I am popping in to share some important information that I received direct from Silhouette about the Silhouette Studio Library Storage. I was asked to share and I am because this affects many Silhouette users.
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If you have ever stored files in the Silhouette library, please read below carefully.
I am going to copy the exact email from Silhouette below and then I’ll add in some important notes and information to clarify below the email text.
***Update 5/8/25 from Silhouette – storage removal will occur in batches, so user’s will not see it happen at the same time. ***
Email I received from Silhouette America on 4/28/25 at 6:19 pm CT regarding Silhouette library storage.
Customers who have canceled Club Silhouette will lose the 5GB benefit. It will be reduced to 1GB on May 1, 2025 unless they rejoin Club Silhouette before this date.
If a Diamond subscriber or anyone that is still receiving the 5G benefit cancels, it will automatically be reduced to 1GB. Grandfathered users with more than 1GB who cancel must follow the new subscription offerings when they re-join.
Designs purchased from the Silhouette Design store at any time are theirs to keep, they will not be affected by this change.
It is highly recommended that all customers export and back up their custom user content. User files will still be accessible on their own computer if they have exported them correctly.
How to Export User Made Designs:
Log into the Silhouette account.
Go to the Library.
Click their name in the upper left corner.
Select “Export User Made Designs.”
Choose a location on their computer to save all their user-created content safely.
Thank you so much for helping us share this information! We need your help to convey to the customers how easy it is to export and backup their custom user content. This is a simple process, as long as they follow the steps above.
Those customers that are current subscription members that fall into the categories above don’t need to worry about this, but we do recommend that they always back up their files.
They can do a full library backup by clicking on their name and going to “export library”. “
Export User-Created Files is ONLY an option in software versions v4.4.552 or higher. If you are using an older version of software, you will either need to update (we’d recommend v4.5.812) or open each file and save using File > Save As > Save to Hard Drive. *how to install legacy versions HERE
We highly recommend exporting ALL user created files even if you are under the 1 GB limit for Silhouette library storage. This ensures you have a copy of files you have created. Silhouette has NEVER guaranteed that user created files can be recovered. I do not anticipate Silhouette helping users try to recover their files once they are deleted.
Exporting user-created files does NOT remove them from the Silhouette library storage. It simply exports a copy of your files. If you want to remove them completely, you have to delete them and empty the recycle bin, however, we have had reports of that not working and they come back when synced again.
A library backup is NOT the same as exporting individual files. A backup does NOT contain individual files and it CANNOT be opened outside the software. *more details on backups HERE
Develop a method for saving files outside the Silhouette library storage and DO NOT rely on it to keep your files save.
The safest place for your files is in multiple locations. Save the files and have a backup of those files too!
I hope to reach as many user’s as I can with this information before Silhouette starts deleting user files. I have no control over what Silhouette does, but I can try to reach as many user’s as I can.
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Silhouette Classes
Never stop learning! Let me help you take the anxiety out of learning with Silhouette and get to creating faster! My Silhouette classes are heavily focused on software, so you can take the skills & techniques taught and apply them to many future projects!
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
Just a quick post to share something I stumbled upon yesterday while I was writing the weekly Silhouette Secrets+ newsletter. There is now a Silhouette Design Store direct download search feature!!!!
Silhouette Design Store – Direct Download Search
If you have been following along we are now 70+ days after the Silhouette website started to be migrated. The migration started on May 22, 2024 and it’s been well… a mess. It did not go as planned and it’s still ongoing. Little by little there are small improvements such as a new search is now available under the Downloads section on your Silhouette Account. This is BIG! For more than 70 days users have had to direct download if their Silhouette library was not working properly. However, that has had major issues too. For users like myself, who have thousands of designs, it was impossible to view them.
In the video I share how the Silhouette Design Store direct download search currently works and also options for accessing direct downloads too! Slowly, one step at a time, the website is improving… it might be baby steps, but at least it’s progress in the right direction.
I have more tips in the Silhouette Library & Account Issues: What to Do? Recommendations video HERE too.
Sign up for the Silhouette Secrets+ Newsletter for tips delivered weekly to your inbox and a new free file each month too! Subscribe HERE. Then make sure to confirm your subscription too!
Want to learn more? Check out the Silhouette A to Z Guide on the website HERE.
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Hope that helps!
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Silhouette Classes
Never stop learning! Let me help you take the anxiety out of learning with Silhouette and get to creating faster! My Silhouette classes are heavily focused on software, so you can take the skills & techniques taught and apply them to many future projects!
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
Affiliate links may be present in the following blog post and as an Amazon Associate, I earn from qualifying purchases.
Did you know that you can use the Silhouette software without EVER using the Silhouette library?
If you are reading this when it’s first published, we’ve been encountering an issue where we are currently 23 days into an outage of the Silhouette websites where there are issues syncing files to the Silhouette library and anything that “talks” to the Silhouette servers. It has worked a bit in the last 23 days, but for the most part users are dead in the water if they only use the Silhouette library and rely on it only.
But, you DO NOT have to rely on the Silhouette library at all! And, to be honest, you should NOT! You should not rely on 1 source as an absolute. You purchase files and you should have those files available to you whenever you need them.
First Thing First
Before I even begin to show you how you can use Silhouette without the library, the first thing I want to advise you is….
1 – Save your personal files to an outside location!!!
It’s really easy to do. File > Save As > Save to Hard Drive. Or if you are saving a file type besides .studio file I would recommend selecting your entire design and then using File > Save As > Save Selection and then choose the file type.
2 – Back up your files. Even if you save your files to an outside source. Back them up to another source! There is NOTHING that is 100% safe! Except multiple back ups.
More tips on backing up files, including what I’m currently using as my primary storage and back up sources – click HERE
I hate to say it but in general, we have all gotten complacent. We used to save Word documents every 5 minutes and that was the standard. It doesn’t really matter that technology has improved, it can still fail! Nothing is 100% fool proof except multiple saving a backup to multiple locations.
