Difference between revisions of "Knowledgebase - Known Issues"

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__NOTOC__
 
__NOTOC__
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The following issues might be encountered in the latest release.  
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The following issues might be encountered in the latest release.
 +
===Anti Virus Software Flagged Designer As Suspicious===
 +
We can assure you that Protocase Designer is properly signed, verified, and does not contain any malicious code. However, some antivirus programs, such as McAfee, may flag lesser-known applications or recently updated software as suspicious due to heuristic analysis or false positives.
  
−
===IGES Export===
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If you encounter this issue, we recommend the following steps:
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We have been seeing an issue where a Protocase Designer file exported as an IGES file is unable to be imported into SolidWorks 2018.<br />
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* Ensure your antivirus applications are up to date, as false positives are sometimes resolved in newer updates.
−
This has now been resolved in the latest Solidworks update (Service Pack 1). Note, the '''Enable 3D Interconnect''' setting must be enabled. This can be found under ''Tools->Options->Import->General''
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* If possible, try scanning the file with another reputable antivirus or using VirusTotal (https://www.virustotal.com/) to check for any concerns.
 +
* You may need to whitelist Protocase Designer within your antivirus software.
  
−
===Connection Issues when quoting / ordering===
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If you continue experiencing issues, you may also report this false positive to your antivirus provider so they can review and correct it.
  
−
Connection issues have been resolved in the 4.6.13 release, but if you encounter  
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===Windows Protected Your PC===
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an issue, please refer to the FAQ entry - [[FAQ#Why_do_I_get_an_error_when_trying_to_register_in_Protocase_Designer.3F|'''Error when trying to register in Protocase Designer''']]
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This issue was due to a code signing certificate error and has been fixed as of v7.0.16 released on November 18, 2024. If you still encounter this issue after this version, please contact us.
  
−
===Line on 3D Editor===
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===MacOS 15 Sequoia - PD can't be opened===
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This has been corrected in 4.6.13, but if you see this,
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This issue has been fixed as of v7.0.11 released on October 21, 2024. Please upgrade to this version if you're experiencing this issue after upgrading you MacOS system.
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you can send your design to designersupport@protocase.com and we will remove it for you.
 
  
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===Windows 10===
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=== MacOS 3D Lighting & Shadows ===
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There was an issue in Windows 10 Tablet Mode that would cause the Protocase Designer Menu Bar to be hidden. <br />This has been resolved in the latest Windows 10 automatic update.
+
We've gotten reports from customers of an issue on MacOS running M2/M3 Sonoma versions that's causing the lightning in the 3D editor to cast a very dark shadow over the entire enclosure, appearing black. This is an unfortunate change on the operating system side, not Protocase Designer. These recent MacOS versions changed the way it interacts with the JavaFX rendering engine we use to visualize things in Designer. As this issue was not caused by a change in Protocase Designer, the only work around at this time is to downgrade your MacOS version.  
  
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===Image Load Error for .JPG files===
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We're aware of the issue and have a plan to fix it, so this issue will be solved in a future Protocase Designer release.
−
Some .JPG files do not import with the Java tools used for Protocase Designer.<br /> If you receive an error message ("Unable to load image...") when attempting to place a .JPG file on a face, we recommend that you convert the .JPG to a bitmap format, such as .PNG. <br />If for any reason you cannot save the .JPG as a bitmap, one program that works very well for converting images is [http://www.imagemagick.org '''ImageMagick'''], which is free and runs with Unix, Mac OS X, iOS, and Windows.
 
  
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===Offset Grid===
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===New Library Item Origin===
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If you enter an '''Offset Width''' and/or '''Height''' to the '''Grid Size''' and then use '''Snap to Grid''', objects do not snap to the correct coordinates.  
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There is currently a bug when creating a new library item via the Library Manager and assigning a new origin location, that it will always default to the lower-left corner regardless of what is chosen. This will be fixed in a future release of Protocase Designer.
  
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===Warning for grained finishes===
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===Welding Jig Visible===
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When part dimensions are too small for a grained finish, Designer issues a warning that you cannot use grained finish on galvanneal, even when the part is not galvanneal.<br /> Ignore the warning, but ensure the minimum dimension for a grained finish is 3” x 5”.
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As of version 6.0.6 welding jigs became visible for all users. These welding jigs are intended to only display for Protocase users and are not to be edited. Please update to the latest version ASAP to resolve this. If you had already edited a welding jig in your design, you can use the Transfer feature to transfer the features of the welding jig to the intended parts that should be edited.
  
