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Problems: Purchasing, Downloading, Installing or Activating Prepar3D

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If you are experiencing problems either.......

Purchasing, Downloading, Installing or Activating Prepar3D please go through the steps below to help resolve this

 

INDEX 

1) Unable to Purchase Prepar3D,  "This Site can't be reached"

2) Downloading Problems, Confirming the MD5 Checksum.  Click here

3) Installing Problems, Prepar3D will not Install !  Click here

4) Problems Activating Prepar3D.   Click here

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1)  Unable to Purchase Prepar3D.  "This Site can't be reached"

 

If you are trying to purchase Prepar3D and you are receiving a  "This site can't be reached" message whilst in the Store page,  Please go through the 5 steps below one by one to help resolve your Issue 


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* Please Note: You can purchase Prepar3D on any device with an Internet connection, Your activation details will be mailed to your email account 

 

"You can purchase Prepar3D with a Visa, MasterCard, or Discover credit card. We are unable to accept PayPal payments at this time, and have no plans to accept PayPal payments in the future"


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1) Try using a different Internet Browser to access the Store page,  Maybe try Internet Explorer,  Firefox or Google 

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2) Insure the Windows system Clock and Date is set correct.  Incorrect system time and date can lead to website errors,  check and confirm your system Time and Date

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3) Insure your Antivirus Software Or windows Firewall is not blocking the Store page   
 
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4) Flush the windows DSN Caches (Domain Name System) Its possible the DSN caches has become polluted. This process is quick and easy to complete, Follow the steps in the link provided for Windows 7, 8 and 10 Click Here 

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5)  Check your windows hosts file to Insure secure.prepar3d.com has not been blocked from accessing the Store page.

The hosts file is a computer file that is used by the operating system to map hostnames to IP addresses,  Its possible your Malware or Firewall software has added a Block entry to your host file

You can check this by following the steps below....... 

Type  %WINDIR%\System32\Drivers\etc into your windows search bar and click on the folder to open 

Quote

%WINDIR%\System32\Drivers\etc


1 Type the above Tex into your windows search bar.  2 Click on the folder to open 

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Right click on the hosts file Open with > Notepad

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We are now inside the hosts file, Check and Delete any entry that refers to Prepar3D, follow the steps below  

1 Delete the complete entry  127.0.0.1 secure.prepar3d.com  as seen from the outlined red box.  2  Click File and Save it  (Top left) 

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Please Note:  You will need administrator privileges to successfully Delete any entries Inside the hosts File 

You can also Click and Drag the hosts file to your Desktop, make the alterations and then move the hosts file back in again

 

After completing the above steps Click Here and test to see if this has resolved your Issue   

When you have successfully purchased Prepar3D please see this link for a guide to Download and Install Prepar3D

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2)  Downloading Problems. Confirming the MD5 Checksum

 

If you are experiencing Install errors and broken downloads please go through these steps to help resolve this 

Note:  To Download and Install Prepar3D you will need at least 40 gig of hard drive space 

 

I will download Prepar3D and then use a MD5 checksum tool to confirm if I have a good download

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INDEX 

1) Downloading Prepar3D  (Download Manager)

  • Checking the MD5 Checksum (Confirming a good download)

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2) Problems, The MD5 Checksum is Not matching 

  • Downloading the files Individually 
  • Checking the MD5 Checksum on the file

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3) Error message when Installing Prepar3D 

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4)  Prepar3D will not download ( I have tried everything ) 

  • Additional steps to check and take

 
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Some pre checks before you download Prepar3D........... 

* Antivirus Software:  Check your Antivirus Software or Firewall is not set up to block downloads  

* Hard Drive Space:  Insure you have enough hard drive space to download and install Prepar3D, at least 40 gig 

* Internet Allowance:  Check and confirm you have sufficient Internet data Allowance, (at least 13 gig for the download)  
 

 

1) Downloading Prepar3D  (Download Manager)

For best results use a Download Manager to download Prepar3D (Important)  They are free to use and will allow you the ability to resume a download if your Internet connection is disrupted.

