Fenix A320 won't work after hardware upgrade

[Gate99 246]

Hi folks,

                 I'm hoping someone here may have some suggestions to get this plane working again for me. Everything was working fine with the plane until I performed a hardware upgrade (CPU, motherboard, and RAM). After the upgrade, and as expected The fenix app (fenix.exe) told me that my license was registered to other hardware. I went to the fenix site and had the license successfully transferred.

But now when I try and use the plane all the display screens are black,no battery voltage is displayed on the overhead panel, and the battery switches don't work. on the EFB I get an orange triangle thats says no connection with the sim. then the regular numpad is displayed. When I press the fingerprint button I get the regular menu items for a split second  then it goes back to the numpad screen. this process repeats itself. 

Here is what I've tried so far to fix the problem. I've updated/installed all of the latest intel drivers. I've installed the latest windows 11 updates. I've un/reinstalled the plane with windows antivirus disabled. I've tried disabling the firewall. I've run msfs and the fenix app. in admin mode. I have also gone in and added an exclusion in antivirus for both the msfs and fenix folders. I'm not using a VPN.

The only thing worth noting is when in the cockpit I notice on the EFB if I restart the fenix app (in admin. mode) i get a msg box stating no connection to sim. A second later another msg states connection reestablished but when i close those messages nothing changes and the EFB goes back to doing the same thing.

I submitted a ticket to fenix about this a few days ago but so far the two things they suggested (reinstall with antivirus disabled, and them questioning if I'm using a VPN) has not fixed the problem. I can't think of anything else to try but I'm hoping someone here may have a suggestion or two. Thanks in advance for any help.

Mark

 

[Bobsk8 12,768]

3 minutes ago, Gate99 said:

Hi folks,

                 I'm hoping someone here may have some suggestions to get this plane working again for me. Everything was working fine with the plane until I performed a hardware upgrade (CPU, motherboard, and RAM). After the upgrade, and as expected The fenix app (fenix.exe) told me that my license was registered to other hardware. I went to the fenix site and had the license successfully transferred.

But now when I try and use the plane all the display screens are black,no battery voltage is displayed on the overhead panel, and the battery switches don't work. on the EFB I get an orange triangle thats says no connection with the sim. then the regular numpad is displayed. When I press the fingerprint button I get the regular menu items for a split second  then it goes back to the numpad screen. this process repeats itself. 

Here is what I've tried so far to fix the problem. I've updated/installed all of the latest intel drivers. I've installed the latest windows 11 updates. I've un/reinstalled the plane with windows antivirus disabled. I've tried disabling the firewall. I've run msfs and the fenix app. in admin mode. I have also gone in and added an exclusion in antivirus for both the msfs and fenix folders. I'm not using a VPN.

The only thing worth noting is when in the cockpit I notice on the EFB if I restart the fenix app (in admin. mode) i get a msg box stating no connection to sim. A second later another msg states connection reestablished but when i close those messages nothing changes and the EFB goes back to doing the same thing.

I submitted a ticket to fenix about this a few days ago but so far the two things they suggested (reinstall with antivirus disabled, and them questioning if I'm using a VPN) has not fixed the problem. I can't think of anything else to try but I'm hoping someone here may have a suggestion or two. Thanks in advance for any help.

Mark

 

Post this on the Fenix Discord for a  quick answer.

[Gate99 246]

35 minutes ago, Bobsk8 said:

Post this on the Fenix Discord for a  quick answer.

Hi Bob,

                 Thanks for the suggestion but on Discord i(n their locked get support channel) they state to first access their knowledge base and then open I ticket. which I've done. 

Mark

 

[carlanthony24 577]

2 minutes ago, Gate99 said:

Hi Bob,

                 Thanks for the suggestion but on Discord i(n their locked get support channel) they state to first access their knowledge base and then open I ticket. which I've done. 

Mark

 

You must be looking at the achieved section that is locked and further above that is all open. You must be looking at the wrong section.

Edited July 29, 2023 by carlanthony24

[Gate99 246]

Ok thanks I'll give that a try.

[jcomm 5,945]

There's a license reset option when you login to your account.

[Gate99 246]

18 minutes ago, jcomm said:

There's a license reset option when you login to your account.

Thanks, but as I mentioned in my post I was able to do the license reset (link it to the new hardware)

 

[Sethos 4,373]

Only thing I could suggest is, after you uninstalled it, make sure you remove residual folders manually, stuff like the Fenix folder hiding in "ProgramData", which contains some config files.

[Gate99 246]

2 minutes ago, Sethos said:

Only thing I could suggest is, after you uninstalled it, make sure you remove residual folders manually, stuff like the Fenix folder hiding in "ProgramData", which contains some config files.

Thanks. I didn't do that. I'll give it a try

[Gate99 246]

6 minutes ago, Sethos said:

Only thing I could suggest is, after you uninstalled it, make sure you remove residual folders manually, stuff like the Fenix folder hiding in "ProgramData", which contains some config files.

I just looked but don't see a fenix folder under "programdata" or in the Microsoft sub folder. I have the store version. Perhaps it's located elsewhere?

[Bobsk8 12,768]

window/programdata/fenix

[Gate99 246]

Just now, Bobsk8 said:

window/programdata/fenix

I'll look there. thanks

[Sethos 4,373]

2 minutes ago, Gate99 said:

I just looked but don't see a fenix folder under "programdata" or in the Microsoft sub folder. I have the store version. Perhaps it's located elsewhere?

Are you looking in the correct folder, C:\ProgramData\Fenix, the "ProgramData" is a hidden folder. Don't think its location should change regardless of store. If it's gone after uninstalling, might mean it removes it properly and doesn't leave it behind.

[Gate99 246]

4 minutes ago, Gate99 said:

I'll look there. thanks

 

5 minutes ago, Sethos said:

Are you looking in the correct folder, C:\ProgramData\Fenix, the "ProgramData" is a hidden folder. Don't think its location should change regardless of store. If it's gone after uninstalling, might mean it removes it properly and doesn't leave it behind.

Yes, I am able to access the programdata folder but there is no fenix folder there. Note I have msfs installed on my D (data) drive. don't know if that makes a difference

[ZKOKQ 984]

Have you added the fenix app to your firewall ?  That can cause the issue you described.