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.
The requested files can be found in the following locations:
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:
C:\documents and settings\username\application data\HiFi\ASNFSX (or ASNP3D)\ASN_Log.txt
dll.xml and exe.xml file
C:\users\username\appdata\roaming\Lockheed Martin\Prepar3D v2\dll(or exe).xml
C:\documents and settings\username\application data\Microsoft\FSX\dll(or exe).xml
C:\documents and settings\username\application data\Lockheed Martin\Prepar3D v2\dll(or exe).xml
C:\users\username\appdata\roaming\Lockheed Martin\Prepar3D v2\Prepar3D.CFG
C:\documents and settings\username\application data\Microsoft\FSX\fsx.CFG
C:\documents and settings\username\application data\Lockheed Martin\Prepar3D v2\Prepar3D.CFG
[FSX/P3D install path]\as_srv
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.
For more information please visit:
HiFi Forums : http://www.hifitechinc.com/forums
HiFi Support Center: http://support.hifitechinc.com/