3 Ways to Use Silhouette Without the Library
1 – Design your own files using tools in Silhouette Studio
Every single user can create their own files! You do not have to have a degree to do this. Use the tools in Silhouette Studio software to create your own designs.
2 – Open a design in Silhouette Studio and use to cut. Silhouette Studio can open many file types from outside sources.
This method depends on what Silhouette Studio upgrade you have. The basic (free) software is limited on what file types it can open. Silhouette Studio upgrades will allows you to open more file types such as the common SVG file type that is a cut file.
3 – If you can access your Silhouette library, you can open from there. But what if you cannot access it for some reason – like the software update mess or another issue?
You can download the files direct to your computer and use them!
Check out this video on how you can download your files directly from the Silhouette Design Store and save to your external source on the Silhouette Secrets+ YouTube channel HERE.
You have the resources at your finger tips! Use them! Learn how to make Silhouette Studio software work for YOU!
Want to learn more on how you can make Silhouette Studio work for you? Check out the A to Z resource on the blog HERE.
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I hope these tips help you on your journey, especially as we navigate the Silhouette Studio website issues we are currently experiencing as I type this.
Enjoy !
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Silhouette Classes
Never stop learning! Let me help you take the anxiety out of learning with Silhouette and get to creating faster! My Silhouette classes are heavily focused on software, so you can take the skills & techniques taught and apply them to many future projects!
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
If you have not seen the many thousands of posts on social media, then this may be news to you. Silhouette has been updating their websites. Both the Silhouette America website and the Silhouette Design Store website have been undergoing a major update where all the data has to be transferred from one system to another. Silhouette has run into issues with the site updates.
Updated 7/9/24 10:30 am CDT – Website & Library issues
User’s are starting to receive this email from Silhouette about a “fix” for the library (photo below). It is a slow roll out as described in the email dated 6/25/24.
Silhouette version 4.5.807 that is referenced, was released on Friday, July 5, 2024 as the “fix” under Open Beta version on the Silhouette website. This is all new territory for all of us and we have no idea what will happen or what will come in the future. So far we’ve seen mixed results.
RECOMMENDATIONS:
Do nothing until you get an email from Silhouette that your account is enabled. If you do try to sync before getting the email, then most likely your account is not enabled yet and it won’t work anyhow.
if you decide to test v4.5.807 – turn off and unplug all of your Silhouette machines and DO NOT connect to them until you decide if you are going to keep this version. v4.5.971+ have firmware updates required for newer model machines and is another reason we were not recommending that update. Neither v4.5.791 or v4.5.807 have much testing by users and we reported several bugs in .791. If you decide to keep v4.5.807 – you will need to process those firmware updates if it notifies you. There is no way around that unless you use older software – which means the library and new files may not successfully sync.
or wait and see what happens going forward
I honestly don’t like the fact that a software update is released and users are forced to update if they want their library to sync, but it’s not my call.
If you received the email and after following Silhouette’s instructions still have issues with the library syncing, files not downloading, download failed, logging into the websites, credit balances, subscriptions, or shopping in the Silhouette Design Store you will need to email Silhouette at support@silhouetteamerica.com as the email instructs.
For the best results you can expect from Support, be as detailed in the email and explain the steps that you have taken and provide any photos that help explain your issue as well as what you currently see. This will hopefully help them understand what your particular issue is.
I wish this were different, but please understand we are all experiencing the issues together.
Even if your library is still not syncing, I do have resources that can help for you to still be able to use your Silhouette software and machines….
How to Direct Download from the Design Store video HERE
Library Extractor for Windows and MAC Please read all the notes. This will extract library files that were synced to the computer prior to the website issues. It will not contain any files that have not successfully synced to the library. However, it does extract user created files too! I have tested this and it worked for me.
Please continue reading below for additional information that has been shared during this entire process. It has been a long 50 days as I type this of the mess, but we are all experiencing the issues together.
*****
Silhouette users who are signed up for email notifications were sent an email on May 21, 2024 notifying them of this update. Here is a copy of the email notice I received.
Affiliate links may be present in the following blog post and as an Amazon Associate, I earn from qualifying purchases.
Update: email sent to users on 6/24/24 5 pm CDT
Update: email sent to users on 6/14/24
Update: email sent to users on 5/30/24 “We are aware of the issues being encountered with the new websites. We apologize for any inconvenience and frustration this may have caused. Rest assured we are working diligently to resolve these problems and will have everything up and running smoothly soon. Our intent with this upgrade is to improve your experience and the offerings we provide. We thank you for your patience and understanding.”
The emails are only be sent out to those subscribed to receive their emails. Many users also found that the email ended up in their spam or junk folder, or the email provider marked it as spam and it was not received.
Silhouette also put up a notice on the websites that they were under maintenance starting at midnight on 5/22/24 and hoped it would be complete at 7 am MST on 5/22/24.
Unfortunately, technology did not follow their schedule and we are now (7) 9 days out and it is still not functioning properly.
So here we are…
I am going to provide some information below and will continue to update this post as things progress, so it may be a good one to bookmark for future reference.
Now “hold onto your butts” because this is a lot of information to share below…. (side note: we saw a car decorated as a Jurassic Park tour car last weekend and that saying was on the back window. The entire vehicle was decked out including a dinosaur riding on the dash – so it’s fresh in my mind)
Silhouette Website Updates
Updates 6/14/24 from Silhouette Secrets+ – Recommendations
Do NOT try to sync the library! Syncing has been turned off the past week or so, so it will not work while they continue to work on it.
Turn the library to “Working Offline”. Click the Library tab. Click your name in the top left. Make sure there is a red checkmark next to Working Offline. No red checkmark = not set to work offline.
