Silhouette Cutting Troubleshooting Guide

©2016 by Cindy Eckhoff (for personal use only)

Note: This chart is created based on version 3 of the software (3.6.057 released 11/3/15). Some information may not apply to lower versions.
All steps are listed in order of most to least likely.

PROBLEM CAUSE SOLUTION

"Generating Cut Job" Software is processing too In Preferences>Advanced, uncheck box marked "Include Cut Data" and click Apply. This setting is
message does not go much unnecessary information only needed for when saving a file to a USB memory stick when performing a cut on a
away touchscreen Cameo from the stick directly rather than through a USB cord connected to Cameo.
"Could Not Connect" Firmware update needed Check firmware edition by selecting gear icon on screen and "About." Compare to latest release
message (Mac) (touchscreen Cameo only) version on Silhouette America website. If version on machine is lower than version listed on
website, follow instructions to download and install update.
Software update needed Check software edition by selecting Silhouette Studio menu in upper left of software and clicking
"About." Compare to latest version on the Silhouette America website. If version of your software
is lower than version listed on website, follow instructions to download and install update.
Software connection reset 1) Close Silhouette Studio software
needed 2) Power off Silhouette machine
3) Disconnect USB cable from both Silhouette machine and computer
4) Disconnect power cable from Silhouette machine
5) Re-open Silhouette Studio software
6) Select Send to Silhouette button
7) Plug in and power on Silhouette machine
8) Connect USB cable directly to machine and directly to computer (bypassing any USB hubs)
If proper connection is achieved, Send to Silhouette screen should shortly show "Ready" status. If
status does not change to "Ready," try Hardware Connection Reset.
Hardware connection reset 1) Select Apple menu in upper left of computer screen
needed 2) Press ALT/OPTION key on keyboard
3) Select option for System Information from within Apple menu
4) Select triangular indicator next to Hardware option to display Hardware Devices list
5) Select USB option listed under Hardware heading, which will open list of USB Devices in upper-
right pane of window
 6) Select every triangular indicator listed in USB pane to maximize all USB device information. If
your machine has established hardware connection with computer, you will see entry listing USB
Composite Device. When this device is selected, information displayed in lower-right panel will
list Cameo, Portrait or Curio. If this information is displayed, machine has established hardware
connection with computer. Go next to Interfering Connections cause. If above devices are not
listed, go next to Hardware Failure cause.
Interfering Connections 1) Close Silhouette Studio software
2) Open Finder
3) Press CMD+SHIFT+G
4) In Go to Folder dialogue, type ~/Library/Preferences
5) Locate and delete folder com.aspexsoftware.Silhouette_Studio
6) Empty Trash
7) Go back to step 2 of Software Connection Reset needed. If after performing steps 2-8 again
machine still does not connect, continue with step 8 below.
8) Close Silhouette Studio software
9) Select Wireless icon in Menu bar (near time readout)
10) Select option to Turn Wi-Fi Off
11) Go back to step 2 of Software Connection Reset needed. If after performing steps 2-8 again
machine still does not connect, go to Hardware Failure steps below.
Hardware failure If you have been previously able to connect machine successfully, hardware failure is unlikely. If
you have not been previously able to connect machine successfully, there are 3 possible issues:
1) USB port failure. To test as possible cause, go through all steps in Hardware Connection Reset
needed with all USB ports on computer.
2) USB cable failure. To test as possible cause, go through all steps in Hardware Connection Reset
needed with a similar, tested USB cable. The USB cables use for Silhouette machines are USB 2.0
A Male to B Male .
3) Machine failure. If all other steps to establish connection have been attempted, contact
Silhouette Customer Support.
"Could Not Connect" Firmware update needed Check firmware edition by selecting gear icon on screen and "About." Compare to latest release
message (Windows) (touchscreen Cameo only) version on Silhouette America website. If version on machine is lower than version listed on
website, follow instructions to download and install update.
Software update needed Check software edition by selecting Help menu in upper left of software and clicking "About."
Compare to latest version on the Silhouette America website. If version of your software is lower
than version listed on website, follow instructions to download and install update.
Software connection reset 1) Close Silhouette Studio software
needed 2) Power off Silhouette machine
3) Disconnect USB cable from both Silhouette machine and computer
4) Disconnect power cable from Silhouette machine
5) Re-open Silhouette Studio software
6) Select Send to Silhouette button
7) Plug in and power on Silhouette machine
8) Connect USB cable directly to machine and directly to computer (bypassing any USB hubs)
If proper connection is achieved, Send to Silhouette screen should shortly show "Ready" status. If
status does not change to "Ready," try Hardware Connection Reset.
