Using Help Request to Report Issues

[HornbyRailMasterSupport]

If you are having difficulties doing anything in RailMaster, after reading the PDF guides provided on your Windows desktop, the next resource should be this forum, which is a valuable source of information from other RailMaster users.

If, however, you are unable to find what you are looking for on this forum and require attention from Hornby RailMaster Support please use the Help Request system built into the program.  The advantage of using this method for asking for help is that we will also receive your RailMaster settings, a few of your Windows settings and your current track plan and last program you worked on, which helps us to help you.

There are four PDF guides installed on your Windows desktop, which you should always read first as your questions are most likely to be answered there:-

RailMaster guide
This is the main guide which contains information on how to set up and use RailMaster.

Internet Security guide
If you are having any problems at all activating or deactivating RailMaster or submitting orders this guide includes vital information on how to ensure RailMaster has been added as a full exception to both your antivirus and firewall software.

RailMaster HandHeld app guide
This guide shows you how to get hold of the RailMaster HandHeld app for your Apple, Android, Palm or Windows Mobile device and how to set it up to ensure smooth and error-free operation.

RailMaster Drivers guide
Although installing drivers for your particular controller (Elite or eLink) should be straightforward, if you do run into problems this guide is a good source of information.

While we do monitor this forum occasionally, you will find that a specific answer to any question you may not be able to find answers to here will be available through the Help Request system.

[tony_forward]

Tried that, 3 times and 3 times it failed!

[HornbyRailMasterSupport]

When you say "Tried that", you mean you read the RailMaster Guide, Internet Security guide, checked that RailMaster is added correctly as a full exception to your antivirus and firewall software and set to run with admin rights etc. then tried sending a Help Request?

If your antivirus/firewall software is blocking RailMaster then trying once or one million times will have the same effect.

You should read the Internet Security guide installed on your Windows desktop and also read the posting you made under "Unhappy bunny" twice and our responses.

[tony_forward]

Thanks, i have read the manuals and railmaster is added to the exceptions on AVG. 

The program runs with admin rights and i'm wondering, as per unhappy bunny post, whether the fact that I have little or no internet access in the garage is the problem?

[HornbyRailMasterSupport]

Did you not read the stipulation on the RailMaster packaging, eLink package, instructions etc. that you must have an Internet connection in order to activate.  Obviously that also applies to sending Help Requests!

[HornbyRailMasterSupport]

If you have sent an email to the RailMaster Support Team (not Help Request) and it has not been answered within a few hours, then it is likely that it has been blocked outgoing or incoming, in which case the best method to use to contact us is the Help Request system built into RailMaster.  This is, in effect, a completely private email system, that does not rely on anti-spam or junk mail filtering systems or routing throudh Internet Service Provider mail servers when coming to us.

If you have any difficulty sending a Help Request then it is most likely that you computer is blocking the sending process, in which case you should read the Internet Security PDF guide installed on your Windows desktop to ensure that RailMaster has been added as a full exception to both your antivirus and firewall software and also confirm that it has been set to run with admin rights.  As a last resort you can temporarily disable your antivirus system during the few seconds you need to send a Help Request.