bernina embroidery software 8 support guide

BERNINA International AG Seestrasse CH-8266 Steckborn

BERNINA Embroidery Software 8

Support Guide

Pfad und Name Dokument: H:\Softwareprojekte\Sticksoftware\Designer_V8\SW Support\V8 Support Process\BES 8 - Support Guide.docx

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Revision History Date Version Description Author Oct 2016 First draft Wilcom 1.0 Wilcom 20 Oct. 2016 2.0 Urs Schachenmann 07.11.2016 2.1 Philippe Ramel Document Properties Ablageort: H:\Softwareprojekte\Sticksoftware\Designer_V8\SW Support\V8 Support Process\BES 8 -

Support Guide.docx

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Table of Contents

Revision History .................................................................................................................... 1

Document Properties ............................................................................................................. 1

Table of Contents................................................................................................................... 2

Antivirus software related issue .................................................................................... 3 0 Activation related issue .................................................................................................. 8 11.1 Communication Issues with Activation Server .................................................................. 8 1.2 Invalid Dongle .................................................................................................................... 10 1.3 Reached Activation Limit .................................................................................................. 10 1.4 Failed Update ..................................................................................................................... 11 1.5 Blocked Internet Explorer / Error Code 128 ..................................................................... 12

Security related issue ................................................................................................... 13 22.1 A Valid license to run BERNINA Embroidery Software could not be found .................. 13 2.2 Internal Error: HASP API returned (64) ............................................................................. 15 2.3 HASP_ACT_ORDER_ALREADY_BURNED....................................................................... 16

System Error .................................................................................................................. 17 3 Design thumbnails issue .............................................................................................. 17 4 How to check BES V8 key activation remaining?....................................................... 18 5 Windows Anniversary Update has caused BES V8 software not to run .................. 18 6 Digitally Signed Driver .................................................................................................. 19 77.1 System Unable to Detect Digitally Signed Driver ............................................................ 19 7.2 How to Enable Driver Signature Enforcement if Needed ................................................ 20

Issues with 4K Monitors using BES V8 and CorelDRAW X6 SE ............................... 21 8 Manual is not showing .................................................................................................. 21 9

Data Transfer not working ......................................................................................... 23 10 Offline Activation Process ........................................................................................ 23 11 Corel Issues ................................................................................................................ 24 12 None visible Library (Win 7 / 8 / 10) .......................................................................... 28 13 Fatal Error – Exception Access Violation ................................................................ 28 14 How to setup Embroidery Software V7 for Update ................................................. 29 15 V7 Dongle with USB 3 Interface ................................................................................ 30 16 Design error message ............................................................................................... 31 17 Empty USB Stick ........................................................................................................ 31 18 License FAQ ............................................................................................................... 32 19



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These are the common issues that are currently affecting BERNINA V8 software.

0 Antivirus software related issue Symptoms Error Message: Time Limit on ID # has run out Or V8 disappeared from computer Solution If BES V8 is unstable during usage, it may be caused by the antivirus software. It is crucial that “BERNINA” installation folder should be put in the exception/exclusion list of antivirus software after BES V8 installed. The following is two examples for the popular antivirus software:

i) AVG



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ii) Malwarebytes



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1 Activation related issue Activations are PC specific, 1 activation, 1 PC. On that specific PC, the software can be uninstalled/installed without affecting the number of used activations providing the PC has not had any significant changes like motherboard, CPU and so on. In fact, on any given PC, after the software has been activated, the activation dialog will not show again no matter how many times the software is installed/uninstalled. It is only if the product key needs to be re-entered that it will use another activation. We need to separate out the five classes of error:

1. Activation Issue 2. Invalid dongle

a. Send me the product keys for each of these types of error b. We will manually enable them so the customer can try and activate

3. Reached activation limit a. Use the method sent previously to manually activate the product

4. Failed Update

1.1 Communication Issues with Activation Server Symptoms Time Out Error (0x800C0005)

Solution It might be an IE browser setting issue. Please follow the procedure below 1) Set IE as default browser. 2) In IE Internet Options > Advanced tab, click on Reset button to reset IE Now, try to activate BES again.



