Congrats, Silhouette…I now hate your site.

Thanks. I will check to see if it is in my files, even though it didn’t show that it had downloaded.

Edited to add: Nope. It didn’t download to either my downloads folder or my software.

It’s definitely pushed me over the edge. My DH just got out of the hospital on Monday, and I’m a bit of a basket case, anyway.

I have a bunch of credits that I need to use before the 30th, or I’ll lose them. If they are lost, I will be really upset. I’ve emailed Silhouette about this, but their customer service via email is crappy, and I think they got rid of the chat function, which used to actually give you decent support.

Silhouette Secrets info on SDS Update

The link above is different from what I found before, but it has the best information. Hopefully they are right, and the site will be fixed soon.

I agree that users should have downloaded everything, and backed all files up to your own hard drive or external hard drive. I’ve always done that. I have all the files that I’ve downloaded until this most recent update. You cannot assume there will never be a problem with the Cloud.

I have never seen such a disaster with Silhouette before, and I’ve been using Silhouette for over 15 years, probably more like 20. Hopefully they will fix it quickly, but from what I read, their most recent “fix” just made things worse.

I will continue to work offline until they fix it. Normally I take advantage of any 50% off sale, but no way am I buying any files until they fix the site. Did they seriously think a half off sale would help when people can’t download the designs? And getting more people on their site is bound to make it run slower still, and just make more people livid.

My DH has a tech background, and he said that there is a very specific procedure to change a website, to make sure that any new overhaul of the site will go smoothly and avoid this kind of disaster. You shouldn’t dismantle what you had before the new one works well. They seem to have skipped that part.

Edited to add: A bit higher up in this thread, I recommended that everyone back up all of the files you have in your Silhouette program. Before you do this, make sure your computer is temporarily offline. Set up a separate folder in your computer files and name it something suitable. My folder has today’s date followed by “Silhouette Library Export” so I can see at a glance which is the most recent. Then, if you haven’t already done this, switch your Silhouette software program, regardless of what version it is, to “work offline” by clicking on your name in the upper left corner of the software. A drop down menu will offer you the chance to work offline, as well as export your entire library to the file folder you have prepared. It has a default folder it will set up, but you can change that to the folder that you have named. I exported a previous library back up in February, but I have added files since then, so I am doing a new export. When it exports the library to the folder you have chosen, it can take awhile.

Once you have exported your library (all the files will also remain in your Silhouette software program), you can change your computer settings back to being online, but keep the Silhouette software offline for now until they fix their issues. That will allow you to keep their problems from affecting your library. I had switched mine off a day or two ago, when it kept trying to update the library files without succeeding. I’m glad that it didn’t. I got fed up and switched to working offline and forgot about it, but I am keeping it that way until they get their problems resolved.

Silhouette posted their 50% off sale on Facebook. They definitely got some pointed comments in replies about their site fiasco. Not sure if the public comments will get them to fix it any faster, but I can hope they at least are seeing how unhappy customers are. They might just delete their comment and/or the replies. We’ll see what happens.

Yes, I got the same email. They should have sent a heads up before this fiasco even happened, and told customers there might be issues using the site.

I think they also should make sure that subscription credits carry over, even if due to expire. I thought I had used enough of mine to carry over, but I wasn’t sure, and the site no longer shows which of your credits are from your subscription vs. credit that you have purchased. They did show that in the past.

But I think the supreme stupidity is to announce a half off sale that doesn’t actually give you half off, at least not if you are using subscription credits. That is going to make customers even more upset than they already are.