Resolving Pro-Stitcher Issues

We are going to cover the error conditions that may occur with a Pro-Stitcher.  This is not a guide to instruct you on how to use Pro-Stitcher.  The MK Quilts University has hours of popular video training to help you learn how to use PS.
It is important to understand that the Pro-Stitcher (PS) is more than just the Windows tablet that runs the PS software.  The important work is done by the motors in the carriage that moves the machine.
If you are running a very old version of Pro-Stitcher, you may be running the STANDARD version instead of the PREMIUM version.  There are even a few predecessors to the Standard version.  This guide is only written to address Pro-Stitcher Premium (5xx).  The new PS Connect versions (7xx) came out in late 2023.
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RECOMMENDED PS VERSION
MK Quilts continues to use PS Premium version 537 on the four Amara family machines in the shop.  PS Connect version 737 should be used for all Moxie family machines (or other machines using PS-Lite).  All supported tablets (Windows 10+) can be updated to 737.  But we recommend loading all Windows updates and then turning WIFI off before backing it down to 537.  There is a full course video on the MKQU demonstrating the processes.
THIS IS NOT AN OFFICIAL HANDI QUILTER DOCUMENT.  All information contained in this document are the responsibility of MK Quilts.  Recommendations for changes should be emailed to [email protected].
The PDF version of this file has photos and formatting to allow for printing.  If you find this helpful, consider becoming a Premium MKQU or Machine Owner Technician Training member.
resolving_pro-stitcher_issues_230202.pdf
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There is updated information about PS versions on this website that has not been updated in the PDF.
Pro-Stitcher will not power up
If you do not get any indicator light when trying to boot the PS tablet, refer to the hardware troubleshooting guide.  If the tablet boots to Windows, but the Pro-Stitcher software never starts, continue with this guide.
Pro-Stitcher will not boot properly
This does not include the "USB Communication Error" that you get booting if the tablet can not communicate with the machine or carriage.  Pressing ignore will bypass the USB error and allow PS to start.  However, you will indicate a motor error.  See Communication and Motor Errors later in this document.
  1. Confirm that you have power charging the tablet.  The machine must be on.  If the battery on the tablet is extremely low, it will continue to shut itself off.  Look for a blue or orange light on the tablet.  Usually on the power button, but now on the top right area of the newer Chuwi tablets.
  2. If you see nothing on the screen when the blue light comes on...
    1. Attempt to hold the power button down until the blue light goes off.  DO NOT PRESS AND RELEASE.  This will often put a tablet in a 'sleep' mode instead of rebooting.  Holding the button for 15-20 seconds will cause most computers to turn off their power supply.  This is known as a HARD REBOOT. 
    2. Turn the tablet on with a 3-4 second press of the button.  The blue light should come on.
    3. If nothing continues to be displayed on the screen, repeat the previous steps up to 5 times.
    4. If the problem continues, unplug the power from the tablet and leave it running with the blue light lit for at least 8 hours or until the light goes out.  Then try to reboot the tablet.  (Some models of tablets are rumored to have had some faulty battery charging hardware that will automatically reset if the battery is left to discharge.)
    5. If after recharging the tablet and repeating the above steps does not work, there is a small chance that the tablet backlight is not working and that the tablet is actually running without the display working.  HQ Tablets are only warrantied for 2-years and are costly to replace.  You will need to call Handi Quilter support directly (877-697-8458, press #2) and let them step you through the above process before they will swap out a tablet.  In most cases, they will request that the tablet be shipped to them for repair or replacement.  (Speak to MK Quilts about a loaner tablet if necessary.)
  3. Make sure that you are in desktop mode.  Some earlier tablets that are not running Windows 10 may come up and require you to tape the 'desktop' icon.  Pro-Stitcher is written as a standard Windows application and not a 'tablet' application.  Do not put your tablet in tablet mode.
  4. If PS hangs or does not appear and you end up at a Windows desktop, try pressing the PS icon to start it.  If the problem persists, please repair or re-install the PS application as described in a later section of this guide.
  5. If Pro-Stitcher fails to start and you are dumped back to the windows desktop, make sure you have the latest video driver loaded that supports OPEN_GL.  This should only happen if you recently re-installed your operating system and have not loaded the hardware specific drivers.  (The Event Viewer shows an Open_GL error from .NET)
  6. Make sure your tablet is not coming up in 'Tablet mode'.  The 'Desktop' should be the default.  This is found in the lower right icons on the tool bar in Windows 10.  Tablets with Windows 8/8.1 can be confusing because they temporarily adopted the tablet looking start menus.  You may get a icon/block that says 'Desktop'.  Selecting it should continue PS coming up.
  7. Shipping your tablet to Handi Quilter to be "re-imaged" may have a charge that is not covered by warranty.  THE PS TABLET SHOULD NEVER BE PUT ON A NETWORK.  Standard Windows updates that normally occur over a network will lead to uncertain problems with PS operation because they have not been tested by Handi Quilter.  Software updates will include OS updates when necessary and should only be applied using a USB offline method.  (This does not apply to running Simulation Mode on your personal Windows computer.)
Picture
Example of "Tablet Mode".