Do not click the Sync button. I know that is a repeat but we’ve been repeating ourselves thousands of times.
Download any files directly from the Silhouette Design Store – video on how to do that HERE
If you are getting an error accessing the Design Store – type “Silhouette Design Store” into a Google search and use that link that comes up. Do not use auto suggested links as some are not working since the change over.
You can continue to use your Silhouette software and machines!!! Find out how HERE
Start thinking about storage options for the future!!! Once this is over and we see how things will be in real time, I will put out information on “What to Do Now”. But, I cannot begin to do that until I know how the changes will affect the Design Store and what the functionality will be. I use an external hard drive, well actually, I use 2. One is my everyday working hard drive and the other is my backup of that hard drive and I try to backup weekly. It will depend on how many files you save and how much you save on the size of storage you need or how often you back up your files, but I’d recommend at least once a month. Find out more on backups HERE *this is good information to save for the future!!!
UPDATE 6:00 PM CDT 6/9/24 Please read entirely.
Updates are still in process and they do not expect them to be fixed until sometime later this week….. that’s an estimate at this point.
DO NOT try to sync your libraries – it will not work as it’s been turned off while they are trying to fix it. If your library happens to sync, it’s a fluke and they might be testing things and have turned it back on for a short time. We have recommended this entire time to keep the library at Working Offline. That means you should see a red check mark next to Working Offline in the Library menu when you click on your name. If there is no red checkmark, it is NOT set to Working Offline completely.
Sales tax – sales tax charged “should” be fixed. Sales tax will be charged in all states that require that sales tax be charged in. It’s the law!!! It should only apply to purchases made with a credit card or Paypal. Anything covered by your subscription credit completely, should not be charged sales tax. If you go over your credit balance, you will be charged tax on that because it’s over the credit balance. There may still be issues here and there because they are NOT done fixing it.
Design Store sale – is 50% off but you may need to click on the actual item and the Quick Add to cart in order to see the sale price accurately. I did report that. Check out how to direct download your files from the Silhouette Design Store while these updates are being fixed HERE.
Free files – do NOT use the link in the email that Silhouette sent. It is not showing properly. I reported that too. Go directly to silhouettedesignstore.com and log in, then it should show properly.
Silhouette Design Store Access – we’d recommend that you DO NOT use the button in the Silhouette software to access the Design Store. Use a web browser and log in for best results. There are issues with accessing it through the button in the software.
Logging in to the Design Store – you WILL need to log in each and every time you visit the Design Store. Yes, we all know it’s a pain in the butt…. but it’s better than it was before during this mess, so I count that as a win right now. We need the little wins!!! Type in your email and password each time. DO NOT use the computer’s autofill for best results as we’ve seen issues with that too.
Cannot log in – you can try a password reset but there are no guarantees. If you cannot log in, then you will most likely have to wait until the mess is fixed.
Please continue reading below for additional information and specifics on the issues users are encountering during these updates.
Update 6/24 10:00 am CDT updates ongoing….. New video on how to direct download Silhouette Design Store files on the Silhouette Secrets+ YouTube channel HERE.
Update 6/5/24 8:30 am CDT Updates are still ongoing. Issues reports are listed below.
Update 6/4/24 5:30 am CDT Updates are still ongoing. Many different issues reported and being experienced by users and myself. – new designs not downloading properly – Silhouette library will not sync – maximum number of devices reached error – passwords not working (make sure you are accessing the Silhouette Design Store from a web browser, not the button in the software. And do not use an autofill on the computer for the password for best results) – credits and subscriptions not showing properly (they will address this as soon as the updates are functioning properly and they can get into the system to start fixes)
I do feel that a lot of the issues will resolve themselves once the websites are fully functional and stable. Right now, it’s having a major issue syncing the massive amounts of user data to each user’s Silhouette software.
Currently, I have 2 computers that the library is all messed up. I try to sync each day and it gives me a new error. I have tried every trick in my tool box to see if it will work and some have just made it worse. If your Silhouette library is showing up, I’d recommend turning it to Working Offline (instructions below) and do not try to sync it until this is all over. If your Silhouette library is not showing properly, I do not have a solution for a “fix” at this time. I’ve tried it all and it has just made my 2 computer libraries worse.
I will continue to update when I start seeing things change.
Update 6/2/24 4:20 pm CDT The updates are still in process and I am still seeing as well as experiencing issues. Lots of issues reported by users and they are not all the same. I hope for more progress this week.
I was able to shop in the Silhouette Design store last night and it was faster, however, I had mixed results on syncing to my library on 2 computers. My test computer, is a mess. It did say it was synced but only shows the new files I purchased as Download failed and 200 free with machine designs. The 2nd computer I tried to sync, which before had my full library synced on, has not deleted everything but the free with machine and the new files I bought last night. However, those files all show as fully synced and do not show as Download failed. My 3rd working computer is set to work offline and I am not risking it at this moment.
I am recommending that users do not try to sync their libraries or it can have a mixed result.
Update 6/1/24 11:00 am CDT As I type this to try to provide more information, the Design Store is not loading for me at all – I get a 504 error…. but if you can get it to load, the following information may be relevant.
Seeing all kinds of odd behaviors as listed below. Nothing is consistent and users should expect to see odd things if they are trying to sync, buy designs, or download designs. There is nothing we can do but wait to see what happens.
NEW!!! Direct Download option of Silhouette Designs. Click on heart or person icon in the top right of site. On the left side, select Downloads. Click on the thumbnail of design and it should open the downloads window. However, it is not easy to search through your designs for a specific file and you may spend more time scrolling and waiting on pages to load. Might work in a pinch, but will take time to process.