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Symptoms Time Out Error (0x800C0008)

Communication with Master key has failed

Solution Activations are being used but BES V8 software was not activated. Please escalate the issue to Wilcom Support. Wilcom Support will carry out an offline activation on user’s PC via a remote session. Please include the end-user registration information when escalating the issue: First Name Last Name Email address Street City Country Zip



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1.2 Invalid Dongle The attached dongle is not valid for this update

Security device not found / dongle is fried

1.3 Reached Activation Limit Symptom This Product Key has reached its activation limits

Solution: Manual Software Activation To activate the software manually you need to go to the activation site, enter the product key and load the license with the RUS application on the client’s PC. The following procedure will allow the product to be activated on the PC on which the software was attempted to be activated. Please find the procedure below:



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- Go to this link: https://activation.wilcom.com/ems/customerLogin.html (the customer login is available to all users)

- Log in using their product key - Click "View" (next to Previous Activations) - Press "RUS" to download the RUS application - Press "Download V2C" to download the V2C - Run the RUS application and do "Apply License", pointing it to the V2C Please note: if Norton is installed, Norton will give a warning about running RUS executive file. By default, it is blocked. User must allow it to run.

1.4 Failed Update Symptom Entering an Update Key that is not enabled.

Solution The product key for this particular issue is not a case where all the activations have been used. This key is for an update that appears to have failed but killed the dongle. The issue is that the product key is disabled and has failed to be enabled by the process. You cannot access the customer portal using a disabled key which is why on this case you got the error that the login is restricted. For the key that’s part of this email, Wilcom has to enable it.

https://activation.wilcom.com/ems/customerLogin.html



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1.5 Blocked Internet Explorer / Error Code 128 Symptom

Solution Reset Internet Explorer settings on default values



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2 Security related issue

2.1 A Valid license to run BERNINA Embroidery Software could not be found

Symptom After Windows updates (e.g. Windows 10, Anniversary Update, Build 1607), some may get this error message:

• Valid license could not be found. • Reinstall HASP Drivers.

Solution Reinstall HASP driver from the program menu. For Windows 7: Go to Programs> BERNINA Embroider y Software 8> BERNINA Software 8 Tools, click on Reinstall HASP Drivers



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For Windows 8 & 10, go to Apps> BERNINA Embroidery Software 8> Reinstall HASP Drivers

Or Install newest HASP driver, by following the instruction below:

1) Download latest HASP driver http://www.safenet-inc.pt/support-downloads/sentinel-drivers/

2) unzip the downloaded file 3) go to folder and do copy for this file: haspdinst.exe 4) paste it in this folder as the convention: C:\HASP 5) now run cmd as run as administrator

a) right click on the Windows “Start” button b) In the right click menu, click on “Command Prompt (Admin)” menu c) Click on OK button in the warning message to allow it to run

6) In Command Prompt box, type command line: i. C:\HASP\haspdinst -r -purge

7) Hit “Enter” key Note: seconds later, it says it ran successfully._

8) In Command Prompt box, type command line: C:\HASP\haspdinst -i -kp

ii. Hit “Enter” key iii. Note: seconds later, it says it ran successfully. At this point, the reinstalling HASP driver procedure

is done. iv. After this new HASP driver installed, please install BES V8 again. During installation, it will skip the

installation of old HASP driver.

http://www.safenet-inc.pt/support-downloads/sentinel-drivers/



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2.2 Internal Error: HASP API returned (64) Symptom

Solution "Internal error Hasp API returned (64)" on computers that just had the latest windows 10 update, cannot be fixed by reinstalling HASP driver! Please follow the instruction below to fix the issue: • Check Sentinel Keys from the link: http://localhost:1947/_int_/ACC_help_index.html • It there is a “cloned” detected error:

• Remove the “cloned” Key ID file from the folder below: C:\Program Files (x86)\Common Files\SafeNet Sentinel\Sentinel LDK\installed\112801 • Stop and Start “Sentinel LDK License Manager” service in the “Component Services” dialog box:

http://localhost:1947/_int_/ACC_help_index.html



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• Run BES V8 again Note: it will open activation dialog box, as if the V8 key has never been activated on this PC. Therefore, it requires to use one activation. This can be requested to be returned via Wilcom Support. BES V8 can start up normally after activation.

2.3 HASP_ACT_ORDER_ALREADY_BURNED Symptom

Solution It is also caused by “Cloned” detected issue, and the same as “Internal Error: HASP API returned (64)”. Please refer the solution in the 4.2 above.