Pro-Stitcher not communicating but no errors.

If the Pro-Stitcher - Needle up/down button on the tablet does not trigger a stitch, the tablet is not talking to the machine.  If there are cable issues, you will normally get other errors and the icons at the bottom of the screen would not be green.  If everything looks ok, confirm you are not in Simulation mode.
The icon at the top right should not have an "S" above the Motors text.  If this is the case, go to the Config (gear top right), then Advanced tab, then General. 
On the right bar, turn off "Simulation on/off".  It should NOT be green highlighted.
Then REBOOT that tablet.

Installing/Repairing Pro-Stitcher

This process assumes that you do not have a working copy of Pro-Stitcher running.  If PS will run, many of the steps that require use of the File Explorer program can be done using the "Update" button on the File tab of Pro-Stitcher.
MK Quilts uses commercial remote support software that can access a computer that is on the internet and do the actual installation and repair on your personal computer.  (Assuming you give access.)  However, there is no way to access the PS tablet on the machine directly.  (The PS tablet should never be put on a network.)  Video chats can be used to help facilitate troubleshooting, but you will need to operate the tablet.
It is recommended that you have a stylus (pen) made for touching a computer screen.  This will help compensate for big or dry fingers as some actions may prove difficult for some people.  You may also consider attaching a USB keyboard and mouse to your tablet while you are performing these tasks.
Download the PS Software
There are many training videos available on downloading and updating the Pro-Stitcher software.  Pay attention to the date of the recording as things change.  This will be kept high-level.  If you need assistance, book a support call with MK Quilts and we can get on your personal computer remotely and help download and extract the required software to a USB storage drive/key.  We can talk you through taking that USB key to the tablet and doing the install.
  1. Download the latest production version.  (Currently *537 for most models.)  We recommend the 506  version as it also comes with a separate file to install to the operating system. - A Pre-Install install.   https://prostitcher.com/prostitcher-software-update/
  2. Uncompress the files to a USB drive.  You should have two files in the root directory of the USB drive:
    1. PsPreInstall.18.02.0012.exe
    2. PsPUpdate.19.07.0537_P.exe
  3. Remove the USB drive from your personal computer.  If you give it time to complete writing before you pull the USB drive, you should not need to use the "Eject" feature.
  4. A COMPLETE RESET is not required in most cases.  Try this step as a last resort.  HQ did not provide an uninstall option, so we can go into the file system and rename key directories so we can remove any corruptions.  (We do not touch the patterns in C:/Designs.)
    1. Exit to Windows from PS if it is running.  Close any apps that you see running, including the PsStop process.  Right-click and close anything that might have a program running for Pro-Stitcher.
    2. Bring up the File Manager, turn on VIEW->Hidden Files and rename the following Folders (directories).
      1. C:\ProgramData\Pro-Stitcher  
      2. C:\Program Files\Pro-Stitcher
      3. If you get an error message, it is likely that some process is still running for PS.  Open the Task Manager and kill any processes that may relate to PS.
    3. ​Reboot the tablet.
    4. Proceed with a fresh install.
  5. Install the USB drive into one of the active ports in the PS hub.  On all systems except for the Infinity, the ports are built into the tablet mount on the machine.  Do not attempt to use the other USB ports that are on the actual machine.  If you have an Infinity, the ports are built into the front left side of the machine near the front power switch.  
    1. USB HUBS - Although you can use an external USB hub device to provide more ports, it is recommended that you disconnect any accessories that are getting power from any hub plugged into the PS ports.  Over taxing the USB ports with too many devices requiring power can cause USB errors.  You may disconnect the USB cable from the tablet and directly plug the USB drive into the tablet because it does not need to speak to the machine during the installation.
    2. Remove any other USB Drives (keys, flash drives, or other.)
  6. Open the File Explorer program (the yellow folder icon).  You should see two sections/panes beneath the menus at the top.  Be warned that it can look very different depending on the view options that are set.  We recommend the 'Details' or 'Medium icons' view setting, with the Navigation pane (left side) enabled, but no Preview or Details pane.  Note that each folder can be set with different view settings which can make things confusing.  At the machine tablet, you will be dealing with the File Explorer in desktop mode which will make it more challenging to touch the right item.  Use of a stylus is recommended.
  7. Select and RUN each of the following program files in order.
    1. PsPreInstall.18.02.0012.exe
      1. This installs operating system files and libraries that Pro-Stitcher requires.  If it states that the item has already been installed or there is a later version, you can safely bypass.
      2. If the REPAIR button appears, select it.
      3. Do NOT reboot when suggested.  Let the HQ PsPreInstall program complete.  Once you hit the Close button, then you can use the Windows menu to reboot.
    2. PsPUpdate.19.07.0506_H.exe
      1. This is most recent and stable version of Pro-Stitcher as of April 2021.  We recommend starting here to make sure your system is running properly before you update to a later version.
      2. If the REPAIR button appears, select it.  This will force a reset/reload.
      3. Pro-Stitcher will start itself after the install.  Give it time to start.
  8. Once you have confirmed that Pro-Stitcher is operating and communicating with your hardware, you can use the 'Update' button within PS to update to a later version.  Note that later versions change C:/Designs folder structure.  Recent versions of the 506 installation package include the later versions of patterns, however you may see HQ patterns have changed from HQF to HQV format within the folders.

