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PREMIER CUSTOMERS
My recovery in Silhouette Studio is freezing or is not recovering everything.
If you have attempted to download or recover images in Silhouette Studio and either the system freezes or you did not obtain all of your images, please go to the "Help" menu and check to see if there is an update available. We have provided a newer version recently to offer a few bug fixes to the program.

If you are already running the latest version and further problems are experienced, please do the following:

1. Open Silhouette Studio
2. (PC) Go to the File menu / (Mac) Go to the "Silhouette Studio" drop down menu
3. Select Preferences
4. In the Preferences screen select "Advanced"
5. Select the "HTTP Sockets" option and raise it up to 150

Continue to raise this setting if needed during the download process until you see the number of remaining downloads decrease and the download process continues.

Alternately, in some rare cases with slower internet connection speeds, the issue may be that the count is too high. If you do have a slower internet connection, you may need to lower the HTTP Socket count down to 1 in order to allow the data stream to be downloaded properly.
 
The "Import ROBO Master Library" option is not working.
If you are on a Mac, please note that this feature is attempting to look for your library on your computer. As ROBO Master was never Mac compatible, it will unfortunately not work as this feature is only intended for use if you are on the same computer that was being used previously and had your library. You may select to recover your images from our online store.

If you are on the PC computer where your images were stored and this feature is not working, please go to the "Help" menu and check for updates. If there is an update, please update the software and re-attempt to use this optiom. If further concerns are experienced, you may likewise wish to recover your images from our online store at this time.
 
Why can't see any lines when an image is opened from my library?
This is likely occurring due to a preference setting that is conflicting with your computer settings. This is not how the software is intended to be displayed. It can be adjusted by doing the following in the Silhouette Studio program:

1. Go to the File menu (PC) or Silhouette Studio menu (Mac)
2. Select Preferences
3. Go to Display
4. Set Antialiasing to "Off"
5. Click "OK"
6. Exit the Silhouette Studio software

Upon re-opening the Silhouette Studio software, this problem should now be resolved.
 
 
Why does the cutting process pause or not start in Silhouette Studio?
Please go to the “Help” menu and check for updates. If you are not already running V1.3.0 you may wish to update and re-start your computer. If you are already running this version, please re-start your computer to try cutting again. In either scenario, as part of re-starting your computer, please also disconnect and re-connect the USB cord and power the Silhouette off and then back on. If further concerns are encountered, please report the following to support@silhouetteamerica.com:

1. What version is your Operating System?
2. What model cutter are you using? (Silhouette, Silhouette SD, etc)
3. Provide as much detail as possible: does the job start cutting? Exactly what buttons did you press to get to the cutting screen (as there are a few ways to get there and we want to understand the path taken).

We appreciate your patience and understanding as we work to better understand some of these issues we have not previously encountered during our testing. Though most customers will have their issue resolved by updating and re-starting their computer, we are working to ensure any further issues being encountered will be resolved very soon with future bug-fix updates.
 
 

Silhoutte Studio Troubleshooting