The NEW Simulator Central site is broken and no support

I am in the group that have had nothing but issues with my recent purchases. The biggest problem I have had are the serial numbers required to install the programs and DLC. I have purchased the main program and two of the DLC packs and I have never gotten one E-mail with the serial numbers in it. Luckily, I was able to find the serial number for the main program a day after I orderer it in my invoice on the SimulatorCentral website. However, I am still waiting on the serial numbers for the two DLC packs I just ordered.
 
Dante1

The SC is back up. Log in, go to My Account, then My Orders, then View Order. If yours are like mine, the serial number should appear with the orders, both for the program and the DLC packs.

Bob
 
Clarifying a few issues raised in this thread:


1. The email police have apparently been blocking a number of confirmation emails (it seems that for a few users, a confirmation email would be sent, but the follow-up serial number email was seen as "spam" and therefore blocked). We have put in a temporary fix that should resolve the problem to a large degree and we will implement a more robust solution asap.


2. Even without an email, all the information necessary to download and install your products is included within the SimulatorCentral.com site.


To find your serial number for newly purchased content, log in to SimulatorCentral.com, then go to:
My Orders > View Order or
My Downloadable Products > Click on the Order #


In both cases your serial number is located Under Items Ordered.


3. If there is no serial number located with your order, then that product does not require a serial number to be installed.


4. The files you need to download are shown under the "My Downloadable Products" heading. You need to download each of the files shown and wait until they are all downloaded before double clicking the first file. Note that we suggest you simply click on the links to start the downloads and let your browser manage the downloads. (i.e. download manager software may not like talking to the secure file set-up that we have in the new store).


5. The Support Request form has intermittently been showing "Try again later" as an error message. Funnily enough, it really did mean "Try again later" as it would often work on subsequent retries. We are investigating this issue, but believe that a new server update may solve this problem.


6. The disappearance of the specials pricing occured due to a back-end indexing problem. This was rectified as soon as we were aware of the problem.


7. We did have our management and technical team working throughout the weekend. Most problems we weren't able to resolve immediately occured between midnight and 5am. Running a 24/7 operation "in case" there were problems was not deemed to be necessary. Hindsight is a wonderful thing.


8. Why Planet Auran isn't linked to the new store is the same reason why Planet Auran isn't linked to the Apple store or the Steam store. We sell products at lots of outlets (including Simulator Central). i.e. SimulatorCentral is one place you can buy Trainz and Planet Auran is the home of Trainz serial number registration for the Download Station etc.

Hopefully this information will help you sort out any problems you have and please be assured that the team are working to improve the systems further.
 
My failed download attempts brought down the download counter too fast. I tried 3 times, it went to zero and i can't download now to get my products. Thats another bug as well. I have opened 2 support cases in auran since the other support page didn't work. I still can't download this morning. Can someone PLEASE go in and reset the counter?

Jim
 
I have looked again and they are not there. In an earlier E-mail it said that if no serial number was present in your order on Simulation Central one wasn't needed for the download. If that's the case why do they ask for it during install? I am having issues with the streamlined and Murchson(Sic) DLC packs.
 
Last edited:
Robertbc6 said:
Dante1

The SC is back up. Log in, go to My Account, then My Orders, then View Order. If yours are like mine, the serial number should appear with the orders, both for the program and the DLC packs.

Bob
Click to expand...

Thanks for the tip, that worked!
 
I have looked again and the serial numbers are still not there. Just for kicks I tried to run the installer for the two DLC packs I purchased and sure enough I cannot install the due to not having the serial numbers. Is there anyway you could include the serial numbers in the "My downloadable products section"?
 
Serial number should be in My Orders, then click the order and serial number will be in there along with your order details, look carefully as it may not be obvious.
 
Note that the serial number is not on the Account Dashboard, or the My Orders Page. You need to go to My Orders and then click on View Order.

Alternatively, since the My Orders page only shows order numbers, if you have many orders you don't know which order to view. In this case go to My Downloadable Products and then click on the Order Number for the particular product.

If there is no serial number for Auran DLC (e.g. Murchison, Duchess etc) then please submit a ticket with a screenshot attached.

Also note that Jointed Rail products do not require a serial number.
 
Okay, I have looked again and there are no mumbers on my orders page. I have opened a ticket but there didn't appear to be any way to attach an image so I included my order number instead.
 
Last edited:
The information provided on the site is "Please Note: We advise against the use of download managers to download your product files."

So when they respond to the ticket and see that the remaining downloads count has fallen to zero then the response is going to be 'You should not have been using a download manager - that's why we advise against it.'

Catch-22.
 
I understand that but N3V should have consided that there is a risk of corruption when not using a download manager. Perhaps they should remove the download limit entirely.

Shane
 
I bought Murchison 2 over 24 hours ago but still there is no download link. I received an email with my serial number but I get no link available from the Sim Center site? I sent in a ticket through the help desk with my order number. I'm not in a hurry, just curious how long do I need to wait for a download link?

Dave
 
Thai1On said:
I bought Murchison 2 over 24 hours ago but still there is no download link. I received an email with my serial number but I get no link available from the Sim Center site? I sent in a ticket through the help desk with my order number. I'm not in a hurry, just curious how long do I need to wait for a download link?

Dave
Click to expand...

Hi Dave,

Check the "My Downloads" item under your account. There is the product name listed there. Click on it and the download will start.

John
 
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