Big problem with Searchlight Simulations

[jtousign]

For some time now the GE AC4400CW, SD40-2 BN and BNSF locomotives from SearchlightSimulations have not been working on my computer.

All other SS products work fine except these. Curiously the Key, Log and Serial files seem to be the crux of the problem.

Roughly I paid around 80$ for these locomotives and I end up with nothing. I tried to contact them without success, no answer from them.

I don't need to tell you that I'm furious with SS who doesn't seem to care about their customers. I assure you that I will not buy anything from them again unless they come to my aid quickly.

Am I the only SS customer who has this problem? The dern Key, Log or Serial are in my opinion an irritant that could be done without when buying any product.

If anyone has a solution please let me know.

[Unoriginal]

You might wanna ask them here.

https://www.store.searchlight-simulatio ... pport-form

[jtousign]

I have already done so but no answer has come to that effect yet. That's why I'm angry at them!

[trev123]

Uninstall them then install them and when it asks for the serial numbers put them in from the email that they sent you. It sounds like you are a young person when things go wrong you get angry there is no need to as things will sort themselves out. Maybe you were angry about what you wrote to Searchlight Simulations. So companies won't respond to angry emails etc.

[kris120]

I've had the same problem some months ago.
Registration was still ok.
I have got this answer:
"Simply remove the key.dat and any log text files out of the respective engine folder."
This worked, though you cannot do that too often. No reinstall was necessary.

[buzz456]

Uninstall them then install them and when it asks for the serial numbers put them in from the email that they sent you. It sounds like you are a young person when things go wrong you get angry there is no need to as things will sort themselves out. Maybe you were angry about what you wrote to Searchlight Simulations. So companies won't respond to angry emails etc.

He's not a young person and he's one of our most talented members. Please take a deep breath before you post something like this. SS is not famous for their customer service.

[trev123]

Why take a deep breath?

[jtousign]

Trev123, take a deep breath because you don't know anything about me. I'm an honest man and when I purchase something I don't need to bother about what I bought because of useless bureaucracy of this company. Am I clear enough??

[cnwfan]

jtousign - It's possible something is preventing that communication from your computer to the SS license server. You can try temporarily disabling your firewall and anti-virus and see what happens. Also, when installing their exe install files, you can right click on the file, go to properties, look for compatibility, and run as administrator. I do that with all software that I install. Hang in there, you'll get it figured out.

[AmericanSteam]

I had the same issue a few times and removing the Key.dat file solved the issue. It should rebuild the next time you run it. I registers it to your computer. If I remember you can have these on up to 3 computers.I can't remember if it phones home every time you run it or not. If you are running reskins of the SD40-2 you will find the Key.dat file in the base model used for that particular reskin.

[BNSFdude]

This is news to me, I've not seen any communications in either our support email or Facebook Pages' inbox. Shoot Kevin or I a PM with your email address so that we may look further into this.

[bnsfsubdivision]

For some time now the GE AC4400CW, SD40-2 BN and BNSF locomotives from SearchlightSimulations have not been working on my computer.

All other SS products work fine except these. Curiously the Key, Log and Serial files seem to be the crux of the problem.

Roughly I paid around 80$ for these locomotives and I end up with nothing. I tried to contact them without success, no answer from them.

I don't need to tell you that I'm furious with SS who doesn't seem to care about their customers. I assure you that I will not buy anything from them again unless they come to my aid quickly.

Am I the only SS customer who has this problem? The dern Key, Log or Serial are in my opinion an irritant that could be done without when buying any product.

If anyone has a solution please let me know.

I'm working a full time job, another two part-time jobs whilst still trying to answer as many support inquires we receive daily as I can.

You sent the following support inquiry on January 21st:

The BN and BNSF pack is not working properly, no more lever are visible in the cab and no horn sounding. I need help please!!! My email address is "touzzz@cgocable.ca"

You couldn't provide a simple description of your issue. How is anyone supposed to make sense of that in the first place? Irrespective of that, I've answered you support inquiry the following day:



So if for whatever reason you have not received a reply within 48 hours, you could have always kindly asked for an update either through any of our social media channels or through another support ticket. It's not like we're purposefully avoiding any of our customers. Sometimes emails get blocked, bounce back as undelivered or other factors come into play. Outright suggesting we "don't seem to care" is an insult, as we're one of the most caring 3rd parties, period. We've never once scammed even a single customer out of his right to receive product support of any kind.

... useless bureaucracy of this company ...

It may seem useless to you. For us it's a necessity to ensure we can upkeep our development and hundreds if not thousands of hours invested into our products without them ending up pirated the first hour they release publicly. No one is forcing you to purchase anything from us. If you're unsatisfied with our offerings and or services, there's tons of other 3rd party content out there available.

SS is not famous for their customer service.

Except I've not come across a single unsatisfied customer yet.. very much the opposite. Interesting, isn't it.

[mindenjohn]

It's always worth looking in the Spam or Junk bin, it's surprising how much that shouldn't go in there does and how much that should doesn't.

[Chacal]

I cleaned this topic of posts irrelevant to the original question.
Keeping it open until the issue is resolved.

[buzz456]

Chacal has chosen to keep this thread open and I respect his opinion. Only posts relative to helping Jean solve his problem will be allowed. I trust he will let us know if and when it is resolved.