After your download has completed you can now Confirm the MD5 checksum (hash value) on your download against the MD5 Checksum outlined in the Prepar3D downloads page to Insure you have a good download 

I use the MD5 Checksum Utility tool to confirm the correct hash value on my downloads, This tool is free and easy to use.  Click the link provided and follow the steps below  MD5 Checksum Utility

 

  • Checking the MD5 Checksum (Confirming a good download)


 Step 1  (of 3) 

Tick the Box for MD5. 1 Click Browse and navigate to your Zipped Prepar3D v4 folder

2  Double left click on the Zipped Prepar3D folder to add into the File box 

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Step 2 

1 Sign into your Prepar3D downloads page, Right click and Copy the Prepar3D v4 MD5 Checksum number

2 Paste this number into the Hash box 
 
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Step 3 

1 Click Verify,  The Checksum tool will now calculate both sets of numbers 

2  The MD5 Hash has matched, I have a good download, I am now ready to Extract the Zipped folder and Install Prepar3D 

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If you have confirmed the MD5 Checksum You are now ready to Extract the Zipped folder and Install Prepar3D 

For a guide to Install Prepar3D Click here

 

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2) Problems, The MD5 Checksum is Not matching

If the MD5 Checksum does not match this means you have an Incomplete download  (bad download)  

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We will now use the 7zip tool to Extract the Zipped folder as this may give us some clues as to which files we may need to download again.  

Please Note: The following steps below is only an example, you may need to download different files

Right click on the Prepar3D Zipped folder and Extract the files 

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As you can see from the Image there is an error with the Cont1.cab file,  I will need to download this file again. 

We can download the additional files we need Individually from your Prepar3D downloads  

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First,  Delete the Cont1.cab file,  This file is Incomplete (bad download)  

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Next, Sign into your Prepar3D downloads,  Click the + to Expand the Component Files

Click on the cont1.cab file to download,  Insure you use a  Download Manager to download this file   

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After the download has completed I will now confirm the MD5 Checksum on the cont1.cab file 

1 Click Browse and navigate to your downloads. 2 Double left Click on the cont1.cab file to add into the File box 

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1 Navigate back to your Prepar3D downloads,  Right click and Copy the MD5 Checksum number of the Cont1.cab file

2 Paste this number into the Hash box. 3  As you can from the Image the cont1.cab file download is good 

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Now Click and Drag the new cont1.cab file back into your Prepar3D v4 download folder 

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You are now ready to  Install Prepar3D

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3) Error message when Installing Prepar3D 

If you did not Confirm the MD5 Checksum of your download you might see a message like this during the Installation process.  

This message is telling me that the Prepar3D Installer can not find the scene4.cab file. I will need to download this file again 

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Sign into your Prepar3D downloads,  Click the + to Expand the Component Files, Here you can download any additional component files you need to complete the Installation process

Follow the exact same process as above,  Download the file you need, Confirm the MD5 Checksum, Then move the file into your Prepar3D download folder and run the Prepar3D Installer again

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4)  Prepar3D will not download ( I have tried everything )

If you are consistently getting errors and Incomplete downloads,  Please try the following steps

 

1) Clear your web browser cache. (Select your browser from the links for a guide). Google Chrome,  Mozilla FireFox and Internet Explorer

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2) Flush the windows DSN Caches (Domain Name System) Its possible the DSN caches has become polluted.

This process is quick and easy to complete, Follow the steps in the link provided for Windows 7, 8 and 10 Click Here

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3) Check and Confirm your Windows Host file is not blocking the Prepar3D download's page,  Click here for Instructions and follow step 5

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Check your Internet Router and Modem for connectivity Issues

 

Download Connection:   Run a Speed Test to Insure you are getting a good connection

Contact:   Contact your (ISP) Internet service provider and query if there is an connection Issue on the line

Reset:   Plug out the Internet Router and Modem,  Wait for a minute, Plug both devices back in and test again

Wireless Driver:   Update your Wireless driver on your computer

Wired connection:   Try using a Wired connection

Ethernet Cable:   If your using a wired connection Insure the Ethernet Cable has not become perished and worn  

Firewall:   Does your Internet Router have a built In Firewall ? Insure that its not blocking the Site

Firmware updates:   Check the Internet Router \ Modem has had all available Firmware updates


Please Note:  You can also use a Mobile Device as a Hot-Spot to download Prepar3D,  Insure you have enough Mobile data allowance for this download, at least 13 gig

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3) Installing Problems. Prepar3D will not Install !

 

Note: If your just looking for a basic guide to install Prepar3D please see this link to Download and Install

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If you are experiencing problems Installing Prepar3D please go through these steps to help resolve this

I have Included a checklist to confirm before you run the setup_Prepar3D.exe Installer 

I have also Included steps to manually Install Prepar3D if running the setup_Prepar3D.exe fails to Install successfully   


Please Note

* If you already have Prepar3D Installed and you wish to reinstall the same version you must Uninstall/Deactivate first before you reinstall again

Install the newest available version of your v3 or v4, Support will not be provided for legacy versions.

