I am experiencing technical difficulties with the simulator. What can I do?

First, check the simulator user manual, especially the chapter on troubleshooting. It contains the list of the most common things that could go wrong and its solutions.

If the problem you are having is not solved in the manual or you have tried and failed to fix it, please contact us via the support form that can be found below or via a dedicated support email (simstudio@aformx.si).

Expect a reply between 8am CEST – 4pm CEST Monday through Friday.

Share all the details and be as descriptive as possible. The more we know the better we can help you.

Here are some tips on what you can do to help us troubleshoot the issue:

  • include a Log.txt. This can be found in your X-Plane folder.
  • If you think it is a software problem, include screenshots or a movie.
  • If you think it is a hardware problem, include pics or a movie using your own phone.
  • Try and figure out how to reproduce the issue quickly and easily and describe it to us in detail. 

Simulator Support Ticket

Please fill out the quick form below and expect a reply between 8am CEST – 4pm CEST Monday through Friday.

 

Send message

I have sent you the support ticket. What can I expect next?

Step 1

Once we receive your email, we will contact you to set up a remote or onsite support session to diagnose the issue. 

In case of a remote support session, we expect you to have a stable Internet connection.

Generally, a good upload speed to shoot for is 5 Mbps. Asymmetric DSL (ADSL) usually has speeds up to 1.5 Mbps, while cable internet can have upload speeds from 5 Mbps to 50 Mbps. For most online activities, even ADSL’s 1.5 Mbps is more than enough for a smooth internet experience. We also need you to make sure that the simulator is running, when we want to access it.

This session length depends on the nature of the issue and its complexity. Once we gather all the information on the reported error, we will brief you regarding the next steps.

The price of one hour of this session is 100 EUR without VAT and each first hour is charged. This charge is applied only to the simulators that the warranty has already expired.

Step 2

We will communicate with you the possible solutions and planned next steps. Once we have everything ready, we will initiate a second support session (either remote or on site) to solve the issue.

In case of a remote support session, we expect you to have a stable Internet connection.

This session length depends on the nature of the issue and its complexity. Once we resolve the issue, we will brief you on the steps taken and will test the simulator to ensure its normal operation.

The price of one hour of this session is 80 EUR without VAT and each first hour is charged. This charge is applied only to the simulators that the warranty has already expired.

Step 3

We might ask you for your feedback regarding the simulator operation and our work. This helps us to improve our services and make your experience better next time.