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accumark crashes - after clicking on the model

hello everyone! 
i am having an issue opening a pattern i have received from a customer, i can import the zip but then as soon as i click or right click on the model, accumark crashes and disapperead. 
i have tried to check file the storage area and asked to do the same to them , also they have tried to make a new model but nothing seems to work, i have also tried to select the pieces and open them to PDS and an error comes out and PDS crashed too. 
they are saying that the pattern is fine at thei end and they can open with no issue.. 
 what could it be? 
thansk for any help! :) 

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