Difference between revisions of "Support"

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==Support==
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[[Main Page]] > [[ProSim737 Manual]] | [[ProSimA320 Manual]] > Support
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The three ProSim-AR suites (737NG, 737MAX and A320) are complex software suites that interact with many different third party hardware interfaces.  Occasionally you may find you need additional support to troubleshoot a difficulty you run into.
  
===Support structure===
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ProSim-AR provides support in two ways:
ProSim737 support structure is using the following route:
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==The ProSim-AR Forum==
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The quickest place to get answers is the [https://forum.prosim-ar.com/ ProSim-AR Forum], a thriving community of ProSim users always ready to share their knowledge.  You'll also find ProSim developers will often contribute, and many of the hardware suppliers also have a dedicated presence in the forums for more specific hardware-related questions.
  
#User Manual
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Click the following links to go directly to the major sections within the forums:
#[http://prosim-ar.com/forum/ User Forum]
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*[https://forum.prosim-ar.com/viewforum.php?f=2 ProSim General Forum]
#[mailto:support@prosim-ar.com Support Mail]  
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*[https://forum.prosim-ar.com/viewforum.php?f=11 ProSim 737-8 Forum]
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*[https://forum.prosim-ar.com/viewforum.php?f=132 ProSim 737 MAX Forum]
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*[https://forum.prosim-ar.com/viewforum.php?f=92 ProSim A320 Forum]
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*[https://forum.prosim-ar.com/viewforum.php?f=16 ProSim Various Forum]
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==ProSim-AR Technical Support==
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If you require more in-depth support or want to report a bug you can submit a support ticket via the [https://prosim.atlassian.net/servicedesk/customer/portals ProSim-AR Support Center].
  
First step is to use the user manual as the main source of information necessary to setup the cockpit. If the answer can’t be found in the user manual the next source of information will be the forum. In the user forum an enormous amount of questions and answers is available. Next to current answers you can ask new questions in the specific forum topics. ProSim737 community is active to support all the questions regarding the ProSim737 Suite.
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When submitting a ticket, please provide as much detailed information as possible, such as:
Last option is support mail. If no answer can be found the last source of information can be obtained via a mail support. For effective communication include a logic question including reference of hardware if there is hardware connected. A mail should contain a description of the problem and a reference of what you had expected.
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*'''Computer hardware'''
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**CPU
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**RAM amount
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**Graphics card
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**Networked setup or is everything on one computer?
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*'''Software'''
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**Windows version
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**Antivirus
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**Version of FSX/P3D/MSFS2020
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**ProSim suite version (737NG/MAX/A320)
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*'''Any add-ons such as GSX, ProSimUtils, etc.'''
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*'''Issue description'''
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**What behavior are you observing?
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**What are you trying to achieve?
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**What must be done to replicate the issue?
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*'''Log Files - Always attach the crashlog.xml, and any other pertinent log files found in the module's root folder, to your ticket'''
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==Support files==
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Each module creates several config and log files located within the module's root folder. Below is a short overview of these support files.
  
===Frequently Asked Questions===
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Note that not all the following files are created by each module.  Some are only applicable to specific ProSim modules.
<nowiki>#</nowiki>1
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{| class="wikitable"
 
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|'''Filename'''
<nowiki>#</nowiki>2
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|'''Description'''
 
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|-
<nowiki>#</nowiki>3
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|Config.xml
 
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|All ProSim modules will store their configuration in a file called config.xml.This file contains all the selected options.
<nowiki>#</nowiki>4
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|-
 
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|Cockpitsetup.xml
<nowiki>#</nowiki>5567
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|ProSim stores the various cockpit configurations in this file. The configurations can be changed in the 'Cockpit Setup' tab of the instructor station.
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|-
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|Positions.xml
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|ProSim stores preset positions in this file. Preset positions can be stored in the “Setup” tab of the instructor station.
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|-
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|Translations.xml
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|ProSim stores position translations in this file. Translations can be configured in the 'Setup' tab of the instructor station.
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|-
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|Companyroutes.xml
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|ProSim stores all company routes in this file. Company routes are managed in the CoRoutes tab of the instructor station.
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|-
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|Transitionaltitudes.xml
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|This file contains the transition altitudes for all global airports. It is only read by ProSim and distributed in the main package.
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|-
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|log-(module name).txt
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|The log-(module name).txt file and log-(module name)_x.txt files contain logging information about the running system. ProSim system rotates log-(module name).txt into log-(module name)_1.txt when the file is full, so only the most recent logs are kept.
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|-
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|Crashlog.txt
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|The Crashlog.txt files contains logged internal exceptions from ProSim737 System. Always include this file when reporting an issue to the support.
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|}
 
[[Category:ProSim737 Manual|16SUPPORT]]
 
[[Category:ProSim737 Manual|16SUPPORT]]
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__NOEDITSECTION__

Latest revision as of 22:06, 15 October 2022

Main Page > ProSim737 Manual | ProSimA320 Manual > Support

The three ProSim-AR suites (737NG, 737MAX and A320) are complex software suites that interact with many different third party hardware interfaces. Occasionally you may find you need additional support to troubleshoot a difficulty you run into.

ProSim-AR provides support in two ways:

1 The ProSim-AR Forum

The quickest place to get answers is the ProSim-AR Forum, a thriving community of ProSim users always ready to share their knowledge. You'll also find ProSim developers will often contribute, and many of the hardware suppliers also have a dedicated presence in the forums for more specific hardware-related questions.

Click the following links to go directly to the major sections within the forums:

2 ProSim-AR Technical Support

If you require more in-depth support or want to report a bug you can submit a support ticket via the ProSim-AR Support Center.

When submitting a ticket, please provide as much detailed information as possible, such as:

  • Computer hardware
    • CPU
    • RAM amount
    • Graphics card
    • Networked setup or is everything on one computer?
  • Software
    • Windows version
    • Antivirus
    • Version of FSX/P3D/MSFS2020
    • ProSim suite version (737NG/MAX/A320)
  • Any add-ons such as GSX, ProSimUtils, etc.
  • Issue description
    • What behavior are you observing?
    • What are you trying to achieve?
    • What must be done to replicate the issue?
  • Log Files - Always attach the crashlog.xml, and any other pertinent log files found in the module's root folder, to your ticket

3 Support files

Each module creates several config and log files located within the module's root folder. Below is a short overview of these support files.

Note that not all the following files are created by each module. Some are only applicable to specific ProSim modules.

Filename Description
Config.xml All ProSim modules will store their configuration in a file called config.xml.This file contains all the selected options.
Cockpitsetup.xml ProSim stores the various cockpit configurations in this file. The configurations can be changed in the 'Cockpit Setup' tab of the instructor station.
Positions.xml ProSim stores preset positions in this file. Preset positions can be stored in the “Setup” tab of the instructor station.
Translations.xml ProSim stores position translations in this file. Translations can be configured in the 'Setup' tab of the instructor station.
Companyroutes.xml ProSim stores all company routes in this file. Company routes are managed in the CoRoutes tab of the instructor station.
Transitionaltitudes.xml This file contains the transition altitudes for all global airports. It is only read by ProSim and distributed in the main package.
log-(module name).txt The log-(module name).txt file and log-(module name)_x.txt files contain logging information about the running system. ProSim system rotates log-(module name).txt into log-(module name)_1.txt when the file is full, so only the most recent logs are kept.
Crashlog.txt The Crashlog.txt files contains logged internal exceptions from ProSim737 System. Always include this file when reporting an issue to the support.