Troubleshooting
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      CS7 Download and Updating Troubleshooting

      Troubleshooting issues with downloading or updating CreativeStudio software

      While most people have a smooth transition to new versions of CreativeStudio, there are a few common scenarios and solutions. If these do not work for you please call Gammill Support at 417-256-5919 and we can assist you further.

      Installing or Updating CreativeStudio 

      For download files and full instructions for updating or installing CreativeStudio on a Statler or SAM computer, see the Install or Update CreativeStudio article.

      Please complete the update during Gammill Tech Support business hours which are now 8 a.m. to 8 p.m. central time 7 days a week.  To reach Gammill Support, call 417-256-5919.

      Installation Troubleshooting

      While most people are having a smooth transition to CreativeStudio 7.5, there are a few users running into errors.  Below are the common scenarios and their solutions. If these do not work for you please call tech support at 417-256-5919 and we can assist you further.

      Message says "This stitcher is not registered to your account."

      This message will always come up on a stand alone computer (one that’s not powering your Statler machine directly--such as a laptop, etc) because your SAM computer isn’t registered with Gammill.  This is a known issue, please click OK to bypass the message and use the software normally.

      If you are getting this message on your STATLER computer, please call Gammill Tech Support at 417-256-5919 and if you get the answering machine, please leave a message and we will return your call in the order it was received.

      Pattern Totals do not match when running PatternCloud Sync prior to updating:

      Beginning with CreativeStudio 7.5, Fonts are no longer included in the pattern count totals.  Any machine running a prior version of CS will have totals not match because of this update. Once your machine is updated to 7.5 the totals will match.

      "Sentinel Driver" error message

      This error comes up because you are running the install file that is still inside the zipped folder.
      The installer files look the same whether they are in a ZIP folder or an UNZIPPED folder, but only the one in the unzipped folder will install properly.
      1. Download the latest version of CreativeStudio
      2. After the download finishes, click the “extract all” icon. It will take a few seconds to complete the process.
      3. NAVIGATE TO THE FOLDER THAT YOU UNZIPPED THE INSTALLER FILE INTO.  You can tell if you are in a plain (non zip) folder because it won’t have the “Extract” button on the toolstrip.
      4. Double-click the exe file to begin the installation. Follow the instructions on screen.
       

      Error 1500: “another install is in process” 

      If you encounter error 1500 which says “another install is in process” just wait 15 seconds and then click “Retry”.

       

      Message says that Stitcher computer is not a Gammill computer

      1. In CreativeStudio go to Help > About > Activate Statler Version.
      2. Click on the little cloud/person icon to log out of your pattern database

       OR 

      3. Click the same cloud/person icon and log back in using your email address and patterncloud.com password.
      3b. If you don’t remember your password you can reset it by visiting https://patterncloud.com in a web browser and clicking the “Forgot Password” link.
      4. Shut down CS and then open CS again.
      If any errors or messages pop up, do what they tell you to do and then again close and restart CS.
      If any additional errors or messages pop up, do what they tell you to do and then again close and restart CS.
      When you are able to start CS and it immediately says “connected” with a green dot at the lower left corner of the screen, your install has been completed successfully.

      Cascade of error messages (one after the other), generally on Windows 7 computers

      This is caused when the Galiltools program has become damaged.  CreativeStudio cannot work properly if Galiltools is broken or missing –  it just keeps popping up error messages and as soon as you close one, the next one appears.
      1. Go to “add/remove programs” and find galiltools in the list.  Uninstall the program.
      2. Reboot the computer.
      3. Locate the installer file, you’ll find it thru Windows File Explorer.   Go to This Computer > C Drive > StatlerStitcher > CreativeStudio7.0  and it is called “GalilTools-1.6.4.165-Win-x86.exe”  Make sure to use the file ending with “x86.exe”, there may be another file there with a similar name.
      4. Double-click the file to install Galil Tools and step thru the prompts until installation is finished.
      5. Shut down the computer and then start it up again.
      6. Proceed with the normal installation of CreativeStudio.
      7. If during installation, any errors or messages pop up, do what they tell you to do and then again close and restart CS.  If any additional errors or messages pop up, do what they tell you to do and then again close and restart CS. When you are able to start CS and it immediately says “connected” with a green dot at the lower left corner of the screen, your install has been completed successfully.
      Note:  Downloads of CS come in a “zipped” folder.  It will NOT install properly unless you un-zip to a new folder, and navigated to the (not zipped) folder that has the freshly unzipped installer file.

      Error message says “Error in XML document”

      This is seen if the Stitcher Definition file becomes damaged.

      1. Navigate to the C drive, then go into the “StatlerStitcher” folder, and then into the “CreativeStudio7.0” folder.

      2. Find the file called “StitcherDef.defxml” and delete it.

      3. Replace it (in the same folder) with an undamaged copy of the file, click HERE to download.

      4. Rename the “StitcherDef.txt” file that you just downloaded, to “StitcherDef.defxml” and approve the warning message that tells you that renaming file extensions is a bad idea.

      5. Reboot your computer.

      6. Start up CreativeStudio

      7. Go to Tools > Technical Support > Reset CS Configuration and choose the correct Controller type to match your system.  The software will prompt you thru a couple steps. 

      If during installation, any errors or messages pop up, do what they tell you to do and then again close and restart CS.  If any additional errors or messages pop up, do what they tell you to do and then again close and restart CS. When you are able to start CS and it immediately says “connected” with a green dot at the lower left corner of the screen, your install has been completed successfully.