Go though the Prepar3D System Requirements and confirm your computer meets at least the minimum requirements

 

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INDEX

I) Steps to confirm before you Install Prepar3D

II) Installing Prepar3D  

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III) Problems 

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IV) Manually Installing Prepar3D


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l) Steps to confirm before you Install Prepar3D

Please check and confirm these 7 steps before you you Install Prepar3D 

Step 1 

PC Admin: Are you logged onto your windows user account as administrator ?  If not log in now as administrator Or Create an administrator user account and then log in

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Step 2  

Update: Is your Windows Operating system up to date ? Run the Windows Updates and Insure you Install all Important updates available.

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Step 3

Hard drive space: Do you have the required hard drive space to Install Prepar3D ?  

You will need at least 40 gig of hard drive space to Install Prepar3D 

* 13 gig of this hard drive space will be needed on your Operating system for the repair Installers.  

27 gig of hard drive space is required to Install the Core prepar3D folder 

In total you will need at least 40 gig of hard drive to Install Prepar3D 

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Step 4 

Good Download:  Did you confirm the MD5 Checksum on the Prepar3D download ? 

This is an Integrity test and will confirm if the download is good or not. If your download is corrupt or Incomplete Prepar3D will not Install.   You can do this by confirming the MD5 Checksum on the download.  

For steps to confirm the MD5 checksum on the Prepar3D download folder please see This link

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Step 5 

Antivirus  Software:  Did you Disable your Antivirus Software and Firewall  ?  

Insure you temporarily Disable both your Antivirus Software and the Firewall as they may disrupt the Install process  

Also,  Insure your Antivirus Software is still not running in the background after you disable it,  You can check this by opening the Task Manager and manually closing them down

Disable your UAC User Account Control from possibly disrupting the Install Process.   Type UAC in your windows search bar.  Click Never notify and Click Ok

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Step 6

Task manager: Close any programs running in the background that may disrupt the Install process, Programs like  Team_Viewer,  MSI Afterburner,  Evga Precision and so on.  

Open the Task Manager and close any of these types of programs down from running in the background  

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Step 7

USB Devices: Unplug all USB Devices from your computer Including extra monitors and Sound cards (except keyboard and mouse)  If the Install process is successful you can then plug them back in again   

 

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ll) Installing Prepar3D

After you check and confirm the above 7 steps you are now ready to run the Installer again 

You need to first Extract the Zipped folder Before you run the Installer. Use an extract tool like 7zip to extract the Zipped folder

Note: If you encounter error messages when extracting the zipped folder please see This link

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After you extract the zipped folder Run the Prepar3D Installer as administrator.

Right click on Setup_Prepar3D.exe and Run as administrator  (Important)

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You will see this message when the Install process has completed.

Restart your computer,  You are now ready to Activate Prepar3D  

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To activate Prepar3D, Right click on the Prepar3D Icon and run as administrator, follow the prompted steps to activate  

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III) Problems

Additional Steps to check 

If you are still experiencing problems Installing Prepar3D try these 3 additional steps one by one

 

1) Special Characters  Remove any Special Characters in your Windows User name, Characters like /\[]":;|<>+=,?*  

Also insure you are Installing the most recent version available for your Prepar3D v3 or v4

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2) System File Checker:  The System File Checker is a utility in Windows that allows users to scan for corruptions in Windows system files and restore corrupted files

For a guide to use this tool Click here

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3) Corrupt user account:  Its possible you may have a corrupt windows user account

Create another Windows User Account with Admin privileges,  Sign into this new account and then proceed with the Install process 

 

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Error messages during the Install process

These are just some of the error messages you may see during the Install process

 

Hash Value not correct:   If you are receiving a message during the Install process  "The hash Value is not correct"  Or  "File not found"  

You will need to re download or download Individual files and then confirm the MD5 Checksum on the download folder to Insure you have a good download, Click here for Instructions 


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System Locale:  If you are receiving a message during the Install process  Your current Locale is not supported That message is to let you know that you might experience issues on a non-English type computer.  

