Troubleshooting
Hatch Embroidery 4

This error (H0031 or H0007) usually means one of the following:

• No internet connection: Hatch requires internet access to validate your license periodically. Ensure you are connected, then close and relaunch the software
• Offline window expired: if you've been offline for more than 30 days, the license needs revalidating. Connect to the internet and sign in again
• License not transferred correctly: if you recently moved to a new computer, check that the license was properly migrated (see Account & Licensing FAQs)
• System clock altered: if your computer's date/time is significantly wrong, Hatch may show a security error (H0045). Correct your system clock and relaunch

If none of these resolve the issue, submit a support ticket with the exact error code.

This is almost always caused by a graphics driver or Windows compatibility issue:

• Update your graphics driver: go to your GPU manufacturer's website (NVIDIA, AMD, or Intel) and download the latest driver for your graphics card
• Update Windows: ensure Windows 11 is fully up to date with all pending updates installed
• Add to antivirus exclusions: your antivirus may be blocking a Hatch component. Add the Hatch Embroidery folder to your exclusions list
• Check GPU requirements: Hatch 4 requires a minimum of 2 GB VRAM. Integrated graphics on very old systems may not meet this requirement

If the issue persists, submit a ticket with your system specifications.

Crashes during resize, rotate, or mode-switch operations are most commonly caused by:

• Outdated graphics drivers — update from your GPU manufacturer's website
• Insufficient GPU memory — Hatch 4 requires a minimum of 2 GB VRAM. Complex designs with many objects require more
• CorelDRAW mode crashes — ensure you are using a compatible version of CorelDRAW (2021 or later). Mismatched versions can cause mode-switch crashes

Slow startup is usually caused by one of these issues:

• Antivirus scanning: your antivirus may be scanning every Hatch file on launch. Add Hatch Embroidery to your exclusion list
• Large design library: Hatch indexes your design library on startup. A very large library (thousands of files) can slow the initial launch significantly
• System below recommended specs: Hatch 4 on a minimum-spec machine will feel slow. Upgrading from 16 GB to 32 GB RAM and from an HDD to an SSD makes a noticeable difference

More about adding Hatch to antivirus exclusions →

If .EMB thumbnail previews aren't showing in Windows, try these steps:

• Rebuild the Windows thumbnail cache: open Disk Cleanup (search for it in the Start menu), select Thumbnails, and clear the cache. Windows will rebuild thumbnails the next time you browse the folder
• Reinstall Hatch Embroidery: the thumbnail preview handler is installed as part of Hatch. A clean reinstall can restore missing thumbnail components

If the issue persists, the thumbnail handler may be blocked by a third-party shell extension. Contact support for further diagnosis.

This error means Hatch Embroidery cannot reach the sign-in server. The most common causes are:

• No internet connection — check your connection and try again
• Firewall blocking Hatch — your Windows Firewall or corporate network firewall may be blocking Hatch's connection. Add Hatch Embroidery to your firewall's allowed programs list
• Antivirus blocking the connection — add Hatch Embroidery to your antivirus exclusions

To submit a support ticket, go to help.hatchembroidery.com/portal/en/newticket. The support team typically replies within one business day.

For technical issues, include the following to speed up resolution:

• Your Hatch account email address
• The exact version of Hatch Embroidery you are running (Help > About)
• Your Windows version and system specifications
• The exact error message or error code
• A System Report — generate this from Help > Submit a System Report within Hatch Embroidery
• Steps to reproduce the issue