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3 System Error Symptom: “System Error” occurs when starting up the BES V8 software. Solution: i) It occurs when first time launching BES V8 after BES V8 installed

a) Try “Run as administrator” ii) It occurs on one day after BES V8 has been OK for a while since installation

a) Do Purge Recovery b) Do Revert for Defaults

4 Design thumbnails issue Symptom No Design Thumbnails displayed when in large icon view. Or Error Code: -5001 : 0x8000ffff Or Error Code: 0x8007000 Or Error Message: Windows\System32\msvcp120.dll is either not designed to run on Windows or it contains an error... Solution Make sure no third party design thumbnail software installed. If there is one, uninstall it. And then run the utility software below. The third party design thumbnail software can be Iconizer, or Embrilliance Thumbnailer. Run a utility software that can be downloaded from the link below: https://www.dropbox.com/s/pz68zid7w0q9vqj/_RegisterEMBShellExt.zip?dl=0 a) Download the file on user's PC b) unzip the downloaded file to a folder c) get into the folder and double clicking on "RegisterEMBShellExt.exe" Comment 1 Error Codes, such as "0x80070005" are caused in one way or another by misconfigured system files in your windows operating system. It is unclear why it can happen. We developed a utility software to overcome this Windows error and to force "EMBShellExt.dll" registering to go through. When running that utility on your PC, in its log it shows some error for few file formats. It suggests that the current user has no privilege to overwrite those file formats' registration, although you are the admin user on your PC. It is caused by the third party embroidery software which seems deliberately lock-up those file format registration. However, in theory, there should be a way to manually "unlock" them. After they are "unlocked", we can run utility again.

https://www.dropbox.com/s/pz68zid7w0q9vqj/_RegisterEMBShellExt.zip?dl=0



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Comment 2 Support note is replaced by utility above.

Bernina V8 Display of Thumbnails Support N

5 How to check BES V8 key activation remaining? Many customers enquires about how many activation remaining. Use the link provided below to login with the product key and find the activation details https://activation.wilcom.com/ems/customerLogin.html

6 Windows Anniversary Update has caused BES V8 software not to run

Symptom After Windows 10 major update, BES V8 can no longer run. After the software is uninstalled, it cannot be installed again. Solution At the moment, the solution is to restore Windows to the early point to get rid of this major update with the procedure below: 1) Go to System > System Protection 2) click on "System Restore" button 3) select the early point that before the major update Wilcom is currently investigating this issue.

https://activation.wilcom.com/ems/customerLogin.html#_blank



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7 Digitally Signed Driver

7.1 System Unable to Detect Digitally Signed Driver Symptom

Solution As per Microsoft’s system status code list, error 577 means “Windows cannot verify the digital signature for this file.” (This is the last set of numbers in the status code as shown in the error screenshot) All the driver files included in our runtime installer are digitally signed. However, in this case, the system is unable to detect the digital signature. Following are the possible reasons for this behaviour- • The Certificate Store Database of the Operating System is damaged. This kind of operating system

corruption can be fixed only by OS reinstallation



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• Any antivirus program may be blocking the access to the OS Kernel causing the digital signature verification tool of the operating system to fail with this error.

This is not specific to Sentinel Drivers. Installation of any Kernel Level Drivers may fail with same error in such cases. Please follow these steps to get further information 1. Click on Start > Run 2. Enter “sigverif” in the Run window. This should open the Signature Verification Tool 3. Click on Start. This will check the digital signatures of all drivers installed on the machine 4. Share the screenshot of the output window showing the list of all unsigned drivers installed on the

machine 5. Open the location “C:\Users\Public\Documents”. Share the logfile “SIGVERIF.TXT” from this location 6. The screenshot shows Norton Security installed on the machine. This may be the cause of issue as

mentioned in possible reasons above. Try installing the drivers after uninstalling Norton Security. Norton can be installed again after the drivers have been successfully installed

7. Also share the setupapi.dev.log file from “<system drive>\windows\inf\” folder if you still face the same error after removing Norton Security

