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Frequently Asked Questions (FAQ)
Smart Box Error Message/Troubleshooting FAQ  
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Q: I get a message saying "cannot access COM port." at different times even when I insert my rewritable memory card.
A: If you get a message saying "cannot access COM port," there is nothing wrong with your SmartBox. During the installation process, your computer has missed loading the driver for the SmartBox. Please follow the appropriate instructions below.

Windows 98, ME, 2000 Instructions
  1. Make sure your SmartBox is plugged into your computer's USB port.
  2. On your desktop screen, find the "my computer" icon. Right click on it. It should bring up a menu with "open", etc. "Properties" should be at the bottom of the list.
  3. Click on "properties"
  4. This should bring up a window that has two tabs "general" and "device mgr." Click on the "device mgr." tab.
  5. Once you open "device mgr.," you will see a list of programs and files. Scroll all the way to the bottom until you see USB Serial Bus Controllers. It should have a plus (+) sign beside it.
  6. Click on the plus sign. It should bring up another list that has different USB items. Look for one that has a yellow question mark or exclamation point that says "USB embroidery conversion box." (If you do not find this under "USB Serial Bus Controllers," look for it under "Other Devices" and again look for a yellow question mark or exclamation point.)
  7. Double click on the yellow question mark by the conversion box only.
  8. Insert your CD, BUT... as soon as it starts to run, click on the CANCEL button to stop the software installation. It will probably ask if you are sure. Click OK or yes.
  9. Now you should have a screen on your computer that has two tabs marked "general" and "driver." Click on the "driver" tab.
  10. Click on the bottom button that says "update driver"
  11. This will bring up the device driver wizard. Click "Next."
  12. The next box will say, "What do you want windows to do?" Click on "search for a better driver" and make sure the "circle" has a black dot in it. Click "Next."
  13. On the next screen, make sure "CD ROM" is chosen with a dot in the circle. Click "Next."
  14. "Windows driver search..." will appear in the wizard box. Click "Next."
  15. Continue to follow the instructions on your screen.
Windows XP Instructions
  1. Make sure your SmartBox is plugged into your computer's USB port.
  2. On your desktop screen go "Start," then "My Computer." Open "My Computer."
  3. On the LEFT side of the screen is "View System." Click on "View System" to open.
  4. This should bring up another window that has "Hardware" listed as an option. Click on the "Hardware" tab. Go to the bottom of the list and click on "device mgr."
  5. Once you open "device mgr.," you will see a list of programs and files. Scroll all the way to the bottom until you see USB Serial Bus Controllers. It should have a plus (+) sign beside it.
  6. Click on the plus sign. It should bring up another list that has different USB items. Look for one that has a yellow question mark or exclamation point that says "USB embroidery conversion box." (If you do not find this under "USB Serial Bus Controllers," look for it under "Other Devices" and again look for a yellow question mark or exclamation point.)
  7. Double click on the yellow question mark by the conversion box only.
  8. Insert your CD, BUT... as soon as it starts to run, click on the CANCEL button to stop the software installation. It might ask if you are sure. Click OK or yes.
  9. Follow the directions on the screen in order to load the driver for your SmartBox.
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Q: I am getting a message saying "please only insert one card at a time". I have followed all the instructions in the book and am using the SmartBox rewritable card only.
A: Please contact our help line at 800-822-6691.
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Q: My SmartBox is giving me a message in Windows XP "please unplug your Box and then plug it back in" (or something to t hat effect). I did this, but now I can't get it to work.
A: Please do NOT unplug the Box once you set it up. The message that is coming up is an error in Windows XP. If you have already unplugged it and plugged it back in, then you will need to go to the "cannot open com port" instructions and follow those instructions, even though you haven't gotten the "cannot open comport" message yet.
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Q: I found my designs that I downloaded from the internet in one of my hard drive file folders. When I hit the Browse button to bring them up, nothing happens or I get an error message, it locks up, or nothing happens.
A: When you download from the internet, always hit "SAVE" and not "OPEN". This saves the design without corrupting it. It saves it as a ZIP file though, which means you cannot use the Browse feature since the Zip file is not an embroidery format that the SmartBox recognizes.. You need to go to OPTIONS in your SmartBox and change your choice to "Standard Windows". Then when you click on READ, it will open the standard windows screen. You will then find your designs, then click on each design individually to open it. The Zip file will be taken into a "Zip Directory". Just click on the name of the file, hit OK, and the design should appear in one of the six blocks.
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Q: I accidentally put a design that was too large for my machine on my blank card. My embroidery machine made a noise and the screen was blank. Now I can't get the card to work in my SmartBox.
A: All you have to do is reset your SmartBox. Make sure your SmartBox software is closed. Unplug your SmartBox and plug it back in again from the back of the box. (not from your computer). Then open your SmartBox software and proceed as usual.
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Q: I have the SmartBox loaded/ installed, but when I insert my blank card into the Box slot, the Write button and Load button do not highlight (darken)
A: First, if you have version 3.6, go to options and make sure under "Write Button Preferences" you have clicked on the appropriate embroidery machine model for your machine. This is VERY important. If you have done this, or have version 3.0, Reload your driver, using the "cannot open comport" directions on the Simplicity Web site, even if you aren't getting the comport message. If this does not work, you may need to uninstall your software, disconnect the Box, shutdown your computer, then start over.
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Q: My SmartBox keeps giving me the message "SmartBox not responding"
A: If you are running an anti-virus software, you may need to shut it off while working with the SmartBox.Also, if you have other transfer devices such as a digital camera, scanner, etc. connected, they may be conflicting with your SmartBox. Make sure you are not using the same USB port for these devices.
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Q: When writing to my blank card, my Smartbox freezes up and I have to shut down my system.
A: There could be a couple things interfering with the Smartbox. First, shut off your anti-virus software and any other programs. (Sometimes if you have to many programs open, Windows will "freeze" the rogram. Make sure you are WRITING to the card (by clicking the Write button or in version 3.6, you will click on the button that has your machine model # on it) and not trying to put your designs on using the LOAD card button. Make sure your design is the correct format according to the manual. You can not use clipart.
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Q: I got a message telling me to "unplug and replug" my Smartbox. I did that, but it does not work. What do I do?
A: When you get the message to "unplug and replug to access your converter box", please ignore this in the future. You will now need to uninstall and reinstall your SmartBox and software.
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Q: I am having problems with my Smart Box program after updating my Windows XP operating system to version Microsoft Service Pack 2.
A: Below you will find extensive instructions on how to update your Simplicity Smart Box to the latest software version and install the Smart Box USB driver (USB Embroidery Conversion Box) update for Windows XP with Microsoft Service Pack 2.

