Quick Question:  Has anyone had issues receiving a response back from tickets submitted to Fenix Help Desk? It's been 3 days and I have received nothing in response, other than the email confirming I submitted a ticket. I've not been able to even load the software properly since purchase.

So hopefully someone can assist, since it appears Fenix help tickets are being routed to the south pole.  I’ve trying loading the download to MSFS with no luck.  My steam version of the game is loaded to my “D” drive, and when loading the software it has a default path for the “C” drive, in which I did not change per recommendation of the developer.  However, once loaded, the app appears and once logged in, the apps does not seems to functioning correctly; being responsive and grayed.  The app is left open, and I start MSFS…once in the in MSFS Aircraft Selection screen, there is no Fenix Aircraft.  Maybe I am doing something simply wrong or maybe I am not….but I really wanted to reach out to the MSFS community for help since the individuals monitoring the Fenix Help Desk is out to an extended lunch.  

Any assistance would be greatly appreciated.

Because MSFS does not show the Fenix  - did you check your community folder? Maybe there is something wrong.

The Fenix installer will install the Fenix app on C:\Programms and the aircraft into the community folder.

9 minutes ago, stratone said:

Because MSFS does not show the Fenix  - did you check your community folder? Maybe there is something wrong.

The Fenix installer will install the Fenix app on C:\Programms and the aircraft into the community folder.

Yes, I did check the community folder and it is not showing up there...and I was unaware that MSFS did not show FENIX in the Aircraft Selection Screen.

Thanks for the response.

 

@scowms32 Looks like the Fenix installer putted the ac into a wrong folder (could be you have 2 community folders).

Search for the folder "fnx-aircraft-320" or even "community". 

In the case the Fenix is in a wrong community folder I would recommend:

- delete the Fenix with unins000(exe) from the fenix app (C:\Programs\FenixSim A320) or via Windows app and features

- delete the ac folder from the "wrong" community folder and rename this folder (make sure it is not the folder there all your other sim stuff is installed

- run fenix installer again.

Edited May 26, 20224 yr by stratone

Hey there!

I really apologise for not getting back to you on this, we have been prioritising issues like yours but have received thousands of tickets since launch, and it appears yours fell through the cracks for getting looked at urgently. If you can share your ticket # I'll have the support guys take a look at what happened.

27 minutes ago, Aamir said:

Hey there!

I really apologise for not getting back to you on this, we have been prioritising issues like yours but have received thousands of tickets since launch, and it appears yours fell through the cracks for getting looked at urgently. If you can share your ticket # I'll have the support guys take a look at what happened.

Just direct messaged you the info...thanks for reaching out.

10 hours ago, stratone said:

The Fenix installer will install the Fenix app on C:\Programms

Not if you tell it otherwise.

23 hours ago, scowms32 said:

Just direct messaged you the info...thanks for reaching out.

24 hours later still no response to the ticket.  However, I did manage to get things resolved; just a simple reinstall did the trick.  Apparently I had another community folder on the "c" drive that was causing the issue.  Again thank's everyone for your assistance, and maybe one day I will hear back from that ticket I submitted several days ago to Fenix.  

Edited May 27, 20224 yr by scowms32

Yes, I'm having the same problem today, and still no response from them.

For quick answers, go to their support thread on  their Discord channel. https://discord.com/invite/4c3jkwsh5c

Hello,
I would like to connect to their discord, but a connection verification is requested, and that, through my phone number and impossible to receive their code so that I can let them know my problem.
It remains abnormal not to receive any response by email from them after 4 days of waiting and not being able to access their discord.
I'm starting to regret buying this product.

 

On 5/27/2022 at 4:06 PM, scowms32 said:

24 hours later still no response to the ticket.  However, I did manage to get things resolved; just a simple reinstall did the trick.  Apparently I had another community folder on the "c" drive that was causing the issue.  Again thank's everyone for your assistance, and maybe one day I will hear back from that ticket I submitted several days ago to Fenix.  

So all is your fault and not Fenix , just look at your Dirs before killing other people for something that is yours - sorry but that is the true..

If you messed things up somehow you should look at it and fix it and don't blame others therefor !

cheers 😉

1 hour ago, tydom said:

Hello,
I would like to connect to their discord, but a connection verification is requested, and that, through my phone number and impossible to receive their code so that I can let them know my problem.
It remains abnormal not to receive any response by email from them after 4 days of waiting and not being able to access their discord.
I'm starting to regret buying this product.

 

We've caught up to all support tickets at this point, so I'd recommend checking your spam if you've not received a response.