REQUIRED STEPS BEFORE POSTING FOR SUPPORT HELP
If you are having issues we ask that your review this document before you post within our support forum. This will help us to answer all questions/issues more effectively and rapidly.
BEFORE YOU DO ANYTHING!!!
PLEASE READ THE FOLLOWING BEFORE POSTING A SUPPORT TOPIC
To receive support and gain full access, you must become a VERIFIED member. In order to accomplish this, you must post your REX order number and where you purchased REX into the following thread: http://www.realenvironmentxtreme.com/forums/index.php?/topic/36479-support-verification/&page=1
You will not receive support until you are a VERIFIED member.
The verification topic is ONLY for verification purposes, so please don't add comments, support requests or reposts for verification, as they will be deleted immediately and without reply.
ALWAYS INCLUDE THE FOLLOWING INFORMATION BELOW, PLACED INTO YOUR SIGNATURE. (Only those with the following criteria will be supplied with support first.)
- Operating system and version (32bit or 64bit)
- RAM memory size
- Video card and memory size
- Total hard drive space
- Using REX in a network or not
- Which version of Flight Simulator installed (including service packs)
- Internet connection active or not
- Which antivirus software running
- Whether or not firewall running
- Whether or not you are utilizing FSUIPC
- If there are any error logs in the REX/ErrorLogs folder, make certain to include in your post
- Is UAC turned OFF in Windows
- Where is REX installed
- Where is FSX installed
- Do you start REX by RIGHT CLICKING the exe file and selecting RUN AS ADMIN EACH time?
- What is your RATE AT WHICH WEATHER CHANGES OVER TIME set to in FS?
- Did you use a flightplan from REX when experiencing the error(s)?
- Did you make changes to the CONFIGURATION screen or are ALL the settings stock?
PLEASE READ THE MANUAL. (We have found many of the issues on the support forum can be answered if the user reads the manual. We ask that you PLEASE take a few moments to review the manual before contacting support. If the manual does not help you resolve your issue, feel welcomed to add a support topic.)
FULL VERSION INSTALLATION PROCEDURES
BE SURE YOU INSTALL THE FULL VERSION OF YOUR REX PRODUCT OUTSIDE OF THE PROGRAM FILES/PROGRAM FILES (X86) FOLDER. (If you do this you will not be required to install REX as administrator.)
IT IS RECOMMENDED THAT YOU HAVE FSX / FS2004 / OR PREPAR3D INSTALLED OUTSIDE OF YOUR PROGRAM FILES/PROGRAM FILES (X86) FOLDERS. (We have found on some newer operating systems that you may need to run REX and/or your flight simulator as Administrator to make things operate correctly. We strongly recommend you re-install your flight simulator software outside of the Program Files location.)
UPGRADE INSTALLATION PROCEDURES
PLEASE VERIFY YOU ARE INSTALLING THE PROPER UPGRADE BEFORE INSTALLING IT. (Please verify your current build by going to the ABOUT window in your REX product.)
WE RECOMMEND THAT IF YOU HAVE YOUR CURRENT VERSION OF REX INSTALLED IN THE PROGRAM FILES/PROGRAM FILES(X86) FOLDER THAT YOU UNINSTALL AND REINSTALL OUTSIDE OF THIS FOLDER PRIOR TO INSTALLING THE UPGRADE. (If you do this you will reduce the risk of potential issues. You will also not be required to run REX as administrator.)
PLEASE FOLLOW THE UPGRADE PROCEDURES TO THE MARK. (Over half of the support issues lately in the forums have been caused by user error in regards to installing incorrectly. This can be a major cause for failure if the upgrade is not follow specifically.)
MAKE SURE YOU HAVE TURNED OFF UAC (User Account Control) WITHIN YOUR OPERATING SYSTEM. (We have found this can prevent many REX processes from running properly.)
MAKE SURE YOUR REX PRODUCT HAS INBOUND/OUTBOUND RIGHTS IN YOUR FIREWALL SOFTWARE. (REX products require the internet to operate. It is possible some firewall software may prevent REX from communicating with the internet.)
MAKE SURE THAT REX HAS EXCLUSION RIGHTS IN YOUR ANTIVIRUS SOFTWARE. (Some REX products are required to run .bat functions to convert images. These .bat files can often be construed by Antivirus software as malicious. If REX has not been given exclusion rights, then REX will be prevented from operating properly.)
OVERCLOCKING YOUR SYSTEM. (We have often found that systems are overstressed by overclocking incorrectly. We have found that this can cause issues with REX operating properly with your flight simulator.)