Hardware connection reset 1) Press Windows Key and R key at same time
needed 2) Type control printers into Open box
3) Press Enter key
4) If your machine has established basic hardware connection with computer, you will see one of
following entries:
a) Unknown Device (listed in the Unspecified section). Go next to Update for USB Printing
Support Driver needed.
b) USB Printing Support (listed in Unspecified section). Go next to Interfering Connections.
c) Silhouette Cameo/Portrait/Curio (listed in Printers section). Go next to Interfering
Connections.
5) If none of the entries in step 4 are listed, go next to Hardware Failure.
Update for USB Printing 1) In same devices and printers area of control panel as in step 1 of Hardware connections reset
Support Driver needed needed, right-click on “Unknown/Unspecified Device”
2) Select Properties
3) Select Hardware tab
4) Select Properties button
5) As new window pops up, on General tab, select Change Settings button
6) As another new window pops up, select Driver tab
7) Select Update Driver
8) Select Update Driver Automatically
After update process has been completed, restart computer. After restart, open Silhouette Studio
software and attempt connecting to machine. If unable to connect, go next to Interfering
Connections.
Interfering Connections 1) Close Silhouette Studio software
2) Press Windows Key and R key at same time.
3) Type %appdata%
4) Press Enter
5) Delete folder com.aspexsoftware.silhouette_studio
6) Empty Recycle Bin
7) Go back to step 2 of Software Connection Reset needed. If after performing steps 2-8 again
machine still does not connect, continue with step 8 below.
8) Press Windows Key and R key at same time
9) Type control printers into Open box
10) Press Enter key, which will take you back to Devices and Printers area.
11) For any unused/old printers:
a) right click on device
b) select Remove Device and click OK or Yes
12) For any current printers (be sure to repeat each step with each current device):
a) right click on device
b) select Printer Properties option (not simply Properties)
c) select Ports tab
d) if printer is assigned to a USB## or WSD port (checked box is next to USB### or WSD):
1) make note of current assigned place
2) scroll through list of ports and select File option. If unable to select File option, select
the General tab, select Change Properties button, Allow changes to be made
3) select Apply
4) select OK
5) watch Devices and Printers dialogue to ensure that device does not duplicate after
port has been changed. If device duplicates, make note of device.
e) if printer is assigned to port other than USB### or WSD Port, examine each of remaining
printers listed in Devices and Printers dialogue
13) Restart computer
14) Navigate to Devices and Printers as in steps 8-10 above
15) Confirm unused/old printers that were previously removed have not reappeared
16) Confirm port assignment of each Current Printer did not revert to a USB### or WSD setting
17) If any printer has resisted removal OR any printer persists in its assignment to a USB### or
WSD port, go to Driver Reassignment.
 18) If all printers have been confirmed as removed or assigned to a port OTHER than USB### or
WSD, go back to Software connection reset needed. If a Software Connection is not established,
please proceed to the Hardware Failure section
Driver reassignment needed To alleviate conflict with any direct cable (USB) connected printer, turn off Silhouette machine,
power on printer, then power on Silhouette
To alleviate conflict with any Wi-Fi connected printer, contact printer manufacturer and request
assistance in reassignment of port associated with any noted printers, to avoid any associated USB
conflicts. It is recommended that any Wi-Fi connected printer be assigned to a Static IP Address,
which typically resolves any USB conflicts.
Hardware failure If you have been previously able to connect machine successfully, hardware failure is unlikely. If
you have not been previously able to connect machine successfully, there are 3 possible issues:
1) USB port failure. To test this as a possible cause, go through all steps in Hardware Connection
Reset needed with all USB ports on computer.
2) USB cable failure. To test this as a possible cause, go through all steps in Hardware Connection
Reset needed with a similar, tested USB cable. The USB cables use for Silhouette machines are
USB 2.0 A Male to B Male .
3) Machine failure. If all other steps to establish connection have been attempted, contact
Silhouette Customer Support.
Cutting never starts but Raster image without cut lines Perform a trace to create cut lines
software indicates cut is Cut lines not turned on Turn on cut lines in Cut Settings window
Machine starts cutting in Wrong loading method When using mat, ensure that "Load Mat" is used. When bypassing mat, ensure that "Load Media"
top margin of mat selected is used.
