Support
FAQs for DOWNLOADS PURCHASED BEFORE THE 21ST DECEMBER 2009
Updates for DOWNLOADS PURCHASED BEFORE THE 21ST DECEMBER 2009
There are currently no Updates for DOWNLOADS PURCHASED BEFORE THE 21ST DECEMBER 2009
FAQs
I get the error message Incorrect Proof of Purchase or Response Code
One of the most common causes of the error message ‘Incorrect Proof of Purchase or Response Code’ is the incorrect entry of the code. Incorrect entry usually means one of two things:
1.) You have missed characters out of the code. Here is an example:
Correct code
JTHU7Q0CQG5NQN63XZX84JUE2F52Q2AZHZ5SPW7YH32J1LJYPFEYEUEY4EQJVEGR
Example of incorrect entry
JTHU7Q0CQG5NQN6XZX84J2F52Q2AZHZ5SPW7YJ1LJYPFEYEUEY4EQJVEGR
As you can see, the user has missed out several characters. Due to the length of the response code, this mistake is easier than it seems!
2.) Entering in the wrong characters (commonly referred to as a ‘typo’). Here is an example:
Correct code
JTHU7Q0CQG5NQN63XZX84JUE2F52Q2AZHZ5SPW7YH32J1LJYPFEYEUEY4EQJVEGR
Example of incorrect entry
JTHU7QOCQGSNQN63XZX84JUEZF52Q2AZHZ5SPW7YH32JILJYPFEYEUEY4EQJVEGR
As you can see from this example, the user has mistaken several numbers for letters
The number 0 (zero) for the letter O (Oscar)
The number 5 (five) for the letter S (Sierra)
The number 2 (two) for the letter Z (Zulu)
The number 1 (one) for the letter I (India)
These mistakes are very common and very easy to make.
So, how do you avoid these problems? There is one very simple answer, copy the codes from the e-mail we send you, and paste these into the appropriate boxes on the unlocking page. This will eliminate any typos or mistakes.
If you do need assistance with entering in codes, please contact:
downloads@justflight.com
Printing out download codes e-mails
Sometimes you may wish to print out the e-mails you receive, containing the unlock codes. But beware of one problem that has caught out many users, sometimes the printer will cut off the ends of the codes. Unfortunately this happens to some users and is caused by printer/page settings as well as the size of paper you are using. We strongly advise that you make sure the page you have printed out matches what you see on the e-mail and that the ends of sentences and codes haven’t been cut off.
Why do I keep receiving e-mails containing more codes?
When you purchase a download product, you will immediately receive an e-mail (If you haven’t already, please read this section: Here). This e-mail will contain the codes required to unlock the product for the first time. Once you have used the codes in this e-mail to unlock the product, they will become redundant and cannot be re-used. However upon using the codes, you will automatically be sent another e-mail which will contain a new set of codes. It is these codes that you need to use next time you wish to unlock the product. To avoid any confusion, we recommend that after using a set of codes to unlock a product, you delete the email containing them and store the new e-mail that is sent to you somewhere safe for when you next come to unlock it. This way you won’t attempt to use old codes.
A common mistake that is made is the deletion of the e-mails supplying you with new codes. Of course, if you do this you will not be able to unlock the product again! Deleting the wrong e-mail can be very easily done but if you are careful and set up a dedicated folder where you place all unlock code e-mails you can avoid making this mistake.
If you have misplaced or deleted your unlock code e-mails then all is not lost, we can supply you with them again. However please bear in mind that we do get a large influx of these requests over weekends and during the week, so don’t panic if we haven’t responded within 24 hours, we will get back to you as soon as possible. Also remember that we are only open 9am-5pm Monday-Friday UK time.
If you do require unlock codes, please e-mail downloads@justflight.com with the following information:
· Your name
· Your JFL, proof of purchase, number for the order in question
· The e-mail address used to make the purchase
Remember the more information you supply to us, the quicker we can get back to you!
Why am I not receiving e-mails containing my next set of codes?
One of the most common reasons for not receiving your unlock code e-mails is the use of a spam or junk e-mail filter. These are usually included automatically with services such as MSN (Hotmail), Gmail, AOL etc and are also included in programs such as Outlook and Mozilla Thunderbird. They are customisable to an extent but may still wrongly indentify legitimate e-mails as spam. Often users won’t check their spam folders and therefore and unaware that legitimate e-mails are being deleted. This happens quite regularly with our unlock code e-mails, leaving users wondering where their codes have gone and leaving them unable to re-unlock products. To avoid this potential problem you will need to ‘tell’ your spam filter that we are a legitimate e-mail address. This can usually be done by intercepting our first e-mail, right clicking on it and selecting ‘Add to safe sender’s list’ or something along those lines. Methods for doing this vary depending on what service you are using.
Another form of spam filter requires the sender of an e-mail to manually add themselves to the recipient’s safe sender list. You will probably be aware if you are using this method and it’s not automatically supplied by services such as Hotmail and needs to be set up. Be warned, if you are using this type of spam filter, we will not manually add ourselves to your safe sender list. The process of sending unlock codes is automatic and therefore it simply isn’t possible.
