If a problem occurs, click [Help], then [Customer Support] in the menu to visit the following Web site, where you can find causes and solutions to various problems and answers to frequently asked questions.
If you have a problem, check the following solutions. If the solutions suggested do not correct the problem, contact your authorized dealer or Brother Customer Service.
Problem | Estimated Cause | Solution | Page |
---|---|---|---|
The software is not installed correctly. | An operation not described in the installation procedure was performed. (For example, Cancel was clicked or the "PE-DESIGN Software Key" was removed before the procedure was completed.) | Follow the instructions as the software installs to correctly install the software. | See "Reference Guide". |
The message "No PE-DESIGN Software Key is connected. Please connect a PE-DESIGN Software Key." appeared. | The "PE-DESIGN Software Key" is not connected. | Check that the "PE-DESIGN Software Key" appears in the computer's list of removable storage devices. If it does not appear, unplug the "PE-DESIGN Software Key", and then plug it in again. | |
The information on the "PE-DESIGN Software Key" is corrupted. | Leave it plugged in, and uninstall, then re-install PE-DESIGN 11. | ||
When trying to upgrade from an older version, the message "Cannot connect to the Internet." or "The server could not be connected to. Wait a while, and then try connecting again." appeared and "PE-DESIGN Software Key" could not be upgraded. | The computer with "PE-DESIGN Software Key" connected to its USB port could not establish a connection to the Internet. | To upgrade "PE-DESIGN Software Key", the computer with "PE-DESIGN Software Key" connected to its USB port must connect to the Internet. If firewall software is being used, it must be temporarily disabled during the upgrade. If a connection to the Internet cannot be established, contact your authorized dealer. |
Problem | Possible Cause | ||
---|---|---|---|
Cause | File Format | Solution | |
The error message "Unexpected file format" appears. or Your embroidery pattern or image cannot be opened. | When opening an embroidery pattern (Application button > [Open]) | .pes | The data may be corrupted. |
.phc, .phx (machine embroidery format) | The file cannot be opened, but it can be imported. → ([Home] tab > [Import Patterns] > [from File]) Otherwise, convert the file to the PES format, and then open it. | ||
Other manufacturers' compatible formats (.dst, .hus, .exp, .pcs, .vip, .sew, .jef, .csd, .xxx, and .shv) | The file cannot be opened, but it can be imported. → ([Home] tab > [Import Patterns] > [from File]) Otherwise, convert the file to the PES format, and then open it. | ||
Incompatible formats | The file cannot be used. | ||
When importing embroidery patterns ([Home] tab > [Import Patterns] > [from File]) | .pes, .phc, .phx Other manufacturers' compatible formats (.dst, .hus, .exp, .pcs, .vip, .sew, .jef, .csd, .xxx, and .shv) | The data may be corrupted. | |
Incompatible formats | Convert the file to a compatible format, such as PES, and then use it. | ||
When opening a background image ([Image] tab > [Open]) or When opening an image for Stitch Wizard (Auto Punch, Photo Stitch 1 and 2, and Cross Stitch) | .bmp, .tif, .jpg, .wmf, .png, .eps, and .gif | The data may be corrupted. | |
Images in formats other than those listed above | The file cannot be opened. → Use an image in one of the formats listed above. | ||
When importing an image as an embroidery pattern ([Home] tab > [Import Patterns] > [from Vector Image]) | .wmf, .emf, and .svg | The data may be corrupted. | |
Vector images in a format other than .wmf, .emf, or .svg | Convert the file to the .wmf, .emf, or .svg format, and then import it. | ||
Raster images (.bmp, .jpg, etc.) | Currently, these files cannot be imported. Open them in the background and use them for tracing. |