NOTE: Left click mouse unless otherwise indicated.

To obtain your computer's operating system and version information RIGHT click on "My Computer" and select "Properties". The "System Properties" box will open. If not already selected click on the "General" tab located at the top of box. Your operating system and version should appear under the word "System:". If it shows Microsoft Service Pack 2 then proceed with the following instructions.

To download the latest Smart Box software update and the Smart Box USB Driver for Windows XP Service Pack 2 please click on the following Link:

http://simplicitysewing.com/downloads/

NOTE: If you have any difficulties with clicking on the Link provided above then highlight the above line and RIGHT CLICK on it. Select COPY. Connect to the Internet. Open your Internet Explorer and PASTE into the Address Bar near the top, and then press ENTER on the computer keyboard.

Download the Smart Box software program by clicking on the "Click here to download" link under "Smart Box Version ???? (currently 4.5.1.1). This is a large file (8.5 MB) and requires saving to your computer hard drive or to CD-ROM. File is too large to save to a Floppy Disk. If saved to your computer hard drive write down the complete file name for easy retrieval when ready to install.

Download the "Smart Box USB Driver Update for Windows XP Service Pack 2". Save to your computer hard drive, CD-ROM, or Floppy Disk.

A. Uninstall the Simplicity Smart Box USB Driver
  1. With the Smart Box plugged into the computer.....
  2. RIGHT click "My Computer"
  3. Select "Properties"; the "System Properties" dialog box appears
  4. Click the "Hardware" tab
  5. Click the "Device Manager" icon
  6. Scroll to "Universal Serial Bus Controllers" within the list; click the Plus (+) symbol to the left of "Universal Serial Bus Controllers"
  7. RIGHT click on "USB Embroidery Conversion Box"; small dialog box opens
  8. Select "Uninstall"; "Confirm Device Removal" box opens
  9. Click "OK"
  10. Unplug the Smart Box USB cable from computer. Close the Device Manager by clicking the mouse button on the "X" (top right), then click "OK" at the bottom of the "System Properties" box 1
  11. Close all open programs to make sure the Smart Box software is not running

B. Remove previous Smart Box version
  1. Click on START and go to CONTROL PANEL
  2. Double click "Add or Remove Programs"; highlight "Smart Box", click on the "Remove" icon. Click "Yes" for "Are you sure you want to remove....."
  3. After Smart Box software program has been removed close all windows and get back to your Desktop

