Did you download 6D organizer, pro, or the explorer. What you have is 5D organizer, if its the free program that came with the machine. Mine came with 4D orgainzer and then I bought 5D Pro, I took off the 4D just to make things easier on myself. Not sure where you are located but if you have a place close that does this they could help. My LQS is great with both machines and software. I have the 6D explorer but it doesn't affect how my designs open. Have you check either viking or phaff's website on the software to see if there are any tips to help you out