silhouette design program not connecting to the internet

Question

I am having issues with my silhouette design program connecting to the internet. I can log into my account on the web. When I open my design desk top, it does not let me login to update my library or to update my software.

This is what I have done over the last month:

Did a full uninstall and reinstalled.

disconnected my wifi and connected via a data cable to the Ethernet

shut off my antivirus program so as to not be blocking any downloads

changed from Chrome to Edge

have a 6 week dialog with Silhouette America Technical team

tried dozens of times to login - goes through the authorization part then responds "can't connect"

I saw something about possible "driver" issues not being updated. I would have thought doing the reinstall would have covered that. I had updated to the Version 5 software but later reinstalled an earlier version 4.5.815.

I am at a loss on what to do next. If anyone has any further suggestions on something I have not already done, please help.

Answer 1

Hi Darlene S52,
Welcome to Microsoft Q&A forum. I'm happy to help.

Regarding your information, you were able to login using your browser but not able using the program, it might be related to the program itself.

Please do further test using a VPN to see if you will be able to login using the program.

If you have any updates, please feel free to let me know.

Answer 2

It seems you have already taken several steps to troubleshoot the connectivity issue with your Silhouette Design program. Here are a few additional suggestions that might help:

1. Check Firewall Settings: Ensure that your firewall is not blocking the Silhouette Design program. You may need to add it to the list of allowed applications.
2. Network Configuration: Since you mentioned switching from Wi-Fi to Ethernet, ensure that your network settings are correctly configured. You can try resetting your network settings to default.
3. Driver Updates: Although you mentioned that reinstalling the software should cover driver updates, it might be worth checking if there are any specific drivers for your network adapter that need to be updated. You can do this through the Device Manager in Windows.
4. Compatibility Mode: Try running the Silhouette Design program in compatibility mode for an earlier version of Windows. Right-click on the program icon, select Properties, then the Compatibility tab, and choose an earlier version of Windows.
5. Contact Support Again: Since you have been in contact with Silhouette America's Technical team, consider reaching out to them again with the specific details of what you have tried. They may have additional insights or updates regarding known issues.
6. Check for Software Updates: Ensure that your operating system is fully updated, as sometimes connectivity issues can arise from outdated system files.

If these steps do not resolve the issue, you may want to consider reaching out to your internet service provider to ensure there are no connectivity issues on their end.

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References:

• Microsoft Store not working – unable to download or update any apps - Microsoft Q&A
• Connection issues when signing in after updating to Office 2016 build 16.0.7967 on Windows 10
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• Microsoft 365 Apps activation network connection issues
• Connection issues when signing in after updating to Office 2016 build 16.0.7967 on Windows 10