Gotta say I'm extremely disappointed in Aerosoft's Support System. I opened a ticket 28 Jan and have had little actual support. The last communication I received was 13 Feb. So, as a hail mary before I completely denounce Aerosoft and never recommend their products again, I'm going to post my last email back to them here in the hopes that SOMEONE can help me.

 

Good afternoon/evening. It has been two weeks since my last response to you and I have yet to hear back. This is an issue that causes some concern for me and I would love to receive an answer from you (Aerosoft). I have always held your products in high regard, even placing them alongside Precision Manuals Design Group (PMDG), however, the lack of support from you has been extremely disturbing, to say the least. PMDG closed my ticket within 48 hours when I had an issue.

I will reiterate the entirety of the issue below:

In regards to the A318-321 Professional and the A330 Professional products, no externall lights are visible from an external view.
I have taken the following steps:

1. Clearing shaders and restarting the simulator
2. Uninstalling the aircraft, restarting the simulator, exiting the sim, reinstalling the aircraft
3. Uninstalling the simulator and reinstalling just the Airbus aircraft
4. Reinstalling Windows

 

In addition, I have utilized every forum post as noted below to attempt to rectify the situation. The issues continue to persist. I look forward to some sort of response, whether it be in a continued support discussion, or some sort of compensation for a product which fails to work as advertised.

 

https://forum.aerosoft.com/index.php?/topic/146093-no-lights-on-the-airbus/

https://forum.aerosoft.com/index.php?/topic/157821-missing-nav-and-beacon-light-on-all-my-airbus-pro-a318-to-a321-airbus-pro/

https://forum.aerosoft.com/index.php?/topic/145629-exterior-lights-not-showing/

https://forum.aerosoft.com/index.php?/topic/165836-a320-family-in-p3dv5-cant-get-exterior-lights-to-function-properly/

https://forum.aerosoft.com/index.php?/topic/155957-tail-light-problem/

https://forum.aerosoft.com/index.php?/topic/153398-a330-prepar3d-v5-dont-work-navigation-light/

https://forum.aerosoft.com/index.php?/topic/173278-i-have-a-problem-with-the-lights/#comment-1091106

https://forum.aerosoft.com/index.php?/topic/149635-a330-300-tail-logo-light-missing/

https://forum.aerosoft.com/index.php?/topic/148719-a330-strobe-light-issue/

https://forum.aerosoft.com/index.php?/topic/150591-a330-landing-lights-not-illuminating-ground/

https://forum.aerosoft.com/index.php?/topic/156589-aerosoft-a320a321-professional-external-lights-in-p3dv5/

https://forum.aerosoft.com/index.php?/topic/174105-exterior-lights-have-stopped-working/#comment-1094854

https://forum.aerosoft.com/index.php?/topic/158618-cannot-get-airbus-landing-lights-to-illuminate/#comment-1011894

https://forum.aerosoft.com/index.php?/topic/146565-nav-lights-switch-from-cold-and-dark/

https://www.prepar3d.com/forum/viewtopic.php?t=136660

 

It's been several years, but I used to perform support here.  I'm not sure why your ticket is still open, but I'm willing to believe it's just an oversight, or someone started to work on it and got sick, or something.  The reason I say this is that Aerosoft support has long been some of the best in the flight sim community.

 

While you await a tech support specialist, I'm happy to give you a hand.  Note that I no longer have P3D installed.

 

First, be sure that you're running P3D "As Admin".  Any other software that you run alongside the simulator (such as VPilot, ect.) will also have to be run "As Admin".

 

Given what you've already tried (some of which was my advice from back in the day), I'm thinking that you either have another product that is interfering with the lights, had a past product that changed the default light textures that the Airbus Professional uses (we've seen that before, and most quality developers know to never change default textures but sadly some still did so).  The latter is my guess, and so given that another product has changed your default P3D light textures there is only one fix, to repair P3D.  Again, this is NOT related to the Airbus product, it is simply that another product has interfered with the default lighting textures used by P3D and the Airbus.  This could have been a freeware or payware product, there is no way for us to know.

 

I am not able to access the Lockheed P3D forum right now, but that is where you will find how to Repair your P3D installation. Of course I'm not sitting in front of your computer and haven't seen everything you have, but I believe that should resolve your issues.

 

Best wishes!

 

Dave

 

Hi,

 

I've taken a quick look and can indeed see you haven't had a reply in quite some time - Sorry about that. We have had some sicknesses recently, so it seems like your ticket might've fallen through the cracks during one of these and then wasn't noticed once the agent assigned had returned due to the status placed on the ticket.

 

I've put your ticket on the highest priority and notified the staff member about your ticket, so you should have a response shortly. I do suspect Dave's response above is likely hitting the right area of the issue, but we should be able to dig a little bit deeper into your setup in the ticket if this hasn't been covered there already.

 

Once again, sorry for the inconvenience!

Just saying... about people not getting back... I provided what I'm sure the solution within minutes of him posting, and I did not get back so much as a hello, go to hell, thank you, or any type of acknowledgment.  Pot is definitely calling the kettle black.

 

 

 

On 3/11/2024 at 3:38 PM, DaveCT2003 said:

Just saying... about people not getting back... I provided what I'm sure the solution within minutes of him posting, and I did not get back so much as a hello, go to hell, thank you, or any type of acknowledgment.  Pot is definitely calling the kettle black.

 

 

 

If this was directed at me, I will have to apologize. After I wrote my initial forum post, I had a string of issues, the least of which was some personal mental health issues which I will not go into detail here.

 

I absolutely appreciate your response, but unfortunately, I have ensured I run everything as admin and I did attempt a P3D repair. All were to no avail. I do appreciate the input either way!

 

 

To Tom: The only email I got from Aerosoft after your post on 11 March was a notice that my ticket had been closed. Marking it for priority seemed to be absolutely pointless as it didn't solve my issues. It seems that Aerosoft really went downhill after Mathias left, and it sadly shows. I have not yet made a decision, but as I have no intention of migrating to MSFS, I am considering investing into FSLabs instead