If ES e4 software crashes or shows a System Error too often, please send an Issue Report

If ES e4 software crashes or shows a System Error too often, please send an Issue Report

 

IMPORTANT: Please make sure you quoted the Dongle tag number in the issue report form, so we can find your user account and the details of your ES e4/ ES DE HL software in our system. 

 

With ES e4/ ES DE / ES DE HL, we implemented a new utility to let our users send an issue report to us. Please find this command in the screenshot below:


ES DE / ES DE HL




ES e4.5




 

In an issue report, it will collect the error log files that are kept in the "Recover" folder of ES e4 installation folder, ES e4 configuration file, and PC information file and upload them to our server.


ES DE 
C:\ProgramData\Wilcom\EmbroideryStudio\Digital Edition\26\RECOVER

ES DE HL 
C:\ProgramData\Wilcom\EmbroideryStudio\Digital Edition HL\26\RECOVER

ES e4
C:\ProgramData\Wilcom\EmbroideryStudio\e4\RECOVER



Our tech support will receive the issue report by email and download those collected files to analyze the issue and will get back to the issue report sender ASAP.

 


    • Related Articles

    • What CorelDRAW version can be integrated with ES e4.5?

      EmbroideryStudio e4.5 is compatible with the following CorelDRAW® products ONLY. CorelDRAW® Graphic Suite 2017 version/build 19.1.0.419 - Bundled with ES e4 CorelDRAW® Graphic Suite 2020 version/build 22.1.0.517 - Bundled with ES e4 CorelDRAW® ...

    • NO DEFAULT MAIL CLIENT DETECTED when sending design via email.

      Scenario: The error prompts when you send a design via email. Error: No default mail client detected. This error concludes that the default app is a webmail, then it cannot work. It has to be a Desktop email client, for instance, Outlook 365. If not, ...

    • ES crashing when launching CorelDRAW on a second monitor

      Problem: Wilcom EmbroideryStudio crashes when switching to CorelDRAW on a second monitor (non-primary) Solution: Please follow the steps accordingly: Start ES on your primary monitor Right-click on the toolbar icon, then mouseover "Wilcom ...

    • How to Report Autodigitizing Problems

      INTRODUCTION Autodigitizing is the process to create an embroidery design from an uploaded image and also to create a Trueview image of the design. API customers may find that the resulted embroidery file or the Trueview image does not produce the ...

    • Installation Support for ES e2

      Please note: the following video is for ES e2. For the current version, e3, we have improved the procedure of inserting the Access Code. A new Access Code can be inserted into the Dongle automatically via the Internet during the installation. So, ...