{"id":2141,"date":"2024-11-11T15:01:54","date_gmt":"2024-11-11T15:01:54","guid":{"rendered":"https:\/\/www.drawstitch.com\/blog\/?post_type=knowledge-base&#038;p=2141"},"modified":"2025-10-21T11:28:23","modified_gmt":"2025-10-21T11:28:23","slug":"how-to-collect-and-send-required-information-for-drawings-support","status":"publish","type":"knowledge-base","link":"https:\/\/www.drawstitch.com\/blog\/knowledge-base\/how-to-collect-and-send-required-information-for-drawings-support\/","title":{"rendered":"How to Collect and Send Required Information for DRAWings Support"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">If you experience any issues with your DRAWings software, please gather and send us the following information to help us diagnose and resolve the problem: <strong>Serial Number<\/strong>, <strong>Application Log<\/strong>, and <strong>System Information<\/strong>. Follow the instructions below to locate and attach each file.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">USB or Software Key Serial Number<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The Serial Number of your USB or Software Key helps us identify your license. You can find it in the <strong>Help &gt; About<\/strong> section of your DRAWings software.<br><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"244\" class=\"wp-image-2106\" style=\"width: 400px;\" src=\"https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/DRAWigns-find-serial-number.webp\" alt=\"DRAWigns-find-serial-number\" title=\"\" srcset=\"https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/DRAWigns-find-serial-number.webp 1000w, https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/DRAWigns-find-serial-number-300x183.webp 300w, https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/DRAWigns-find-serial-number-768x468.webp 768w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/li>\n\n\n\n<li>Note: The Serial Number typically starts with &#8220;50-00\u2026&#8221;, &#8220;60-00\u2026&#8221;, or &#8220;70-00\u2026&#8221;.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Collect the Application Log<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">For DRAWings PRO on Windows:<\/h4>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open <strong>Windows Explorer<\/strong> by double-clicking the <strong>My Computer<\/strong> icon.<br><img loading=\"lazy\" decoding=\"async\" width=\"600\" height=\"137\" class=\"wp-image-2109\" style=\"width: 600px;\" src=\"https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/Applicationlog.webp\" alt=\"Application.log\" title=\"\" srcset=\"https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/Applicationlog.webp 1000w, https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/Applicationlog-300x69.webp 300w, https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/Applicationlog-768x176.webp 768w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/li>\n\n\n\n<li>In the address bar, paste the following path and press Enter:<\/li>\n<\/ol>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading2141_04e65b-f4, .wp-block-kadence-advancedheading.kt-adv-heading2141_04e65b-f4[data-kb-block=\"kb-adv-heading2141_04e65b-f4\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading2141_04e65b-f4 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading2141_04e65b-f4[data-kb-block=\"kb-adv-heading2141_04e65b-f4\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading2141_04e65b-f4 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading2141_04e65b-f4[data-kb-block=\"kb-adv-heading2141_04e65b-f4\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h6 class=\"kt-adv-heading2141_04e65b-f4 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading2141_04e65b-f4\">For DRAWings PRO XII<\/h6>\n\n\n\n<pre class=\"wp-block-code\"><code>   %LocalAppData%\\DRAWStitch\\DRAWings XII\\cache<\/code><\/pre>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading2141_c7a0c3-e8, .wp-block-kadence-advancedheading.kt-adv-heading2141_c7a0c3-e8[data-kb-block=\"kb-adv-heading2141_c7a0c3-e8\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading2141_c7a0c3-e8 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading2141_c7a0c3-e8[data-kb-block=\"kb-adv-heading2141_c7a0c3-e8\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading2141_c7a0c3-e8 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading2141_c7a0c3-e8[data-kb-block=\"kb-adv-heading2141_c7a0c3-e8\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h6 class=\"kt-adv-heading2141_c7a0c3-e8 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading2141_c7a0c3-e8\">For DRAWings PRO XI<\/h6>\n\n\n\n<pre