Frequently Asked Questions

PixScan Concerns and Troubleshooting

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If you are experiencing issues using the PixScan technology, please see below for some help resolving common concerns. If you cannot reach a resolution with these steps, please contact us at support@silhouetteamerica.com or via chat on www.silhouetteamerica.com.

 

This is most commonly caused by the image being imported into the software. The photo should be retaken with the following items checked, and corrected if necessary, in order to correct this concern:

  • The mat is on a flat surface
  • No zoom is used
  • Lighting is even
  • The entire mat is not clearly visible in the image
  • The PixScan™ mat is clean and flat (no bent corners or edges)
  • The PixScan™ mat covers at least 30% of the image area
  • The intended image on the mat is contained within the black cut border


 

Please note that calibration is not required for all cameras. Silhouette Studio is pre-calibrated to many popular cameras and phones. If you are receiving a prompt to calibrate your camera and/or you are having issues cutting in the correct place, please proceed with these steps:

Printing the Calibration Image

  1. Click on the PixScan™Icon 
  2. Select the Import From FileCalibration section
  3. Select the correct paper size from the list
  4. Click ‘Load Calibration Test Card
  5. Print the calibration image on white card

The most common issues with calibration come from the photograph that has been taken. When photographing the calibration image, please ensure that:

  • No zoom is used
  • Lighting is even
  • The photo is clear and crisp
  • The calibration image is resting on a flat surface
  • The camera is parallel and in line with the calibration image
  • Only the calibration dots are showing in the photo

Setting up a Calibration Profile

Each different camera or camera phone used may have its own calibration profile that can be selected to use once it has been created (as directed above). Once a calibration image is ready, a new profile can be created as follows:

  1. Click on the PixScan™ Icon 
  2. Select the Calibration section
  3. Click on the plus icon
  4. Load the saved calibration image

Once you have the image loaded, the software will detect the camera name or allow you to give the Calibration profile a name. As the Calibration profile is then created, it can be selected whenever that particular camera is used to take PixScan™ images.

 

If the registration mark reading process on the PixScan™ mat is failing, please re-align the mat with the left edge of the mat touching the loading guide mark, but not covering it. The edge of the mat must be just to the right of the mark (rather than covering the mark or loaded slightly too far to the left). This should correct the concern.

Please ensure the image is being scanned properly by following the steps below. If your scanner is receiving any errors or crashes your software when attempting to scan, please note that the software requires a scanner with TWAIN support. If your scanner is not compatible, please attempt to use a camera or phone to import your PixScan images. Alternatively, you can scan directly to your computer, then follow the steps in the PixScan tool to Import PixScan Image from File

To properly scan your PixScan mat and design:

  1. Place the right or left half of the PixScan mat face-down in the scanner.
  2. Click Import PixScan Image from Scanner. The scanner manufacturers import window should appear. The display will vary depending on the scanner in use.
    NOTE: If you encounter concerns with the scanning area, you may wish to adjust the scanning area to A4 rather than Letter.
  3. Press Scan. Silhouette Studio will import the scanned half automatically and locate it perfectly on the PixScan mat. You should see something like this:
  4. Turn the mat around, so that the other half is face-down in the scanner and repeat steps 1-4. NOTE: The software will automatically stitch the two images together for you and place them perfectly on the mat, like in the image below:
  5. Draw a line around the image or Trace the image on your PixScan mat, until you’re happy with the outline.
  6. Go to Cut Settings and select your Material Type from the list.
  7. Load the PixScan mat in to your Silhouette Portrait/CAMEO and check the blade depth.
  8. Send the design to your Silhouette.
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