Troubleshooting Common Issues

The MVNX file does not contain all 23 body segments required by the Motionprint Ergo body model.

Cause: The recording was made with an incomplete sensor set — one or more Xsens sensors were not connected, not calibrated, or not recognised by MVN Analyze before the session started.

Fix:

• Re-record the session with a full Xsens sensor set, all connected and calibrated
• Verify in MVN Analyze that all segments show green before starting the recording
• Re-export the MVNX file from MVN Analyze using the default export settings

The file is not valid XML, is missing its subject element, or is missing the frame rate. Motionprint Ergo cannot import it.

Cause: The file was damaged or incompletely written during export, or is not a genuine MVNX export (e.g. a BVH, C3D, or other format with a renamed extension).

Fix:

• Re-export from MVN Analyze using the default MVNX export settings
• If the file was transferred via email or cloud storage, re-download the original — do not open and re-save the file as this can corrupt the XML

The file contains no motion data frames, or is missing the orientation or position data streams required for analysis.

Cause: The recording was empty (started and stopped immediately), or the file was exported without position or orientation data enabled.

Fix:

• Open the recording in MVN Analyze and verify it contains motion data before exporting
• Re-export using the default MVNX export settings — do not deselect any data streams
• Re-record the session if the original capture did not complete correctly

Long recordings (over 10 minutes) or high frame rate exports can take significantly longer to process.

Fix:

• Allow at least 2–3 minutes for recordings over 5 minutes in length before assuming it has hung
• If the app is genuinely frozen (no CPU activity in Task Manager), close and reopen it, then retry with the same file
• Trim your recording in MVN Analyze to cover only the relevant lifting period before exporting — this reduces file size and processing time significantly

The application could not reach the Motionprint Licence Server during online activation.

Fix:

• Confirm the machine has an active internet connection
• Check whether a firewall or proxy is blocking outbound HTTPS connections — the licence server communicates on port 443
• If your organisation uses a proxy, configure it in your system network settings so the application can route through it
• Ensure the domain license.motion-print.com is not blocked by a firewall, proxy, or VPN

Your licence key has reached its maximum number of simultaneous device activations.

Fix:

• Deactivate the licence on a device you no longer need by going to Settings → Licence → Deactivate on that machine
• If the old machine is no longer accessible, contact Motionprint support to manually release a seat
• To add more seats to your plan, see What's Included in Your License

The licence key entered does not match any active licence in the server.

Fix:

• Check the key was copied in full — it should follow the format MP-XXXX-XXXX-XXXX-XXXX
• Avoid extra spaces before or after the key when pasting
• Confirm you are using the key from your purchase confirmation email — trial keys and purchased keys are different
• If your subscription has expired, the key will also return this error until renewed

Your subscription has passed its expiry date. The app enters read-only mode for 7 days, then locks entirely.

Fix:

• Contact support@motion-print.com to renew your subscription
• Once renewed, re-enter your license key on the activation screen to restore full access

The license key has been administratively disabled. This is not a standard activation error and requires manual intervention.

Fix:

• Contact support@motion-print.com with your license key for assistance

Read-only mode activates either when the subscription has expired or when the offline grace period (30 days + 7-day grace) has elapsed without a server check-in.

Fix:

• Connect to the internet — if your licence is still valid, the app will re-validate automatically and exit read-only mode
• If your subscription has expired, renew it and re-enter the licence key, or contact support to receive an updated key

This generic error occurs when the report engine encounters an unexpected state during rendering.

Fix:

• Ensure the assessment completed successfully — if any scores show as N/A, resolve those first before generating the report
• Check the output folder has write permissions; avoid saving to network drives or system-protected directories
• Try saving to a local folder such as your Desktop or Documents instead
• Restart Motionprint Ergo and regenerate — a one-off rendering failure is sometimes resolved by a fresh application session

A blank or partially rendered PDF usually means the file was opened before it had finished writing to disk.

Fix:

• Wait for the "Report saved" confirmation before opening the file
• If the PDF is still blank after waiting, delete the incomplete file and regenerate
• If sections are missing, check that your PDF viewer is up to date — some older readers do not render all embedded elements correctly
• Try opening the file in a different PDF viewer (e.g. Adobe Acrobat, browser PDF viewer) to rule out a viewer issue

Certain columns in the Excel report are only populated when the corresponding assessment inputs were provided.

Fix:

• Verify that all assessment parameters (load weight, coupling quality, frequency) were entered before running the assessment
• For multi-task assessments, confirm all sub-tasks were configured — sub-task columns appear blank if the task was not set up
• Re-run the assessment with the complete input set, then regenerate the Excel report

The target PDF or Excel file is already open in another application, preventing Motionprint Ergo from writing to it.

Fix:

• Close the file in your PDF viewer, Excel, or any other application that has it open
• Then retry the export

The selected save location requires elevated permissions or no longer exists — for example, a disconnected network drive or a system-protected directory.

Fix:

• Choose a different output folder such as your Documents or Desktop directory
• If saving to a network drive, verify it is connected and that you have write access

The drive where the report is being saved does not have enough free space to complete the export.

Fix:

• Free up space on the target drive and try again
• Alternatively, choose a save location on a drive with more available space

On 4K or high-DPI monitors, the application may render at the wrong scale if Windows display scaling is set above 100%.

Fix:

• Right-click the Motionprint Ergo shortcut → Properties → Compatibility → Change high DPI settings
• Enable "Override high DPI scaling behaviour" and set it to Application
• Restart the application for the change to take effect

Chart rendering relies on the machine's GPU. If hardware acceleration is disabled or the GPU driver is outdated, charts may fail to draw.

Fix:

• Update your GPU drivers to the latest version via Windows Update or your GPU manufacturer's website
• If using a virtual machine or Remote Desktop session, GPU acceleration may not be available — this is a known limitation in virtualised environments
• Restart the application — a one-off rendering failure often clears on relaunch

If a monitor was disconnected or display configuration changed, the window may reopen outside the visible display area.

Fix:

• With Motionprint Ergo focused in the taskbar, press Windows + Arrow keys to move the window back onto the screen
• Alternatively, right-click the taskbar icon → Move, then use the arrow keys to bring the window into view

Theme settings may not apply until the application is fully restarted.

Fix:

• After changing the theme in Settings → Appearance, close and reopen Motionprint Ergo
• If the issue persists, reset the appearance settings to default, restart, then reapply your preferred theme