Chattering or stuttering Blade getting caught in mat Lower settings -- blade number, thickness, speed
sound Mat not sticky enough to hold Use painters tape or washi tape to hold material at corners
material so it lifts and catches If mat is too far gone, material will still lift at centers and catch on bar. Clean, resticky or replace
on roller bar or flat silver bar mat.
Grinding Sound Motor off track 1) Turn machine off
2) Move black motor box all the way to left and right several times
3) Turn machine on and motor box should move back to left if not already in that position.
Packing tape not removed 1) Turn machine off
(typically Portrait or Cameo 1) 2) Move black motor box to center of bar
3) Look on left side of black motor box for a piece of translucent blue or green packing tape that
wasn't removed when unpacking machine. If present, remove and discard.
4) Turn machine back on and motor box should move back to left on its own
 Roller bar needs lubrication 1) Turn machine off
2) Place paper towel under bar if desired (to catch any drops of oil that may drip)
3) Place 2-3 small drops of household lubricant such as WD-40 along bar
4) Move black motor box all the way to left and right several times to distribute oil
5) Let sit 30 minutes
6) Turn machine back on and motor box should move back to left on its own if not already in that
position
Material is lifting from Material not adhering to mat Use scraper tool or old gift card to firmly push material onto mat
mat as an intricate design Older mat is not holding Clean, resticky or replace mat
is cut material sufficiently
Vinyl lifting from backing Letters not welded on words 1) Make a copy of text box for later reference of font and for editing text
paper while cutting 2) Ungroup word
3) Move letters to overlapping (can be done with Character Spacing before step #2)
4) Select all letters and weld
5) If parts of letters are not welded (such as top of a lowercase "i"), group together
Settings adjustment needed Turn on Line Segment Overcut and move up one notch to 0.1 on both starting and ending
extensions, lower speed, thickness and possibly blade number (in that order)
Design has very thin parts Use an offset to slightly thicken lines of design
Vinyl is old Test with newer roll of vinyl
Vinyl is poor quality Test with different brand
Mat or material falls off Wrong loading method When using mat, select "Load Cut(ting)Mat" is used. When bypassing mat, select "Load Media."
rollers during cutting Mat not loaded correctly Grip mat from bottom and butt up against white rollers with even pressure. After loading, look
(rollers not gripping at same behind roller bar at mat in relation to cutting strip to ensure they are parallel
time) Roller bar not locked
Material leading edge not Don't assume the material is a good 90° perpendicular to the side. Use a paper trimmer.
straight
Material does not have Select "None" on Cutting Mat and check "Show Cut Border" in Page Settings window to ensure
adequate margins design fits into usable area
Material not loaded correctly Ensure that direction of loading matches what is shown on Design Area of software (check arrow
(orientation) direction)
Material not loaded correctly Use "riding on cardstock" method for loading when bypassing mat. After loading, look behind
(rollers not gripping at same roller bar at material in relation to cutting strip to ensure they are parallel.
time)
 Not loaded correctly (wrong Cameo -- Use short line on left edge of platform
guideline used) Portrait/SD/Original -- with mat use furthest line to left; without mat ensure that white rollers are
same distance from sides of material
Rollers not set at correct 1) For Cameo mat, place right white roller in furthest groove to right
location (Cameo only) 2) For 12" wide material, place right white roller is second groove from right
3) For Portrait or stamp mat, place right white roller in third groove from right
4) For 9" wide material, place right white roller in left-most groove
Material getting caught Material is curled Counter-roll
on bars when bypassing Flatten material by placing between books
mat After loading, feed through further so that leading edge passes flat silver bar
Mat or material does not "Feed" selected in Feed Select "Unload" multiple times on current job. For future jobs, in Cut Settings window, under
roll out after cutting Options Advanced>Feed Options select "Return to Origin."
Machine does not Packing tape not removed 1) Turn machine off
complete full design or a 2) Move black motor box to center of bar
stray line is cut/drawn 3) Look on left side of black motor box for a piece of translucent blue or green packing tape that
through project wasn't removed when unpacking machine. If present, remove and discard.
