Could Not Connect (Mac)


Connection Issues

If you are experiencing issues connecting your Silhouette machine to your software on a Mac computer using a USB cable, please follow the steps in each section below to resolve this concern.

Please follow each section carefully. Skipped sections can result in a delayed resolution.

If a section has been completed fully and there is no connection is established, please continue to the next section.

If you are experiencing issues connection to your software via Bluetooth, please click here.

If you have a Cameo 1, Portrait 1, or older Silhouette model, and you are using a Windows 10 operating system, please click here.

STEP 1: Check Firmware Version

⚠ NOTICE: This step applies ONLY to Cameo 2 or Cameo 3 models. If you have another machine model, please move to the next section.

Please check the firmware version of your Cameo cutting machine as follows:

Plug in and power on the Silhouette Cameo cutting machine Select the Gear icon in the upper right of the LCD screen (on the cutting machine) Select the Firmware 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 not loaded with the current firmware version, please click here to download and install a firmware update for your Cameo model.

If a firmware update is needed, please perform the update and then proceed to the Software Version section.

STEP 2: Check Software Version

If you are not running the latest version of Silhouette Studio, you will need to update your software now.

After downloading and updating the software, please check the version to confirm proper installation.

Open Silhouette Studio Select the Silhouette Studio menu Select the About Silhouette Studio option Note the numbers (x.x.xxx) listed after Release Check this version number against the "Current Version" listed on the software download page

After you have confirmed you are using the latest version of Silhouette Studio, please proceed to the Testing Software Connection section.

STEP 3: Test Software Connection

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

Close Silhouette Studio Power off the Silhouette cutting machine Disconnect the USB cable from both the Silhouette cutting machine and the computer Disconnect the power cable from the Silhouette cutting machine Open Silhouette Studio Go to the SEND panel Firmly plug in and power on the Silhouette cutting machine 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 cannot be guaranteed to work properly with Silhouette cutting machines.

If a connection is achieved, the Send screen should show a READY status.

If the status does not shift to READY, please proceed to the Test Hardware Connection section.

STEP 4: Test 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.

You can then do the following to confirm a basic hardware connection between your Silhouette cutting machine and the computer:

Select the Apple menu in the upper-left corner of your screen Press the ALT/OPTION key on your keyboard Select the option for System Information from within the Apple Menu Select the triangular indicator next to the Hardware option to display the Hardware Devices list 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 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 the model name (i.e. Cameo, 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.

STEP 5: Check for Interfering Connections

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

Close Silhouette Studio Open the Finder Press the CMD+SHIFT+G keys In the Go to Folder dialogue, type ~/Library/Preferences Locate and delete the folder "com.aspexsoftware.Silhouette_Studio" Empty the Trash 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:

Close Silhouette Studio Select the Wireless icon in the Menu bar (near the time display) Select the option to Turn WiFi Off 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.

STEP 6: Assessing Hardware Failure

If a hardware connection has previously been established through the software, then a hardware failure is unlikely.

If a basic hardware connection has been established through the computer, it is unlikely that the replacement of USB cable or machine will resolve the present concern.

If a basic hardware connection has been established, we would advise tp again review 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:

USB Port Failure USB Cable Failure 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