TROUBLESHOOTING
When something is wrong: common errors, diagnostics, and contacting support.
SECTIONS · 3
§ 01
Common errors
The errors we see most and how to clear them.
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§ 02
Diagnostics and logs
What to capture before you file a ticket.
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§ 03
Contact support
How to reach a human and what to send them.
OPEN SECTION →
ARTICLES · 5
- DIGITIZER OPERATOR·TRANSACTIONAL·TROUBLESHOOTINGFix an SVG that won't upload to ValidStitchDiagnose the common reasons an SVG vector file is rejected at upload — embedded scripts, missing viewBox, foreignObject blocks, oversize — and how to repair each one before re-uploading.
- ALL·TRANSACTIONAL·TROUBLESHOOTINGValidStitch is slow or unresponsive: browser-side troubleshootingFirst-line fixes for a session that's lagging, hanging on file uploads, or unresponsive after long edits. Browser cache, tab count, hardware acceleration, network test — the things to try before opening a support ticket.
- ALL·TRANSACTIONAL·TROUBLESHOOTINGUpload stuck at 99%: causes and fixesAn upload that hangs at 99% is almost always one of three things — connection drop during the final flush, server-side virus scan timeout, or a file the parser is choking on. Here's the order to check.
- ALL·TRANSACTIONAL·TROUBLESHOOTINGDST has no color list? How to add a thread paletteTajima DST and Melco EXP files carry no color information natively, so the validation report shows numeric color indices. Upload the companion .EDR / .INF file or set a project thread chart, and the named-thread list populates.
- ALL·TRANSACTIONAL·HOW-TOGet help from ValidStitch support: what to send, how fast we replyEmail, in-app, and emergency channels for ValidStitch support. What to include in your first message so we can resolve faster, and the response-time targets for each plan tier.