7.2 How to Enable Driver Signature Enforcement if Needed Symptom Signatures – Windows 10 driver sign in issue after Anniversary Update 1607 Solution You can enable driver signature enforcement whenever you need. Try the 2 methods. Both requires to type commands in Command Prompt window. To enter Command Prompt, refer to Top 2 above. Method 1. If you disable driver signature verification through Troubleshoot, type the following commands: • bcdedit.exe -set load options DDISABLE_INTEGRITY_CHECKS • Restart your computer. Method 2. If you turn off driver signature verification with the 2th method, try the command below: • bcdedit /set test signing off • Reboot your computer. Driver signature enforcement comes with some changes after the Windows 10 anniversary update, aka version 1607, which result in failing installation of many third-party drivers. Instead of the PCs updated or upgraded from a previous version of Windows, the driver signing changes only affect those PCs installed Windows 10 anniversary or version 1607 directly. http://www.drivethelife.com/windows-10/driver-signature-issue-on-windows-10-anniversary.html

http://www.drivethelife.com/windows-10/driver-signature-issue-on-windows-10-anniversary.html



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8 Issues with 4K Monitors using BES V8 and CorelDRAW X6 SE Symptom Using BES V8 on a 4k resolution screen will cause icons and certain dialogs not display properly.

Solution At the moment the suggestion is to use a higher screen scaling at 150%. Wilcom is working with our partner Corel in improving this behaviour and also supporting the 4K resolution.

9 Manual is not showing Symptom After installingV8 upgrade, reference manual and release notes do not work. Under the help menu, the reference menu and release notes do not open.



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Solution 1 When user installed the software, he probably unselected on screen help and user manuals. Check if the referencemanual.pdf and mainhelp.chm is installed here C:\Program Files (x86)\BERNINA\Embroidery Software 8\BIN\ENU. If they are present copy these files to the BIN folder.

Solution 2 Or run setup.exe from USB installation stick and select “Change program”, then tick the empty check boxes for Help and User Manual.



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10 Data Transfer not working Solution

1. Update firmware of machine, update Active Sync / Mobile Device Center in Windows 7/8

2. Set

11 Offline Activation Process Solution Forward all information, especially Product Key Number and eMail address of your Customer, via Ticket system to BI. BI will inform Wilcom to get in touch with your Customer to do an Offline activation.



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12 Corel Issues Symptoms Corel is not working or error messages appear.

Solution Deinstall Corel X4 / X6 and reinstall Corel over setup.exe of installation USB stick. Deinstall Corel over C:\Program Files (x86)\Corel\CorelDRAW Essentials X6\Setup

Delete Corel folder(C:\Program Files (x86)\Corel) before installation



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Install Corel over V8 setup: Plug USB stick in and start setup.exe ( this way the series number for Corel is loaded automatically).



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Tick check box for Corel and continue.

Add Admin rights: Right click on desktop icon > Properties > Change properties for all users > Run program as administrator



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Other Solutions For Windows 7 and 8 refer to: https://www.wilcom.com/en-us/gethelp/support/faqs/coreldrawrelatedissues.aspx For Windows 10, it is different. Please get PC information file and WinAudit files and send to Wilcom Support. We need to escalate the issue to Corel support.

https://www.wilcom.com/en-us/gethelp/support/faqs/coreldrawrelatedissues.aspx

https://www.wilcom.com/en-us/gethelp/support/faqs/coreldrawrelatedissues.aspx



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13 None visible Library (Win 7 / 8 / 10) Activate checkboxes

14 Fatal Error – Exception Access Violation Sympton Exception Code c000000005, I keep getting this error when I try to save to my designs. Also when I open up my designs I keep getting a warning that I can’t open a template.

Solution

3. Install the latest graphical adapter driver 4. Remove old and install latest HASP driver



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15 How to setup Embroidery Software V7 for Update

Normally, there is no extra job that user should do with update. From user point of view, it is supposed to be a simple procedure. However, on some PC, situation can happen. When things go wrong, we do have a checklist to check:

• BES V7 installation folder should be put in the exception list of antivirus software and then do a software repair for BES V7 (antivirus software may have touched some files)

• Set BES V7 shortcut “Run as administrator“ If it still cannot work, for you, as BES tech support, please try “msconfig” to rule out third party services. If still not working, then stop all of the “Startup”. Please note: • With msconfig, you hide Microsoft services. • With msconfig, you do not turn off SafeNet service (that is for Dongle) • With msconfig, you do not turn off remote session service (if you are doing it remotely via remote session)

• • if BES V7 can start up normally after the third party services disabled or the Startup stopped, the it is users’

responsibility to ask a PC technician to find out which service or Startup conflicting with BES V7 software. It is not your job to find it out.



