and we can troubleshoot – https://www.facebook.com/groups/silhouettesecretsplus
The chat has been down for several weeks as they are transitioning to another system. I am not even seeing the option on the website at the moment.
Thank you so much for your help! I just purchased the Cameo 4 Pro and couldn’t figure out why my library wouldn’t sync. Thank you for sharing your tips!
Yay! You are welcome! I am so glad it helped!
Thank you for this information! Easy to follow and spot on, fixed my issue!
Yay! So glad it helped! Thank you for letting me know!
Like so many others I spent so much time trying to fix this but your solve fixed it! Thank you so much!
Yay! So glad to hear that!
Thanks! This was so helpful!!
You are welcome! So glad it helped!
When I purchase 3rd party designs I can import them to the library but they will not show as a thumbnail, it’s very frustrating any advice greatly appreciated thanks
It may just depend on the file type. It is not going to show a thumbnail like a design file from the Silhouette Design Store because the file doesn’t contain that data to give the image and show up. A svg file is just a cut file, it may show an image but it will be the image of the pieces of the file, not a completed project image because that data is not there.
Thank You just by clicking and unclicking the work off line button under my name it started working. Love the rest of the article too.
Yay! Glad it worked! Happy cutting!
Thank you so much for this post! I couldn’t figure out what changed and was getting frustrated trying to fix this on my own.
So glad it helped! You are welcome!
Hi! I’m so glad I found this! I have realized though that I think my issue is that I recently downloaded a VPN to further protect our online privacy. I am very new to using it so there is a lot I don’t know but I have a feeling this is why it shows my Silhouette library is offline and the box is not checked. Now I need to figure out how to allow my program to still download new purchases from the Silhouette Store but I at least wanted to make you aware that this could be an additional issue people may have with VPNs becoming more popular these days!
Check the box next to Work Offline and uncheck it again. Does it sync up?
I am having trouble downloading my own designs not store bought ones.
Where are you designs saved to that you are trying to download?
[…] If you are not logged in or cannot get it to sync with the current date and time, follow the steps in this post exactly – Let’s Explore v4 – Designs Not Downloading […]
I am a little bit late to the silhouette game… so I am still learning at this point. I have to tell you… I had to restart my computer but this blog post was SO HELPFUL that I just HAD to come back and say THANK YOU THANK YOU THANK YOU! I was getting beyond frustrated that my library kept kicking me to working offline and my things were not downloading. Thanks to your help I was able to fix the problem and my things downloaded perfectly. You are an angel thank you!
Cristena – Yay! I am so glad that it worked for you! Thank you for the feedback!
Thank you very much. Just had this problem for the very first time and your instructions were terrific.
Yay! So glad it was helpful!!!!
[…] from the Silhouette Design Store are not downloading directly to your library, follow the tutorial HERE step-by-step to correct […]
Still have hundreds that won’t download or sync. Was bought with so fontsy
Is it just SoFontst designs that won’t sync? Or is it Silhouette Design Store files?
I can try to help, but would need more information. What software version are you currently using?
Did you follow the steps in the tutorial step-by-step in the specific order?
For outside designs, I do not recommend storing those in the Silhouette library, but save to an outside source and open from there.
Tremendously helpful and very clear steps…solved my problem! Thank you!
Yay! You are welcome!
Help! I’m having “Queued/download failed” issues with several of my files; files I’ve created years ago, that at one time downloaded just fine, all the way to the last file I purchased four days ago from the Silhouette store that would only say queued. I’m not sure when the issue started, I’m guessing several months ago. I’ve followed all steps/directions for the v4 downloads not loading, up through the “recover” step. The recovery still hasn’t finished. How many hours should the recovery take? It’s been more than 15 hours over 4 nights, and I’m afraid I’ve lost everything.
I have a PC, a Cameo 4 with Designer + and my silhouette library had over 11,000 files. I’m still logged out of my silhouette account, but currently using some version of 4. Should I keep going, the computer says syncing?
Thank you!
Can you tell us the exact version number? Under Help > About Silhouette – what are all the numbers? For instance v4.4.554?
It is Designer Plus 4.4.892ssae
The “recover” finally ended, 25+ hours later! So happy and I don’t think anything was lost as library shows 17,000+ files. Unfortunately the problem isn’t fixed. Several files still show “download failed/Queued,” as well as several library icons are only half visible. Is there a fix?