Communication and Motor Errors

The Pro-Stitcher tablet must communicate with the machine and the PS carriage. This is done through the USB port on the tablet.  The tablet and carriage communicate to MOVE the machine around.  The machine STITCHES based on the settings and the input of the encoders.  So basically the PS tablet only provides settings and handle bar functions.  Once the start button is pressed and passed to the machine, the Pro-Stitcher tablet is controlling the motors that is moving the machine around the frame.
When you reboot the tablet, if you get an USB error message when Pro-Stitcher is starting that will allow you to "ignore,"  this indicates a hard failure of the USB communication path.  If you reboot and get proper motor control, but while using it you get a motor error, you have an intermittent failure.
HARD FAILURES
  1. Is your machine AND carriage plugged in AND powered on?  Check for lights, LEDs, sound.  Pressing the handle bar UP/DOWN button should cause the needle bar to move.  Most machines have power buttons in back AND front.
  2. Press the Full-Stitch button on the PS screen found under the Pro-Stitcher tab.  If the needle bar stitches, you have communication with the machine through the front connections.  If so, immediately check the rear cables and power to the carriage.
  3. Remove any external USB memory sticks or devices from the USB ports on the hub on the PS mount.  Too many devices plugged in can pull too much power and cause all connected devices to fail.
  4. Check all cables.  Unplug and re-plug each end of the cable.
    1. Amara/Forte/Infinity (Internally cabled machines):  The 3 or 4 wire connector plugs into the back of the machine and MUST be secured by a plastic restraint to prevent repeated flexing of the wires at the connector, leading to cable failure.  The other end of the cable will go to the back of the carriage 'drive tray'.   (SEE PHOTO BELOW.)
    2. Older Systems with external PS cabling:  Some very old systems have a cable hard wired to the carriage drive tray, otherwise there will be a connector with two screws.  There is a small two wire cable going to the Y-encoder on the side of the machine that can be pulled hard enough that the mounting connector on the board actually separates.  At the back of the hub on the tablet mount, you will have a power lead and two identical D-sub connectors marked #1 and #2.
    3. The power cable to the Pro-Stitcher should be checked.  Very old carriages had the power cable loop under the carriage and plug into a power supply block.  Some later systems used a short jumper cord that went from the machine to the carriage.  The latest configuration consists of separate cords for the machine and carriage.
    4. Check for power at the tablet by reducing or closing the Pro-Stitcher software and checking the Windows battery indicator to confirm that it it charging.  Unplugging the power cable from the tablet should cause the indicator to change and sometimes the table will dim.
    5. Check the USB port of the tablet.  Unplug the USB cable from the tablet port and insert a USB memory stick.  There should be a tone as it is detected (if the volume is not turned off).  Use the Windows File Manager or Pro-Stitcher software to access the USB stick.
    6. Check the USB cable between the tablet and the hub.  You will also hear a tone when you connect the cable if it detects the motors.  (You can simulate/trigger a motor error by unplugging this cable under normal operating conditions.)  The Pro-Stitcher tablet may need to be rebooted after the connection is restored.
    7. Amara/Forte/Infinity (Internally cabled machines):  There is both a power and USB cable that will run from the hub to the machine.  On the Amara/Forte, you will need to open the front plastic cover with a 3mm hex tool to get to the connections.  Examine the connection points and look for any pinched wires leading into the front of the machine.  Do not pinch the wires with the plastic cover as you close it.
  5. Attempt to use the machine in manual/regulated mode using the handle bars.  If you can do regulated stitching, the machine is likely ok.  It will likely take a call to HQ to determine if an internal board has failed.  Work with your retailer to make the call.
Picture
The most common cause of motor errors on the Amara and Forte is the lack of the cable restraint on the PS cable.
INTERMITTENT FAILURES
  1. ​​Is your torque setting set to 300?  This is set under the Settings(gear)->Advanced->Motors menus.  Older motors can start to draw more current/power leading to tripping the torque limit.​
  2. Amara/Forte: Is the cable from the carriage to the back of the machine restrained properly on the Amara/Forte?  This is the leading cause of cable failure.  There should be as little amount of cable between the bracked screwed to the machine and the point where the four wire cable plugs into the machine.
  3. Check all the cables as indicated in the 'hard failures' section above.
  4. Make sure that cables are not catching as the machine is moved forward and back on the carriage.
  5. Take the needle and thread out so you can run the machine tests without impacting a quilt...
    1. ​Try to reproduce the issue by running the PS pattern while stitching (without a needle).  Don't ghost stitch.
    2. Try a different pattern.
    3. Try different areas on the table.
    4. Manually wiggle cables while running.
    5. Change the speed and acceleration settings.
  6. Clean thread and dirt from the gears and wheels on the carriage.

