Troubleshooting Common Issues

The app reports "MVNX file has no T-pose frame" or "MVNX file is missing required anatomical landmark(s)".

Cause: The file was exported without all data points, with an older MVNX version, or from a session that was not fully calibrated in MVN Analyze.

Fix:

• Re-export from MVN Analyze as MVNX version 4 with all data points checked
• Make sure the session was recorded with a full sensor setup and a completed calibration
• Re-record the session if the original capture was not calibrated

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 as MVNX version 4 with all data points checked
• 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 as MVNX version 4 with all data points checked — 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
• Keep recordings focused on the task: trim in MVN Analyze before exporting, or trim a live recording in the recording viewer — this reduces file size and processing time significantly

Activation shows "Connection error" or "Server timed out. Please try again." — the application could not reach the Motionprint Licence Server.

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, set it in the Windows proxy settings so the application can route through it. A proxy that requires you to sign in, or one that is configured only through an automatic configuration script, can block the connection — ask IT to allow direct access to the licence server
• Ensure the domain license.motion-print.com is not blocked by a firewall, proxy, or VPN

The app reached a server, but not with the licence server's own certificate. This almost always means your network inspects HTTPS traffic (SSL inspection) and replaces the certificate.

Fix:

• Ask your IT department to exclude license.motion-print.com from SSL inspection
• Alternatively, activate or refresh the licence once on a network without SSL inspection — after that the app works offline for up to 30 days
• If the error persists, contact support@motion-print.com

Your licence key has reached its maximum number of device activations — each seat covers 2 devices.

Fix:

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

The licence key entered does not match any licence on 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

Your subscription has passed its expiry date. The app switches to view-only mode for 7 days — you can open and export existing reports but not process new ones — and then locks entirely.

Fix:

• Contact support@motion-print.com to renew your subscription
• Once renewed, click Refresh in Settings → License while connected to the internet. If the app has already locked, re-enter your licence key on the activation screen

Activation shows "This license has been disabled." The licence key has been administratively disabled; this requires manual intervention.

Fix:

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

A banner reads "Subscription expired — view-only mode". View-only mode only follows an expired subscription. Being offline for too long is different: the app first shows a reminder to connect to the internet, and only locks after 37 days without a licence refresh.

Fix:

• Check the expiry date in Settings → License
• If your subscription has expired, renew it and click Refresh in Settings → License
• If you see a reminder to connect instead, go online — the licence refreshes automatically, or click Refresh in Settings → License

Live recording uses the Xsens MVN SDK, which needs its own active license on the machine. This is separate from your Motionprint Ergo licence key.

Fix:

• Go to Settings → License and check the Xsens SDK License card
• Click Open License Manager, activate the MVN SDK license in Xsens License Manager, then click Refresh status
• If Xsens License Manager is not found, reinstall Motionprint Ergo so the MVN SDK runtime is installed
• No MVN SDK license yet? It can be purchased through Motionprint — contact support@motion-print.com. See the License & Activation Guide

The export shows "Failed to export PDF", "Failed to export Excel" or "Export failed".

Fix:

• 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
• Make sure a file with the same name isn't open in another application
• Restart Motionprint Ergo and export again — 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 exported successfully" 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

Some fields in the Excel report stay empty when the corresponding information was not entered — or is hidden by your privacy settings.

Fix:

• Check whether optional fields such as workplace, evaluator and operator were filled in on the input page or the Score Overview
• Check Settings → General → Privacy — operator and evaluator names are left out of exports when they are hidden there
• Method-specific task inputs (such as load weight and coupling) are required before processing, so they are always present in the export

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

No. Your projects, recordings and recording sessions are stored in your local application data folder (%APPDATA%\MotionPrint), separate from the application installation directory. Updating Motionprint Ergo to a newer version or uninstalling and reinstalling the software does not affect them — your Projects and Recordings Databases remain intact.

If you are reinstalling on a different machine, your projects and recordings will not transfer automatically, as the databases are local to each device.

Deleting a project from the Projects Database, or a recording from the Recordings Database, is permanent. There is no recycle bin or undo — once deleted, the project cannot be recovered. Before deleting, consider whether the project may be needed for future audits or methodology comparisons.

The Power BI report connects to a backend that only runs while Motionprint Ergo is open. Make sure the app is running, then refresh the report again. See Power BI Reporting for the full setup and troubleshooting steps.

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

The theme is set in Settings → General, in the Interface section, and is applied when you click Save and apply.

Fix:

• Make sure you clicked Save and apply after choosing the theme
• If parts of the interface still show the old theme, close and reopen Motionprint Ergo