class=\"wp-block-code\"><code>   %LocalAppData%\\DRAWStitch\\DRAWings XI\\cache<\/code><\/pre>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading2141_51a1dc-ba, .wp-block-kadence-advancedheading.kt-adv-heading2141_51a1dc-ba[data-kb-block=\"kb-adv-heading2141_51a1dc-ba\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading2141_51a1dc-ba mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading2141_51a1dc-ba[data-kb-block=\"kb-adv-heading2141_51a1dc-ba\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading2141_51a1dc-ba img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading2141_51a1dc-ba[data-kb-block=\"kb-adv-heading2141_51a1dc-ba\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h6 class=\"kt-adv-heading2141_51a1dc-ba wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading2141_51a1dc-ba\">For DRAWings PRO X<\/h6>\n\n\n\n<pre class=\"wp-block-code\"><code>   %LocalAppData%\\DRAWStitch\\DRAWings X\\cache<\/code><\/pre>\n\n\n\n<ol start=\"3\" class=\"wp-block-list\">\n<li>In this folder, locate the file named <strong>Application.log<\/strong>.<\/li>\n\n\n\n<li>Attach the <strong>Application.log<\/strong> file to your email.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Generate the System Information File<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>In <strong>Windows 11, 10<\/strong>, type <strong>System Information<\/strong> in the search bar and press Enter.<br><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"465\" class=\"wp-image-2142\" style=\"width: 300px;\" src=\"https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/System-Information.webp\" alt=\"System-Information\" title=\"\" srcset=\"https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/System-Information.webp 516w, https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/11\/System-Information-194x300.webp 194w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/li>\n\n\n\n<li>In the System Information window, go to <strong>File &gt; Save<\/strong>.<\/li>\n\n\n\n<li>Save the file as an <strong>.NFO<\/strong> file (System Information File).<\/li>\n\n\n\n<li>Ensure the <strong>.NFO<\/strong> file is at least 1 MB in size for it to contain the necessary details.<\/li>\n\n\n\n<li>Attach this <strong>.NFO<\/strong> file to your email.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">Final Step: Email the Files<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Once you have collected the <strong>Serial Number<\/strong>, <strong>Application.log<\/strong>, and <strong>System Information .NFO<\/strong> file, attach these to an email and send them to our support team.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">This information will assist us in troubleshooting your issue accurately. Thank you for your cooperation!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you experience any issues with your DRAWings software, please gather and send us the following information to help us diagnose and resolve the problem: Serial Number, Application Log, and System Information. Follow the instructions below to locate and attach each file. USB or Software Key Serial Number Collect the Application Log For DRAWings PRO&#8230;<\/p>\n","protected":false},"author":1,"featured_media":1287,"template":"","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":""},"categories-kb":[308,306],"class_list":["post-2141","knowledge-base","type-knowledge-base","status-publish","has-post-thumbnail","hentry","categories-kb-how-to-faqs","categories-kb-support"],"acf":[],"taxonomy_info":{"categories-kb":[{"value":308,"label":"How to FAQs"},{"value":306,"label":"Support"}]},"featured_image_src_large":["https:\/\/www.drawstitch.com\/blog\/wp-content\/uploads\/2024\/04\/DRAWingsXII_head.webp",800,414,false],"author_info":{"display_name":"DRAWings Embroidery Software","author_link":"https:\/\/www.drawstitch.com\/blog\/author\/drawings\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.drawstitch.com\/blog\/wp-json\/wp\/v2\/knowledge-base\/2141","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.drawstitch.com\/blog\/wp-json\/wp\/v2\/knowledge-base"}],"about":[{"href":"https:\/\/www.drawstitch.com\/blog\/wp-json\/wp\/v2\/types\/knowledge-base"}],"author":[{"embeddable":true,"href":"https:\/\/www.drawstitch.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.drawstitch.com\/blog\/wp-json\/wp\/v2\/media\/1287"}],"wp:attachment":[{"href":"https:\/\/www.drawstitch.com\/blog\/wp-json\/wp\/v2\/media?parent=2141"}],"wp:term":[{"taxonomy":"categories-kb","embeddable":true,"href":"https:\/\/www.drawstitch.com\/blog\/wp-json\/wp\/v2\/categories-kb?post=2141"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}