scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 11, 2018 8:14:40 GMT
I finally did a chat with Silhouette support. He had me get rid of an unnecessary folder in the software and empty my recycle bin. Purchased files are now downloading promptly to my Recent Downloads folder. I had to wait about 20 minutes to have the chat, but at least the one problem is resolved.
As far as my own designs ending up in triplicate, I will have to deal with that issue one design at a time. It's a pain, but better than having lost my files.
As for the software running slower, it is because each new file is being saved on the cloud and also on the computer. It makes sense. I can live with that, too.
For anyone having the same issues of newly purchased files not showing up promptly, I felt that it was worth contacting chat support to get it resolved.
Original post:
I exported my library before updating. After updating, it was obvious that files were missing. I imported my library backup. I have one huge file with all 10,500 designs, and all my folders with a fraction of the designs that HAD been in them. And those that managed to stay in their proper folders are duplicated. It's a mess!
I thought this problem was fixed, or at least that exporting then importing the library was supposed to correct it. Wrong.
I will be contacting them through chat tomorrow, but I am NOT a happy girl right now. I updated for the sake of the business version. They changed everything around, my files have disappeared.
I am "updating" my files, hoping that will help. Probably won't. But I had to update to be able to still use all the files I had created prior to updating.
Sorting 10,500 files into their proper folders is not something I wanted or expected to have to do.
I will wait to scream until I see if chat support can help. I loved my machine and the software until this happened. Definitely not feeling any love for Silhouette at the moment.
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Post by moraie on Jan 11, 2018 8:34:27 GMT
Ugh, I'm so sorry to hear that! Last time I switched versions, I lost a bunch of files I'd made, too. I'm thinking now I may need to create a save of each file I've made instead of just exporting my library. I bought the business edition during the BF sale, but I haven't updated yet, partly because I was afraid of problems. Please keep us posted!
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 11, 2018 8:51:15 GMT
I went back and took another look. It appears there are TWO libraries, same folders. The folder with my own designs, however, has totally disappeared. The first library is of my designs that I had sorted into folders, or designs I imported. The designs in each folder are all in triplicate! I can fix that by deleting the duplicates, but it's annoying. The second library is seen when I scroll further down and has all my designs that were purchased from the Silhouette Design Store. They ARE still in their proper folders, for which I am grateful, since there are thousands.
I don't know what happened to the folder with my designs that had been left in the "My Designs" folder. I had a bunch of Star Wars designs in it, along with some other designs I hope I can recover or find where they ended up. I think I backed up the important ones on my computer as individual files, but it's still frustrating, especially since I may have lost some in the update and storage put on the Cloud.
Thankfully, I do still have the older version of the software on my desktop. If I import the library backup that I did right before updating, I should have everything there and can figure out what is missing. Then I can hopefully back up individual designs that got lost and save them to a thumb drive for importing to the new version. It would still be a hassle, but presumably any missing files could be recovered that way.
It's not as bad as I originally thought, anyway.
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Chinagirl828
Drama Llama
Melbourne, Australia
Posts: 6,486
Jun 28, 2014 6:28:53 GMT
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Post by Chinagirl828 on Jan 11, 2018 9:11:02 GMT
That sounds terribly frustrating. I hope it can be fixed without too much hassle.
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Deleted
Posts: 0
Jun 1, 2024 17:12:56 GMT
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Post by Deleted on Jan 11, 2018 11:24:09 GMT
Ugh, that is a LOT of files to have to deal with finding them or doubles and triplicates! Sounds super frustrating and I would be upset, too.
I haven't used my Silhouette much lately, but I'm still frustrated when I updated last that all my imported files had a black box that covers the index images. Haven't even dealt with it since I got frustrated and gave up long ago. And that's minor compared to your issue.
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Post by riversong1963 on Jan 11, 2018 12:08:33 GMT
I don't have nearly as many files as you, but I now have 2 libraries. One of them is my old one from when I had my original Silhouette. The new one has all of the files that I've gotten since I've had my new machine. So now I have to search both libraries when I'm looking for a file. It's a pain.
