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If Direct Mail cannot open your project

If Direct Mail cannot open your project, it is either because the project is too old, or because the project file itself has become damaged. The sections below contain troubleshooting steps that may help you resolve the problem on your own. If you are unable to resolve the problem, please contact our support team.

If you see the error "The file couldn’t be opened because it isn’t in the correct format" or an error about "persistent store migration"

This error means that Direct Mail failed to upgrade your project because the file itself has become damaged. This can happen due to a failing hard drive, network file system issues, or other software accidentally overwriting your project. You can send your project file to our support team and they may be able to recover the file. Here's how:

  1. Switch to the Finder
  2. Select your project
  3. Choose File > Compress from the menu bar at the top of the screen
  4. Use the Send Email button towards the top-right corner of this page to send us your file.

If nothing happens when you try and open your project

Direct Mail stores certain preferences (like window positions, last selected message, etc.) inside of your project file. If these preferences are ever corrupted, then Direct Mail may have trouble opening your project. Here is how you can reset those project-specific preferences:

  1. Close any open windows in Direct Mail.
  2. Choose File > Open from the menu bar.
  3. Select your project in the file chooser that appears.
  4. While holding down both the Option and Control keys at the same time, click Open.

Direct Mail will reset your project preferences and open your project. If this technique does not work, please contact support for additional assistance.

If you see the error "This document was created with an obsolete version of Direct Mail"

This error may appear if you are upgrading from a very old version of Direct Mail 2 or earlier. You'll need to take some additional steps in order to upgrade a project saved with very old versions of Direct Mail:

  1. Download Direct Mail version 2.3.5 by clicking here.
  2. Using the version of Direct Mail 2 you just downloaded, open your Direct Mail 2 project.
  3. Choose File > Save
  4. Quit Direct Mail 2
  5. Take the Direct Mail 2 project you just saved and open it in the latest version of Direct Mail.

Your project will now be automatically upgraded to work with the latest version of Direct Mail.

A note regarding network file systems

We recommend against saving your Direct Mail projects on a network file system. This includes network volumes shared using AFP, SMB, NFS, and similar protocols. Direct Mail projects use a database file format called SQLite to store and retrieve your data. When the project is stored on your Mac's local hard drive, the file format guarantees the integrity of your data and fast access. However, when the project is stored on a network file system, many other variables come into play that can put your data at risk: network connectivity issues, buggy file servers, buggy file server clients, file locking issues, etc. Over the years, we have seen network file systems cause problems with Direct Mail projects and other file formats, as well.

Instead of saving your project on a network file system, we recommend using our new cloud storage feature. After moving your project to the cloud, you can access it quickly and easily from any Mac anywhere. In addition, you get features like permission control, automatic backup, offline access, mobile access from our iOS app, etc. for free. If you have any questions about cloud storage, please contact our support team.

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