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Applies to: |
Perpetual Licenses with dongle: |
Embroidery Office version 11-20, Stitch Era version 11-20, Hotfix Era version 11-20 |
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Perpetual Licenses KeyLess: |
Embroidery Office Live version 20, Stitch Era version 20, Hotfix Era version 20 |
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Subscriptions: |
Embroidery Office Live version 17-20, Stitch Era Universal version 17-20, Hotfix Era Universal version 17-20 |
Issue
The program displays an Access Violation Messages including any of the following texts:
•“Access violation”
•“ig9icd32.dll”
•"ig9icd64.dll"
The error may occur:
•Using the program
•Creating a new design
•Opening an existing design
Cause
That "'ig9icd32.dll / ig9icd64.dll" error is actually related to the Intel video card on the computer (it is not a software error). Windows recently released an update and, for some Intel video cards, reverted back again to a non-working driver... and won't let you update to the Universal drivers (the latest ones on Intel website) because this rolled back non-working driver is labeled as customized.
In fact, if you try to install these Universal Drivers, you will get a "Driver attempting to install is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer" message. To bypass this message, you must install a non-customized legacy driver first and then upgrade to the Universal drivers.
How to proceed
Update the software to its latest version. Version 17.20 and Version 20 include a fix for this issue.
IMPORTANT
On version 17.11, we discovered this issue, involving certain specific Intel video cards. These video cards are in conflict with an OpenGL function the software uses.
On February 2019, we released a patch for version 17.11, which solved the issue.
Version 17.20 and Version 20 include the fix and the possibility to check (or uncheck) the OpenGL function. It comes enabled by default.
Most video cards won't be affected by this setting. On the other hand, the ones that are affected (these specific Intel video cards) need to have the OpenGL function disabled.
To disable it, uncheck the "ARB OPTIMIZATION", located in the program settings:
