Exception: CustomerId parameter is missing

Exception: CustomerId parameter is missing

Symptom:

If you get this error, it is caused by an issue on Hatch Embroidery user authentication server. Below is a temporary workaround solution for those who have previously used their Hatch Embroidery on this computer AND ticked "Keep me signed in"



Solution:

Please note: This only works IF you have previously successfully used Hatch Embroidery on a PC AND you ticked "Keep me signed in"

If not, you will need to wait and try again or raise a ticket in https://help.hatchembroidery.com/ and they will email you when the issue has been resolved.

While we are working on the fix, there is a workaround for you to get your Hatch Embroidery software back up and running.

1) Please disconnect your PC Internet connection. This means you should ensure that your WiFi is disabled AND your internet cable is disconnected.

2) Relaunch Hatch Embroidery and the software should automatically run.




    • Related Articles

    • Hatch 3 Control Points missing

      Problem: The control points on selected objects are missing in systems updated from a previous version. This problem may be accompanied by "Exception Access Violation Error" messages followed by a system crash. Cause: This problem is related to the ...

    • Hatch 3 - Exception Access Violation

      With the latest release of Windows 11 22H2 update, our Support Team has noticed an increase in reports of Hatch crashing with (EAV) Exception Access Violation or random crashing while using the software. If you've experienced a random Hatch crash or ...

    • Hatch 3 Exception Access Violation errors

      The error message ‘Exception Access Violation’ can appear when zooming, using lettering, printing or scanning, saving designs, or viewing the Color Film. This problem generally relates to the display adapter driver and/or the display adapter itself. ...

    • Hatch 3 desktop shortcut icon is missing

      Symptom / Scenario: The Hatch 3 desktop icon is missing. SOLUTION: Open your Windows File Explorer locate C:\Program Files\Wilcom\Hatch Embroidery 3\BIN Then right-click the filename HatchEmbroidery.exe Select Send to > Desktop (Create Shortcut) This ...

    • Toolbars or Dockers misplaced or missing information - Reset Toolbar Layout

      Toolbars or Dockers misplaced or missing information For various reasons you may run into these issues sometimes: Your re-sequence docker will not stay open or opens with lines. Your Toolbars are misplaced All of your Toolbars are open at one time ...