All I can think of at the moment is that maybe you bought an older version of software and loading this onto a Vista computer. I believe that can create problems.
someone else might be able to help further with computer info and software info etc.
wish you luck. I especially had XP put onto my new computer so that I could continue using my 3D software.

Depending on the software, I got Sew What Pro and had to download a fix from their web site I forget the computer wording, the program I bought was XP but I had to download a fix for it. Maybe contact the company that made the program. Also check to see if your is 32 or 64 bit computer. This was a problem I had with one program. I put it was 64 when it actually was 32 bit computer. Hope this helps sorry I can't explain better. Might do better if you tell us what program you have. Sara

I had problem with sight it. But, the technician did a conversion and got. Good luck!

Have you got 4D with your machine? I only have the 4D communication software (which came with the machine) and installed that on Vista, but according to the manual it can be installed on XP as well.
I have not yet used it as I don't send designs directly to the machine but put them on the USB stick directly from Explorer. By the way: I made several subfiles on the stick to make access easier. It takes a long time looking for a design if they are all in one file.
I can't answer your question, maybe you could contact your dealer for help - they should have the knowledge.