Knowledgebase - Archived KnownIssues

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The following issues might be encountered in the latest release.

Won't launch on linux - Designer 4.9 sometimes wont launch on certain linux configurations

We have tested relatively vanilla builds of Ubuntu 18.04 and confirmed is working. Something about the user configuration causes unknown crashes however.

Default Ubuntu 18.04 Driver issue

There is an issue in JOGL that prevents the loading of Designer 4.7 on Ubuntu 18.04 with the default Nouveau graphics drivers. You may need to use the drivers supplied by your graphics card manufacturer to use Designer.

Issue when changing your home directory

In the latest version of Designer, there is an issue when changing your home directory to a root directory. (d:\, for example). This may cause Designer to freeze. Creating a directory off of the root and setting that to your home directory is the current workaround for that.

Running Designer on Linux with MESA

While running Designer on a Linux virtual machine with the latest version of MESA, we encountered a glXCreatePbuffer error. This is due to an issue in the graphics library used in Designer. Until this is resolved, we do not recommend running Designer with this combination of software.

Windows 10

There was an issue in Windows 10 Tablet Mode that would cause the Protocase Designer Menu Bar to be hidden.
This has been resolved in the latest Windows 10 automatic update.

Image Load Error for .JPG files

Some .JPG files do not import with the Java tools used for Protocase Designer.
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.
If for any reason you cannot save the .JPG as a bitmap, one program that works very well for converting images is ImageMagick, which is free and runs with Unix, Mac OS X, iOS, and Windows.

Computer enclosure templates

The computer enclosure templates allow you to specify dimensions that are below the minimum sizes required to accommodate the cutouts or PEM layouts.

5-sided enclosure welding

Designs using the 5-sided enclosure template do not include plug welding in the quote.

Changes did not take affect

When placing a cutout or anything else, and the change just disappears, please check to see if your ERROR RESPONSE is set to ASK. This can be found under Edit->Preferences->Editor Settings. With this set to ASK, see if the change comes up with an error response.


If Protocase Designer does not launch make sure the App is inside the Applications folder.

Quoting Non-Stock Material

While quoting non-stock material like 316 Stainless Steel, the pricing is not accurate. A warning will come up and let you know if a material is non-stock. Please contact our sale team at for accurate pricing.

Unable to Edit Face

We have received several reports of users not able to edit faces after reloading their designs. Currently we do not know why this only effects some. Please upgrade this was an issue before 5.3.28.

Unable to select snap point for 3D Dimension Line after placing cutout

After placing a cutout in a face using the 2D editor, if you try to immediately create a 3D dimension line from that newly created cutout - the snap points will not be visible. To work around this, simply toggle the part off & on again using the Show/Hide Part tool on the right side of the editor and the snap points will be visible again.

Green lines 3D rendering glitch

Currently we don't know why this is happening but it is only for some customers are having this problem. Please try to upgrade your drivers and if that doesn't work sent your debug log and what graphics card and drivers you are using to us.

USB Type A Library Cutout Not Selectable

In any versions earlier than 5.5, after placing a USB Type A cutout from the Designer library in a face, the user will be unable to select or delete the cutout. As a work around you can send your design file to and we can manually fix the cutouts in your design.

DB-9 Library Cutout Minimum Thickness Error

Currently all DB-9 cutouts will display a "Minimum Metal Thickness" error saying cutouts are too close together and leave too little material to cut on our laser. This is a false error and can be ignored. This will be fixed in a future release.

Mac Version Not Running

The fix is redownloading and installing Protocase Designer. The build for mac has been fixed since Aug 18, 2021. This issue appears to only effect new users.

Failure To Quote File with Imported STEP Components

As of version 5.6.6 there was a bug causing quotes to fail if there were any imported STEP components in the file. To fix this, please upgrade your version of Designer.

2U Extruded Aluminum- Extruded sides length not updating

Visual glitch and wont effect your order. Saving and reloading the file or replying depth in the properties dialog should fix it.

Importing large SVG files

If importing a large SVG file, Designer may appear to freeze. Please be patient and give Designer time to process the file. We are working to add a status screen to provide better feedback when importing large files.

Unable to export to STEP or IGES on Ubuntu

Some customers have experienced issues with exporting to STEP and IGES formats when using Ubuntu. We are working on a solution.

Imported STEP / IGES files missing features in Designer

The STEP and IGES export features are currently only suitable for archival purposes. They cannot currently be imported back into Designer and used as fully featured models. That ability is in development, and planned for the next release of Designer. Until then, if you have a STEP / IGES model that you would like to convert to a PDA, please contact your Account Manager or email

Hanging splash screen on linux - Designer 4.7 not compatible with OpenJDK included in Ubuntu 18.04

Designer will not launch with the current version of OpenJDK. This may cause the splash screen to hang when attempting to load Designer. We suggest using the Oracle JDK with Designer.

Maximum Pocket Depth

In the new version of Designer, we have introduced the ability to add pockets. As a general rule, the maximum depth of a pocket for a given metal thickness is the (metal thickness - 0.06" (0.1524cm)).

Min Pocket Radius

There are limitations as to the pocket corner radius we can cut with certain tools. The following table outlines the min corner radius for a given depth of pocket.

Pockets in Steel Enclosures (CNC Milling)
Depth Of Pocket Min Corner Radius
Up to 0.47" 0.016"
Up to 0.95" 0.063"
Up to 1.875" 0.125"
Up to 5.5" 0.5"
Pockets in Non-Steel Enclosures(Router)
Depth Of Pocket Min Corner Radius
Up to 0.13" 0.022"
Up to 0.188" 0.032"
Up to 0.26" 0.063"
Up to 0.5" 0.094"
Up to 0.626" 0.125"
Up to 1.0" 0.188"

Importing graphics templates

When using the Import graphics template command, Designer displays silkscreen-related prompts even when the face (or default) is set to Direct Digital printing.

IGES Export

We have been seeing an issue where a Protocase Designer file exported as an IGES file is unable to be imported into SolidWorks 2018.
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

Warning for grained finishes

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.
Ignore the warning, but ensure the minimum dimension for a grained finish is 3” x 5”.

Copying/pasting text boxes and grouped cutouts

Copying/pasting a text box does not retain the rotation of the box, and copying/pasting a group of cutouts mirrors the parts.

Loading times

On standard machines, complex templates (such as a 3-Piece Rackmount, Recessed Consolet, or Tiered Consolet) could take a little extra time to load,
as could complex PDAs when first loaded after installing a Designer upgrade. Each release includes incremental improvements to these loading times.

Mirror Y

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.

Placing a PEM

When placing a PEM, 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.

Cover on 5-sided enclosure may appear shifted on reload

In version 4.6.16, if seam weld is selected on a 5-sided enclosure with a one piece base, the cover may appear shifted from its origin when reloaded. This may cause confusion when trying to align objects on the cover. This will be corrected in version 4.7.

L-shape and rackmount enclosures

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 stating the problem, and we will manually convert the file for you at no charge.