Can your dealer help you? I have the HV Ruby (5D software) and my dealer is awesome...she has embroidery classes for all the HV machines and if you are having problems, you bring your machine and project and she will spend hours working with you and teaching you how to get the best results and about all the functions the machine has (that I would never know if I weren't shown!) Yesterday I was there getting some fabric and she was pretty much DOING the embroidery for another lady with the SE. (and this is a small mom-and-pop -literally! dealership.)
If your dealer can't/won't help you, call HV and have them find one that can.