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  

AS2016 for P3D is NOT COMPATIBLE with P3Dv4.  A new product, Active Sky for P3Dv4 has been created for specific P3Dv4 use.

This is a FREE UPGRADE for AS2016 for P3D users. See here to download and participate in the ASP4 OPEN BETA.  ASP4 is expected to release soon!

Many users have requested clarification on which add-ons are compatible and which are potentially in conflict when using ASXP.

We've created this article to clear things up and provide further insight into the potential for conflict.  This is an "in-progress" article that will be updated as we learn more and can provide further guidance.

Firstly, it is important to note that ASXP is not a traditional wx add-on product for X-Plane.  Terms like "engine", "injector", "script", have been used to describe certain add-ons and their method of weather "control".  Active Sky has been considered a "weather engine" for 2 decades, with the term "weather engine" meaning that it creates weather in the simulator.  This "weather engine" term has evolved over the years and it's meaning diverged depending on platform and use of this term by other products, but in the scope of Active Sky, "weather engine" refers to any add-on or script that controls weather. 

To avoid further confusion, we'll refer to "weather engines" as "weather add-ons" within this article.  Any product, add-on, script, tool or program that attempts to inject weather, control it at any level, or augment it, is considered a "weather add-on".

Different weather add-ons can control the weather at different levels.  In the case of some LUA scripts for example, they attempt to enhance or control turbulence and/or crosswinds.  This is partial weather control.  Other add-ons can provide simple levels of "METAR injection" which more fully control the weather, intending to simply inject live data into the simulator.  More comprehensive add-ons, such as ASXP, use detailed synthesis and realism modification, multiple and/or hybrid approaches to weather depiction, and use multiple API mechanisms for different parts of weather control, controlling the weather in high detail at high frequency.  There is also another class of weather add-ons which completely replace the entire X-Plane graphics/visuals in regards to weather/clouds depiction, and similarly control the weather in high detail.

In regards to weather add-ons, ONLY ONE can be installed/active at a time.  Use of more than one will surely result in conflict and unwanted interaction.  For example, a simple LUA script or add-on intending to slightly enhance turbulence may take complete control of the weather environment, unintentionally, by setting what is known as "weather DataRefs" (one of the API tools available in X-Plane).  If a program like Active Sky is also installed and active, the weather mode will become mis-synchronized every time the turbulence script/add-on tries to control the turbulence level.  This results in completely wrong depiction and loss of control of weather by Active Sky.

Products/add-ons we consider a "weather add-on", of which only ONE can be installed/activated for proper weather depiction include, but are not limited to: xEnviro, FSGRWX, XWindHandling LUA script, Turbulence Enhancer LUA script and NOAA weather.

Please make sure only ONE weather add-on is installed/activated at a time to enjoy proper weather depiction as the add-on intends.

There are also some products which are not primarily weather add-ons, but have weather add-on features and similarly attempt to control the weather.  With these add-ons, it is important to TURN OFF any weather controlling/enhancing features.  Products/add-ons we are aware of that match this description include VATSIM or other ATC network client software (when weather control is enabled).

Please make sure to DISABLE any weather add-on features in such add-ons to avoid unwanted interaction and improper depiction.

Any conflict/interaction issue can result in: Improper weather depiction, wrong or missing winds, lost aircraft position, X-Plane or add-on stability/crashing issues, high CPU utilization issues and much more.  When experiencing any problem like this, it is very important to consider conflicts and take inventory of your add-ons, ensuring a conflict-free environment.

There is another class of add-on which we'll call "Visual Enhancement add-ons".  These do NOT attempt to control the weather at any level, and instead enhance/replace certain content/graphics/artwork/shaders that is visible/affect visuals in the simulator.  These add-ons work OK with ASXP and any other weather add-on.  Visual Enhancement add-ons include, but are not limited to: Ultra Weather XP and Reshade, and many other freeware and commercial add-ons (clouds, sky, water, etc.) that enhance visuals without controlling weather.  These add-ons can and usually do affect the realized depiction in various ways, but do not attempt to control the weather itself.  Therefore, there are no conflicts.