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===Computer enclosure templates===
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===Failure To Instant Quote===
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The computer enclosure templates allow you to specify dimensions that are below the minimum sizes required to accommodate the cutouts or PEM layouts.
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If you are receiving an error upon instant quoting, please check to see if your company uses a network configured such that your computer accesses the internet through a proxy server, if a proxy is used you can configure Designer to use the proxy settings. See instructions on how to do this below:
  
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===Copying/pasting text boxes and grouped cutouts===
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[https://www.protocasedesigner.com/wiki/index.php?title=Quick_Start#Installing_Protocase_Designer Configure Proxy Settings In Designer]
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Copying/pasting a text box does not retain the rotation of the box, and copying/pasting a group of cutouts mirrors the parts.
 
  
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===Computer enclosure welding===
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===WINDOWS - Failure To Launch Designer or Open Templates===
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In the ATX and Mini-ITX templates, both the '''Has Seam Welds''' and '''Has Tack Welds''' options can be selected. If both are selected, Protocase will perform only the seam welds.  
+
There is an issue for some windows users where the install of Protocase Designer may be corrupted, and is missing certain important files. If this is happening use the link below to download an earlier working version of Protocase Designer.  
  
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===5-sided enclosure welding===
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[https://www.protocasedesigner.com/RELEASE/release-copy/protocaseDesigner.exe Download Protocase Designer]
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Designs using the 5-sided enclosure template do not include plug welding in the quote.
 
−
 
 
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===Importing graphics templates===
 
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When using the '''Import graphics template''' command, Designer displays silkscreen-related prompts even when the face (or default) is set to Direct Digital printing.  
 
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===Loading times===
 
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On standard machines, complex templates (such as a 3-Piece Rackmount, Recessed Consolet, or Tiered Consolet) could take a little extra time to load,<br /> as could complex PDAs when first loaded after installing a Designer upgrade. Each release includes incremental improvements to these loading times.
 
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===Trimming ellipses and circles===
 
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Ellipses and circles will not intersect in the Trim mode with elliptical arcs or other ellipses.<br /> For example, if you draw an ellipse and then place a different shape on top of it, such as a rectangle or circle, there is no problem. But if you add an elliptical arc or another ellipse across the existing one, the objects cannot be trimmed or merged.
 
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===5-sided enclosure with wall mounts===
 
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When you attempt to quote a 5-sided enclosure with wall mounts, Designer opens the Design Errors dialog which states that the wall mounts require a hole in hanging parts required to add the powdercoat, and if you click the "Fix error" button the Edit Assembly dialog opens (erroneously). The warning can safely be ignored, since the wall mounts are welded on so they are not hung separately from the chassis. The defective warning and response will be fixed in an upcoming release.
 
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===Mirror Y===
 
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When you click '''Mirror Y''' for an object (including text), the object does not stay in the exact same place, and you can get a Boundary Warning even if it is nowhere near a boundary. Until this is fixed, simply accept the placement, then move it back where you wanted.
 
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===Vector graphics===
 
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Designer does not support the ''display'' of vector files, but the production of enclosures with graphics at Protocase does require their ''use.'' For details, see [[Face_Editor#Adding_images|'''Adding Images''']].
 
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===L-shape and rackmount enclosures===
 
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L-shape and rackmount enclosure designs created before January 2013, when loaded into the current Designer version, might have offset cutouts. If you encounter this problem, please email the design file to designersupport@protocase.com stating the problem, and we will manually convert the file for you at no charge.
 
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===Loading personal cutouts===
 
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Cutout Library Manager > Create Sub Assembly: When loading an item you have created, it is not yet displayed in the 3D View.
 
−
 
 
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===Placing a PEM===
 
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When placing a PEM or screw, if you click any tool, the items are placed and shown in the 3D View exactly ''as if'' you had clicked the '''Accept & Close''' button, but those items are not accepted, quoted or saved.
 
