Silhouette Studio® software crashes on start up


Issue Description

The Silhouette Studio® software crashes on start up. The software cannot be successfully launched. There is no error message.

Cause

The following concerns may cause this concern on a Mac computer:

The Operating System version is lower than the minimum required supported OS version The Mac has a PowerPC processor (rather than an Intel® processor) There is a corrupt font causing the program to crash as fonts are loaded during the start-up process There is a library corruption

The following concerns may cause this concern on a PC computer:

The graphics card driver on the computer is not capable of running the Silhouette Studio® software program (even if the computer is newer) The graphics card acceleration level is set too high (XP only) There is a library corruption

Resolution (Mac)

The following can be explored if on a Mac computer:

Begin by verifying the latest version of Silhouette Studio® is installed Check the Operating System version and processor type to confirm that the OS version is compatible with the minimum requirement of OS 10.6.8 or higher and that the processor type is an Intel® based processor Go the Apple icon (in the upper left-hand corner of the computer) Check under "About this Mac" Confirm the OS version and processor type

If running on a Intel® based processor on OS 10.5.8 or higher, you can click here to revert to an earlier version (though updating the software will not be possible thereafter unless the OS version is updated)

If running on a PowerPC based processor on OS 10.5.8 or higher, you can click here to revert to an alternate earlier version (though updating the software will not be possible thereafter unless the OS version is updated)

If running lower than 10.5.8, there is unfortunately no resolution. There has never been a supported version of the Silhouette Studio® software that would be compatible with any lower OS version.

Check for the presence of a corrupt font by doing the following: Open to the Font Books app Review all fonts listed to find if there are any bad fonts on the computer (There will be a warning symbol for any bad fonts) Remove fonts that display this warning symbol

The user may alternately do the following:

Click here to run a font diagnostic program Look in the Documents folder Locate the log file called "Silhouette Studio Fonts Diagnostic" Scroll to the bottom to identify the last font in the list Uninstall the listed font Continue this step as needed to re-run the report if the software continues to fail to start If all previous steps above are unsuccessful, proceed to clear the library under assumption of a library corruption

Resolution (PC)

The following can be explored if on a PC computer:

Begin by verifying the latest version of Silhouette Studio® is installed Check the graphics card driver. This is the most common concern for the software failing to launch on a PC. If on Windows XP: Check the graphics card acceleration settings by doing the following: Right-click on the desktop Select Properties > Settings > Advanced Click on the "Troubleshoot" button Locate the slider bar for graphics card acceleration and turn this all the way down Apply the change and exit the Preferences window Attempt to re-run the Silhouette Studio® software program If the above steps work, turn up the graphics card acceleration bar slowly and re-test until the highest level is found where the program is working and keep it at that setting If on Windows Surface Pro: We have received reports from Microsoft that the driver version 9.17.10.3062 dated 3/8/2013 is the concern for this issue. Rolling back the driver to the Dec 2012 version will resolve the concern. Alternately, the graphics card driver may be updated directly from the Intel® site. If all previous steps above are unsuccessful, proceed to clear the library under assumption of a library corruption