Many people are experiencing troubles opening the Silhouette designs. Looks like there is a glitch when downloading the files. These are the possible solutions that Silhouette is giving:
Dear Customer,
We have become aware of a glitch in the Silhouette Online Store during the past weekend between Friday around 3pm MDT and Monday around 10am MDT causing files to download incompletely. We have located and corrected the problem and would like to provide you with a resolution if you have not yet received one.
If you are receiving an “Invalid .GIF signature” error when opening My Library, you may have been affected by this glitch and will need to sign in to the Silhouette Online Store and recover any orders placed between Friday afternoon and Monday morning. This can be done by clicking on “My Account” from any screen and then choosing the “My Download History” link. Click on an order during the affected time and then click the button labeled “Recover order”. These steps should resolve this particular error message.
Since each account is limited as to the number of recoveries one can make, we have already increased your recovery limit to account for this mistake. Please accept our apologies for any inconvenience.
We will have new software being released in the upcoming week which will aid tremendously in preventing these issues in the future. Thank you for supporting Silhouette.
Best Regards,
Silhouette Customer Support
And this is the other e-mail from the company:
Dear Customer,
We recently sent an email in regards to the “Invalid .gif Signature” glitch in our systems over the past weekend. We have already had considerable success with most Silhouette users by following the steps provided. If you haven’t been able to correct the problem yet, here are the various solutions available:
Option 1
If you don’t have too many designs, it may be easiest to recover all designs in your download history. First, open My Computer and navigate to C:\Program Files\ROBO Master\QKView\Thumbnail or C:\Program Files (x86)\ROBO Master\QKView\Thumbnail. Delete everything in that folder. With that folder empty, sign in to the Silhouette Online Store, click on “My Account” from any screen, and then choose the “Recover All Downloaded Designs” link. Type your password to continue. You will need to have the newest version of the Silhouette Online Store in order to download fonts properly.
Option 2
If you have thousands of designs, it may be faster to manually remove the incomplete .gif files causing the problem. Do this by opening My Computer and navigating to C:\Program Files\ROBO Master\QKView\Thumbnail or C:\Program Files (x86)\ROBO Master\QKView\Thumbnail. Next, in the view menu, choose “Details”. When the files are listed with their details, click on the column header labeled “Dimensions” to sort by that attribute. You should delete any files that have a blank space where the dimensions should be listed (i.e. the dimensions should read “100 x 100” for each file). Also sort by the “Size” column and delete any files with a size of “0”. After removing these corrupt files, you may recover them in the Silhouette Online Store.
Option 3
If you don’t have time to recover files right now, you can still use My Library in search mode. Open My Library and click on OK to ignore the “Invalid .gif Signature” error. Then click on the Search tab at the top of the window. Once the search menu has appeard, close My Library. When My Library is opened again, it will load search mode successfully without any “Invalid .gif Signature” errors. You will only be able to use My Library in search mode until the problem is corrected.
Please be patient as we assist everyone with their individual concerns. We will have new software being released in the upcoming week which will aid tremendously in preventing these issues in the future. Thank you for supporting Silhouette.
Best Regards,
Silhouette Customer Support
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