Contacting SupportWhen you are having trouble with a design or have a question, use menu command Help | Troubleshooting. Can't download price fileIf you can't get the price file due to a firewall, click here. Version 1.43 or 1.44 will not upgradeUse the direct download option on the download page instead of the download utility to upgrade. Program crashes or freezesTry: - Menu Help | Self Test to see if there is a video compatibility issue.
- Even if the above test passes try indicating that the test failed and follow the instructions.
- Try Help | Troubleshooting and indicate to send in your design. Explain that you are experiencing crashes.
Downloading difficultyClick here. Error on installing "Could not initialize installation..."Click here. Screen painting and video problemsIf the drawing area behaves strangely, in the application try Help | Self Test. App does not openConsider renaming the last used .ems data file. Doing so will hide the file from opening on startup. Design does not pass analyzerTry this approach: - Make a backup copy of your design.
- Delete each line - one at a time - not all together.
- Repeat for each view.
- Use Edit | Undo to add one line back to drawing.
- See if the design passes the Analyzer.
- If passes, continue Undoing the deletions. If you find a line creating trouble change it to Comment to Machinist.
- Repeat the process to find the most features that the software will allow.
- Create the problematic features using the Comments To Machinist feature.
Can't Place OrderIn case of difficulty placing an order please check Edit | Preferences | Ordering. If you are unable to place an order using Direct and Indirect methods, consider trying again after an hour. The problem might be caused by a temporary internet or connection problem that will resolve itself with time. Screen appearance and Startup problemsIf you encounter any of the following problems your video adapter driver might not support certain features needed by the eMachineShop software: - the workspace drawing area does not display properly
- the 3D preview gives errors or freezes
- you get error messages on startup
- application crashes or locks your computer
To resolve the above try these solutions: - Activate the graphic libraries installed with the eMachineShop software by choosing Help | Self Test | Next | Error | Activate | OK.
- Set Control Panel | Display properties | Display | Settings | Advanced | Troubleshooting | Hardware Acceleration to "None".
- Update your video driver by visiting your video adapter vendor's web site. (Note, that even newer adapters are often shipped with the outdated drivers which require updating.)
PrintingTry one of these: - Close and reopen the application.
- Restart Windows.
- Print from another application to determine if the problem is at the printer.
- Check all the settings in the Print Design dialog and the dialog reached from the Print Setup button in the Print Design dialog.
HHCTRL.OCX errorIf you can't access the application help or get an HHCTRL.OCX error, you are missing the newer Microsoft help engine called HTML-help (supported beginning with Windows 98). Please download from microsoft.com. | General InformationWhat software version do I have? Choose Help | About from the program menu. Corrected Issues Issues already corrected in the latest download are listed here.
Why did you remove or change a feature in an upgrade? We try hard to make all upgrades do everything prior versions did and with the same commands. We know how difficult it can feel to relearn a command. However, occasionally we remove or change a command. The reasons are sometimes explained in the upgrading chapter. Generally we make these changes to align with strong conventions of other products. If everyone in the world uses F2 for edit and we were using it for something else, we'll probably change it in an upgrade making it easier to learn and use other products along with ours. Also, sometimes we move rarely-used commands to a less visible part of the interface to keep menus simple. How can I make a suggestion? We are very interested in your suggestions. We understand that the features and capabilities you want added can be very important to you. The best way to make suggestions is here. We can't implement all ideas, but we do listen and implement many customer suggestions. Do you plan to add ability X? We do not publish our plans. However we do keep a large database of customer requests and we carefully review the database periodically. When will you make the change I requested? Although we appreciate requests for new capabilities, we don't publish and often don't know when or if a change will be incorporated. This is because we have to prioritize a large database of customer reports and suggestions and cannot implement everything. We do not offer commitments as to whether a specific change will be made. If there is a change that you feel you need now we encourage you to find a way to work with our current capabilities and ask for your patience. We do expend significant effort prioritizing the requests of our customers and encourage you to watch our web site for news. |
