EMB Grade C file

I have Hatch Embroidery Digitizer 2
I really do not do much designing I have a chap who does the designs for me and then I make small changes as needed
This has been working great up until now, he has always sent over grade A files as he uses Wilcom for his designs but yesterday they came over in Grade C and neither he or I know why this is happening
Can someone guide me so I can advise him please

Thanks
Kim