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Post by bossymom on Jun 30, 2024 15:56:24 GMT
Of course last minute this week daughter decides she has to decorate her cap for graduation (yesterday). No problem. I have a craft store in my office  . Thinking I am oh so smart I decided to cut letters in different fonts to see what size worked. All on cardstock. Silhouette stops communicating with the software. I have always used the USB connection. I made sure my wireless printer nearby was powered off in case there was a conflict and it connected briefly. I then decided to update the firmware. I am thinking that is where I made a mistake. At some point it halted the update and the panel was all white with black speckles and lines. Right now Cameo is connected via usb. It is on and says cameo available. Waiting for cameo to connect. Thoughts on my next step: 1. Try to reinstall the firmware 2. Contact silhouette Has anyone else experienced this? ![]() ![]() |
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jediannie
Pearl Clutcher
Posts: 3,037
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Jun 30, 2024 16:29:28 GMT
I have not had this happen but your next step should definitely be to try and reinstall the firmware. Here's what the internet says to do: Bricked Firmware (Cameo 3)Unplug the power cord from the machine. Hold the power button down and then plug the power cable back in. Continue to hold down the power button until the LCD screen turns light blue. Download and launch the latest firmware version update. |
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Post by bossymom on Jun 30, 2024 18:28:38 GMT
Thank you!
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iowgirl
Pearl Clutcher
Posts: 4,276 
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Post by iowgirl on Jun 30, 2024 20:35:56 GMT
FWIW - Silhouette is a total $h!tshow right now.
In theory, you should be able to download the firmware and get it going - but their website is a TOTAL disaster. It has been for the last month.
They are 'migrating' their servers to a new platform. From what I have gleaned, they have contracted a company called Magneto to do this, and it did not go as planned. So any cloud library files are not syncing. If you have your software set to work offline - all should be good. And the machine itself does not need the internet connected to work. But I have heard so many people having issues besides the Library/Cloud Library being so jacked up.
You would think after a MONTH they could have something sorted out, but nope.
Customer Service --- Ha ha ha ha ha.... it has been sucked dry. It used to be a live person out of Utah, for US customer service. They have cleaned that place out. Programmers and live customer help in the US - gone. They have an online support of sorts, but honestly you never get any real help for bigger issues.
They are concentrating on the European and Japanese markets. Since Covid, those are the areas that have show the most growth and that is where they are putting the resources now. Silhouette has always been a Japanese company, but had "Silhouette USA" ... I think for the most part that is a skeleton crew now.
Really sad - because I love Silhouette. I will look to something else if I ever need to. Most likely Siser's new machine.
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Post by lilyelliott4 on Jul 1, 2024 10:21:58 GMT
It sounds like quite the challenge! Here are a few steps you can take to try and resolve the issue: 1. **Try Reinstalling the Firmware:** Sometimes, a firmware update can fail due to a poor connection or other issues. Attempting the update again might help resolve the problem. 2. **Check USB Connection:** Make sure the USB connection is secure and try a different USB port if possible. Sometimes a faulty port can cause communication issues. 3. **Restart Devices:** Turn off both your computer and the Cameo, then turn them back on. This can sometimes reset any connection problems. 4. **Update Software:** Ensure that you have the latest version of the Silhouette software installed. Sometimes updating the software can resolve communication issues. 5. **Contact Silhouette Support:** If none of the above steps work, contacting Silhouette support would be a good idea. They might have additional troubleshooting steps or be able to provide a solution. Good luck with the custom graduation gift cap! I'm sure it'll turn out great once the technical issues are sorted out. |
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nylene
Drama Llama
Posts: 6,717
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Post by nylene on Jul 3, 2024 22:11:22 GMT
I am so sorry you are having problems. I hope you can get it working. Silhouette is in such a MESS! I was angry enough that I went to their offices in Orem yesterday and banged on the door until someone finally came. They said they would find a customer support person (definite misnomer in this company!) who finally came and had no idea how to help me. I have lost 10 files I bought on June 5 and they have never been added to my account. The support person gave me the whole long story of "we were changing over out website....yada, yada, yada" He said their IT dept is now in the UK and that they have a call scheduled with UK this morning. What a fiasco! He wondered if I had received any files recently....like I would buy more while I have waited a month for these! Sorry for the rant. I do hope, bossymom , that you can get your machine to work. Best wishes. |
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Post by joblackford on Jul 6, 2024 2:08:45 GMT
I am so sorry you are having problems. I hope you can get it working. Silhouette is in such a MESS! I was angry enough that I went to their offices in Orem yesterday and banged on the door until someone finally came. They said they would find a customer support person (definite misnomer in this company!) who finally came and had no idea how to help me. I have lost 10 files I bought on June 5 and they have never been added to my account. The support person gave me the whole long story of "we were changing over out website....yada, yada, yada" He said their IT dept is now in the UK and that they have a call scheduled with UK this morning. What a fiasco! He wondered if I had received any files recently....like I would buy more while I have waited a month for these! Sorry for the rant. I do hope, bossymom , that you can get your machine to work. Best wishes. Oh my gosh, I love that you went and made them face up to you in person! I’m sorry you had to, and that they were no help. But the image of you banging on their door makes me smile  |
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Post by bossymom on Jul 8, 2024 14:28:02 GMT
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scrapnnana
Drama Llama
Posts: 6,344
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Post by scrapnnana on Jul 9, 2024 6:44:23 GMT
nylene, I love that you tracked them down! I wish I could have seen it! I have had full access to my library, with the exception of more recently purchased files (which, according to today’s email, is supposed to now be fixed, but I haven’t had time to check). However, I downloaded every file I bought to my software, when I bought it. I am wondering if those who are unable to access their files have relied exclusively on the Silhouette Cloud storage? Technology can fail, which is why I don’t rely on the Cloud for storing my Silhouette files. Or is the issue that your machine has stopped working, rather than not being able to access the library? A day or two ago, I had an issue with my Cameo 3, that seemed to be a connection issue. I finally realized that one of the settings had gotten messed up, so it was set to connect to a different machine. It was an easy fix, once I figured that out, but I’m not sure yours is the same issue. I hope you get it worked out quickly.
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