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About rstough

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    Developer / Managing Partner

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  1. Actually we have been answering tickets throughout the weekend for the past month. Our hosting firm that houses our servers is getting hammered right now. They house some serious banks at their location. We will are low priority so they are throttling our bandwidth. I understand, but it will have an impact on our customers. We are looking for other alternatives and fixes to help out as well as trying to address all our customer support needs. If you need support the best way for us to handle the situation in an organized way is through our ticketing system. http://www.rexsimulations.com/support.html.
  2. rstough


    With the demand that has increased due to everyone working at home now and gamers and such our hosting firm that houses our servers is getting hammered. We are low priority compared to the other services they handle. We are doing the best we can and looking into other alternatives as well as updates/fixes to reduce the need for the servers. If you need support please issue a ticket at: http://www.rexsimulations.com/support.html There you can have your serial key reset, request a download and issue a general support ticket. Thank you for your patience in this matter.
  3. With this update moving forward you should not need to do this. We built our new system to not require this. Unless you have a total HD failure.
  4. I am not sure why that would tick you off. The purpose was to test the process of our new update system with our beta team. We had to test it in a real environment. All you had to do was click Cancel or Ok and moved on with the program.
  5. Again I see there are many posts here. It is best that if you need help here are your options: FOR GENERAL INQUIRIES OR JUST TO COMMUNE WITH OTHER SIMMERS - Join our Discord Server https://discord.gg/h3KdtHa For more direct support you have the following options: TO RESET YOUR SERIAL KEY: (Automated process) https://forms.office.com/Pages/ResponsePage.aspx?id=5PDm-Xzh602JiRd9URMT-CTbBaP2SaVIqkD_yxMLYEpUQkY1OTJUQlVJUVYzTUhIMjNCWFozSFNNUSQlQCN0PWcu TO RE-DOWNLOAD YOUR SOFTWARE: (Automated process) https://forms.office.com/Pages/ResponsePage.aspx?id=5PDm-Xzh602JiRd9URMT-CTbBaP2SaVIqkD_yxMLYEpUNE1SSlRQTDY0WktOTUJTOEsxMFhWOTM5TyQlQCN0PWcu FOR DETAIL SUPPORT: (This opens a support ticket with our support team) https://forms.office.com/Pages/ResponsePage.aspx?id=5PDm-Xzh602JiRd9URMT-CTbBaP2SaVIqkD_yxMLYEpUNEtBUFZXQVZMUU0wVzE2Q1RTSDBJVFgwNyQlQCN0PWcu IMPORTANT: For those using the Automated process to reset your key or re-download the software you will be required to provide your serial key and some general information such as the store you purchased your REX product from.
  6. AWESOME!!! Thank you for letting me know.
  7. Can you define the problem you are having when you don't run EF? Did you submit a ticket to our support team? http://www.rexsimulations.com/support.html
  8. Stan - just to confirm that fixed the issue?
  9. I wouldn't call them moronic, but sometimes not very helpful. And what we have found over the past 10 years of doing this that about 90% of all issues cannot be answered with same response. We offer the Discord Channel for general help, but support best happens one on one. More time was spent managing, organizing, and moderating than being able to answer questions effectively.
  10. EF does not have anything related to injecting weather into the simulator. Especially, rendering cloud types. If ASP4 is your weather engine I would direct that question to them. EF only works with what weather has been injected and will try to make the environment more realistic. In regards to the first item, can you clarify more about what you mean by "silly dance you have to do to turn off adaptive lighting?" I think I may be mis-understanding.
  11. Usually our team responses within 12 hours unless it is a weekend. But you will get a response. Unfortunately, we cannot afford a support staff that works 24 hours. We are working on a system that be more automated to resolve more common answers in real-time. We hope to be online with this within the next month.
  12. I think you missed the change LOG. There is a lot going on. We have now moved all the personal themes and settings to our servers so if you have to reinstall or your computer dies you have your settings and personal created themes to pull from. In addition we added the feature that from here on out if you have to re-install or update you "should" not have to re-register the product. Provided key files are not removed or you have a HD failure. Finally, we had several issues related to the EF.DLL that had to be fixed. One was an airspeed issue, that NOT everyone was experiencing and the other was related to an FMS issue. Both of these were very difficult to debug because only a few experienced the issue. EF is a very complex program and involves a lot of back end coding. The facilities and features of EF involves coding without an SDK. There are no interfaces created for what EF does. So therefore, it had to be created to do what it does. Therefore, it takes time to do things.
  13. Thank you for the update. Glad to hear it is working well.
  14. Here are your options for support: For general questions please join our Discord channel: https://discord.gg/h3KdtHa For more direct support you can open a support ticket: http://rexsimulations.com/support.html On that page there are 3 forms: 1.) One form if you need your serial key reset immediately. 2.) One form to receive a direct download link if you are having an issue with you current build. 3.) One general from for more complex issues. Forms 1 and 2 are mostly automated unless we are not able to validate your purchase. Form 3 will be reviewed by our support team.
  15. I think you are missing my point. For general help we moved to Discord because it software we do NOT have pay to maintain and it allows our team more time responses. For more complex support we moved to a ticketing system through our website. This allows us to have more direct contact with customers and keep issues more organized. The original support forum had was a mess and we spent more time trying to keep it in order than servicing customers. We realize we cannot please everyone, but this will not change going forward. From the surveys we receive from our customer support are nearly 5 out of 5.
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