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Post by JaneB on Jan 11, 2018 12:26:23 GMT
Here's a post I found that says the library needs to be reindexed before export. What You Must Do Before Exporting Your Silhouette Library As you still have the old version, complete with your original library, you could try her method of reindexing before exporting the library. Then try importing this different library to the upgraded version. I didn't have this problem; I've not bought any designs from the Silhouette store. I save all my files to my hard drive. I use the Library occasionally, mostly the cloud area so that my cutting files are available on my other machine.
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Post by LisaDV on Jan 11, 2018 12:40:58 GMT
I’m sorry you have to deal with this. It’s so frustrating! I hope the customer service will be helpful!
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breetheflea
Drama Llama
Posts: 5,943
Location: PNW
Jul 20, 2014 21:57:23 GMT
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Post by breetheflea on Jan 11, 2018 14:32:07 GMT
Since the update mine is now in two libraries and any font files I bought the picture of what the font looks like is gone, which is so annoying!
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mich5481
Pearl Clutcher
Posts: 2,600
Oct 2, 2017 23:20:46 GMT
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Post by mich5481 on Jan 11, 2018 15:29:20 GMT
I had a bunch of Star Wars designs in it, along with some other designs I hope I can recover or find where they ended up. How did you make Star Wars designs? Do you have examples? Also, I am so sorry that happened to you- makes me nervous to update to the business edition!
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 11, 2018 16:01:55 GMT
I found my missing design folder. It is now listed as "User Designs" instead of "My Designs" or whatever the folder was named before.
The two separate libraries are "Local User" and then one that is listed under my email. All the designs for the "Local User" library are in triplicate. Those are my personal designs and converted svg designs I have bought or gotten as freebies. The "User Designs" folder is under the Local User library. It says it has 513 designs, but since they are in triplicate, it is actually one third the size. The library listed under my email/user name has all the designs I have downloaded from Silhouette. It also has a "User Designs" folder, but it is empty. I think it is stupid and confusing, but at least I found allthe files that I thought were missing.
I suspect that one reason for the two separate libraries has to do with protecting Silhouette's designs, so I don't use my ability with the business version to export a purchased file as an svg. It may not be the only reason, but since I have a subscription, I can use my credits to buy the svg version if I need to cut something with my Explore. The only reasonI would need to do that is if I am cutting leather or some material that my Explore can cut but not the Silhouette.
I bought the Business Edition during the Black Friday sale but needed to wait to update and put in the code till after the holidays. I was making custom t-shirts for a big family reunion, and I did not want to deal with changes in the software or library glitches like I had read about.
I also had over 300 files that I had downloaded over the last few months, but I had not sorted into folders yet because I'd been too busy. Both libraries show a "Recent Downloads" file. Because it showed zero downloads in the top (Local User) library, I assumed they had been lost. I guess I was just too tired last night to see straight. They are in the second library (email name) that is further down.
So it appears that ALL the files I had thought were missing are actually there, just organized differently.
Also, when I clicked on the "Local User" name for the top library, the one under my email address disappeared. I was able to figure out how to bring back the library with my email name, but it just seems odd. Again, I think it is to discourage unauthorized use of purchased Silhouette designs, but I don't know how it will react when signing in using my sister's, daughter's, or DDIL's computers when I travel. They all have a Cameo.
Now that I figured out where my files went, I won't need to contact chat support for what appeared to be missing files.
I have not yet played with the software. I will try to do that today. I am hoping that I can figure out the changes and the new features without chat suooort. They are helpful, but there may be a long wait time, especially if new users got machines for Christmas.
There is still one thing I am wondering about. It looks as though I can import files and my library. I have definitely imported my library. But the Export Library function appears to be missing. It looks like the only back ups are to the cloud. I will be manually backing up copies of any designs I use or adapt to my computer, not as an export, but as a "save as" to my computer. I hate having to rely solely on the Cloud. Systems can fail or be hacked. I think I will be keeping an older version on my desktop. I can save designs as older versions (or so it appears), so I will probably save two versions of any files I back up. It's a pain IMO. I understand their reasoning to some extent, but that doesn't mean I like it. Backing up the library used to be as simple as exporting it. Maybe that option is available some other way, but if so, it isn't obvious.
I will be checking video tutorials on the newer software as needed, and I will definitely be looking for tutorials on the Business Edition features. If I find any good ones, I will share them. If anyone here has any they want to share, please post links here or start a new thread.
