Avancé Embroidery Machine Support
You may notice that the FIRST thing that any of our tech support personnel will ask during any help session is:
“Have you been to training?”
The reason they do that is simple; operating an embroidery machine, sewing out a design, choosing the right supplies are all inter-related. So getting trained one problem at a time is a recipe for frustration, not success.
You can schedule training here.
How Support Works:
Step 1: Use the Troubleshooter below. Answer yes or no questions and follow video instructions to the most common issues.
Step 2: If the Troubleshooting steps didn’t help, ColDesi has an advanced tech support ticketing system we use to make sure everyone gets the help they need as quickly as possible. When you complete the Ticket form it is put into the queue for the next available qualified technician. Because some days we get more support requests than others, and some problems take more time to solve than others, our response time varies.
TIP: Include a detailed description of the problem AND photos or videos if you can.
It’s VERY important to us that you get back up and running as quickly as possible, so you will hear from us as soon as possible.
Avancé Support Troubleshooters
Designed to get you back up and running as quickly as possible.
We’ve taken the top 10 most common support questions and built a brand-new troubleshooting tree to help you get back up and running as soon as possible… without having to fill out a support request!
Simply answer a few Yes or No questions about your issue and the system will lead you through a series of simple fixes, including video instructions. If for some reason the Troubleshooter steps don’t resolve your issue, you’ll still be prompted to complete a support request – already haven taken those first steps to a solution.
Trims Are Failing
Thread is pulling out of the needle
Thread is looping on my design
Thread is shredding while sewing
I am getting a “No Needle” or “Color Change Overtime” error
Needles are not stitching
I am breaking needles
I have long threads (tails) on my sewouts
I am getting lots of thread breaks
I can’t load a design from my USB thumb drive
Most Frequently Asked Questions
And here are our most common requested tips, tricks, maintenance instructions and more.
Frequently Asked Questions
Greasing The Wiper Bracket
Oiling The Right Side Of The Machine
Oiling The Shaft and Linkage on the Right Side of the Embroidery Head
Oiling The Needle Bars and Lower Felt Pads
Oiling The Color Change Bearings
Oiling The Left Side Of The Embroidery Head – Reciprocator Rod
Oiling The Bed Arm
Greasing The Color Change Gear