(Copy of note sent to RealFlight Tech Support)

I purchased a copy of G2 and all the add-on’s. I cannot seem to get Add-on 3 to install. I am using a brand new wiz-bang Sony Viao computer with all the latest stuff. I am running Windows XP with all the latest patches. During installation, I turned off Norton firewall and virus scanner.

I installed G2 by itself – runs fine.

I installed Add-on 1 and 2 – G2 runs fine.

I tried to install Add-on 3 – it tries to upgrade G2 and fails on server 1 and as per the FAQ, I tried server 2 and immediately get an XP error saying that an “Unexpected Error has occurred with SETUP.EXE and would I like to send a report to Microsoft”. I tried many different combinations:

1. Say no after being asked if I want to try server 2 for upgrade.
2. Say yes after being asked if I want to try server 2 for upgrade.
3. Rebooted system and tried again.
4. Uninstalled G2, Add-on 1&2 and tried the process over again.
5. Uninstalled G2 and tried to JUST install Add-on 3.

I then reinstalled G2 for the 4th time and installed Add-on 1, 2, 4 and 5 – G2 runs fine. Again, I tried to install Add-on 3 and encountered the “Unexpected Error” during the process where G2 was trying to upgrade itself.

After that, I tried again several times and no matter what I do, I cannot get Add-on 3 to install without getting the “Unexpected Error”.

I read all the FAQ’s on the Technical Support website and am still unable to complete the full installation. Any ideas?

Don,

I recently installed G2 on a new PC ... I installed G2 first, then upgraded to the latest version (had to manually download the control panel to get to server #2), then all 5 add-ons installed fine.

Did you upgrade to the latest patch before installing the add-ons? Not sure this will help, just an idea.

Good luck!

Carl

Carl,

For some reason, I am not able to get the system to upgrade. I even downloaded the latest G2 control panel (V1.1, I believe) and I get the following:

- It trys to access Server 1 and fails (as per the FAQ's on the RealFlight TechSupt page).
- It then asks me if I want to try the alternate server and if I say "Yes", I get that "Windows has encountered an unexpected error with CPANEL.EXE - do you want to send a report to Microsoft?"
- After that, the program aborts.

When I go home tonight, I'll try these specific steps:

- Uninstall all components of G2 and Add-on's
- Install G2
- Download and upgrade to the G2 Control Panel V1.1
- Try to install Add-on 3

I'll report back on the results.

Thanks for the message...

Don,

Your problem may be that the secondary server is temporarily down ... there have been other folks complaining of that. I saw one message the the RF support folsk said the server would be back up after new years.

Good luck.

Carl

Weird, I just got a new Gateway Media Center PC and was reloading G2....when I got to add-ons #3 it was giving me errors too. I eventually browsed the CD and manually clicked on the setup file to get around the autorun and wah-lah...it took it. I must have spent 3 hrs. getting this software to run. Afterwards I crashed the system trying to do a Norton Ghost image to a USB portable drive for backup purposes......now I have to load G2 again. I wonder haow many hrs. it's gonna take this evening when I go at it again. AFP Deluxe is looking better and better all the time.

Follow-up... I still have not been able to get Add-on #3 to install on my computer. This includes trying the following provided by their TechSupt department:

VERY IMPORTANT!!! Before installing/updating RealFlight or any of the Add-Ons Volumes please make sure you have closed down ALL background applications. Every Icon you see next to your time in the lower right hand corner are running programs and need to be exited, closed, shutdown, etc. To do this simply right click over these icons and select the command to shut it down or disable the program (please refer to your users manual for the program).

For Windows XP users also do the following:
1. Hold down Ctrl+Alt and tap Delete. This will bring up the Windows Task Manager.
2. On the Windows Task manager select Processes
3. In the processes list click on User Name so that it sorts the processes by the User.
4. Look for your log-on (user name)
5. End Process all of the programs that are running under this log-on by -
a. Click on the processes name and click on End Process
b. On the next prompt saying Yes.
6. Leave Explorer.exe, Taskmgr.exe, and if you have it Rundll.exe (or Rundll32.exe)
NOTE: Only End Process the processes that are associated with your user log-on. Such as the ones listed above.
7. You can now install any program that you wish without any interference from background applications.

I also call the TechSupt department and was "stepped through" the above process and still no luck. The young lady there stated that there was nothing else they could do and offered to refund my money on the Add-on disk.

I then drafted a message that I sent to both the GreatPlanes techsupt site and the RealFlight site a few days ago - no response so far:

I have been through all avenues and still can not install Add-On #3 to my G2 system on my XP computer.

I have followed all instructions received via other correspondence (Including going to Task Manager and shutting down all background programs - that standard email you send to all clients reporting this issue).

I contacted TechSupt by phone and again completed all the "special steps" to install this add-on. The TechRep said there is nothing else we can do but refund the money for the add-on. To this, I say BUNK...

As a software engineer, it is immediately apparent that the Add-On #3 disk performs a different install set of instructions than do the other 4 Add-on disks to which I have no trouble installing - this shows that there is nothing wrong with my computer or the software I have installed on it - it is a bug in the installation on this particular version.