MAKE SURE FILE BACKUP SOFTWARE IS NOT OPERATING WHILE YOU ARE USING REX. (We have found some backup file software can lock files and cause REX to fail while operating. Please be sure that process is not operating while you are using REX.)
MAKE SURE YOU HAVE SET THE SIMULATION FOLDER CORRECTLY. (This means that in some versions of REX you need to browse to the main folder where the main simulator executable is locations such as: fsx.exe.)
UNINSTALL / RE-INSTALL PROCEDURES
MAKE SURE YOU BACK UP YOUR TEXTURES BEFORE YOU UNINSTALL AND REINSTALL REX. (Some REX products backup your textures before they change them. These back files can be found under the parent folder of where the REX product is installed in the THEMES/BACKUP/INITIAL BACKUP folder.)
MAKE SURE YOU CREATE A CONFIGURATION SETTINGS BACKUP ACCOUNT BEFORE YOU UNINSTALL. (Some REX products offer the ability to back up your configuration settings. If you have already created an account, you do not need to create another one OR you may lose access to some of your profiles.)
AFTER UNINSTALLING REX PLEASE RUN CCLEANER TO CORRECT ANY REGISTRY ITEMS. (Just like your hard drive, your registry can become fragmented. We strongly recommend CCLEANER to correct any registry issues you may have. Registry issues can cause software to not operate properly.)
MAKE SURE THAT YOU RUN A SYSTEM DEFRAG AFTER YOU RE-INSTALL REX. (Because some REX products are so large, it can cause your hard drive to become fragmented. We strongly recommend that your immediately run a system defrag after you re-install.)
NEVER PIGGYBACK ON OTHER SUPPORT TOPICS. (If you do your post will be removed. Piggybacking makes it extremely difficult to give support to the original poster.)
DO NOT KEEP BUMPING YOUR POST SO THAT YOUR POST IS AHEAD OF EVERYONE ELSE. (If you do this you will be immediately banned. Our team is dedicated to answering everyone within a timely manner.)
ONLY INCLUDE ITEMS FOR SUPPORT AND NOT PERSONAL OPINIONS OR SUGGESTIONS. (Your thoughts and suggestions ARE IMPORTANT TO US. However, we have an area for personal opinions and suggestions. This inhibits us to getting to you and others effectively. Support items that include suggestions and opinions will be removed.)
PLEASE ALLOW 12 TO 24 HOURS BEFORE A TECHNICAL SPECIALIST RESPONDS TO YOUR TOPIC.
PLEASE DO NOT CALL THE REX GAME STUDIOS 800 # FOR SUPPORT. (Our company phone # is NOT a support hotline and not to be used for support.)
PLEASE DO NOT USE PMâ€™S FOR SUPPORT. (If you use our PMâ€™s for support you will be told to use the support forum.)
PLEASE BE SPECIFIC AND PRECISE ABOUT YOUR SUPPORT ITEM. (Although we understand details about a problem might be necessary at times, we ask that you try to keep it as specific as possible and not wordy. This is to your benefit in that we can promptly get to the issue.)
IF ASKED TO EMAIL US DIRECTLY, PLEASE PROVIDE A LINK TO THE ORIGINAL SUPPORT TOPIC IN THE EMAIL. (This allows us to keep the topic updated with activity and to go back and resolve an issue.)
ALL SUPPORT ITEMS THAT HAVE NOT HAD A RESPONSE FROM A CUSTOMER WITHIN 2 DAYS WILL BE AUTOMATICALLY SET TO PENDING.
ALL SUPPORT ITEMS THAT HAVE NOT HAD A RESPONSE FROM A CUSTOM WITHIN 10 DAYS WILL BE AUTOMATICALLY SET TO RESOLVED AND CLOSED. (If for some reason you are not able to respond to our post within the allotted time, please PM us with a link of the post and we will re-open it.)
BEFORE YOU ASK FOR SUPPORT WE ASK THAT YOU FIRST READ/REVIEW THE USER MANUAL. (Many of the support items asked in our forum can be easily answered by a simple review of the manual. If you ask a question in support that we know can be answered within the manual, do not be surprise OR offended if we direct you back to the manual.)
WEATHER RELATED QUESTIONS MUST BE SUPPORTED WITH METAR DATA WITH DATE/TIME/LOCATION (ICAO). (It is impossible to answer weather related questions without the details. With the date, time, and location we can review our database to see what was being provided.)
REMEMBER THIS IS A SIMULATOR AND NOT REAL LIFE. (There are MANY factors that could affect what you see within your flight simming experience that are out of our control. We are dependent upon 3rdparties to provide weather data. That data can sometimes be delayed or late. We have no control these other operations. Complaints about this will be immediately removed.)