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Topic ClosedHow to Obtain Support (VERY IMPORTANT)

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Corey View Drop Down
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Direct Link To This Post Topic: How to Obtain Support (VERY IMPORTANT)
    Posted: 05 May 2012 at 2:47pm
Welcome to the new QualityWings Support Forums hosted by Flight1.
 
QualityWings has partnered with Flight1 for all releases post Ultimate 757. In order to better serve our customers, the move to a single Support solution was necessary. 

The method for obtaining support for the 757 IS NOT THE SAME as how to obtain support for the New Ultimate 146.
 
Support for the Ultimate 757
Licensed Registration is no longer necessary. All customers are free to post support related topics without needed any special User registration. There may be times when you will need to contact QualityWings via email, such as when requesting Reactivation of your product. This is to prevent you from sharing confidential information such as Order Numbers via the Support forum.

Support for the Ultimate 146
Users will be required to register your purchase to access the Licensed Member support area. Click here to do so.

Product Manuals 
While your Development and Beta Test teams (along with Flight1 Support) try to be as helpful as possible, when we look at posted questions that are outlined in the Quick Start Guide AND the Users Manual - you are much less likely to get a response. In INCREDIBLE amount of time was put into those guides to answer common questions. We also worked harder on the Quick Start Guide for the QW146 in response to critiques on the QW757...mainly those who just really wanted to get going as quickly as possible, but wanted to get a basic feel of the airplane.
If you don't know where these documents are, please navigate to the QualityWings folder in your Windows Start Menu. Of course there are times that the Users Manual doesn't answer a question...But over half of the questions asked here are answered in the manuals!
P.S - this is a very nice way of saying RT_M! LOL
 

Please carefully read through this page so that you can receive the proper support.

Important QualityWings Support Policies: All product technical support is handled via a web forum system. There is no telephone based support. There are slight differences in how ecommerce issues are dealt with between Ultimate 757 and Ultimate 146 products. Forum support for both products is via our web forum (see link below) but ecommerce issues such as problems with your order, website questions, or other issues related to your orders are handled differently.

  • For the Ultimate 757, please contact us via this form for ecommerce issues ONLY.
  • For the Ultimate 146, please see the Flight1 Support Policy.

  • QualityWings staff members do not have assigned hours of operation, but we periodically monitor these forums several times daily , excluding holidays. Our staff is not required to work weekends so any forum post or support ticket may not be answered during weekend or holiday hours. We ask that you remain patient when waiting for a response as we have members patrolling the forums as varying times due due to our locations around the globe. When posting to the forum(s), please make sure you direct your post to the correct forum. Misdirected posts may not get a staff reply.

    Support for Ultimate Collection Products

    Support for all of our products is via the forum below:
    http://qwsim.flight1.net/forums/forums.html
    Important note: Please do not private message a QualityWings or Flight1 staff member via the forum if you have a customer service issue - make sure you post your issue.

    Ultimate 146 Order Information Support

    Customers who have questions regarding their Ultimate 146 Order or questions regarding the Flight1 Wrapper must go here.

    Ultimate 757 Activations Limit Reached

    Your QualityWings product has a special Activation process that must be done each time you reinstall the product. More information about the entire installation process can be found here. The activation process will fail if you exceed the allotted amount of Activations during a given timeframe. The Activation algorthithm is smart enough to figure out if you have done some minoir changes to your PC or whether you are using a totally different machine. When this happens you will see the following message:
    eSellerate ERROR - 25005 Activation Limit Exceeded

    If you receive this message then it means that the Serial Number entered has reached the Activation Limit. Please contact us to Request New Activations. Upon submission, please allow 24 hours for Reactivation. If there is a problem with your reactivation request, QualityWings will notify you via the email provided on the Form below. To help us better serve this request, please be sure to include which store you purchased the product from.

    Ultimate 757 User Controlled Deactivations

    With this option, you'll be able to remove an existing activation for a computer, without having to contact us. Very useful in case you are planning to upgrade your system with major hardware components, reinstall Windows from scratch, or buy an entirely new PC.

    If you use this option before starting the hardware upgrade, the OS reinstall or giving away/selling your old PC, the existing activation for any product handled by the Addon Manager will be removed from your system AND from the Esellerate Activation servers too. Which means, your counter of remaining activations will be increased by one.

    The big advantage of this feature is, even if you already used all your 4 activations and need a new activation, there will be no need to email us anymore, just remember to Deactivate your existing system before upgrading.

    How to use it
    Through the Addon Manager, select any QualityWings product which is currently Activated on your system, and choose "Deactivate" from the Addon Manager menu for that product, with an Internet connection alive.

    After a brief wait, you'll get a message stating that Deactivation completed successfully. Your existing Serial Number will be automatically saved in a .REG file in your Home folder (the folder with your Windows user name), the Serial Number will be cleaned from the registry, and the product will go back in PREACTIVATED MODE, as if was never activated on this system and your remaining activations counter on the server has now increased by one. 
    Please note that the QualityWings 757 DOES NOT have a Trial mode, so attempting to run in a Preactivated state may result in Crash to Desktop upon selecting QualityWings aircraft!!

    Limitations
    Please note, you have to do this on the computer you want to update/reformat/sell/dispose BEFORE doing any of those operations. You can't Deactivate a system remotely using another one, or Deactivate it after you have started or completed your upgrade.

    There are no limits how many times you can perform a deactivation.

    This is for the Add-On Manager that is required for the product to run. This is NOT for the Livery Manager!

    Ultimate 757 Installation Help

    A thorough explanation of the installation process for the Ultimate 757 can be found here.

    Ultimate 757 Reinstallation Help

    Installer Download
    QWSim.com customers who are looking to redownload the installer may reach a "redownload" limit. Please understand that this is NOT the same as an Activation Limit. QualityWings will not reset the Redownload Limit. The latest installer can however be found on our website in the Service Packs section. More information about Redownloading can be found here.

    QWSim.com Order Information Retrieval
    If you have lost your Order information, you can retrieve it here.

    Ultimate 757 Common Problems

    Crash to Desktop
    Almost all CTD events related to the Ultimate 757 are because of Activation Issues. Detailed information and troubleshooting of CTDs associated with the 757 can be found here.

    Where are the Liveries and how do I install them?
    Customers who purchased the Downloadable version of the product can find Official QW liveries here.

    Boxed product customers can find the liveries on the DVD. The liveries have a file extension of .QWL.
    Regardless of whether you have the download or boxed version, livery install is via the Livery/Load Manager application which installs during product installation. This program is designed to only read .QWL files and will automatically install liveries. More information about the Livery Manager can be found in the User's Manual wqhich you can find in your Start Menu Program group 'QualityWings'.

    Special note for Boxed Customers: It may be necessary to copy the liveries from your DVD onto your PC Hard Drive in order for the Livery/Load Manager to read the files correctly.

    Ultimate 757 in Prepar3D

    We've been asked by many our customers whether or not the 757 would be supported in P3D. Due to some incompatibilities with P3D, we are unable to fully endorse this upcoming Service Pack as P3D compatible. The SP3 Full installer will however allow those with a license for the Ultimate 757 Collection to install the product in FS9 and FSX as well as P3D Versions 1 and 2. This will allow for those interested in trying the product in P3D to do so without an migration tools. This install is however at your discretion as again we will not provide support for P3D. Further information on the 757 in P3D can be found here.



    Edited by Corey - 18 May 2015 at 7:11pm
    Corey Ford
    President
    Development Team

    **Please DO NOT send me private messages requesting to become a Beta Tester
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