C. Install USB Embroidery Conversion Box Microsoft SP2 Driver
  1. Connect Smart Box USB cable to an active USB Port on your computer and plug into back of Smart Box
  2. "Found New Hardware Wizard" should appear. If it doesn't close, any open programs and shut your computer completely down. Wait 10 or 15 seconds and turn back on.
  3. Select "No, not this time" within the first Found New Hardware Wizard screen then click "NEXT"
  4. Select "Install from a list or specific location (Advanced)" within the second screen then click "NEXT"
  5. Select "Search for the best driver in these locations"; select "Include this location in the search"; DO NOT have "Search removable media (floppy, CD-ROM...) selected.
  6. Type in the location of the downloaded Smart Box Driver within the narrow white boxed area; i.e. C:\AB1_b, A:\AB1_b, or D:\AB1_b (or drive where your CD-ROM is located) depending on how the download file was saved. The Driver file name is AB1_b.
  7. Click "NEXT"
  8. Driver will begin installation but before it continues you will need to click on "Continue Anyway" when the Windows Logo testing box appears. This USB Driver has been tested and works properly with Windows XP Microsoft Service Pack 2
  9. Click "FINISH". Driver is now installed

D. Install latest update version for Smart Box
  1. Locate your saved Smart Box software update. The file name for this software update version is Smart Box_4511. These numbers will change as the latest update is added to our Website.
  2. Double click on "Smart Box_4511" to begin software installation. "Smart Box InstallShield Wizard" box will open
  3. Click "NEXT"
  4. Click "NEXT" for Destination Folder to remain as the default or click on "Change" to choose a location of your choice
  5. Click "Install"
  6. Click "FINISH". Close any open windows and get back to your Desktop. The Smart Box icon should now be on your Desktop screen.

E. To create Color Editor shortcut (if so desired)
  1. Click on START, go to ALL PROGRAMS, highlight "Smart Box", a drop down menu will appear, RIGHT click on "Color Editor"
  2. Another drop down menu will appear, highlight "Send To"
  3. Select "Desktop (create shortcut)" then click your mouse button within any open area of your Desktop to close open boxes
  4. Color Edit icon should now be on your Desktop screen

F. Test Software
  1. Run Smart Box software
  2. Make sure you can READ from a preprogrammed memory card and WRITE to the rewritable memory card (aka Flash Card)
  3. If YES; you have successfully updated your XP SP2 system
  4. If NO; please go through steps A through D again

If the Smart Box still doesn't function properly please give us a call and we will do everything we possibly can to get you up and running.
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Q: I put my blank memory card in the slot and the button that says "write" or the machine model # on it, does not highlight.
A: Check the design you put on the rewritable card. It is probably to large for your embroidery machine. (see "how can I check the size of my design?" below) If your machine only has a 4"x 4" sewing field and your design is a 5x7, your embroidery machine will not accept it. You will need to reset the card and Smart Box to allow the card to be written to again. To do this, make sure your Smart Box software is closed. Then insert the blank card into the slot, unplug the back of the box (only from the back of the Box, not from the USB port on the computer). This should reset your card and you can open your software back up again to rewrite to your card. If you are using the SmartBox version 4.2, you would go to "Options" button and set your Smartbox for your specific machine. If your machine is not listed, choose one with the SAME size sewing field. If you do not have version 4.2, you can update at www.simplicitysewing.com under the heading "Downloads".
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Q: I updated to version 42. but now I get the message "socket file missing".
A: To fix the missing socket file message, do the following:

  1. Find your SmartBox icon on your desk top. Right click on your SmartBox ICON only. (do NOT go to Programs). Once you right click on the ICON, choose Delete. The icon will disappear.
  2. Go to Explore (Right click on STart, then Explore). On the left side of the screen, find your Smartbox folder. LEFT click on the folder. This will bring up files on the right side of your screen. Choose the file that says "smartbox" or "smartbox.exe" that has a little box emblem. Do NOT choose the smartbox .pdf.
  3. RIGHT CLICK on the smartbox emblem/picture. From the menu, choose "send to desktop.. create shortcut". Do NOT choose "create shortcut" by alone. It MUST be "send to desktop-create shortcut" Close out the explore screen. You should now have the SmartBox Icon back on your desktop and you should no longer get the Socket file message.
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Q: I digitized my design in a certain digitizing program version 6.0. My Smartbox is not reading the design.
A: The Smartbox is not yet updated past version 5.0 of certain digitizing software.
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