HELP, help desk is no HELP

[garyal110]

Look this is the third time I have tried to get help, from the the help desk. I asked about problems with downloading with a first class ticket for several days with not problem, then, i cannot download anything. One reply was are you connect to the internet. Hell yes I was connected to the internet! The other response is "are you trying to download items you have already download before." NO. I still cannot down load anything with the content manager, thru the down load cart or any other way. If content manager is so screwed up - FIX IT. Trainz 2009 will not be very good if you dont FIX IT and other problems. I have already ordered 2009 on 15, Dec, 2008. It still shows pending. Now I assume that it will be shipped with the most current SP1 already on it. But I dont know no one bothers to be in customer service. Oh yeah and for the last few days I cound not get any Auran web site to come up. No one elses just yours. Please help with the download thing. Time is ticking on my ticket and I cant use it.
Gary

 

[johnwhelan]

Look this is the third time I have tried to get help, from the the help desk. I asked about problems with downloading with a first class ticket for several days with not problem, then, i cannot download anything. One reply was are you connect to the internet. Hell yes I was connected to the internet! The other response is "are you trying to download items you have already download before." NO. I still cannot down load anything with the content manager, thru the down load cart or any other way. If content manager is so screwed up - FIX IT. Trainz 2009 will not be very good if you dont FIX IT and other problems. I have already ordered 2009 on 15, Dec, 2008. It still shows pending. Now I assume that it will be shipped with the most current SP1 already on it. But I dont know no one bothers to be in customer service. Oh yeah and for the last few days I cound not get any Auran web site to come up. No one elses just yours. Please help with the download thing. Time is ticking on my ticket and I cant use it.
Gary

Auran looked deeply into problems that people were having downloading some years ago. What they found was that at exactly the same time as some people were having problems others were downloading without problems.

The Internet is a strange place we have different computers connected to the internet. If the DLS server is accepting requests for download and serving up files it is very difficult to say that Auran is at fault. They only have control over the server.

The internet often has pockets of problems and if you are trying to connect through a server that is carrying denial of service packets then the sheer volume of traffic may stop you from reaching the Auran DLS Web site. Be aware that Auran have a nomber of servers in different countries so if the forum doesn't come up it doesn't mean that the DLS will be unavailable. It is a different server and a different web address.

The internet is a shared resource if some one is running Peer to peer networking and downloading a film then their simply may not be enough bandwidth left for your connection.

Helpdesk have asked you the correct questions to determine if it is something under your control. It appears it isn't nor is it under their control either.

On the service pack issue the downloadable version of Trainz TRS2009 will be the one that will have the service pack included first. DVDs take time to burn and a new set that incorporates SP1 may not be available yet. If your version says it is 38017 then it incorporates SP1, if its 37625 it needs SP1 to be installed to bring it upto 38017.

Quite often the forum can answer these sort of questions faster than Helpdesk especially when Auran are closed for two weeks over Christmas.

Cheerio John

 

[jimisham]

If you're running Windows XP be sure you have SP3 for Windows XP installed. You'll have to download SP1 for TRS2009.

 

[illinoiscentral]

I had the web site issue to! I also had a thread closed, so I asked Tony Hilliam why, guess what, he never replied! Best advice for you is #1 don't ask Hilliam anything, because as backyard told me he doesn't have beans to do with this, #2 if the Help Desk don't work, whats new? The only thing close to this in positive aspect is I reported something and it never got taken care of, so I wrote AJ Fox, he actually replied! Oh my God, someone actually responds. It looks like you'll have to figure it out on your own.
Cheers, Woody.

 

[JCitron]

They are in the Christmas holiday right now. Australia is like 14-16 hours ahead of us in the US Eastern Time Zone. I know this because I deal with customers in Brisbane and this was a pain in the butt because they were always closed when I was open, etc.

Gary - your order probably has been shipped already. Mine changed at the beginning of this week from pending to processed. We won't see the new DVDs until the US distributor has a chance to send them out. They also have to clear through customs and knowing how customs works, they can delay things just because they feel like it. With it being a holiday time period, this is going to throw some extra delays in the factor because the USPS and UPS are not delivering until after Christmas.

Regarding the DLS and website. The DLS is hosted in the US. I can't remember offhand exactly where. The Forums are in Australia. CMP can be a snit-bug for some people, yet have no problems for others. I'm in the latter category with nary a problem.

They were correct with their questions regarding your connection. There are some things you might want to try just in case.

1) Check your firewall settings. Make sure to allow the DLS through any blocked ports. I actually changed my complete software firewall profile for Trend Micro from home to office and I've had no problems since.

2) Check that nothing else is running. Run anti-malware/antivirus software. If you have any bandwidth-hogging malware on your system, this can cause all kinds of connection problems.

3) Download and install SP1 (TRS2006). Reinstall Trainz and install the SP1 before running it. This made a multitude of difference with connection problems.

4) Try using FTP. Go to the DLS and open up an available asset for download. On the Download Info page, will be the Ftp information. Use your favorite FTP manager or IE explorer. Login and try retrieving an asset from the DLS. If it works then the problem is at your end because this is all connected to the same service.

Anyway, TRS2009 will get there soon enough, and have some patience this time of year with the holiday in the midst of everything else.

John

 

[Winterpaw]

Regarding the DLS and website. The DLS is hosted in the US. I can't remember offhand exactly where.

theplanet.com, either houston or dallas texas.

 

[Alan_Yeomans]

Hi Gary,

I have been able to log-in to CMP as yourself and download several assets without any problems or issues, so the problem definately lies at your end.

Your messages to me to date have been extremely vague without much information in them and sometimes the most basic of things can be the cause of your problems.

a) Are you trying to download built-in content or content previously installed?

b) Have you entered the correct username and password and verified these are correct?

c) Have you scanned your system for viruses or trojans that may be corrupting your software installations?

I do appreciate that its frustrating not being able to download, but their is a raft of suggestions in this thread to help you to try to resolve your problem.

Alan Yeomans

 

[backyard]

..................................

Thanks, Big Al!

With all due respects Woody, I meant Tony doesn't directly control or monitor the Forum Community all the time, he visits & uses the Forums when needed just like the rest of us.

Tony is the CEO of the Company.

It's always important to do your homework, like checking if your registered in you Options on the Trainz Launcher,etc.

Clarity with Helpdesk always gets a reply...

 

[Johnk]

These threads continue to amaze me. I wonder how many people write to Bill Gates because something in Windows doesn't work properly. Probably millions a week and I'll bet it's always the same millions every week. Is it really necessary to contact the CEO of a company just because you have a problem? Surely not. Regardless of what software you're using or what problem you're having, always look for a forum that can help you. Even use Yahoo Answers if you must (Trainz excluded) because someone out there will have experienced a similar problem, and someone else will have figured out a solution.

I'd really love Alan Yeomans to publish a list of the hundred most asked questions with examples of the grammar used. After reading these threads I really do need a good laugh.

 

[Alan_Yeomans]

I'd really love Alan Yeomans to publish a list of the hundred most asked questions with examples of the grammar used. After reading these threads I really do need a good laugh.

I do keep a list of the most bizarre and funny questions I recieve. I may post them one day...

 

[deeelare]

Alan,

If you should someday posts these , please do me a favor and cull mine .

Save me lots of embarassment !

--- ,dave