Thanks for all your comments. I appreciate all those who replied and understood my frustration over library changes and assumed missing files.
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 11, 2018 16:05:21 GMT
I had a bunch of Star Wars designs in it, along with some other designs I hope I can recover or find where they ended up. How did you make Star Wars designs? Do you have examples? Also, I am so sorry that happened to you- makes me nervous to update to the business edition! I found clip art on the internet and turned Star Wars designs into cutting files with the trace option in the software. I have used the traced designs for making t-shirts and etching glass mugs for the guys in my family. I recommend tracing the simpler designs, especially the silhouettes, if you have not done tracing before. I will try to upload a photo or two of designs I created that way. I used them only for family presents. It is illegal to sell any products using copyrighted designs, or even to sell (and probably even to share) the designs.
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mich5481
Pearl Clutcher
Posts: 2,600
Oct 2, 2017 23:20:46 GMT
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Post by mich5481 on Jan 11, 2018 16:29:56 GMT
How did you make Star Wars designs? Do you have examples? Also, I am so sorry that happened to you- makes me nervous to update to the business edition! I found clip art on the internet and turned Star Wars designs into cutting files with the trace option in the software. I have used the traced designs for making t-shirts and etching glass mugs for the guys in my family. I recommend tracing the simpler designs, especially the silhouettes, if you have not done tracing before. I will try to upload a photo or two of designs I created that way. I used them only for family presents. It is illegal to sell any products using copyrighted designs, or even to sell (and probably even to share) the designs. Thanks! I need to learn how to do this with my software. My brother is a huge Star Wars nerd, so this could make for easy (and cheap) gifts for him.
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Post by 950nancy on Jan 11, 2018 16:57:10 GMT
Last night I ran 15 pages of order numbers. They date back to 2012. I want a hard copy of this stuff in case things go wrong. I already had one incident where all of my files were dumped into one folder. I have 4,000 files, but many of them are commercially licensed, so I had to look them all up and find out which ones were commercial and which ones were personal. I feel your pain.
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 11, 2018 17:23:26 GMT
Last night I ran 15 pages of order numbers. They date back to 2012. I want a hard copy of this stuff in case things go wrong. I already had one incident where all of my files were dumped into one folder. I have 4,000 files, but many of them are commercially licensed, so I had to look them all up and find out which ones were commercial and which ones were personal. I feel your pain. Oh, that sounds really frustrating!
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Post by JaneB on Jan 11, 2018 17:37:02 GMT
There is still one thing I am wondering about. It looks as though I can import files and my library. I have definitely imported my library. But the Export Library function appears to be missing. It looks like the only back ups are to the cloud. I will be manually backing up copies of any designs I use or adapt to my computer, not as an export, but as a "save as" to my computer. Export is now within the Library window. Access it by right-clicking Local User - the option to export Local User is given. Similarly, right-click the email address for the Cloud area and you can export that cloud library too.
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 11, 2018 17:41:11 GMT
After playing around with the newest version of the software and the business edition features, it actually appears fairly easy to use. I will need to watch tutorials on how to do a decent pop-up, but the warping for making names to go on cups and mugs is really easy!
I am used to just moving stuff on and off the cutting area, so now I am going to have to get used to using layers. I can see advantages.
I have not tried exporting an svg to see if it will convert to a design I can cut with my Explore. That was the main reason I bought the business edition. I want to be able to design leather projects in Silhouette, but cut them using my Explore.
I am a lot more optimistic (although cautiously so) about the software this morning than I was when I finished the update so late last night. I have not started watching tutorials yet. It was easier to do what I wanted in the software than I expected it to be, and I was just experimenting with the different tools and options. It does not look as if it will be as hard to learn as I had thought when I first saw how different everything appeared. The changes seemed more intimidating than they actually are. The real test will be when I create a design and try to cut it. I will try to do that this afternoon.
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 11, 2018 17:42:01 GMT
There is still one thing I am wondering about. It looks as though I can import files and my library. I have definitely imported my library. But the Export Library function appears to be missing. It looks like the only back ups are to the cloud. I will be manually backing up copies of any designs I use or adapt to my computer, not as an export, but as a "save as" to my computer. Export is now within the Library window. Access it by right-clicking Local User - the option to export Local User is given. Similarly, right-click the email address for the Cloud area and you can export that cloud library too. Thank you for that tip!