  
 +
===Cutouts may shift when exported to DXF===
 +
There was an issue in limited cases where cutouts shifted when exported to DXF. This has been corrected as of Aug 2nd, 2019, but a small number of orders may have been affected.
 +
If you experience this issue, please contact your account manager.
  
 +
===Computer enclosure welding===
 +
In the ATX and Mini-ITX templates, both the '''Has Seam Welds''' and '''Has Tack Welds''' options can be selected. If both are selected, Protocase will perform only the seam welds.
  
 
'''See Also:'''
 
'''See Also:'''
 +
* [[Knowledgebase_-_Archived_KnownIssues | Archived Known Issues]]
 
* [[Knowledgebase_-_Planned_Enhancements | Planned Enhancements]]
 
* [[Knowledgebase_-_Planned_Enhancements | Planned Enhancements]]
 
*[[Knowledgebase_-_Software_Fixes_Released | Software Fixes Released]]
 
*[[Knowledgebase_-_Software_Fixes_Released | Software Fixes Released]]

Latest revision as of 12:48, 2 April 2025

The following issues might be encountered in the latest release.

Anti Virus Software Flagged Designer As Suspicious

We can assure you that Protocase Designer is properly signed, verified, and does not contain any malicious code. However, some antivirus programs, such as McAfee, may flag lesser-known applications or recently updated software as suspicious due to heuristic analysis or false positives.

If you encounter this issue, we recommend the following steps:

  • Ensure your antivirus applications are up to date, as false positives are sometimes resolved in newer updates.
  • If possible, try scanning the file with another reputable antivirus or using VirusTotal (https://www.virustotal.com/) to check for any concerns.
  • You may need to whitelist Protocase Designer within your antivirus software.

If you continue experiencing issues, you may also report this false positive to your antivirus provider so they can review and correct it.

Windows Protected Your PC

This issue was due to a code signing certificate error and has been fixed as of v7.0.16 released on November 18, 2024. If you still encounter this issue after this version, please contact us.

MacOS 15 Sequoia - PD can't be opened

This issue has been fixed as of v7.0.11 released on October 21, 2024. Please upgrade to this version if you're experiencing this issue after upgrading you MacOS system.

MacOS 3D Lighting & Shadows

We've gotten reports from customers of an issue on MacOS running M2/M3 Sonoma versions that's causing the lightning in the 3D editor to cast a very dark shadow over the entire enclosure, appearing black. This is an unfortunate change on the operating system side, not Protocase Designer. These recent MacOS versions changed the way it interacts with the JavaFX rendering engine we use to visualize things in Designer. As this issue was not caused by a change in Protocase Designer, the only work around at this time is to downgrade your MacOS version.

We're aware of the issue and have a plan to fix it, so this issue will be solved in a future Protocase Designer release.

New Library Item Origin

There is currently a bug when creating a new library item via the Library Manager and assigning a new origin location, that it will always default to the lower-left corner regardless of what is chosen. This will be fixed in a future release of Protocase Designer.

Welding Jig Visible

As of version 6.0.6 welding jigs became visible for all users. These welding jigs are intended to only display for Protocase users and are not to be edited. Please update to the latest version ASAP to resolve this. If you had already edited a welding jig in your design, you can use the Transfer feature to transfer the features of the welding jig to the intended parts that should be edited.

Failure To Instant Quote

If you are receiving an error upon instant quoting, please check to see if your company uses a network configured such that your computer accesses the internet through a proxy server, if a proxy is used you can configure Designer to use the proxy settings. See instructions on how to do this below:

Configure Proxy Settings In Designer

WINDOWS - Failure To Launch Designer or Open Templates

There is an issue for some windows users where the install of Protocase Designer may be corrupted, and is missing certain important files. If this is happening use the link below to download an earlier working version of Protocase Designer.

Download Protocase Designer

Cutouts may shift when exported to DXF

There was an issue in limited cases where cutouts shifted when exported to DXF. This has been corrected as of Aug 2nd, 2019, but a small number of orders may have been affected. If you experience this issue, please contact your account manager.

Computer enclosure welding

In the ATX and Mini-ITX templates, both the Has Seam Welds and Has Tack Welds options can be selected. If both are selected, Protocase will perform only the seam welds.

See Also:

Retrieved from "https://www.protocasedesigner.com/wiki/index.php?title=Knowledgebase_-_Known_Issues&oldid=4918"