NEED HELP? PLEASE READ FIRST! 08/08/2017REQUIRED 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 Overclocking? 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.)
The update for REX 4 Texture Direct w/Soft Clouds has been released. You can download through your application or manually via the link below: PLEASE NOTE: The full version of REX 4 Texture Direct with Soft Clouds - Enhanced Edition has not be released yet and will be available in stores around Tuesday. The Soft Clouds integration will also be released on Tuesday.
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Hello Everyone – We are very excited for what looks to be a banner year in the simulation industry. It is our goal to provide the best possible products for all current and future platforms. With 2017 underway, the community is anticipating new and/or improved flight simulator platforms to be released from Dovetail, Lockheed Martin, AeroFly, and Laminar Research. First we would like to reflect briefly on 2016. Worldwide Airports HD was our signature release in late November. We are very pleased with the acceptance of this product within the flight simulator community. In addition, we look forward to continually enhancing this product by adding new features. Presently, we are working on 10 additional 3D airport vehicles as well as KDCA – Reagan National as the next enhanced airport pack. We plan to add additional features to the product over the next several months. The vision for our company for 2017 can be summed up in two words: improve and expand. In improvement, we have two areas of focus: 1. Improved customer care. We envision customer care more than just product support, but to also include product pricing. a. Product Support: We will be improving and expanding this area during 2017, and will offer a full featured three-tier support system: i. Tier 1 support is for basic needs and will be provided through our current support forum. ii. Tier 2 support is for specific needs with a direct connect to our developers. iii. Tier 3 support involves a dedicated one-on-one online session. Here, a customer care tech will utilize our online session software to assists our customers to setup, trouble-shoot, and advise on specific needs with a hands-on approach. b. Product Pricing: During 2016 we have noticed a change in the worldwide market place. Our goal has never been one of greed, rather a reasonable pricing structure. In 2016 we implemented an automatic price cut of 30% on most of our products. We also implemented an aggressive customer referral program at our store. Customers that refer up to 3 new customers receive 30% off their next purchase as well as the new customer they refer. We will continue to look at new ways to provide top quality products at reasonable and affordable pricing. 2. Improved product support. With many of our customers having multiple REX products we recognize that it can become quite difficult to support and maintain. Our plan is to centralize the maintenance of these products through one hub. REX AXIS will be a central hub where customers can control and maintain their REX products. A user utilizing REX AXIS will be able to download the latest full versions as well as any updates to a product. In addition, customers will be able to have live real-time contact with the REX support staff and other REX customers via REX AXIS. In addition to REX Axis, all future products will include a logging system to alert the developers of potential issues. A user will be able to submit these logs and they will be immediately forwarded to our developers for review. This will allow our developers to provide more timely patches for improved products. In regards to the area of expansion, we have two areas of focus: 1. Expand our product line. This represents several things: first, it means to continually expand our current products on the market. Secondly, it means to add new products to the market. a. Support for current products: We pride ourselves on keeping support of past products. During 2016 we saw the release of public betas of Service Pack 4 for REX Essential and OverDrive, improvements of the mapping features of REX FS2004 OverDrive, and enhancements to REX4 Texture Direct and Soft Clouds. With the upcoming release of Sky Force 3D, we will be planning improvements to REX Essentials, REX Texture Direct and Soft Clouds to take advantage of all the features that Sky Force 3D provides. b. Adding new products: Our company has been one that always looks to the future and how it can improve what it has done in the past. We have a unique and strong line of new products on the horizon for 2017. i. Sky Force 3D – A new approach to the environmental representation of weather features within FSX and P3D. ii. Worldwide Airport Enhancement Packs – New add-on texture packs for REX Worldwide Airports HD, designed specifically for the 30+ custom airports within FSX and P3D. iii. SIMAIR – A massive multiplayer experience that brings the realism of management, an air carrier and pilot in one place. iv. REX AXIS – A new product management tool, that centralizes all REX products and maintenance into one package. 2. Expand staff, platforms, partners, and areas of development. We have been looking for new areas to expand. a. Additional Staff - Over the next several months we will be adding additional staff to handle key areas of development. This will include areas such as 3D modelling, texture artists, programmers, as well as support staff. b. Additional Platforms – As mentioned before we anticipate three new flight simulator platforms to be released this year. We are evaluating each one for the potential of possible tools/utilities to offer enhancements of each product line. c. Additional Partnerships – We recognize that there are some great companies out there that have the same vision as ours. In 2017, we are looking forward to expanding and improving our partnerships with these companies with a goal to offer the best possible products for our community. d. Additional Areas of Development – We have two companies in one. While REX Simulations is our core business, REX Game Studios has been making strides in the arena of independent “indie” game development. We are excited about the reception we have received with Storm Quest Game. Though this project has been on hold for a while, over the past year there have been huge advancements in design and development. We are excited about the opportunities for the future. This is the heartbeat of our company. We would like to thank all of our customers for their continued dedication and support. We look forward to an exciting 2017 and beyond with all of you. Sincerely, Reed Stough and Tim Fuchs Managing Partners