If your machine
doesn't read or display a design, or if you get an error
message, check the items below:
1. Is your
machine's embroidery area/hoop too small?
If your machine is
too small for the design, then it won't display it. Find the
size that your machine can stitch and compare it to the size
of the design. If the design is larger than what your machine
can stitch, you can split it and stitch it in multiple
If we have a
smaller size of the design, we may exchange it for you.
Read the HELP topic here for more information about
2. Is the
read zipped files. Most designs can be downloaded from your
order history as unzipped files; a few are downloadable as
zipped only. Unzip the designs before transferring them to
Click here for instructions for unzipping on a PC, and
click here for instructions for unzipping on a Mac.
3. Did you
change the name of the design?
If you changed the
name to something that includes special characters, like
%($#@^&*, or if you deleted the file extension, then your
machine may not be able to read the design. Download the
design from your order history and load it to your machine
without changing the name.
4. Is the
capacity/size of the USB too large?
I have two USBs;
one has a 64MB capacity, the other is much larger, 16GB. Our
Brother Innovis won't read anything off of the 16GB drive, it
needs a drive with a smaller capacity.
5. Do you
have many files on the USB drive?
Some machines will
only recognize the first 100 files on a USB. If you're having
trouble with your machine reading a design, remove all the
other files from the USB so that only the one that you're
working with remains.
6. Do you
have the proper hoop attached?
especially Baby Lock machines, require that the right size
hoop be attached to the machine. If it isn't, you'll get an
error message stating "cannot be sewn in this mode." Attach
the correct hoop, and retry.
If the above tips
don't resolve the problem you're having, please let us know.
Send an email to email@example.com and
- your order
- the design that you're working with
- type of
embroidery machine you have
- a description of the problem
Please include all
of the information requested so that we can help you
troubleshoot the issue.
If you have
questions about the above, let us know! Send an email to