Emblibrary has indeed been very responsive. Unfortunately we still can find the problem. They sent me a fresh copy of the design and I downloaded it onto a brand new jump drive. But when I put it into my machine, it still gave me really weird (and unusable) sizing. (Along the way, we established that it had nothing to do with my having chosen the wrong size design.) Something must be happening between their files, my computer, and my sewing/embroidery machine. UGH!