If you do have Issues,  Change your system location to English (US) 

For steps to change your System Locale Click here


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Failed to copy resource:  If you are receiving a message during the Install process Failed to copy resource Try the following steps

1)  Insure you have logged onto your PC as administrator Or Create an administrator account

2) Remove any Special Characters in your Windows User name, Characters like /\[]":;|<>+=,?*

3) Run a Repair on the Client or the setup_Prepar3D.exe  (Depending on which way you were Installing) 

If the above steps does not resolve your Issue  Create another Windows User Account with Admin privileges,  Sign into this new account and launch Prepar3D as Administrator   Like this 


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Could Not write Value: If you are receiving a message during the Install process Could not write value Complete to Key  This message means there is a system permissions Issue on your system 

Click Ignore the Install process will finish Ok and you will more then likely Not have any problems with this 


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Could not write Prepar3D.cfg: If you are receiving a message during the Install process Could not write Prepar3D.cfg this means due to Read and write permission Issue the Installer could not access and write to the generated folders in the C Drive (Operating system)  

The Installation will finish Ok but you will need to change some settings,  follow the steps below to help resolve this 

1)  Insure you are logged into your PC as administrator,  If not Create an Admin account and sign in

2)  Disable your UAC User Account Control and Restart your computer

3) Check and confirm you have full Read and Write permissions on your  C Drive and the Prepar3D.exe

4) Set up Prepar3D to run as Administrator and now launch it

If you are still seeing this message keep the above steps in place and run a Repair on Prepar3D 

Run the Installer again and click Repair 

If the above steps does not resolve your Issue  Create another Windows User Account with Admin privileges,  Sign into this new account and launch Prepar3D as Administrator 


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For all other error codes like,  0x80070643, 0xfffffff7,  0x800705aa,  0x800713ec, 0x80070005  

Go through the checklist below again as you may of missed a step 

 

Checklist,  Before you Install Prepar3D....... 

* Are you logged onto your PC as administrator ?

* Is your Windows Operating system up to date ?

Do you have the required hard drive space to Install Prepar3D ?  40 gig in total

Do you have more them 13 gig of free hard drive space on your Operating system ?

*Did you confirm the MD5 Checksum on the Prepar3D download folder ?

Did you Disable all Antivirus Software and Firewalls ? Also close them down in the Task Manager

Did you close programs like Team_Viewer,  MSI Afterburner and evga precision in the Task Manager ?

Did you unplug all Unplug all USB Devices from your computer,  except keyboard and mouse ?

Did you Extract the Zipped folder ?

Did you run the Prepar3D Installer as administrator ?


Check and confirm the above points and then run the Setup_Prepar3D.exe again as Administrator

 

 


 

 

 

IV) Manually Installing Prepar3D

* Installing Prepar3D manually should only be done if running the Setup_prepar3D.exe fails to Install successfully 

This process will require you to Install the Prepar3D Component Installers and the Prerequisite Installers Individually    

When you have completed this you will have a full Install of Prepar3D 

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INDEX

1)  Installing the Prepar3D Components Individually

2)  Installing the Prerequisite Installers 


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1)  Installing the Prepar3D components Individually

First Extract the Zipped folder 

You must Install the Client component first

Right click on Install_Client.msi and click Install,  Go though the prompted steps to Install the Client 

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Next:  Right click on Install_Content.msi and click Install,  The process will shortly finish  

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Last:  Right click on Install_Scenery.msi and click Install,  The process will shortly finish  

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With all 3 components Installed you are now ready to run the prerequisite Installers 

 

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2)  Installing the prerequisite Installers

Microsoft Visuals

For Prepar3D v4 Microsoft Visuals 2015 is required.  For Prepar3D v3 Microsoft Visuals 2013 is required 

Prepar3D v4: Download  Microsoft Visuals 2015 x86 & x64 Run the Installers as administrator, Restart your computer

Prepar3D v3: Download Microsoft Visuals 2013 x86 & x64 Run the Installers as administrator, Restart your computer


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Microsoft .NET Framework 

For Prepar3D v4 & v3 

Download  Microsoft .NET Framework 4.6.2 , Run the Installer as administrator, Restart your computer


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Microsoft Core XML (MSXML) 6.0

Download msxmI6_x86.msi,  Right click and Install It,  The process will shortly finish.  

More then likely you already have this prerequisite on your computer  


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DirectX End-User Runtimes (June 2010)

Before you begin...

Create and Name a new folder anywhere on your PC,  For example I created a new folder in my Documents calling it DirectX  

I will point the Installer to this folder and extract the files here 


1) Download DirectX End-User Runtimes (June 2010)

2) Navigate to your downloads and right click on directx_Jun2010_redist.exe  and run as administrator

3)  Click Yes to the terms and conditions 

4)  Click Browse and navigate to your new folder,  Click ok.  The Installer will extract the files here 

5)  Open your new folder,  Scroll down and right click on DXSETUP.EXE and run as administrator


After the Install process has completed Restart your computer  

You are now ready to launch and Activate Prepar3D

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4) Problems Activating Prepar3D

 

If you are experiencing problems Activating Prepar3D please go through these activation error codes as they may pertain your situation  

I have also Included steps with Images to Activate Prepar3D from Another Computer If you have installed your software on a computer without an internet connection


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INDEX

1) Activation Error Codes

2) Activating Prepar3D from Another Computer 

 

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1) Activation Error Codes

Frequently asked Questions....... 