4) Turn machine back on and motor box should move back to left on its own
Sketch pen option chosen in a Update software
lower software version
Problematic font chosen for Use Ratchet Blade instead of Sketch Pen as blade type (will produce poorer quality of sketch)
sketch pen (rare) Change to a different font
Excessive auto-saved files Discard unneeded files from Recovered Documents window
Excessive amount of images off Remove excess designs from outlying areas, or move to a new file only pieces to be cut on single
mat in Drawing Area pass through machine
Packet size set too high In Preferences>Advanced, lower Packet Size to 500 bytes and click "Apply"
Machine goes through all Heat transfer material in use Cut lines inherently difficult to see on HTV. For easier viewing, on dark colors rub chalk, baby
motions of cutting, but powder or similar material on back. On light colors, use sketch pen or pen in pen holder to draw
no cut lines are visible on lines prior to cutting. Consider using light box to light from underneath.
material Blade not lowering and/or Use original USB cord
lifting Ensure USB cord is connected directly into computer, not through USB hub
Ensure packing tape removed -- see solution above
Mechanism getting stuck. Ensure top front portion of motor box (which is separate piece) is
aligned properly to bottom portion. Remove blade, push blade holder down spray lubricating
spray (such as WD40) on part which gets exposed.
 Blade cap issue Ensure that cap is on, is on straight, and is on tightly
Blade is clogged with debris Clean blade
and not moving freely
Blade not loaded correctly Ensure that fin is facing forward
Ensure that blade collar is resting fully down on blade holder
Blade not locked in correctly Ensure that lock lever is not on upside down
Ensure that lock lever is fully locked (pointing to 2 and 8 on a clock)
Cut is visible, but only Blade cap issue Ensure that cap is on, is on straight, and is on tightly
scoring or not fully Blade is clogged with debris Clean blade
cutting through material and not moving freely
Blade not loaded correctly Ensure that fin is facing forward
Ensure that blade collar is resting fully down on blade holder
Blade not locked in correctly Ensure that lock lever is not on upside down
Ensure that lock lever is fully locked (pointing to 2 and 8 on a clock)
Incorrect blade settings Increase blade number and/or thickness
Blade is old Replace blade
Cut is misaligned Settings too high Lower settings -- blade number, thickness, speed
(starting and ending Mat not sticky enough to hold Clean, resticky or replace mat
points don't meet up) material in place, so material
shifting during cutting
Longer cutting mat and/or Ensure that mat or material is resting fully on table in front of machine
heavy material being used and
hanging off edge of table
creating drag
Side edges of older cutting mat Replace mat
are curling up and catching on
motor box
Not enough clearance behind Provide adequate clearance behind machine
machine while cutting
Material is ripping or Settings too high Lower settings -- blade number, thickness, speed , use Line Segment Overcut on at 0.1 for both
tearing instead of cutting, Blade is clogged with debris Clean blade
or pulling/bunching at and not moving freely
the corners Blade cap issue Ensure that cap is on, is on straight, and is on tightly
Design too small Be realistic with size and intricacy of designs
tearing instead of cutting,
or pulling/bunching at
the corners

Poor quality material Test with different material

Blade is old Replace blade
Blade is chipped Inspect blade for nicks or chips. If found, replace blade.
Fabric bunches up Fabric not stabilized Use fabric interfacing, heavy starch or other stabilizer prior to cutting
Material not cut all the Settings adjustment needed 1) Start with lower speed, as a slower speed gives a bit more downward force
way through (same 2) Adjust thickness up
throughout project) 3) Adjust blade number up
Portion of design is Something is binding blade Clean blade
uncut, always in same Press tip of blade on a stack of paper to ensure that it is rotating freely. If it does not, replace
area of design blade.
Portion of design is Grooves in mat Alternate putting mat in from bottom edge and top edge (but not sideways)
uncut, always in same If cutting same design repeatedly, shift slightly with each cut and/or rotate 90° with each cut
area of mat Replace mat
Design outside of usable area Check "Show Cut Border" in Page Settings window
on Portrait mat
Portion of design is Deep grooves or gouges in Inspect cutting strip for deep grooves or gouges. Replace as needed.
uncut, always in same cutting strip (more often a
spot side to side problem when bypassing mat)
Bottom of design uncut Material does not have Select "None" on Cutting Mat and check "Show Cut Border" in Page Settings window to ensure
when bypassing mat adequate margins design fits into usable area
Portion of design is uncut Blade not loaded correctly Ensure that fin is facing forward
in line vertically with Ensure that blade collar is resting fully down on blade holder
where fat part of white Blade not locked in correctly Ensure that lock lever is not on upside down
rollers is Ensure that lock lever is fully locked (pointing to 2 and 8 on a clock)
Threads left uncut while Nature of cutting fabric Use double cut
cutting fabric
Completed project won't New mat Un-sticky new mat by patting down on t-shirt or jeans
release from mat Material or design too delicate Use a Light Hold Mat or an older mat with less sticky
for mat Try different material
Material curls when Thinner material in use Flip over and pull mat off material instead of material off mat
removed from mat