Regarding some weather-addons mentioned earlier, which completely replace the entire X-Plane graphics/visuals for weather/clouds depiction: These can also be Visual Enhancement add-ons (combination weather + visual enhancement).  In this case, however, these add-ons are visually enhancing the content of their own replaced visuals, not the general simulator content/graphics/artwork/shaders.


Summary:

• Active Sky is considered a "weather add-on" and has also been called a "weather engine" that synthesizes and creates weather based on real data for maximum realism within the simulator, using a variety of weather control tools and mechanisms in a hybrid depiction/injection approach
• Only one weather add-on can be installed/active at a time
• Several scripts/add-ons have weather-addon features which, if enabled, make the add-on a "weather add-on", and will conflict
• Visual enhancement add-ons do not conflict
• Conflicts results in many issues including invalid weather conditions, missing or invalid winds, crashing/stability issues, high CPU utilization and much more
• When experiencing any problem in the above categories, an inventory of add-ons should be performed and a conflict-free environment needs to be established/confirmed

Error: Crash/error on startup of any Active Sky product (FileNotFoundException referencing _nLoad)

Details:

We have had a few reports recently from false-positive via Microsoft Windows Defender where detection will initiate on temp files created by what appears to be standard .NET operations.  We have confirmed multiple times that no malware exists and have repeatedly sent files for analysis to Microsoft, where it will clear, but then come back occasionally for some users.  During updates of our products, we notice a higher frequency of these issues since it appears the previous "whitelisting" of our software is no longer valid for the new version and must undergo this new "whilelisting" process.  

We apologize for the inconvenience, however this is beyond our control and apparently due to aggressive "code detection" with false-positives.  There are several solutions to resolve this:

1) Please ensure your Windows is up to date with all the latest updates

2) Ensure that Windows Defender has been updated with latest virus definitions

3) Uninstall Active Sky, remove any "quarantined" items from Windows Defender

4) Reinstall Active Sky

These steps will usually allow Active Sky to run properly without further issues.

If the issue continues, the following steps will allow the product to run:

1) In Windows Defender, either allow the detected threat or exclude the found item.  See this link for details: https://www.thewindowsclub.com/manage-quarantined-exclusions-windows-defender-security-center

2) It is recommended to submit the detected threat to Microsoft to have them analyze and whitelist/clear this software accordingly to prevent this from happening in the future.  You can submit threats for analysis here: https://www.microsoft.com/en-us/wdsi/filesubmission

If you are unable to obtain resolution with the above steps, please open a new ticket with details and we will assist directly.

Keywords: Rain, starts, stops, precip, AS16, ASP4, ASN

Related Product(s): Active Sky 2016 for FSX and Prepar3D v3, Active Sky for Prepar3D v4, Active Sky Next

Description

We often receive technical support requests regarding the unexpected starting and stopping of rain/precip in FEW and SCT (scattered) cloud coverage conditions when rain is reported even though SH (showers) are not indicated.  This is working properly and as designed according to our advanced precipitation and radar simulation which accurately considers actual cloud depiction in sim and applies the realistic behavior/rule that precip cannot fall from clear air.  Clouds move with wind in FSX and P3D, and in FEW and SCT conditions, it is normal for rain to start and stop accordingly as occasional nimbus clouds pass overhead, regardless of SH (showers) element existing in the METAR string.

Details

The effect is described in the AS16 (pg 35) and ASP4 (pg 33) User's Guide - Generic Precipitation Display.

AS16 and ASP4 include advanced precipitation and radar features which constantly monitor the cloud positions as actually depicted within the simulator.  The occurrence, type and intensity of precipitation will thus change depending on the existence, type, thickness and convection properties of the simulated cloud that is overhead the aircraft.

Users will experience what may appear as "showery precip" as "few" or "scattered" nimbus (rain) clouds pass overhead, so it will be normal for rain to start and stop or change intensity over time.

Steady rain will occur when the area is covered in overcast cloud layers or fast moving broken layers (typical with nimbostratus).

