Hi Bryant,

This definitely sounds like a file corruption since all other files work fine as you say. Unfortunately, the log provided does not contain enough information and without the file it is also very hard for us to identify the exact problem.

The screenshot attached suggests that there are two elements with the same ID, which is obviously not allowed and it should not normally happen either. Maybe the file has also been edited by someone without PM installed? They may have copied existing elements which may explain the issue with the IDs.

Anyway, I suggest we try the following first:
1. In Visio 2010, go to File->Process Modeler->Options->BPMN 2.0 Options->Logging
2. Set the log level to '3'.
3. Click on the 'Clear log' button and close the options with OK.
4. Open the corrupt file.
5. As soon as it is loaded, retrieve the log file C:\Users\[your_username]\AppData\Roaming\itp commerce\Process Modeler\pmlog.txt
6. Send us the file for further inspection.

Since you cannot send us the original file, maybe you are still willing to try the following:
Make a copy of the corrupt file and start deleting random elements (or even pages) from it. Try to make the process as unrecognizable as possible but make sure the document still won't open correctly. If you think you have removed enough information to protect your client, send us the file via e-mail to info@itp-commerce.com