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Old 09-27-2010, 01:52 PM   #1
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Default Silhouette Troubles

I know it's not stamping but it's close (I hope).

Well, my original Silhouette has developed a problem. Though it loves to go back and forth and left and right - the cutting blade no longer wants to go up and down! (AKA - touch the paper and cut.) Has anyone experienced this and what did you do?

Next I'll be breaking out the screwdriver to see if there's something internally wrong. I don't want to give up my my Sil just yet. I love the blasted thing.

Thanks in advance.
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Old 09-27-2010, 04:39 PM   #2
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I have no idea but you should contact the Silhouette site for help. They have been helpful to me in the past. Good luck!!!
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Old 09-27-2010, 05:19 PM   #3
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Yes definitely email the people at Silhouette. They can troubleshoot for you. Good luck!!
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Old 09-27-2010, 07:32 PM   #4
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I am not sure if this helps, but they have a new software program that was just released last week. Maybe that might help? It's called the "Silhouette Studio" and can be found here Silhouette - Download New Software

Maybe your Silhouette has a software fix? I hope you get some answers quick!
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Old 09-28-2010, 08:10 AM   #5
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Thanks! I'll try the new software then contact the Silhouette site.
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Old 09-28-2010, 10:05 AM   #6
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Default Exact same problem

Hi, I was reading your post, and my original silhouette is doing the same thing! Very sad. I have called and left voice mail and sent email. I am concerned they are swamped with new software install calls. Any luck for you? I am avoiding my sweetie getting out screw driver if necessary.
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Old 09-28-2010, 11:19 AM   #7
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Default Silhouette Bladeholder Trauma

Hi,

I posted earlier and tried re-seating my blade and holder. I have two new blades in back stock. I also ran the machine with no blade holder and the arm goodie moved up and down. So when I unscrewed the red cap -- the holder threads crumbled. See the photo below. I am going to send this post to Silhouette as well. I know they sell replacements, not sure I want to do that if the blade holder mechanism is troubled. I have also seen metal blade holders on line. Has anyone had this happen to you? Thanks in advance.

Terrie
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Old 09-28-2010, 06:40 PM   #8
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Update: downloaded the new software. Attempted to load new windows 7 driver but I appear to be up to date. Still no luck. I sent an email off to support@silhouetteamerica.com. Cross your fingers for me.
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Old 09-29-2010, 07:48 AM   #9
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Here's the response I received from the web site folks. Wow - they answered FAST! I'll try it when I get home.

Quote:
Thank you for alerting us to your concern. This issue may be as simple as having the wrong USB cord or using any type of USB extension cord or adapter. We have encountered this issue before when customers have accidentally used a USB cord from another device that appears compatible (such as from a printer or scanner), but that cannot communicate correctly. Similarly, you will want to ensure that the USB cord is connected from the Silhouette directly into your computer or laptop (rather than running through a hub). Please ensure you are using the original USB cord that came with your Silhouette and it is being run directly from your Silhouette into your computer. This should resolve the problem being encountered.



The Silhouette Support Team

www.silhouettemachine.com

Looks like I'll be doing some cable swapping tonite.
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Old 10-01-2010, 07:43 AM   #10
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Does anyone know if there are identifying marks on the Silhouette USB cable? I uninstalled the software and removed the device. Installed software and downloaded 64 bit driver. After switching cables with the scanner - now the blasted thing just sits there and the software says "Busy."

I sent another email to the Silhouette Support Team.
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Old 10-02-2010, 04:28 PM   #11
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I have the original Silhouette. I just looked at the cables. If you look on the Silhouette where you plug in your USB cable, there is a little symbol there. both ends of my USB cable have the same mark on them. I have no idea how to describe the mark, except saying it kind of looks like a sideways pitchfork (but not really!). HTH!
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Old 10-02-2010, 07:22 PM   #12
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Thank you, Michelle. That's a printer cable. Exactly what I have.

I haven't shared the rest of my conversation with Silhouette. Yes - I'm still having issues but they're being helpful. There is a brand new version of there software since sometime yesterday. We are making progress.
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Old 10-11-2010, 11:31 AM   #13
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Update:
Quote:
While there is not a specific indicator on the USB cord to show it is the Silhouette’s original cord, we can tell you that it is a male to male USB 2.0 cable with one A-type connection and one B-type. Could you please confirm this is the USB cord you are using? If you are already using this and you are experiencing issues with your Silhouette hardware and are within the 1-year warranty period for the machine, we can have your Silhouette replaced at no cost to you beyond the cost of shipping the device product back to us. If you would like to explore this option, please contact us again at support@silhouetteamerica.com with your full name, mailing address, phone number (for order tracking purposes), and tool's serial number. Once all information is received, we will provide you with a return authorization number and further instructions on having your machine replaced. Please note that unsolicited returns will not be accepted. We look forward to hearing from you again assisting you further, if needed.
I received the shipping information from Silhouette America and am shipping back my Sil. Can you say Great Customer Service? YAY
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Old 10-12-2010, 11:53 AM   #14
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Cross your fingers and toes for me. I shipped my Sil today.
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Old 10-12-2010, 01:24 PM   #15
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I hope that everything works out for you! I have nothing but good things to say about Silhouette's customer service. I have always found them to be very quick to respond and helpful.

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Old 10-22-2010, 04:56 PM   #16
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Came home tonite .... big box. OMG! They sent me a brand spankin' new Silhouette SD!

I know my Sil was delivered to them last Friday. yay tracking. I really didn't expect instant turn-around - and upgrade! 3 cheers for exceptional customer service!
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