However, note that the site is super slow and the more users try to access it will affect the results. This is a catch 22 – it’s not functioning properly yet, but they also need traffic in order to see how that function is working and to be made aware that it is not going to hold up to the “normal” flow of user traffic. Please be aware of this and understand that at this moment, all I can guarantee is that it is NOT working properly and is super SLOW, if you can get the site to even load.
At this point, the only thing we can count on is…. it is going to take time for it to all be “normal” again.
Update 5/31/24 6:00 pm CDT We are starting to see some changes occurring. Some users have been able to log in and see their designs. However, we are also seeing a lot of strange and misfit information too! I do not think it’s over, but at least a step in the right direction. Some of the things we are currently seeing are: – file names not matching thumbnails – only free files showing – some not able to log in – download failed on files when library syncs – new files are not showing download failed – Silhouette Design Store is slow – syncing is super slow – website in and out at time I don’t think it’s over, but a few more good reports than there were earlier today!!!
——–
What we do know:
the websites are currently undergoing updates
anything that “talks” to the Silhouette servers can be affected
Silhouette is aware and is continuously working on it
Silhouette Support has been bombarded with complaints & user issues
Silhouette Support cannot “fix” anything at the moment until the website updates are finished
No one can do anything to “fix” it at the moment until the website updates are completed and stable
I have been reassured that the data is still there and Silhouette can see it, but we as a user may not be able to “see” it during this update because of the issues they are working through
I do believe that most of the issues we are seeing will be resolved when the Silhouette websites are 100% fully functional and stable. Most of the issues “should” work themselves out on their own once the systems are stable.
What is affected?
It might be easier to list what is not affected. Currently anything that has to “talk” to the Silhouette server to receive data may be affected. This includes the Silhouette library, Silhouette Design Store, and everything in between.
The Silhouette Design Tab and the cutting machine capabilities are all offline, so they should be able to still be used. However, we’ve already had reports starting today that the software is crashing when the library is trying to log back in or sync.
What can you do?
First, don’t panic. It won’t help anything and it will not “fix” it.
I am going to list some things that you can do to hopefully continue working in your Silhouette software below and I will update this as it progresses.
1 – If it’s possible, turn off the WIFI/internet from your computer for the next step. This will ensure that it will not try to “talk” to the servers before you complete the next step.
2 – With WIFI/internet disabled on the computer, open the Silhouette software, click on the Library tab in the top right corner and then click on your name in the top left corner of the library. Check the box next to Work Offline.
Now you “should” be able to use the Silhouette software without it trying to connect to the servers. You should be able to turn on the WIFI/Internet on your computer again.
Continue using your Silhouette Studio software and machines to cut projects as needed. You will be able to open any .studio files that you have saved from an external source such as your hard drive. If you have the Silhouette Studio Designer Edition upgrade or higher, you will be able to also open other file types such as a SVG file, which is a cut file as well.
If your Silhouette library is still showing, you will be able to use any files currently in the library (if it’s not showing at all, please continue reading below)
Save any files you are designing to an external source by using File > Save As > Save to Hard Drive and select a location.
3 – Click on your name in the top left corner and select Library Export. Save that file to your computer or an external source with the current date.
4 – Click on your name in the top left corner and select Export User Created Files. Save that file to your computer or external source with the current date.
Both steps 3 & 4 can be performed if your library is still showing and I am only recommending as a precaution. As a note, these are 2 steps that we recommend users are doing on a regular basis anyhow.
5 – Do NOT log out of the Silhouette library.
6 – Do NOT try to sync the Silhouette library.
7 – At this time, I do NOT recommend shopping in the Silhouette Design Store. The more users who are trying to access the Design Store website or trying to sync their accounts is bogging down the system. Having multiple web pages open on your computer trying to access designs “faster” in the Silhouette Design Store is not helping anyone.
8 – At this point and time, Silhouette Support cannot do anything to “fix” the issue. They are in the same boat as we are while we wait for the company in charge of the migration to figure their stuff out. Silhouette Support has received thousands of emails, many of which are complaints about how users don’t like the colors, the headers, the look in general, etc. All of those emails will take time to answer, but currently there are no answers until the websites are functioning properly again.
Silhouette Support is responding to the thousands of emails and here is an example that does confirm they are aware of the issues and continuing to work on it.
“Thank you for your email. We are sorry to hear of the issue encountered. Thank you for your continued patience. we have worked diligently over the weekend to get the website back to normal operation. Some things may still be non-functioning as the data that is being transferred from our old website to the new one is massive. Rest assured , none of your libraries have disappeared and will soon be functional once all of the data is transferred. You can expect some functions to be back to normal while others are not. The website will be very slow while all of the data is still transferring as well as the web traffic we are experiencing from customers trying to log in, change passwords and sync their libraries. We apologize for the delay in getting the website back to 100%. We are continuing working on this behind the scenes and we have a dedicated team that has worked through the weekend, the holiday and nights in order to move this process along. Again, we appreciate your patience and hope to have all sites back up and functioning as normal soon. We hope this information is helpful. Please let us know if you have any other questions.” Silhouette Support Team
9 – Do NOT uninstall and reinstall the Silhouette software. At this point, if you do, you may not be able to get it reinstalled and set up again. It will not “fix” this issue.
At this time there is nothing anyone can do to speed this up. The company in charge of the migration is working on it and we just have to wait. It is 15+ years of data that is being moved and stabilized onto a new system.
No one wants to be in this situation, especially Silhouette. But, at the moment we are in it and there is absolutely nothing you can do about it.
What to do if your Silhouette library has disappeared?
Updated Information 5/31/24 We have received reports that some users have been able to get their libraries to sync. However, reports go back and forth on it will sync and then kick them out again, and then they get error notifications. Users are still having issues and behavior is unknown.
If your library does sync, we would highly recommend that once that is complete, change the Silhouette library to “Working Offline” as explained above. We would recommend not trying to sync again until the websites are completely functioning and stable or you risk losing the library again.
