Frequently Asked Questions

INSTALLER QUESTIONS

Q: Where can I find my serial key?
A: In your orders page or into the email we sent to you after your purchase.

Q: Does the installer points to my X-Plane installation automatically?
A: No. It points to a generic folder, you tell the installer where to drop the files, ensure you choose the X-Plane/Aircraft folder.

Q: I want to paste the serial key with the mouse but it’s impossible!
A: Then use keys CTRL + C to copy and CTRL + V to paste it into installer, on Macs use cmd instead of CTRL.

Q: How does the serial key works with updates?
A: Your serial key remains the same, to install the newest release, download its installer and overwrite the previous version.

Q: Can I install the product on a second computer?
A: Yes, until you don’t violate the single license or the serial may be deactivated. For multiple license please get in contact!

Q: How can I safely uninstall the product?
A: Use the provided Uninstall AW139 executable, it’s placed above the AW139 directory and it’s recognizable by its icon.

Q: I cannot find the helicopter among my aircrafts. What’s wrong?
A: You installed into the wrong destination folder. As the installer suggests a generic folder, ensure you specify the right one before starting the installation. Another reason could be related to your computer being offline or behind a firewall or a proxy blocking the download.

Q: I’ve installed but I cannot see the additional liveries!
A: This happens when a livery folder was already in place. Browse the installation for a second livery/livery/ folder and simply move its content.

Q: I’ve an old version of Windows, what executable should I choose for installation?
A: Windows has two installers, the x64 is suitable for the very latest operative systems, olders (eg. Windows 7) may choose the simple one.

NETWORKING QUESTIONS

Q: Do I need to be connected to the internet to use the product?
A: Yes, most of the time. Ensure proxies are allowing outbound connections to https://www.x-rotors.com.

Q: Is it safe to connect to your website?
A: Yes. We adopted a security layer SSL connection to protect your data, you can see it by the lock icon on your browser, aside this website URL. Also, as a verified Paypal reseller, each transaction takes place under their secure strategy.

Q: The installer says it’s unable to download Core components!
A: Each release has its own installer, download it from your private area to safely get the new release.

Q: My virus protection keeps deleting some of the downloaded files. What can I do?
A: Just disable the anti-virus for the time of installation. Use the Uninstaller before attempting to install again.

Q: The installer says Error fetching URL!
A: You may have proxy or firewall blocking the connection. Read above.

Q: The simulation is paused and I cannot use the product, what’s happening?
A: X-Plane wasn’t able to connect to the internet, in this case ensure you aren’t behind a firewall or proxy.

Q: I’ve correctly installed and my license is valid, but the session is being kept paused.
A: Some Windows machines may need a networking update. Install a little program named cURL, re-start your PC and X-Plane.
Mac OSX and Linux aren’t normally affected, but they can also get their cURL update from here.

COMMON QUESTIONS

Q: I have bought the AW139 version 4.00 before 2019, how can I find my purchase in my personal area?
A: After registering, drop us a line and we’ll be dropping the files in your personal area in a few days, often within the same day.

Q: I have bought the AW139 version 3.51 before 2019. Should I have to pay the whole price for version 4.00?
A: No. After registering, drop us a line and we’ll be sending you a coupon code to get a discount on the new one.

Q: I read the new helicopter is an RC-something. What does it means?
A: It’s the acronym for a Release Candidate. It’s a heavily tested pre-final version, possibly subject to further non-critical improvements.

Q: How can I get access to upgrades?
A: Upgrades will we always available in your personal area, once you have registered. Ensure to get the latest installer before upgrading.

Q: I have flown one of your product and it’s beautiful, but still I’ve got some suggestion to improve it. How can I send you a feedback?
A: Get in contact and specify Product improvement in the contact form. We’ll be getting in touch in a very litthe while, usually in minutes.

COMMERCIAL LICENSES

Q: Your products aren’t for commercial use. What does it means?
A: It means you cannot make money from their use in any case, unless you purchase a commercial license (see below).

Q: How can I get a commercial license?
A: Get in contact and specify Commercial inquiry in the contact form and clarify your need in detail. We’ll be getting in touch in a very litthe while, usually in minutes.

Q: What can I do with a commercial license once purchased?
A: It strictly depends upon your business, which drives the terms of the license. Basically a commercial license is needed whenever you have a business and you need one of our products to help you to earn money. If you run a flight company you may obtain a license for training purposes or if you run a training service you may get a dedicated license for public display.

Q: Do you have plans to offer commercial licenses at fixed price which can be easily purchased directly via this website?
A: Yes, we are working on that.

COMMUNITY QUESTIONS

Q: I’ve heard about issues with your products, what can you tell me about that?
A: Our products and our team have nothing to do with what you’ve heard, whatever it is that made you feel bad. A long time ago – more than twelve (12) years ago – a member of the very first team (MS) artfully put a few parts from another add-on into a payware pretending they were made by him. Once discovered he was immediately fired but, inspite the previous owner (DS) faced the community admitting his lack of control, the issue started to raise uncontrollably at the point that he was irredeemably judged as the guilty, bullied, banned and eventually silenced. Unable to publicly defend himself from those growing the issue, he tried many times a fresh start without success, as his name emerged to be involved. This happened until a brave team member (XP) offered a takeover and started back the production along with him (DS) and a few others, leveraging on transparence and quality. As a matter of facts, proven our skills through the genuine quality of our products, we were able to get the well deserved trust and visibility.

Q: Why aren’t your products sold elsewhere, eg. the most famous community website?
A: It’s our commercial strategy, we prefer to rely on our assets at the moment. That website in particular, besides its fame, showed tremendous approximation and no capacity to moderate the discussions and showed no real interest in supporting us.

Q: Have you been in contact with Laminar Research?
A: Sure, they’re doing a great job on the platform as well as with us developers. In the years they have massively increased the quality and quantity of documentation, which has became a crucial asset for them and a gold mine for us. We’ve been in contact many times with Ben, Austin and the others during the last 11.30 beta program. We did our part gladly to report and help them fix bugs and issues while they were helping us a lot with the AW139. Additionally, they preferred our AW139 as one of the best X-Plane® add-ons on december 2018.

Q: Is that true that Leonardo Helicopters itself have endorsed one of your products?
A: Yes, it’s true. We cannot say more though, but for sure it’s the best quality proof you would find.

Q: What other real world companies have used or still use your products?
A: In our several years of activity, behind different team names, we’ve being selling commercial licenses to helicopter companies like Era Helicopters, CHC and Bristow, together with different SAR/Military corps in Italy. We’ve been dealing also with commercial flight sim companies such as Geosim Technology and Ryan Aerospace.

Q: I am a real helicopter pilot. Can I join the team to help out you developers?
A: Sure! Get in touch!