nylene
Drama Llama
Posts: 6,781 
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Post by nylene on Aug 24, 2023 17:41:18 GMT
I ordered some cut files today and when I tried to sync them in my library instead of having the usual info in the box at the left bottom, it says "working offline". I have rebooted, opened and closed it multiple times and it doesn't change. I cannot use the files I just bought because they don't show up in the library. I am connected to the internet.
Does anyone have any suggestions?
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jediannie
Pearl Clutcher
Posts: 3,097
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Aug 24, 2023 19:47:16 GMT
Have you tried signing out of your library and signing back in?
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nylene
Drama Llama
Posts: 6,781
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Post by nylene on Aug 24, 2023 20:02:12 GMT
Have you tried signing out of your library and signing back in? Thanks for the suggestion. Yes, I have done that several times. I googled the problem and tried everything they suggested. I did get it to take off the "offline" sign and it has been syncing for 2 hours. I guess I will wait and hope that time will help. There is no sense in contacting Silhouette because I am still waiting for them to respond to a problem I had May 26th. The only communication I have had is "we will email you as soon as possible." That was 3 months ago. |
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jediannie
Pearl Clutcher
Posts: 3,097
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Aug 24, 2023 20:07:53 GMT
Do you have the most recent version of the software? A worst case scenario is to uninstall the software then reinstall, but you could run the risk of not being able to access any of your purchases so proceed with caution if you do that.
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nylene
Drama Llama
Posts: 6,781
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Post by nylene on Aug 24, 2023 20:18:36 GMT
Do you have the most recent version of the software? A worst case scenario is to uninstall the software then reinstall, but you could run the risk of not being able to access any of your purchases so proceed with caution if you do that. I did download the latest version. I'm afraid I may have to reinstall the software. I just need to wait until I have someone here who is less computer-challenged than I am. My DSIL will be back in a week and may be able to help me. Thank you for your suggestions, jediannie. |
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scrapnnana
Drama Llama
Posts: 6,451
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Post by scrapnnana on Aug 24, 2023 21:59:26 GMT
Do a back up of your library before reinstalling! Otherwise, you can lose all your folders and personal files!
I know chat doesn’t work for everyone, but it’s far better than emailing support. Chat support have helped me when I needed. Email support never did. However, it can be a long wait for chat support.
I’ve had your same issue before, too. I think I had to uninstall and reinstall. I think I also had to update to a newer version of the software. I forgot to back up first. Big mistake. Back up your current library first, no matter what, and no matter what files didn’t download. They’ll show up eventually. If not, you can download them again.
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nylene
Drama Llama
Posts: 6,781
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Post by nylene on Aug 25, 2023 15:51:25 GMT
Do a back up of your library before reinstalling! Otherwise, you can lose all your folders and personal files! I know chat doesn’t work for everyone, but it’s far better than emailing support. Chat support have helped me when I needed. Email support never did. However, it can be a long wait for chat support. I’ve had your same issue before, too. I think I had to uninstall and reinstall. I think I also had to update to a newer version of the software. I forgot to back up first. Big mistake. Back up your current library first, no matter what, and no matter what files didn’t download. They’ll show up eventually. If not, you can download them again. Thanks for the info scrapnnana. I went in and added a user, just my same email and password and it suddenly started syncing. It synced until almost 8 p.m. last night. Today I see that everything loaded. I have closed it down and signed in again and it seems to be working. Every time I try to chat, it tells me that chat is not available, even early in the mornings. I really wish they would get better customer support. |
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jediannie
Pearl Clutcher
Posts: 3,097
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Aug 25, 2023 16:10:13 GMT
Hurray! I'm glad it's working without having to use brute force (aka uninstall). Their support is pretty crappy, but that seems to be the theme of most customer support these days.  |
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nylene
Drama Llama
Posts: 6,781
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Post by nylene on Aug 25, 2023 16:16:10 GMT
Hurray! I'm glad it's working without having to use brute force (aka uninstall). Their support is pretty crappy, but that seems to be the theme of most customer support these days. I have to agree. I rank them right up with Comcast as far as customer support. Thanks for you help yesterday. |
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