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5/29/24 – original publication Unfortunately, there is nothing that can be done right now.
The Silhouette library “talks” to the Silhouette servers and if it cannot communicate with the server, it cannot pull the data it needs to show you the library.
I have been told that Silhouette can see the user information and all the information is still out there, but users just cannot “see” it in the library currently due to the upgrades.
I know it won’t help at all and will just make some users angry, but try not to panic. Panicking will not help the situation and it will only add to your stress. Silhouette is aware and they are trying to fix it.
I do believe that once the Silhouette website updates are complete that a lot of these issues will “fix” themselves and we can get back to our projects.
At this time, I am NOT recommending that users import a backup of the library into the Silhouette software simply because I have no idea how that might be treated once the Silhouette websites begin functioning again. It is possible it could duplicate the entire library, throw an error because it “thinks” the cloud storage is full, or freak it out altogether and do something different. It may cause more issues and take longer to resolve than if we just wait it out.
What to do if your Silhouette upgrade disappeared?
Unfortunately, the answers don’t get any happier. At the moment, there isn’t much you can do. In order to activate the upgrade, the software has to “talk” to the Silhouette server to get that data.
Your choices are:
try to activate the upgrade again under Help > Apply Upgrade – enter only your email and password
wait until the Silhouette websites are functioning again
If you do try to log in and activate the software upgrade again, please be aware that it may or may not work. If it cannot connect to the Silhouette servers to get that information, then it won’t work and you do risk the Silhouette library trying to sync and disappearing.
But, if you are trying to activate the upgrade to open SVG files, it may be worth the risk to still continue to work with the Silhouette software. Only you can make that decision.
What to do if you received an email that there was an error with your payment
With the systems down and not functioning properly, I know many have received emails that there was an error with their payment. This is probably not something to do with your actual payment method, but caused by the updates. At this point, we don’t know
Here is how I suggest you proceed:
1 – I would check with your payment source and see if the payment did actually go through. If it did grab a screen shot or photo of that. Gather the information you can from your payment source.
2 – Contact Silhouette Support with the information & provide a detailed description of what has happened. However, understand that Silhouette Support is backlogged with user emails and they currently cannot do anything to “fix” the issue until the system is back completely. At this time, all they can really do is respond with a message like I showed above.
So my recommendation is to add this to your to-do list to contact Silhouette Support when the websites are back online, functioning, and stable if you do not see that the issue has been resolved under your Account on the website.
Please understand that it will take time for all the issues to work out once the Silhouette websites are updated, functioning, and stable. The more information you can provide in your email to Support the faster the issue can be addressed.
What to do if you had credits expire during this down time?
At this point and time, there is nothing that anyone can do to fix that during this migration time frame. Silhouette is waiting on the company who is migrating all the data to get it stabilized and they cannot make any changes during that time.
Once the Silhouette websites are functioning properly and stable, they will begin addressing these issues and the expired credits is on their list. I have submitted the issue to several at Silhouette and they are aware. They want to fix it, but have to wait just like we do.
As mentioned, Silhouette Support is bogged down with complaints about everything from hating the new colors to actual real issues. I’d recommend making an note of what credits expired and once this is all said and done, compose a nice email to Silhouette providing the information you have.
Two things to remember here: 1. Silhouette Support agents have no control over this either, but they are taking the brunt of all the nasty emails and people yelling at them 2 – “You catch more flies with honey than vinegar.” – a please and thank you can go a long way. I’ve seen some of the emails that are being sent as users share online, they are not nice at all. Your email may make all the difference in that person’s day! I understand we are all frustrated, but it’s not their fault, they are just doing their job to respond to as many support requests as they can in their work day, including all the ones complaining about the colors of the website.
When will the updates be done?
At this point, we are on day (7) 9 and they had hoped it would be done overnight on 5/22. That did not happen, so the best answer I have for that is something I say to my kids when they ask when dinner will be ready….
It will be done when it’s done.
It is not what any of us want to hear, believe me – I know!
I am just as frustrated, if not MORE than you are! We have fielded thousands and thousands of comments, posts on social media, emails, and messages in regards to this. We CANNOT fix it either and all we can do is provide the information that we are seeing and experiencing.
I have been a Silhouette user for 11+ years now and this is the first time this has ever happened. They are changing system completely and things happen. It is not the norm and rarely are we ever down this long.
Now, a bit of humor because if I don’t laugh at something I might scream….
A few designs from my Silhouette library that you may want to grab once everything is back to “normal”.
This pretty much describes the last week as we have tried to navigate these issues and respond to thousands of user posts, comments, emails, and messages.
As a note, I grabbed that design before the typo could be fixed in the Silhouette Design Store a long time ago and have kept for my own use. I had planned to make a sign for my studio with it at some point. It fits in with the Swift Creek Customs logos I designed.
And after this is all over and done with, we might all need badges.
Note: I have NOT linked these designs as I am staying off the Silhouette Design Store website until the issues are resolved as I advised above.
We are all in the same boat… up a creek without a paddle…. we will get through it! Hopefully the information provided above can help most users.
I have also compiled a long list of issues we have seen or experienced and have sent that off to several of my contacts at Silhouette. They are aware of the issues and will continue to work through them as they can. The most important factor right now is getting the Silhouette websites functioning and stable, then other issues can be addressed. Hopefully, many of those issues will be resolved simply by the website functioning properly again.
Note: this blog post will be updated as information changes
I don’t even know how to sign off on this post…. to all my fellow Sh*t Creek members – hopefully we will have a resolution soon!
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Silhouette Classes
Never stop learning! Let me help you take the anxiety out of learning with Silhouette and get to creating faster! My Silhouette classes are heavily focused on software, so you can take the skills & techniques taught and apply them to many future projects!
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
Silhouette users may have noticed since the release of v4.4+ software versions that something goofy is up. Have you seen where Silhouette Design Store file thumbnails are only showing part of the image?
