Hello. I have Janome Customizer 11000. If I import a design which is too large the colour disappears and the design turns grey. When you have the design on the screen in Customizer, click on the design which should draw a square round it. Put your mouse on the bottom right-hand corner "dot" of the square when an arrow should appear, and gradually drag the design inwards. This should make the design smaller. You will probably have to keep moving the design up until it fits into the hoop size, and the colour returns. You cannot stitch a design for a larger hoop unless you reduce it in size.

I can't guarantee that this will work with your Customizer but it is worth a try. Good luck!

Sounds like you're going to distort the design but I don't have a customizer so I probably don't know what I'm talking about....lol.