Returning Customers FAQ
Read This First BEFORE Contacting Support
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The fastest way to get support is to check the common issues below. 95% of inquiries we receive are related to these common issues.
DO NOTE: If you ask a question that's listed in this FAQ, our support staff will reply with a similar answer here. So take a look at the common questions before sending us a support ticket. |
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Check These Common Issues and Answers First:
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Having problems installing on Windows 10, 8, 7 or Vista?
If you're getting stuck during installation on Windows 7 or Vista machines, please try the following steps:
1. You must run the installer file as "Administrator". If not, you will receive permission errors. To make sure you have that enabled in Windows, please follow the instructions here
2. Disable all firewalls and anti-virus software that may be blocking the installation process. Then try running the installer again.
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I cannot download the files.
Please note these files are reasonably large.
Your ISP might have cut you half-way resulting in an incomplete file.
If the full file is not downloaded correctly you will receive an error when you try to install the file. Check the file is the correct size if not please simply re-download the file again . The best way to resolve this is to "RE-DOWNLOAD" the entire file again. HINT: Use a download accelerator to speed up the download process and to prevent any partial download errors.
A great free download accelerator is DAP and you can download it for FREE at SpeedBit.com
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Password required while downloading aircraft and sceneries?
For the files in the aircraft and scenery section - You can only download 1 file at a time.
If you try to download multiple files, you will be rejected and asked you to enter a password. This is because the server does not accept multiple connections.
If you have a slow internet speed, opt for the 4-DVD edition in the members area.
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How do I login to the members area?
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How do I order the 4 DVD Edition?
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Why must I pay more for the DVDs?
The 4-DVDs cost an extra $39.95. The price you've paid only includes the digital download edition.
The extra 4-DVD payment includes all production costs and worldwide shipping. Furthermore, it includes an extra 110 planes and 100 scenery maps.
It is not critical to get the DVD since everything is available online. If you do want a backup or the ease of access with the DVDs, then this option is for you.
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I can't seem to take-off or fly the plane
Please take a look at the controls available in our manuals.
You should read "PFS_Short_Reference_Guide.pdf" to view all the available controls. Spend some time experimenting with the cockpit and its functions. Do remember that this is a simulator. You need to spend some time learning the controls.
Also take a look at the complete user guide: "PFS_GettingStarted.pdf". It shows you in complete details how to fly and control the plane.
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Which flight controllers (joysticks, rudders) do you recommend?
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I've not received my 4 DVDs yet - Shipping information
ProFlightSimulator is provided as a download. You can get access to it in the members area.
The DVDs are ONLY provided to those who have selected that option IN THE MEMBERS AREA to upgrade. For customers who have bought the discs and have not received it, please note that your item have been prepared and shipped within 72 hours after your payment
It takes about 12 working days for standard shipping.
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Other technical problems not listed here - Read this first!
If you've a technical problem not listed here, please open a support ticket and you must provide the following information:
1. The full error text message you received
2. Your operating system (Win 7, Vista, XP, Mac)
3. When did the problem occur? (during installation, downloading or while running the game?)
4. Important: A screenshot or screengrab of the error message. Click on this link to learn how to take screenshots.
Providing us with screenshots will greatly assist us in providing you with a prompt solution. Omission of any details will result in technical support delays. So please be as specific as possible!
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