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16 V7 Dongle with USB 3 Interface Problem BES V7, USB 3 beeping, when I restart my computer, the old dongle driver automatically re-installs and the beeping is back Solution Please try the latest HASP driver V7.50, http://sentinelcustomer.safenet-inc.com/DownloadNotice.aspx?dID=8589947873 It is the command line installation. Please follow the procedure below: Download the file and put it in the C:\HASP folder. 1) run cmd via "Run as administrator"

i. In case you have Windows 10, a. right click on the Windows “Start” button b. In the right click menu, click on “Command Prompt (Admin)” menu c. Click on OK button in the warning message to allow it to run

ii. in case you have Windows 7, a. in Windows run box, type: cmd b. under Programs, right click on “cmd” c. in the right click menu, click on “Run as administrator

2) In Command Prompt box, type command line (you may copy and paste it into the box): C:\HASP\haspdinst -r -purge

3) Hit “Enter” key Note: seconds later, it says it ran successfully. 4) In Command Prompt box, type command line: C:\HASP\haspdinst -i –kp 5) Hit “Enter” key Note: Seconds later, it says it ran successfully. At this point, the reinstalling HASP driver procedure is done.

http://sentinelcustomer.safenet-inc.com/DownloadNotice.aspx?dID=8589947873



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17 Design error message Symptom Occasionally while I am saving I get a message that says, "Found objects not supported in output version. Do you want to continue?" I always say yes (although one time it crashed my program after I clicked Yes) and almost always I can continue working with no further problems. What exactly does this text mean? Should I worry about it, should I change something to get rid of it? Solution This message means that the design has features that are new in Software 8 that were not in a previous version. If the consumer saves the design in an older version, this message will be received. Yes, that is what Debbi explained. For instance, "Raised Satin" is a new stitch type in BES V8 and not existed in BES V7. When user saves the design file to a V7 Art file, or course "Raised Satin" cannot be kept in V7 Art file. That warning must come up to warn user.

18 Empty USB Stick Symptom USB stick shows that the stick is empty, but then another drive appears and is a CD drive with all of the installation files.

Solution The drive with the installation files is read only so the installation files cannot be over written. The other drive has been made available for storage of user files and is read/write enabled. For instance, the read write section could be used for designs or to store license transfer files like the Bernina RUS utility and the license information files. Yes, we made some trick for BES V8 USB memory stick. When you plug in the BES V8 USB drive it will show two drives one is a virtual CD drive which has the installation files and the other is a USB disk which you can use freely as a USB drive. It’s so the auto-run can run from the installation.



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19 License FAQ • Each product key has three activations. The idea of this is to allow for installation on two different devices

and have a third activation as a spare for the possible “crash” scenario. • The license can be moved from one working PC to another. Documentation on how to do this is in the

process of being written and tested. • In the event that a customer experiences a crash and has used all three activations, the product key can

have the number of activations increased at the request of Bernina. This also applies to the case where a customer has updated their hardware and forgot to move the license prior to the source PC being replaced.

• The software license is still covered by the same conditions in the license agreement as the hardware dongles. It is a single, non-transferrable license and while the software can be installed on more than one device, it is deemed that, as the product key is sold to an individual, they will only be running the software a single device at any one time.

Is there any way that you can tell if the activations are on the same computer or 2 different ones? • can only be spent once on one PC. That means user can feel free to uninstall and reinstall BES V8 on one

PC. However, for the situation of reinstalling Windows OS, activation can be lost. From the activation record, we cannot tell if two activations spent on the same PC, as the consequence of Windows OS reinstallation. It looks that two activations were spent on two different PCs. That is the limitation of tracking activation activity.

Wilcom is currently looking into whether or not they are able to identify the location of the PCs on which the software has been activated to help determine of any one customer is in breach of the license agreement. They can already tell if the software has been installed on multiple different devices. Over the last week I have gotten several customers telling me that the activation did not require them to insert the old dongle. How is that possible? • That depends on the BES V8 key. The key status is different for the full installation of BES V8 and the

updating installation of BES V8. Could you please double check the BES V8 keys are for the full installation of the update installation? The thing is that after key activated, we won't be able to tell if the key was for the full installation or was for the update installation with its status in our system.

• The old dongle is deactivated on the first update / upgrade installation, afterwards the 2nd activation onwards does not require the old dongle as it has already been de-activated during the first installation

Unfortunately, at the moment there’s no way to de-activate a license on the PC. That is the limitation for BES V8 security. Registration does not