Hi,
If you can please either upload the files here in a reply or send them to
support@notation.com we can have a look at the file(s) and figure out the issue. It typically has to do with a file that is either corrupted, or in some way not standard that we haven't run into before. There are a lot of "non-standard" files that our software can open and fix, but we don't have all anomalies covered as yet.
ttfn,
Sherry