Just wondering if anyone is having a challenge getting a response from Support?

I am still awaiting a response to my last communication re a problem from several days ago.

2 hours ago, dbw1 said:

Just wondering if anyone is having a challenge getting a response from Support?

I am still awaiting a response to my last communication re a problem from several days ago.

Not used it for maybe 10 years, did you go through

https://www.x-plane.com/support/

2 hours ago, dbw1 said:

Just wondering if anyone is having a challenge getting a response from Support?

I am still awaiting a response to my last communication re a problem from several days ago.

What where you expecting. You wont always get a response on a bug report. They all get tested and confirmed. If confirmed you might. They get lots cant respond to everyone.

2 hours ago, dbw1 said:

Just wondering if anyone is having a challenge getting a response from Support?

I am still awaiting a response to my last communication re a problem from several days ago.

Didn't you receive a ticket notification?

 

3 hours ago, dbw1 said:

Just wondering if anyone is having a challenge getting a response from Support?

I am still awaiting a response to my last communication re a problem from several days ago.

I have reported a multitude of bugs, if it is checked, they usually email you. Took them 4 months to get back to me after a bug report.

I think its a matter of, I reported a bug it must be a bug. There is a bug that even Janov admits is a bug, has being reported by a few, but Laminar cant reproduce, might be hardware related, that makes it difficult. Even like the 900 series cards they actually gad to buy one to fix its issues.

A lot of assumption going on as OP didn't say its a bug or what the support issue is. The constant condescending tone is very disturbing.  The sim needs new blood and not some unwelcome message.   

In either case the last bug I submitted with G1000 crashing my sim took around 9 days after submitting for the developer to came back with a response and asked me to help them reproduce the issue.  Really depends on what the support issue is about.  OP feel free to post the log file and describe the problem.  Some of us here might be able to help.  

Also latest version of XP introduce a feature called "enter SAFE mode". To go into safe mode just press the CTRL Key during startup of the sim. 

5 hours ago, dbw1 said:

Just wondering if anyone is having a challenge getting a response from Support?

I am still awaiting a response to my last communication re a problem from several days ago.

That's annoying!

However, I've never needed support direct from Laminar. In the rare cases I need help with something, a quick Google usually gets it.

If not then, a trip to the X-Plane.org forums, or even on Reddit.

The developer's Discord is a good option, too - obviously a whole bunch of people with the same set of interests, and the devs tend to frequent in their own.

I always get a confirmation email after I've submitted a PR. If I don't I resubmit one a few days later, but that only happened once.

Devs do hang out on Discord. I've been involved in a "troubleshooting session" with a Discord LR dev and he finally saw what I saw and gave me a ticket number then and there.

Marco (and others) also emails if he has questions about a ticket. The communication is very short, but it is, at least, communication.

I didn't receive any compensation for this defense of LR.

3 hours ago, Sims Smith said:

condescending tone is

Where, ???

I did receive a reply today. We have exchanged emails back and forth over a couple/few weeks. I've provided more info. So we'll see how this plays out.

Unusual as my XP12 has been running like clockwork. The problem is only with XP and none of my other installed sims. It's a CTD on startup. 

he reason I asked the question was i wondered were they on a shut down (vacation? whatever) and I had just overlooked it.

5 hours ago, UrgentSiesta said:

or even on Reddit.

You're brave.  Reddit can be like walking through a prison in El Salvador.

22 minutes ago, GoranM said:

You're brave.  Reddit can be like walking through a prison in El Salvador.

Actually the X-Plane subreddit /r/Xplane is a pretty cool place.   Tons of LR developers hang out in there.  People are generally friendly and helpful.  If you are talking about /r/flightsim, yeah I would agree.  

2 hours ago, Sims Smith said:

Actually the X-Plane subreddit /r/Xplane is a pretty cool place.   Tons of LR developers hang out in there.  People are generally friendly and helpful.  If you are talking about /r/flightsim, yeah I would agree.  

Kinda tells its own story.  The X-Plane subreddit is a cool place.  The flight sim subreddit...isn't.  Mirrors other public forums...if you catch my drift.

Laminar support is pretty busy - there is a steady influx of new and returning users and as a flightsimulation program - especially one that has a core mission statement of being as realistic as possible - it is a complex piece of software and many users struggle with very basic things and perceived bugs and turn to support for help, clogging up the pipelines for people with "real" problems.

I second the advice given above, there are quite a few fan sites out there, some affiliated with LR, some not, and it is usually much faster to get a good response on those (plus you sample the knowledge of many users, not just the one support guy you are talking to).

The quality and tone of the replies you get will be a direct result of the quality and tone of your question, though. Ask in a polite, clear and concise way with a solid description of your problem (and provide a copy of your log.txt) and I am certain you will have your answer within a few hours at most.

Especially a crash can usually be fixed within a few minutes (although often the cure is not pleasant for the user 😄).

Cheers, Jan