You may see different colors, gradients, or patterns in the hidden part of the thumbnail, but it is all the same “bug”.
If you encounter this, it really isn’t anything you have done wrong or a “bad” thing. There are much worse “bugs” in some software versions.
Affiliate links may be present in the following blog post and as an Amazon Associate I earn from qualifying purchases.
While this is annoying, it’s not the worst bug I’ve seen and it is a workable one. The file is still usable and will open perfectly fine in the Silhouette Studio software.
If you really want to see the image of the file, I’d recommend going to the Silhouette Design Store and grab a snip or screen shot of the file for your reference.
Save this for future reference by pinning the image below.
Enjoy !
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Looking for more in-depth, step-by-step classes, check out all of my online Silhouette classes on my Teachable site HERE.
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
Did you know you can now export your personal user designs individually from the Silhouette library easily and fairly quickly?
It has actually been available in the software since the release of v4.4.552 in May 2021. So it’s been available for quite some time, but I don’t think a lot of users know about it or how to do it.
Good news! I have both a video tutorial available on the Silhouette Secrets+ YouTube channel and also a written tutorial on the blog too! Both show you step-by-step how you can do this and give you tips along the way.
This is a great option to make sure that you have all of your files that you have created or saved in the past, backed up to another location. Nothing is 100% safe except having files saved to multiple locations.
Currently I am recommending the software version v4.4.554 for most users. If you are interested in a legacy version of the Silhouette Studio software, check out this tutorial Silhouette America Website Updates HERE
If you already have a higher version, such as v4.5 installed, you can easily go back by following this video HERE
Why am I not recommending software versions of 4.5 or higher right now? Simply because there are several bugs that are not good for most users work flow and I am waiting until those are resolved before recommending a version in the v4.5 range.
Save this for future reference by pinning the image below.
Enjoy !
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Looking for more in-depth, step-by-step classes, check out all of my online Silhouette classes on my Teachable site HERE.
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
Make sure to Like, Subscribe, and click the bell for future notifications when a new video is available on the YouTube channel too!
Save this for future reference by pinning the image below.
Hope these tips help to save you some frustration down the road!
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Looking for more in-depth, step-by-step classes, check out all of my online Silhouette classes on my Teachable site HERE.
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
We troubleshoot thousands of issues each week on social media and one of the questions we see often is about Library issues.
Most times it is a simple fix if the steps are followed properly.
One of the common ones we see is when a user’s library is showing as “Working Offline” in the bottom left corner. I find this happens if my internet connection changes such as when I’m traveling or the internet connection is dropped.
Check out that tutorial HERE. It still solves 98%+ of the library issues.
However, there are times that the above does not work, so I thought I’d share where you can find more information about specific library issues.
Silhouette America has recently updated their Support FAQ area and it is a bit more search friendly to find information you might need. Check out this post HERE on the Updates to the Silhouette America website.
Backup User Designs!!!!
As a note, it is ALWAYS recommended that you have any of your user designs backed up to an outside source. I do not recommend using the Silhouette library as your file storage as it is not designed as an all inclusive storage area but as a syncing device. This is one reason that the library is limited on storage space.
If you are using a Silhouette Studio version of v4.4.552 or higher, you can easily export individual user created designs as individual files and I HIGHLY recommend that you do this – right now if you have not already done it!
I want to share more information that can easily be found on the new Silhouette Support site. If you are experiencing any of these issues below, click on the title to be taken to step-by-step tips to help get you back on track.
Design Thumbnail Partially Missing Note: at the time of this publication, I am not recommending v4.5.152 – if you choose to update to fix this issue, I would recommend updating to Beta v4.5.171 – however, please note that Beta versions can have unknown bugs. But, I still would recommend it over the bugs that are in v4.5.152.
Silhouette Support has changed over the years since I started as an TJC Licensed Silhouette Instructor. At the time of this publication, they have not had phone support in 4-5 years. I can agree with this 100% as troubleshooting by telephone is very, very difficult – if not impossible in most situations. You cannot provide photos or videos of the issue you are having and the Support staff cannot provide a list of instructions that will help to solve the problem.
Currently, the only way to get in touch with Silhouette Support is through the online Support request found HERE or in the bottom right corner of the Silhouette America website.
Most issues that a user has could be solved by a quick search of the Silhouette America Support Solutions center and following the instructions exactly like they are written.
However, there are some cases where a Support tech is needed to address an issue. In that case, you will need to fill out all of the questions regarding the support request. And then make sure you complete it & that it gets fully submitted to them.
When you submit a request to Support, the best thing you can do is provide as detailed of a description as possible, photos of the issues, and/or video of the issue if necessary. This can help you get a diagnosis faster in most cases.
A support ticket that states “My machine won’t cut, fix it!”, really does not help you get an answer faster or help the Support Staff diagnose what issue you are having. It’s like throwing mud against the wall to see what sticks.
After you have submitted the issue to them, you will need to be patient and wait. The emails are answered in the order they are received in and you are in a line. There are other users with an issue that are ahead of you in that line and you don’t get to skip to the front because you feel your issue is more important.
Again, the more details you can provide when you submit your issue, the better chance you have of getting a diagnosis faster.
On that note, if you are having cut issues, follow this Troubleshooting Video HERE step-by-step and it fixes 98%+ of the cutting issues that we see.
We troubleshoot thousands of issues weekly across social media platforms and in most cases ask for photos and/or videos in order to diagnose the issue. You would probably be amazed at how many times we spot something in the photo or video that we weren’t even looking for that is culprit of a cut or software issue. Without seeing the photo or video, we would have never diagnosed it and the user would have continued to be frustrated.
