Problems with Software

New versions fix things and add features. This will document those changes. If you had a Feature Request and we have implemented it, we've moved the topic here for posterity.
Joined:Fri Mar 11, 2011 8:33 pm
Problems with Software

Post by deedeeheit » Sat Mar 12, 2011 11:28 am

I purchased the convert it software for macintosh with the thumbnail software. I downloaded the software from the shopping cart and tried to installed it. I have not received the "auto" email yet with the serial number, but tried to launch the convert it software and it just sits there and spins. The main background comes up, but the spinner comes up on the screen and when I go to the finder it says Not Responding and I have to force quit it. I tried reinstalling a few times to no luck.

I also purchased the embrilliance software which I have yet to receive a serial number for. I can launch this software, but it keeps asking me for the serial number. I have checked my email and checked my spam folder and no email from either embrilliance or convert it with serial numbers.

I also tried to install the thumbnailer software and it crashes every time.
I've tried redownloading it and it still does it.
Here is a portion of the error:

Process: EmbrillianceThumbnailer [8607]
Path: /Volumes/Convert It, Mac Installer/Embrilliance Thumbnailer
Identifier: com.britonleap.qlgenerator.EmbrillianceThumbnailer
Version: 1.1 (1.1)
Code Type: X86 (Native)
Parent Process: launchd [150]

Date/Time: 2011-03-12 11:11:05.918 -0600
OS Version: Mac OS X 10.6.6 (10J567)
Report Version: 6
Sleep/Wake UUID: 14718AB8-C8CF-4D18-A0C1-04A8B6D937C0

Interval Since Last Report: 259189 sec
Crashes Since Last Report: 13
Per-App Interval Since Last Report: 543 sec
Per-App Crashes Since Last Report: 7
Anonymous UUID: BF1BB566-F2F6-4D23-A226-06C3A7D412A2

Exception Type: EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Crashed Thread: 0 Dispatch queue:

Application Specific Information:
abort() called

Thread 0 Crashed: Dispatch queue:
0 libSystem.B.dylib 0x963a0176 __kill + 10
1 libSystem.B.dylib 0x963a0168 kill$UNIX2003 + 32
2 libSystem.B.dylib 0x9643289d raise + 26
3 libSystem.B.dylib 0x964489bc abort + 93
4 libstdc++.6.dylib 0x97fe4fda __gnu_cxx::__verbose_terminate_handler() + 433
5 libstdc++.6.dylib 0x97fe317a __cxxabiv1::__terminate(void (*)()) + 10
6 libstdc++.6.dylib 0x97fe31ba __cxxabiv1::__unexpected(void (*)()) + 0
7 libstdc++.6.dylib 0x97fe32b8 __gxx_exception_cleanup(_Unwind_Reason_Code, _Unwind_Exception*) + 0
8 libstdc++.6.dylib 0x97fe3658 operator new(unsigned long) + 101
9 libstdc++.6.dylib 0x97fe3703 operator new[](unsigned long) + 17

I am using mac osx version 10.6.6, 2.93 ghz intel core i7, with 4 gb of memory. I run photoshop, indesign, illustrator, quark, word, excel, powerpoint on this machine with no problems at all.

How long does it take to get the serial numbers for these products? The convert it won't even launch to the point of asking for a serial number and the thumbnailer won't either.

User avatar
Site Admin
Joined:Fri Dec 03, 2010 5:37 pm

Re: Problems with Software

Post by Admin » Sat Mar 12, 2011 1:40 pm

Thanks for your purchase!

I've asked David to call you because your email refuses to accept the invoice email. He'll have that and once we can get email to you, we'll make sure you have a copy.

He'll also be able to help you with the crashing. It looks to me like your system is not allocating memory. While I haven't seen this, it looks like a system or permission issue. We occasionally run into these. But he'll get you up and running. We always do.

I'm sorry for your compound frustration. But if you have a little patience, we'll make it all good. And in the really rare event that we don't, it's refundable.


Embroidery software and designs for Mac and Windows.
"Embroidery for the Rest Of Us!"


Who is online

Users browsing this forum: No registered users and 0 guests