I also know that there is a method to manually install the needed files from the CD to my computer - I just need to know what it is. I really want this add-on as I am currently building an A-10 and that aircraft is on the Add-on 3 disk.

Can you PLEASE forward this message to your engineering folks and have some one contact me to assist in the installation of this product. Come on folks - help a fellow programmer and hobbyist out.

It looks like I have the same problem. I finally upgraded G2 after many attempts. Now I have tried to install vol 3 with no luck. I went straight to the setup.exe and I get the same error to report to MS. Like the previous post, I am in SW development. I have no other problems with applications on my PC except for this one disk. I have yet contacted support to let them see for themselves the problem. Maybe they will trade me for another volume???

I got a PM from one nice guy at RealFlight with some more things to try and those failed as well. I have not heard back from them on my last message begging for a workaround that would allow me to perform the Add-On3 installation without an attempt to upgrade G2 (which as I agree with you, is the cause of the MS error we get). I'll keep pinging them in the hopes that they will eventually help me.

I sent a note off as well. Maybe if they start seeing a lot come across the desk they will do something???? I'll report back if I hear anything!!!

Looks like I'm going to give them a call?? No response from the emails!!!! Nothing like spending a Friday night on hold for a couple of hours[:@]

Good luck - a phone call will only result in the Tech stepping you through the instructions I posted in a message above. If you have already tried that, it will be a wasted phone call. Once the Tech determines that the above steps do not work, all they can do at that point is offer to refund your money for the add-on disk.

All my further attempts to contact KnifeEdge on this issue have gone unanswered. I also posted this entire thread of mine on the RealFlight G2 Support discussion board early in the week - again, nothing. Today, I posted a message directly to KnifeEdge using their "Contact Us" form on the KE website... it read:

Just wondering if your company has any plans on dealing with the very negative feedback and customer satisfaction issues currently plaguing your products. I am a senior engineer for a major software company based in San Diego. My wife also works for this same company as the Sr. Marketing Manager. We have both been amazed at the total lack of support and communications with customers shown by KnifeEdge.

I personally have been having issues with my G2 purchase. I also purchased all 5 of your Add-on disks. My issues can be found on your G2 Support Discussion Forum if you care to look. However, this note is focused on my feelings that KnifeEdge has totally lost its focus on service of current customer base.

We are guessing that the powers-that-be within your company are relying on the premise that this issue of lack of customer service will be overshadowed by profits of new sales...as an experienced engineer who is married to a very experience software marketing manager, you are putting your eggs in the wrong basket.

Satisfied customers should be your number one priority – those customers will praise your product to other enthusiasts. If properly serviced with prompt answers and solutions, even those customers who have had issues with your products will provide good word-of-mouth benefits that will drive sales. You appear to be on a different track.

The R/C flight simulator market is very competitive with several good options available for the choosing. If you continue on your path of sell, sell, sell and current customer service be damned, KnifeEdge will fail. I am going to continue my many hours of effort to get my individual product issue addressed for one more week. After that, if I continue to receive the lack of communications and assistance any decent software manufacture should be providing, I will abandon my use of the G2 product and purchase a different offering.

If this happens, I will also join the ever growing group of dissatisfied customers who are public bashing your product and lack of support to the masses via discussion boards, R/C clubs and the like.

We'll see if that does anything, but I am betting not and next week, my G2 and all the Add-On's go up on eBay.

(Final Update)

Posted this on the "official" Technical Support forum at GreatPlanes...

Many days later... Still zero responses to the issue from anyone at GreatPlanes or KnifeEdge.

With regret, My G2 goes up on eBay tomorrow. I just cannot hold onto a product from a company that has such a strong lack of desire to provide even minimal customer support. I have spent over $600 (2 copies of G2 with all the trimmings) this year. At least the version I purchased for my Dad installed error free.

It is unbelievable that you cannot get support even from here - the "official" support site for the product.

I will be purchasing another flight simulator product and if anyone asks my opinion of G2, G3, or KnifeEdge Software, you can bet it won't be positive.

They finally answered my email. Of course they found another escape by telling me to update my video and sound card drivers!!! I sent a note back asking why an old video/sound driver would cause a program to not even run under the OS???? I could see if it started and the video went out!!! Anyway I'll just wait and see. I haven't had time to get on the phone to see what they have to say. Maybe this weekend.

What are you going to get as a replacement if you sell your copy of G2?????

http://12.156.2.54/forums/showthread.php?t=9499

I gave up, buddy - just ordered AFPD. I am selling my entire G2 installation on eBay along with all the add-on disks - give it a read...good for a laugh!

You have to search for the ad number while on eBay (5748636377) since this forum does not allow links to eBay sale items (understandable).

Just for the record, today I was contacted by RealFlight technical support and they offered to refund my purchase for the G2 and all add-on’s since I was unable to get the entire package to install and operate on my system.

Base on this new information and their offer, I have canceled the eBay auction and will be packaging up the system and returning it to them for said refund. I now consider this matter resolved to my satisfaction.

Respectfully,