Frequently Asked Questions

Could Not Connect (Mac)

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*Applies ONLY to touch-screen Cameo machines*

Please perform the steps below to determine the firmware version of your Silhouette Cameo cutting machine:

  1. Plug in and power on the Silhouette cutting machine
  2. Select the Gear icon in the upper right of the LCD screen (on the cutting machine)
  3. Select the About option

If your machine has been loaded with firmware version 1.40/1.60 or above, you do not require a firmware update to proceed to the next step. If your machine is loaded with firmware version 1.0, please proceed to http://www.silhouetteamerica.com/firmware to download and install a firmware update. Once a firmware update has been performed, please proceed to the next step.

*Applies ONLY to touch-screen Cameo OR Curio machines*

Please perform the steps below to determine the installed version of the Silhouette Studio software:

  1. Open the Silhouette Studio® software
  2. Select the Silhouette Studio menu
  3. Select the About Silhouette Studio® option
  4. Note the numbers (x.x.xxx) listed after Release

If you are using a release lower than 3.2 for a touch-screen Cameo or 3.4 for Curio, please proceed to http://www.silhouetteamerica.com/software/silhouette-studio to update your software. After downloading and installing the software, please review the steps above to confirm proper installation. Once it has been confirmed that you are using a compatible version of the Silhouette Studio® software, please proceed to the Testing Software Connection section.

Please do the following to thoroughly test the connection between your Silhouette cutting machine and the Silhouette Studio software:

  1. Close the Silhouette Studio® software
  2. Power off the Silhouette cutting machine
  3. Disconnect the USB cable from both the Silhouette cutting machine and the computer
  4. Disconnect the power cable from the Silhouette cutting machine
  5. Re-open the Silhouette Studio® software
  6. Select the Send to Silhouette button
  7. Firmly plug in and power on the Silhouette cutting machine
  8. Firmly connect the USB cable directly to the machine AND directly to the computer (bypassing any USB hubs)
    • NOTE: All connections should be made using Silhouette cables. Other cables are not guaranteed to be compatible with the Silhouette cutting machines

If a proper connection is achieved, the Send to Silhouette screen should shortly show a READY status. If the status DOES NOT shift to READY, please proceed to Testing Hardware Connection.

The previous step, Testing Software Connection, directed you to properly connect the Silhouette cutting machine to the computer. Please ensure that your Silhouette cutting machine is fully connected and powered on. Please do the following to confirm a hardware connection between your Silhouette cutting machine and the computer:

  1. Select the Apple Menu in the upper left of your screen
  2. Press the ALT/OPTION key on your keyboard
  3. Select the option for System Information from within the Apple Menu
  4. Select the triangular indicator next to the Hardware option to display the Hardware Devices list
  5. Select the USB option listed under the Hardware heading
    • This will open a list of USB Devices in the upper-right pane of the window
  6. Select EVERY triangular indicator listed in the USB pane to maximize ALL USB device information

If your cutting machine has established a hardware connection with the computer, you will see an entry listing USB Composite Device. When this device is selected, the information displayed in the lower-right panel will list Cameo OR Portrait OR Curio. If this information is displayed, then your machine has established a hardware connection with the computer and you will need to proceed to the Interfering Connections section. If the above devices are not listed, please proceed to the Hardware Failure section.

Please proceed to do the following to reset the software’s detected connections:

  1. Close the Silhouette Studio® software
  2. Open the Finder
  3. Press the CMD+SHIFT+G keys
  4. In the Go to Folder dialogue, type ~/Library/Preferences
  5. Locate and delete the folder com.aspexsoftware.Silhouette_Studio
  6. Empty the Trash
  7. Perform the steps found in the Testing Software Connection section, starting at step 2

If Testing Software Connection steps are unsuccessful in allowing the device to connect, please proceed to perform following steps:

  1. Close the Silhouette Studio® software
  2. Select the Wireless icon in the Menu bar (near the time readout)
  3. Select the option to Turn WiFi Off
  4. Perform the steps found in the Testing Software Connection section, starting at step 2

If a Testing Software Connection is not able to be established, please proceed to the Hardware Failure Section.

If a Hardware Connection has previously been established, then a hardware failure is unlikely. If a Hardware Connection has been established it is unlikely that the replacement of theUSB cable or machine will resolve the present concern. If a Hardware Connection has been established, we would advise reviewing, again, the information found in the Firmware/Software Version and Interfering Connections sections.

If a Hardware Connection has not been established, there are 3 potential points of conflicts:

  1. USB Port Failure
  2. USB Cable Failure
  3. Machine Failure

To confirm that the issue is not due to (1) USB Port Failure, please perform the Testing Hardware Connection steps utilizing USB ports on the opposite side (front/back, right/left) of the connected computer.

To confirm that the issue is not due to (2) USB Cable Failure, please perform the Testing Hardware Connection steps utilizing a similar, tested, USB Cable.

If both steps above have been performed, and a Hardware Connection is still not established, it can be presumed that the Silhouette cutting machine has experienced a (3) Machine Failure. To confirm machine failure, and to discuss further options, please  email customer support at support@silhouetteamerica.com.

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