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Post by moraie on Jan 11, 2018 18:26:43 GMT
After playing around with the newest version of the software and the business edition features, it actually appears fairly easy to use. I will need to watch tutorials on how to do a decent pop-up, but the warping for making names to go on cups and mugs is really easy! I am used to just moving stuff on and off the cutting area, so now I am going to have to get used to using layers. I can see advantages. I have not tried exporting an svg to see if it will convert to a design I can cut with my Explore. That was the main reason I bought the business edition. I want to be able to design leather projects in Silhouette, but cut them using my Explore. I am a lot more optimistic (although cautiously so) about the software this morning than I was when I finished the update so late last night. I have not started watching tutorials yet. It was easier to do what I wanted in the software than I expected it to be, and I was just experimenting with the different tools and options. It does not look as if it will be as hard to learn as I had thought when I first saw how different everything appeared. The changes seemed more intimidating than they actually are. The real test will be when I create a design and try to cut it. I will try to do that this afternoon. Thanks for that. I've really been dreading setting up my new Cameo. So much that it's sat since BF. Did you say you were able to keep your old version and the new one running on your machine? Would you mind sharing how that works? I'd feel a lot better about updating if I could keep the old version around until I get my feet under me. jane Thanks for that re-indexing thing! You have to do it before you export, and I so would have been screwed. I guess this thread finally has me moving a bit on getting mine set up. Right now I'm re-indexing, and making single file backups of the designs I've made that I want to save the most. I've got over 500 of those, I may not do them all...but eventually I'll get my Cameo out of it's box!
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Loydene
Pearl Clutcher
Posts: 2,639
Location: Albuquerque, New Mexico
Jul 8, 2014 16:31:47 GMT
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Post by Loydene on Jan 11, 2018 18:55:07 GMT
Thank you for this -- and plesse keep us posted. I want to upgrade, but I will NOT until the library issue gets resolved. And thanks for the "re-index" article .... that helps!
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Post by anniefb on Jan 11, 2018 20:15:37 GMT
Ugh sorry for the library hassles scrapnnana but glad that you seem to have been able to locate stuff. It is organised differently now with the local user and cloud area which I must admit I still don't really like. I had to relabel things after an update a while back and since then I basically keep everything in the cloud - just a few things in the local user account which I'm still working on or haven't decided if I'm keeping yet. I do like the newer versions of the software though!
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Post by anniefb on Jan 11, 2018 20:19:45 GMT
Did you say you were able to keep your old version and the new one running on your machine? Would you mind sharing how that works? I'd feel a lot better about updating if I could keep the old version around until I get my feet under me. Do you have a windows operating system or a Mac? With a Mac it's easy - you can have any number of multiple versions just give them different names like the version number e.g. I have both 4.0 and 4.1. I'd imagine you need to do something similar if you have a PC - make sure your programs and folders are given different names so the new version doesn't overwrite the other. But hopefully someone with a PC can explain what they did!
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Post by moraie on Jan 11, 2018 20:47:27 GMT
Do you have a windows operating system or a Mac? With a Mac it's easy - you can have any number of multiple versions just give them different names like the version number e.g. I have both 4.0 and 4.1. I'd imagine you need to do something similar if you have a PC - make sure your programs and folders are given different names so the new version doesn't overwrite the other. But hopefully someone with a PC can explain what they did! Thanks. I'm a PC girl, so I have Win 10. I'm hoping someone will come back and help me out. Worst case, I guess I can chat Silhouette. I'm running a fairly old version w/Designer edition, but I need to update to the new one with Business edition.
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 12, 2018 0:37:47 GMT
I have an older version of the software on my desktop, and the newest version on my laptop. My Cameo is connected to my laptop.
I would love to have multiple versions on my laptop, but I don't. I have not tried to actually do it lately, although I tried once and could not get it to work for me. I have a PC.
Now for a different issue, but related again to the new software update:
I downloaded some designs from the Silhouette Design Store just a bit ago. It seems to be hanging, says 1 download remaining, but I cannot locate ANY of the new files by name through a search, and they are not showing up in the Recent Downloads folder.....in either of the two libraries.
Do recently purchased files still show in the Recent Downloads folder with the new version, or not? If not, where do I see them to access them? I purchased 55 designs with my subscription credits. Where did they go?