METARs are a glimpse in time, showing conditions at the time of observation, using equipment such as ceilometers (measuring cloud base heights and coverage) and rainfall sensors (if equipped).  The measurement location and scope is very specific and small, and does not account for change over time even as short as a few seconds/minutes.  The use of the SH (showers) METAR element is generally associated with convective precipitation i.e. cumulonimbus and not indicated in the more stable non-convective nimbus clouds. 

If you require further assistance please visit the forum or feel free to submit a ticket.

Please also see this link for REQUIRED INFORMATION when submitting a ticket:

http://support.hifitechinc.com/Knowledgebase/Article/View/29/0/required-information-when-submitting-a-support-ticket

More Information

For more information please visit:

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

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

Related Product(s): ALL

Background

HiFi does not provide technical support for the SimConnect configuration part of a networked setup.  While our products generally support networked configuration, properly configuring the client/server environment, system permissions, Windows rights, firewall and security software permissions and SimConnect itself is outside the scope of our products and technical support offerings.

We highly recommend that a networked SimConnect configuration is not attempted unless you have advanced Windows networking experience.

Assuming SimConnect is properly configured and all other client/server environment, system permissions, Windows rights, firewall and security software permission settings are correct, our products should operate properly.

Common errors and symptoms related to improper configuration include:

• Failure of ASN/AS16 to connect to simulator (constant "Waiting for simulator" status)
• Ambients error

Detail

There are several common issues that we'll review here:

• Improper SimConnect.xml and SimConnect.cfg settings
  • This results in failure of ASN/AS16 to find the simulator and connect to it, with a constant "Waiting for simulator" status.
  • The solution is to properly configure SimConnect.  Refer to the resources listed below for help.

• SimConnect.xml and SimConnect.cfg in the wrong locations
  • This results in failure of ASN/AS16 to find the simulator and connect to it, with a constant "Waiting for simulator" status.
  • The solution is to properly place the SimConnect.xml and SimConnect.cfg files.  SimConnect.xml should be located in the simulator's AppData path on the server.  SimConnect.cfg should be located ONLY in the user's My Documents folder.

• Duplicate SimConnect.xml and/or SimConnect.cfg files (usually in the ASN/AS16 folder)
  • This results in failure of ASN/AS16 to find the simulator and connect to it, with a constant "Waiting for simulator" status.
  • The solution is to remove any duplicates and ensure the configuration files are located ONLY in the proper locations (see above).

• XPACK/SP2 version of SimConnect client not installed
  • This results in the failure of ASN/AS16 to find the simulator and connect to it, with a constant "Waiting for simulator" status.
  • A SimConnect client version error may also be seen via message box or in the log file.
  • RESOLUTION:
  • The XPACK/SP2 version of the SimConnect client (simconnect.msi) is required for proper ASN operation and sim connectivity.  This should be installed on your CLIENT computer.
  • For FSX Boxed you must install the SDK and then update it to SP2 incrementally via SP1 and SP1A.  Once updated, the simconnect.msi file within the SDK folders will be properly updated to SP2/XPACK client.
  • For FSX: Steam Edition, you will find the simconnect.msi file under the SDK subfolder, located within the SteamApps\Common\FSX folder.  SDK installation is not required.
  • For P3D: You will find the simconnect.msi file under the REDIST subfolders, located in the P3D install folder.
  • For all simulators:  Ensure that you are using the XPACK/SP2 version of the simconnect.msi file.  Copy the file (if required) to your CLIENT machine and run/install it there.

More Information

For more information please visit:

Google Search for “simconnect help”:

http://www.google.com/search?q=simconnect%20help

Microsoft SimConnect Documentation:

https://msdn.microsoft.com/en-us/library/cc526983.aspx#Thesimconnectcfgfile

ASN User Guide (pg 80-88 regarding SimConnect configuration):

http://nimbus.hifitechinc.com/ASNInfo/ASN_User_Guide.pdf#page=81

HiFi Forums:

http://www.hifitechinc.com/forums

HiFi Knowledgebase Article for FSX:

http://hifisupport.kayako.com/Knowledgebase/Article/View/6/8/networked-configuration-with-simconnect

HiFi Support Center:

http://support.hifitechinc.com/