Design does not display on PS screen

There are TWO conditions that we are aware of that will cause the design to not show up.
  • #1 - The VIEW->DESIGN button is not highlighted.  This is the first place to check.
  • ​​​#2 - The PS Config file has been corrupted.  Ignore the design.  Simply enable the GRID feature and zoom in and out to see the squares and lines.  If everything disappears and you only have a white screen, you have an issue.
You can reinstall both the PRE-* and Update* files for your current version of Pro-Stitcher USING THE REPAIR BUTTON.  (See previous section on the installation of PS software.)  If that does not work, we need to shut down Pro-Stitcher, delete the config file, and reboot the tablet.  If you are not comfortable performing the steps below, please schedule a support call with your retailer or MK Quilts.
  1. Exit To Windows - via the FILE->SHUTDOWN button, select the "Exit to Windows" option.
  2. Open a File Explorer using the yellow folder icon on your taskbar.  On older tablets, you may have to search for it.
  3. In File Explorer, under the VIEW tab/menu, make sure the "show hidden items" is selected.  This varies between Windows 10 and Windows 11.  You will know you have it correct when you go to the root "C:" drive and you see the ProgramData folder.
(Numbering should restart with 4 but does not.)
  1. Click down into the ProgramData folder until you get to C:\ProgramData\Pro-Stitcher\Data and delete the "settings.hqdb" file.
  2. Do NOT restart Pro-Stitcher.  REBOOT the tablet using the Windows Start menu.
This will reset the Pro-Stitcher configuration.  You will have to reset your custom button assignments and enable "Touch" under the Config(gear)->Display settings.

Miscellaneous Issues 

Can not access a USB drive on the machine Pro-Stitcher
  1. Make sure you are plugging into the USB port on the PS Tablet mount.  Except on Infinity, the USB ports that are on the physical machine are there for power only.  They do not communicate with the tablet.
  2. Make sure that you do not have too many devices plugged into the USB Hub.  The combined power requirements could result in failure of all devices.  This will usually lead to Motor/Communications errors for the Pro-Stitcher as well.  There are USB hubs with external power supplies.

PS Simulator and Designer Installation Issues

  1. The squares of the GRID do not look square. - This is due to PS not detecting the screen size properly.  
    1. Go to the Settings/Gear tab, then Display.
    2. Confirm that the Monitor Width and Height are set to the VISIBLE (not physical) screen dimensions.  Do NOT measure diagonally.  Measure in INCHES from the visible screen edges.
    3. Make sure the "Touch" button is enabled.
    4. Restart Pro-Stitcher if the grid does not automatically resize.
  2. There are no designs. - This is not a bug but a feature.  Use a USB key to copy the C:\Designs folder from your tablet or the USB stick that came with your Pro-Stitcher.
PS Designer Software Licensing
Licensing Designer is overly complicated.  Please download and print out the instructions found on the Prostitcher.com website.  Schedule a support call with MK Quilts to assist you with your licensing and especially the offline licensing process.