Knowledgebase:
Required Information When Submitting a Support Ticket
Posted by Jordan Jafferjee, Last modified by Damian Clark on 12 September 2016 08:34 PM

 

Related Product: ALL

 


 

Please help us to help you!

 

When submitting a support ticket, in order for our Support Team to deal promptly with your requests, it would be very helpful if our customers would provide us with as much detail as possible. This will ensure the highest and fastest level of customer service and reduces extra time spent to gather additional information.

 

HiFi Technologies, Inc. takes great pride when it comes to our customers’ satisfaction and we want to make sure that the process of submitting tickets and resolving issues is simple and handled in a timely and effective manner.  

 

Your assistance in providing all required information is greatly appreciated.  Please note that failure to include required information most likely will result in a delay in response and resolution.

 


 

Required Information

 

  • For Ordering/Billing/License issues please provide the following information:

    1. Detailed description of the problem or error message (screenshots can also be helpful)

    2. Order Number

    3. License Key

    4. Email Address Used for Purchase

    5. Product Name(s) Purchased



  • For Technical Support issues please provide the following information:

    1. Detailed description of the problem or error message (screenshots can also be helpful)

    2. Order Number

    3. License Key

    4. Email Address Used for Purchase

    5. Product Name and Version

    6. Most Recent Session Logs

    7. dll.xml and exe.xml files

    8. fsx.CFG (or Prepar3d.CFG)

    9. btstrp.txt file

    10. FSUIPC4 log (if FSUIPC4 is installed)




 

The requested files can be found in the following locations:

 


 

Session logs:

 

You can export your session log by opening ASN using Tools -> Export Logs.

 

If you are unable to use the export log function, please find the session logs manually in the below location:

 

Vista/Windows 7/8:

C:\users\username\appdata\roaming\HiFi\ASNFSX(or ASNP3D)\ASN_Log.txt

 

XP:

C:\documents and settings\username\application data\HiFi\ASNFSX (or ASNP3D)\ASN_Log.txt

 


 

dll.xml and exe.xml file

 

Vista/Windows 7/8:

C:\users\username\appdata\roaming\Microsoft\FSX\dll(or exe).xml

or

C:\users\username\appdata\roaming\Lockheed Martin\Prepar3D v2\dll(or exe).xml

 

XP:

C:\documents and settings\username\application data\Microsoft\FSX\dll(or exe).xml

or

C:\documents and settings\username\application data\Lockheed Martin\Prepar3D v2\dll(or exe).xml




 

fsx.CFG/Prepar3D.CFG

 

Vista/Windows 7/8:

C:\users\username\appdata\roaming\Microsoft\FSX\fsx.CFG

or

C:\users\username\appdata\roaming\Lockheed Martin\Prepar3D v2\Prepar3D.CFG

 

XP:

C:\documents and settings\username\application data\Microsoft\FSX\fsx.CFG

or

C:\documents and settings\username\application data\Lockheed Martin\Prepar3D v2\Prepar3D.CFG

 


 

btstrp.txt

 

[FSX/P3D install path]\as_srv

 


 

FSUIPC4 log

C:\Microsoft Flight Simulator X\Modules\FSUIPC4.log

 


 

 

If you are unable to see appdata folders or other locations you may need to enable view of hidden/systems files.  See here for more information: http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7  

 

If you still do not see these logs here, please re-run FSX/P3D "As administrator" so these log files can be properly written.  

 

 


 

More Information

 

For more information please visit:

 

HiFi Forums : http://www.hifitechinc.com/forums

 

HiFi Support Center: http://support.hifitechinc.com/

 

Windows Help Center: http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7  

 

 

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