When we ask for a photo of the blade installed in the machine with the mat loaded, it is NOT just to look at the blade installation. There are MANY things we can tell from this photo that can help in identifying the problem. Most times it’s a quick fix. Otherwise it can be like throwing mud against a wall to see what sticks….. And sometimes it’s not specifically what we are looking for but what doesn’t look right – for instance, an adjustment hole blocked or vinyl stuck to the bottom of the blade.
A photo is really worth a thousand words.
Here are just a few things I can identify from a photo: – blade housing alignment – is the cutting mat covering adjustment holes – adjustment holes have debris – adhesive build up on rollers – debris stuck in the machine – what machine model it is – what blade is being used – is the cutting mat loaded sideways And yes, if the blade is installed and locked in.
Those are just a few…. it would amaze you the little things we have picked up on that are the cause of a cut issue just from a photo. And until the underlying issue is identified and resolved, a user will continue to experience cut issues.
Silhouette “Secrets”
This blog post originally started as just troubleshooting for the Silhouette library and issues you may have. However, I couldn’t just stop there.
What is my “secret” to troubleshooting?
1 – Experience! On my recent trip to Italy with Siser, our tour guide in Venice said she would get so many people questioning how she knew something. She said it took her awhile but she finally came up with an answer. EXPERIENCE!
The more you do this, the more you watch your machine, the more familiar you become with the Silhouette software and the Silhouette machines, you will start to see how things work. Or be able to spot when something is “off” and then upon closer examination can figure out what is the cause.
I have been teaching Silhouette users since 2016 and I troubleshoot daily. I see a lot! I also watch my machines work and I listen to them! Yes, they will talk to you or at least you can hear when they yell at you when something might be wrong.
2 – I have no “secret”. I treat each case I troubleshoot as a new issue because there is no one button fix for all issues. No matter the experience level of the user, I follow the same steps in troubleshooting. To be honest, for experienced users it’s often harder to troubleshooting with them because they are not always as willing to following instructions or provide us the information needed to help them.
Tip: When asked to provide information, photos, or video – the faster you do it, the faster you are going to get help and fix any issue you are having. Help us, help you!
I hope these tips help you on your Silhouette journey!
And I have a coupon code to save 10% on your order Use code SECRETS at CrafterCuts Get free shipping with a $35 order I always recommend having extra blades and mats on hand for your projects!
We love seeing what you are creating with your Silhouette machines or software. Feel free to post photos or questions on my Facebook group at Silhouette Secrets with EllyMae.
Save this for future reference by pinning the image below.
Enjoy !
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Or if you are looking for more in-depth, step-by-step classes, check out all of my online Silhouette classes on my Teachable site HERE.
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
In the first part of the Let’s Explore v4 Organization series we discussed backups and making a backup of all things Silhouette related and more. Find that tutorial HERE.
The next part of the series we are going to discuss the Silhouette Studio library and organizing it.
Tutorial written in Silhouette Studio v4.4.552 Affiliate links may be present in the following blog post and as an Amazon Associate I earn from qualifying purchases.
First there are 2 things I do want to highlight here
1 – The Silhouette Library is not designed as an all inclusive storage device.
While you can move outside files into the Silhouette library, the only files that Silhouette can guarantee to recover are those files from the Silhouette Design Store. Personally, I do not store many files to my Silhouette library. Since it is not designed as an all inclusive storage area, the storage space is limited. If you get close or exceed the storage space limit, it can cause issues within your software. Each user is given 1 GB of storage space. If you are a Silhouette Club member or a have a Silhouette Design Store subscription, you get 5 GB. (Use code SILSECRETS to save on the Design Store Subscription)
Silhouette Design Store file do NOT count towards this storage limit. Only files that you save to the library or store within the library.
The tips in this post will apply to both Silhouette Design Store files and files that you place in the library as well.
2 – Library organization may vary for each user.
How you organize your files may not be the same way I organize my files. I will share the tips on how you can do it, but you will need to decide what is going to work best for you.
The Silhouette Studio Library Tree
The Silhouette Studio library is accessed by clicking on the Library button in the top right corner or under File > Library in the top left corner menu.
The library tree is found on the left side. This is all the different folders that make up your library organization.
Before we do anything to change the library, let’s look at the parts of it.
Any folder with a + sign on it can be expanded out farther and may have subcategory folders.
The number next to the folder indicates how many files are in that folder.
The main folders are:
All Files – if selected, you are viewing all the files in the entire Silhouette library If you move files into folders from here, you will not see the files disappear from your view because you are viewing All Files. This will make a bit more sense farther down.
Favorites – you can designate favorite files to be added to this folder by clicking on the gray star in the bottom right corner of the design icon. The star should turn blue and will be added under the Favorites folder.
This is a great feature if you are working on a project or have a file you want to cut and don’t want to forget which one it is.
Fonts – only fonts from the Silhouette Design Store will appear in this folder. This folder can also be organized and we will discuss that in a bit.
Designs – this is where designs will download automatically from the Silhouette Design Store. Click the + sign and expand to see the subcategories.
Subcategories under Designs Folder
If you have downloaded any of the Silhouette eBooks, they will show up in their own folder. You can find those eBooks HERE.
Cameo 4 (all models) or Portrait 3 owners will have a folder called Free with Machine after they have completed the machine registration on a new machine.
If you have purchased a Project in the Silhouette Design Store, the designs in those Projects should show under the Project Designs folder.
Recycle Bin – when files are deleted from the library, they first go to this folder before you permanently delete them
Organizing the Library
The very first step to organizing the library is to Export your current library as is. I would recommend you do this BEFORE and AFTER you make any changes. I would recommend doing both a Library Export and Exporting User Designs (if available) export as well. How do you export the library? Check out this post – New Feature – Export Individual Files
The next thing I would suggest is to make sure that you are signed in to the library and the library is synced with the current date and time.
You will find this in the bottom left corner of the Library tab.