How can I transfer my license to another computer ?

Before making any major changes to your computer (hardware swaps, operating system changes, etc.,) please Uninstall\Deactivate Prepar3D first to avoid activation delays 

Note: Clearing your registry will not release your activation. If you still get error 5013, please email licensing@prepar3d.com with your License ID and a brief explanation.

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Why can I no longer activate after I have reinstalled Prepar3D, updated software, updated hardware, or installed Prepar3D on a new machine? I am getting error 5013 when trying to install. What do I need to do ?

Depending on the license you have, it is likely that you have reached the limited number of activations for your specific license. While the licensing software does recognize that the installs are being done on the same computer, if enough of the computer’s information changes (operating system, external hardware, graphics cards, etc.), it will flag your setup as a different computer. If you need an additional activation, because of a hardware change or you are moving the license to a new computer, please e-mail licensing@prepar3d.com with your License ID and a very brief explanation of the reason you need your license reactivated. Your request will be fulfilled within two business days.

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When I try to activate Prepar3D, I get error 5022. What should I do ?

Error 5022 occurs when your system time does not match our server’s time. In order to activate Prepar3D, you will need to adjust your system time to the correct time for your region.

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When I go to launch or activate Prepar3D I am getting error 309 or 306. What do I need to do ?

This error typically occurs if you have modified your system clock. If you have modified your system clock forward/backward it could be causing this failure. Please check and make sure your system clock is correct. This may require you to restore your computer to a previous restore point to fix the issue.

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When I go to activate Prepar3D, I keep getting error 5012 or 5010. What do I need to do ?  

That error occurs when trying to activate a copy of Prepar3D with an incompatible license type. For example, if you try to activate a Professional version of Prepar3D, but you use an Academic version license ID. You will need to make sure you install the correct version of Prepar3D and use the correct license for that version.

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When I go to activate Prepar3D, I keep getting error 5008. What is wrong ? 

The License ID or the Password cannot be validated. Likely this is because you are entering the wrong activation password. Make sure you are using the activation password that is contained in your invoice email and not your Prepar3D.com forum account password.

 

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2) Activating Prepar3D from Another Computer 

If you have installed your software on a computer without an internet connection you may activate by using a second computer that has an internet connection. This method will result in an instant activation and does not require contacting support. Activating using this method will not allow you to deactivate/reactivate and is only recommended when it is not possible to connect the installation computer to the internet.


Launch Prepar3D,  In the Prepar3D Activation Options click   "Activate from Another Computer" 

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Enter your License ID and Password, Click Continue. You will find these credentials in your purchase email Invoice   

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Click Save Request 

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You will now be prompted to save this file

Select a path to save the offline activation file. You should save this file to a USB drive or any removable media device. 

Click Save,  The Request file will save to the path you have selected,  In the below example I saved this file to my Desktop 

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Click Ok,  the Activation Request file has been successfully saved 

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I now have a Request Activation Icon on my Desktop and ready for the next step

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Insert a USB drive or any removable media device and send this Activation Request file to this drive 

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Right click on the Activation Request Icon and Send to your USB Device 

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When completed safely plug out the USB Device 

 

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A Computer with an Internet connection is now required 

Plug the USB device into a computer with Internet access  If prompted to download ActiveX control,  Click the Download button

Double left click on the Activation Request file to open

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With the file now open Click Download,  A response.xml file will download to your computer 

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You can now send this file to your USB drive or any removable media device

Navigate to your PC downloads,   Right click on response.xml file Send to your USB device 

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When completed safely plug out the USB Device

 

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On the Prepar3D Installation Computer

Plug the USB device back into your Prepar3D Installation Computer.  You can either copy the response.xml file to your computer or load it in directly from the USB drive

Launch Prepar3D and click  "Activate from Another Computer"  

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Enter your License ID and Password again and click Continue 

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1 At the next window click Load Response

2 A search box will appear, Navigate to your USB Device or Desktop and Click on the response.xml to load   

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Activation has been successful, Click Ok,  Prepar3D will now automatically launch 

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