Understanding and Resolving CBU Failure or Error #80004002 in DRAWings

If you receive a CBU Failure or Error #80004002 when launching DRAWings, it means the software cannot detect the USB security key (dongle). This error can occur due to connection issues, outdated drivers, or a defective dongle.

Follow the steps below to troubleshoot and resolve the issue:

Step-by-Step Troubleshooting

1. Ensure the USB Dongle is Properly Connected:
   Confirm that the USB dongle is plugged directly into a USB port on your computer. Avoid using a USB hub, as some hubs can cause connection issues.
2. Reconnect the Dongle:
   If the error persists, remove the dongle, wait 10 seconds, and plug it back into a different USB port. Attempt to restart DRAWings to see if the error is resolved.
3. Update Dongle Drivers (for Serial Numbers Starting with “50-0” and Metal Housing):
   If your dongle’s serial number starts with “50-0” and it has a metal casing, download and install the latest drivers for the key:
   • Download Link: Marx CBUSetup Driver
   • Unzip the downloaded file and run the CBUSetup.exe installer to update the drivers.
   • After installing the drivers, restart your computer and attempt to launch DRAWings again.
4. Check for Hardware Issues:
   The USB dongle, like other electronic devices, may eventually fail. If the steps above do not resolve the error, the dongle might be defective. Contact DRAWings Support to arrange a replacement if needed.

Additional Diagnostic Steps for Persistent Issues

Find the Event Log for DRAWings 8 and Earlier Versions

For Windows Vista or Windows 7:

1. Go to Start > Control Panel.
2. Open Administrative Tools and select Event Viewer.
3. If a warning appears, click Continue.
4. In Event Viewer, navigate to Applications and Services Logs on the left.
5. Right-click DRAWings and select Save Event As.
6. Save the Event Log as a .evtx file and email it to DRAWings support for further analysis.

For Windows 8, 10, and 11:

1. Press Win + S and type Event. Select View Event Logs or Event Viewer from the suggested options.
2. In Event Viewer, go to Applications and Services Logs.
3. Right-click DRAWings and select Save Event As to save the log as a .evtx file.
4. Email this file to support for troubleshooting.

Obtaining the Application Log for DRAWings PRO X, XI, and XII

For these versions, DRAWings support team requires the application.log file:

Locate the application.log File:

1. Open File Explorer.
2. In the address bar, paste:
   For DRAWings XII:
   %LocalAppData%\DRAWStitch\DRAWings XII\cache
   
   For DRAWings XI:
   %LocalAppData%\DRAWStitch\DRAWings XI\cache
   
   For DRAWings X:
   %LocalAppData%\DRAWStitch\DRAWings X\cache
3. Locate the Application.log file in this folder.
4. Attach this file in an email and send it to DRAWings support for assistance.

Accessing the Application Log on macOS for Artistic Digitizer Users

1. Open Finder and select Go > Go to Folder….
2. Paste the following path into the dialogue box:
   For DRAWings XII:
   ~/Library/Caches/DRAWstitch/DRAWings XII/
   
   For DRAWings XI:
   ~/Library/Caches/DRAWstitch/DRAWings XI/
   
   For DRAWings X:
   ~/Library/Caches/DRAWstitch/DRAWings X/
3. Locate the application.log file.
4. Attach the file in an email reply and send it to DRAWings support.

By following these steps, you can address the CBU Failure or Error #80004002 and provide the necessary information to DRAWings support for a more comprehensive troubleshooting if needed.