Regardless of which form of spam filter you use, it is your responsibility to add the e-mail address shown below to your safe sender list. Unfortunately we cannot perform this action for you.
All unlock code e-mails will be sent by: web@theproducers.co.uk
We also advise you to add emails from the @justflight.com domain to your safe senders list
If you do require unlock codes, please e-mail downloads@justflight.com with the following information:
· Your name
· Your JFL, proof of purchase, number for the order in question
· The e-mail address used to make the purchase
Remember the more information you supply to us, the quicker we can get back to you!
It is asking me to unlock my product despite the fact its already been unlocked on this computer
When you come to uninstall a product, be wary about uninstalling entries followed by (Shared Components). These entries are actually licenses which are installed when you unlock your product.
Our system only requires you to unlock the product once on a PC, allowing you to reinstall as much as you wish without the need to use codes. This is done by installing a license on your machine to tell the installation that you have unlocked the product. Uninstalling the Shared Component entries will actually uninstall the license files. This means that you will need to unlock your product again when you come to reinstall it. We would advise that you leave the license files installed and remove the actual product. The products will usually start with the words ‘Just Flight – 757 etc’ and the size will be much greater than the 0.30mb quoted for the license.
How do I unlock a product on a computer without an internet connection?
It is possible to unlock products on a computer with no internet access. Simply download the product file from our website and move it to the non-internet PC. Now run the file and select ‘Manual processing via telephone’ from the menu
After you have chosen this option click ‘Next’. You will be presented with two codes, a ‘Licence number’ and ‘request code’. Now you have two options.
1. Send us these two codes, along with your full name and JFL (proof of purchase) number for the order in question, to downloads@justflight.com
2. Telephone us on the number shown when clicking the ‘Contact Info.’ Button. Have your PC ready, showing the two codes and have your JFL number at hand.
In either case, we will provide you with a response code based on the codes you have given us. Simply press the ‘Next’ button and you will be given a box to enter this code into. Then press ‘Finish’ and the product will get unlocked.
There are a couple of things you have to be aware of with respect to the manual unlock method:
1. Don’t attempt an automatic unlock and then use the back button to choose the manual unlock option. Instead, if you have attempted an automatic unlock, close down the installer and run it again. This time choose the manual unlock method immediately and proceed with supplying us the codes shown.
2. Once you have given us your two codes, please do not use the back button and attempt an automatic (internet) unlock, as this will make your two codes void.
I haven't recieved my unlock codes!
Please read these FAQs:
FAQ
FAQ
Re-downloading/installing products, how do I do it?
Re-downloading is very simple thanks to our download links page. Simply click on the link shown below and then click on the appropriate product from the listing. You can download from either Server however Server 1 is generally quicker.
Download links page: http://www.justflight.com/downloadlinks.asp
1. Once the file has been downloaded, double click it to run the installer.
2. Get your latest download codes from the e-mail sent to you when you last unlocked the product
3. Enter the unlock codes into the appropriate boxes, exactly as you did when you originally installed the product
4. You will receive another e-mail with a new set of codes, store this somewhere safe for the future.
If you need any assistance with redownloading/reinstalling your product, please contact the downloads team:
downloads@justflight.com
How do I find my product manual?
There are two places that allow you to access your product’s manual:
1. Click on Start>All Programs>Just Flight>[Your Product]>
2. Go to your Just Flight folder within the Flight Simulator directory, usually:
C:\Program Files\Microsoft Games\Flight Simulator 9\JustFlight
C:\Program Files\Microsoft Games\Microsoft Flight Simulator X\JustFlight
It tells me that the product is about to be unlocked then nothing happens
The common cause of this problem is security software installed on your machine. Software such as Firewalls and Anti-virus are usually the culprits. Most security software will identify the unlocking program as perfectly safe and legitimate and allow it to run, however others can be overly sensitive and these prevent it from operating.
Most users avoid this problem by temporarily disabling security software whilst unlocking the product. A more favourable option is to manually allow the unlocking system through your firewall. This can be done by permitting the process ‘INETHLPDESK.EXE’ access.
If you can't solve this problem by disabling security software, please contact our downloads team:
downloads@justflight.com
I get the error, [5124:18] An error occurred while trying to connect to the internet. Please connect to the internet and press Retry.
The two most likely reasons you are getting this error are:
1. As the error suggests, you may not be connected to the internet. Please check you are definitely connected by loading up an internet site. Loading www.justflight.com is certainly an easy way to verify you have internet access.
2. Your security software, e.g. a firewall, might be blocking the unlocking process from accessing the internet. Please read this FAQ:Click Here
I have installed my downloaded product and I am encountering issues with it
Please refer to the support page for the product that you have, where you will find:
- Patches/Updates
- FAQs
- Advice regarding the product
Please do not contact the technical support team from this page
Contact technical support
If your query is not answered in the FAQs or updates above, please contact us via the Support Request form by clicking
here
If your question is likely to be helpful to other users, we’ll post the details here.