You can create your own folders by right clicking on a folder name and select ‘New Folder’ from the menu.
Then name the folder that was just created.
Now this is where you are going to have to decide what works best for you and your work flow. Do you organize by holiday, season, shape, type, etc?
As you can see, I have a lot of folders created in my library. But I also have 6,155 files in my Recent Downloads folder that have not been organized either. I am a work in progress too and get lazy about organizing. So I am doing this right along with you.
You can also create more subcategories under each of these folders by following the same steps as above.
To move files into those folders, grab the design you want and hold the left mouse button down and drag it into the folder.
To select multiple files to move at once, click on the first file, hold the Shift key down and click on the last file you want. Then move them as a group into the folder you want.
Note: in Silhouette Studio versions v4.4.8xx+ or higher the ability to move multiple files at one time is broken. You will need to move the files 1 at a time or go back to a lower version. I am using v4.4.552 in this tutorial and the multiple selection and movement works.
If you have the Recent Downloads folder selected, you will see the design icon disappear and the number increase next to the folder that you moved the design to.
If you have the All Files folder selected and move files into the folder, you will not see the file “disappear” because you are viewing the folder that shows all the files in the entire library.
Now, a very IMPORTANT part is to make sure that your library syncs with the current date and time after you are finished organizing.
If the library does not sync up with the current date and time, any file organization you created may not be saved.
After you are finished moving files, make another backup of the library by exporting it. (How to export files)
User Designs
The User Designs Folder can be organized in the same manner as the Recent Downloads folder. This User Design Folder is where you will save your personal designs or designs you move into the library.
Keep in mind that the Silhouette library storage is limited and any files you save to the library or add to the library in this section will use up that storage space.
Click on the + sign next to the Fonts folder to expand it if there are folders.
Right click on the Fonts folder and choose ‘New Folder’ to create a new folder. Name the new folder that was created.
I have 4 folders under my Fonts folder that I’ve created: Sketch, Monogram, Script, and Dingbats. And one lone ‘Untitled Folder’ that I must have created for a Demo at some point.
Then you can move the fonts into the folders by grabbing and dragging to the folder.
Note: there are some fonts that will not move to a created folder – these include fonts that are considered “Premium” fonts. These font files are usually the ones with a bunch of special characters in them. You will also find that you have to manually install these “Premium” fonts directly onto the computer to have full access to them.
This font organization shows up in the Text Style Panel.
Click on the Design Tab and open the Text Style Panel. Scroll up on the Text Style Panel and you will see the folders you’ve created and the fonts you’ve organized in those folders.
This does not mean that it takes it out of the main fonts list but it is a quicker way to see those fonts you’ve organized into categories.
So cool!
Why does it only apply to Silhouette Design Store fonts?
This is because those font files come directly from the Silhouette Design Store and “part” of the code is embedded in the Silhouette Studio software.
Fonts from outside sources are not downloaded into the software, but they are pulled from your computer Fonts Folder on the C: drive after they are installed and show up in the Text Style Panel.
Since the data is pulled from the C: drive on your computer, there is no way to organize it in Silhouette. I do not recommend messing with the organization in the C: Fonts folder as it can mess up other software programs on your computer as those fonts are also pulled into those programs.
Patterns
Another great area to organize is the Patterns Folder. Whether you add a pattern yourself or just have patterns from the Silhouette Design Store.
Right click and choose New Folder to create a folder and then name it.
If you have the Designer Edition upgrade or higher, you can add Patterns into the Patterns folder and they will also appear in the Fill Pattern Panel. These patterns that you are adding into the library do take up cloud storage space and something to keep in mind is patterns, which are typically jpeg files can be quite large. They are a photo file.
So many neat features!
Again, make sure to Sync the library after you make any chances. AND export a backup copy.
Favorites Folder
This folder does not allow new folders to be created. This is just a quick way to access a file that you know you would like to use. Add it to your Favorites folder so you find it easily.
Quirks
I am going to call these Quirks because they do not affect all users and sometimes just show up and/or disappear again. Maybe they should be grouped in with the gremlins.
Duplicate folders
This one isn’t particularly harmful, but I know can be annoying to some. Folders will appear that have a duplicate name, but are usually empty. Even if you delete it, they just come back.
Personally, I bounce between several versions as a Beta tester, so I can never remember what version my duplicates show in or don’t show in.
You can try to delete them and if they keep coming back, forget them! It’s not worth your time or effort to keep trying. Wait and see, they may resolve themselves.
Files Moved Don’t Stay Put
This one is definitely more of a headache!
This is why I recommend making a backup before and after you do the export. Then at least you will have a backup that you could try to import back in.
I don’t know why it happens and again, it doesn’t happen to all users.
That is a lot of information wrapped up in one place. How will you organize your library?
Now that we’ve gone through all the ways you can organize the Silhouette library, let’s get to it! I’m right there with you and it’s my goal this week.
I would love to see what you are creating with your Silhouette software or machines! Or if you have any questions, feel free to post photos or questions on my Facebook group at Silhouette Secrets with EllyMae.
Save this for future reference by pinning the image below.
Enjoy !
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Or if you are looking for more in-depth, step-by-step classes, check out all of my online Silhouette classes on my Teachable site HERE.
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
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.
Enjoy !
THANK YOU for your support! How can you help? Click HERE & buy a coffee. Every little bit helps with the cost of running the site.
Silhouette Classes
Never stop learning! Let me help you take the anxiety out of learning with Silhouette and get to creating faster! My Silhouette classes are heavily focused on software, so you can take the skills & techniques taught and apply them to many future projects!
**This post may contain affiliate links. What that means is that I may receive compensation if you purchase through the links I have provided. The price you pay for the product or service is not higher but I may get compensated for sharing.
THANK YOU for your support! How can you help? Click the link to buy a coffee. Every little bit helps in the cost of running the site.
