Twobelow

Hello!
This is my first post and I'm hoping that someone will be able to provide some insight into a problem I'm having with my Brother Innov-is NQ1600E Embroidery Machine.
The NQ1600E is advertised as having a 6" x 10" embroidery area; however my machine is not able to read any design larger than a 5" x 7" design. To be more specific, it can read a 5 1/16" x 7 1/16" design, but not a 5 1/8" x 7 1/8" design or larger.
If I try to load a 5 1/8" x 7 1/8" design or larger, I receive an error message: "Pattern extends to the outside of embroidery frame." I downloaded the latest software thinking this would fix the problem, but it did not.
I have been writing back and forth with the Brother Service Center for the past week, but they have not been able to help me. I even sent them a variety of designs in different sizes (4.45” x 7.13”, 4.72” x 8.74”, and 5.12” x 5.12” - all of which are well within the boundaries of a 6” x 10” hoop) and the service tech’s machine could read all of the files, but my machine will not. Unfortunately, my NQ1600E is only able to load 5"x7" designs.
Has anyone else experienced this problem? I would greatly appreciate your insights.
Many thanks!