Thank you!
Do the files that show half visible open when you double click? If so, there is nothing to be done right now. It is a bug and they are aware and investigating it.
The download/failed/queued – are those Silhouette Design Store files or personal designs? Are they by chance free with machine designs?
Yes the files that are only half visible stay that way when double clicked.
The download/failed/queued are a mixture of both files from the Silhouette Design Store and personal designs. The last file I purchased from the Silhouette Design store was a Haunted House, Design #21539 on 9/5/22. It would not download at all, and was the reason I started to try to resolve this issue. Now after 25+ hours of syncing, the Haunted House library file icon isn’t visible, it still says Queued, but when I double click it does load onto my workspace, so the recovery step did help!
Please contact Silhouette Support regarding the issue of files not syncing.
The half visible files are a bug – what I was asking is if they open on the Design Space when you double click on them. The thumbnail will stay half hidden – that’s the bug. You can try right clicking and choose Retry Download and then close and reopen the software – it may or may not work depending on your software version. But it’s a bug and will be fixed in the future as I’ve reported it.
Yes, the half visible files do open in the Design Space when I double click on them. I’m so glad to hear this will be fixed with a future software update. Thanks for all of your help, your explanations are wonderful and easy to understand!
You are welcome!
Thanks to you, I did NOT have to spend hours researching this issue. Simple fix for me. Thanks so much!!
You are welcome! So glad it helped!
[…] saw it so much that in 2020 I published a tutorial called Let’s Explore v4 – Designs Not Downloading and shared the steps to take to fix this […]
Good afternoon, I have a problem that does not seem to fit with the options of the article.
Being synchronized and online, the library files fail to download constantly, do you know anything about it? Thanks in advance
Do you get an error that reads – Retry download? Or is it simply that the thumbnail image isn’t showing fully?
Click your name in the top left corner, check the Work Offline and uncheck it again to force a sync. Do they then sync up?
If it’s just the thumbnail image not showing up completely – this explains more on that, however, the file should be usable.
https://youtu.be/rbKTGlziw_I
It asks me to retry the download and if it synchronizes
It asks me to retry the download and if it synchronizes.
I am working through the steps, but when I get to the recover part after logging into the design store part, there is no recover option.
Under My Account in the Design Store is a bunch of different tabs – one is Recover. Should be exactly like my photo…. I can currently see it on my mobile phone…
Account Info – Payment Info – Orders – Rewards – Recover
And several others…..
I have tried everything you showed with no luck went as far as buying a brand new Mac air(newest processor) over forty store purchases say download failed retry!!!!!!!!! I am beyond frustrated. this just started happening about two weeks ago. I am currently up to date on all payments and I have the designer edition. On the new Mac I can’t get any of the library to load (about 618 designs and fonts)
Please be patient – you may be experiencing a new issue we are currently tracking. I have reported it. Prior to this past weekend, my instructions should have worked for you, however, this new issue that just popped up is affecting some users, but not all – however, a lot of MAC users. This explains more – https://youtu.be/OjX3hm5FmPs
Well now I have a second Macbook air.lol. How long does this usually take for a fix? I was under the understanding that the shilouette and cameo were more Mac friendly than the circuit. I am going nuts people need fall door tags.lol I can’t click and navigate as fast as you.lol. also somehow my account lost 27$yesterday have you heard of that happening?
In this case, it’s nothing to do with MAC compatibility. It is affecting both MAC and Windows users, however, it is not affecting all users. We reported it as soon as we saw the pattern, and they are actively investigating why to find out what is causing it and how to fix it. It is not a typical thing that happens and this is the first time in 10+ years using Silhouette that I’ve seen an issue presented like this.
The video I shared, shows how you can still access your files to use them from Silhouette.
As far as account balance, no, money doesn’t typically disappear, but you’d have to contact Silhouette Support so they can look into your account. I do not have access to your account or the backend of the system.
Daryl – you might try again now. Follow all the steps and do the designs sync up. The library download issue is supposed to be resolved.
[…] Let’s Explore v4 – Designs Not Downloading – HERE […]
Perfect solution! I had been traveling without internet and when I got home my library was offline. I didn’t realize that losing the internet connection might cause it to stay offline. Thank you SO much!
You are welcome! So glad it helped!