If Direct Mail cannot open your project, it is usually due to one of the following reasons:
- The file has been damaged
- The file is too old
- You do not have permission to open the file
Damaged Project File
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", then it could be that 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 (like third-party sync software). You can send your project file to our support team and they may be able to repair it for you. Here's how:
- Go to the Finder
- Select your project
- Choose File > Compress from the menu bar at the top of the screen
- Use the Send Email button on the right-hand side of this page to email the compressed file to us.
Our engineers will take a look at your file and let you know if it can be repaired.
Obsolete Project File
If you see the error "This document was created with an obsolete version of Direct Mail", it means you are upgrading from a very old version of Direct Mail. You'll need to contact our support team to upgrade it for you, or try it yourself by following these instructions:
- Download Direct Mail version 2.3.5 by clicking here.
- Using the version of Direct Mail 2 you just downloaded, open your Direct Mail 2 project.
- Choose File > Save
- Quit Direct Mail 2
- 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.
Bad Permissions
Projects in the Cloud
If you are opening a project that is saved in the cloud, the owner of the project must have given you permission to do so. If the owner withdraws that permission, you will not be able to open the project any longer. If you are having trouble opening a project saved in the cloud, make sure you are signed in to your Direct Mail account and make sure that the project owner has given you permission to open it.
Projects on Your Mac
If you are opening a project that is saved on your Mac but are stopped by an error message related to "permissions", here are steps you can try:
- Go to the Finder
- Select your project
- Choose File > Get Info from the menu bar at the top of your screen
A window will appear with information about the file. At the bottom of the window is information about the permission you have to access the file. You'll need to make sure that your permission is "Read & Write". If necessary, change the permission, close the window, and try opening the file again.