Reporting auto-digitizing problems

Reporting auto-digitizing problems

Auto-digitizing converts uploaded images into embroidery designs (EMB) and TrueView previews. Sometimes the results may not match expectations – for example, if the image is too large, too fuzzy, or even a photograph. When this happens, it’s important to provide Wilcom Support with all the details so the issue can be reproduced and diagnosed.

What to include in your report

When contacting Wilcom Support, please send:

  1. Original image/artwork – exact file used in the API call, not a screenshot, not resized or edited.
  2. Resulting embroidery design – from ArtworkDesign call.
  3. Resulting TrueView PNG – from ArtworkDesign or ArtworkTrueview calls.
  4. Clear description of what’s wrong or unexpected – e.g. which part of the image/design failed.
  5. API endpoint used – e.g. V2.0 or V4.5a.
Info
Support engineers need to repeat your steps exactly to see the same issue. If they cannot reproduce the problem, they cannot solve it. For further help, contact support@wilcom.com.
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