Update on that last part: I had to close the program. Then it wouldn't reload properly, so I shut down my computer. I let it sit for awhile, rebooted, reopened the program, and the downloads then finally found their way to my Recent Downloads folder.
Doing a test cut of a pop up card now (one that I bought).
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Post by riversong1963 on Jan 12, 2018 1:54:43 GMT
Here's a post I found that says the library needs to be reindexed before export. What You Must Do Before Exporting Your Silhouette Library As you still have the old version, complete with your original library, you could try her method of reindexing before exporting the library. Then try importing this different library to the upgraded version. I didn't have this problem; I've not bought any designs from the Silhouette store. I save all my files to my hard drive. I use the Library occasionally, mostly the cloud area so that my cutting files are available on my other machine. Thank you.
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 12, 2018 4:25:46 GMT
I cut a card with no problem.
I downloaded 2 more cards which, like the ones earlier did NOT download to my Recent Downloads folder. The option to "Download Pending Orders" is gone. After I closed the program earlier, shut down my computer, and booted back up, the downloads from earlier did show up in my downloads folder finally. I closed the program and reopened it, but the two latest still have not shown up. I should not have to shut down and reboot everything to get my latest purchased files.
Oh, and sorting files is a lot slower. Since everything is on the Cloud, and on a Friday night it is presumably busier internet traffic, it seems to make the library far more sluggish. Sorting files was so much slower.
I was hoping I would not have to contact Silhouette support, but I probably will tomorrow morning. I should be able to access purchased files immediately. Not sure if it is their site having issues or the software.
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Post by wendifful on Jan 12, 2018 23:44:28 GMT
I cut a card with no problem. I downloaded 2 more cards which, like the ones earlier did NOT download to my Recent Downloads folder. The option to "Download Pending Orders" is gone. After I closed the program earlier, shut down my computer, and booted back up, the downloads from earlier did show up in my downloads folder finally. I closed the program and reopened it, but the two latest still have not shown up. I should not have to shut down and reboot everything to get my latest purchased files. Oh, and sorting files is a lot slower. Since everything is on the Cloud, and on a Friday night it is presumably busier internet traffic, it seems to make the library far more sluggish. Sorting files was so much slower. I was hoping I would not have to contact Silhouette support, but I probably will tomorrow morning. I should be able to access purchased files immediately. Not sure if it is their site having issues or the software. Hopefully someone else has a better answer but I have also been frustrated by this. I have found though that sometimes even if they don't show up in "recent downloads" that if I search for them by name they are in my library. It's kind of screwy.
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scrapnnana
Drama Llama
Posts: 6,175
Jun 29, 2014 18:58:47 GMT
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Post by scrapnnana on Jan 14, 2018 0:09:22 GMT
I tried searching by name. Nothing came up. They just weren't there till after I closed the software. The second time I did not shut down and reboot the computer. I just waited a few more minutes before reopening the software. After opening the software again, the files were there.
I haven't contacted Silhouette yet about it. I was busy and missed the chat hours. It's ridiculous. I never had this problem with previous versions.
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breetheflea
Drama Llama
Posts: 5,943
Location: PNW
Jul 20, 2014 21:57:23 GMT
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Post by breetheflea on Jan 14, 2018 1:25:12 GMT
I tried searching by name. Nothing came up. They just weren't there till after I closed the software. The second time I did not shut down and reboot the computer. I just waited a few more minutes before reopening the software. After opening the software again, the files were there. I haven't contacted Silhouette yet about it. I was busy and missed the chat hours. It's ridiculous. I never had this problem with previous versions. I don't have the business version but have had this happen where I can't find my new files since the last update. Also whenever I close the software, it always tells me it's going to download my fonts, even if I didn't have any new fonts to download...
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Post by moraie on Jan 14, 2018 2:32:20 GMT
I don't have the business version but have had this happen where I can't find my new files since the last update. Also whenever I close the software, it always tells me it's going to download my fonts, even if I didn't have any new fonts to download... I've had problems with it wanting to load fonts in designer edition for years. Every time I buy a new font, it'll start to load them after I close, but it never resolves. I'll have the loading font message until the next time I restart. I've only ever had one version (3.6.57) that DIDN'T do it.
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