scuboo Posted December 30, 2014 Share Posted December 30, 2014 HiI've been trying for an hour now to send a request for help in railmaster but I keep getting an error.Could not send your request for help at this time, please try again shortly-connection reset 12031.My Internet connection is fine, has anyone else had issues like this?ThanksRobert Link to comment Share on other sites More sharing options...
Yelrow Posted December 30, 2014 Share Posted December 30, 2014 If i might suggest an alternative, ring my friend Mark Lodge, at hornby. He is boss man customer services. Only speak with mark, if he is busy, ask him to call back, he never fails to do so, and he is able to talk you through your problem., being a very technical guy.who is able to explain things very simply If he cant, he will contact support on your behalf. Tel 01843/233/525. john. This will be the quickest way, cos you will get 2 bites at the cherry. john Link to comment Share on other sites More sharing options...
scuboo Posted December 30, 2014 Author Share Posted December 30, 2014 Thanks very much John I will give him a call in the morning. Link to comment Share on other sites More sharing options...
HornbyRailMasterSupport Posted December 30, 2014 Share Posted December 30, 2014 The reason you are not able to send a Help Request is because your system is blocking RailMaster. From the information you have already provided us there is no doubt that something is blocking the program. Some antivirus packages are very aggressive and it is important that RailMaster has been added correctly as a full exception. It is also important that RailMaster is set ot run with admin rights and that the persmissions on the folder are set to "Full" for all users.If necessary, temporarily disable your antivirus software while sending a Help Request or activating the program.If you are using McAfee and you have definitely added RailMaster as a full exception and also temporarily disabling it doesn't work then try uninstalling the program, sending your Help Request/Activating, then reinstalling. This has been known to work on e at least one occasion, inexplicably.Full information can be found in the Internet Security guide installed on your Windows Desktop when RailMaster was installed. Link to comment Share on other sites More sharing options...
96RAF Posted December 30, 2014 Share Posted December 30, 2014 As HRMS says if all else fails please RTFM (read the famous manual). Link to comment Share on other sites More sharing options...
scuboo Posted December 30, 2014 Author Share Posted December 30, 2014 Thanks guys, I have been in touch with the support. I have checked everything and switch my anti virus and firewall off. Is there something I'm missing? Link to comment Share on other sites More sharing options...
Fishmanoz Posted December 30, 2014 Share Posted December 30, 2014 Robert, undoubtably you have. Try completely uninstalling as HRMS suggests. I can assure you from lots of people's experience on here, it will be your AV and/or firewall still causing this, you have the classic symptom of it. And rather than waiting until you can phone (as john always suggests because he isn't connected to the Internet on his RM laptop), you can email them from outside RM at support@rail-master.com and don't forget the dash. if you still can't fix it, HRMS can log into your PC and do it for you, in short order. Also do a search in here for lengthy posts from Augustus Caesar (AC) on how to avoid these problems in the first place by not using such AV software, he's an expert on it. Which of the dreaded packages are you using by the way? Norton and McAfee are the worst of them. Link to comment Share on other sites More sharing options...
gilbo2 Posted December 31, 2014 Share Posted December 31, 2014 I have known it where Ramilmaster gives an error message when requesting help but then I still get the confirmation email that it was actually sent?! Did you get an email confirmation? Link to comment Share on other sites More sharing options...
scuboo Posted December 31, 2014 Author Share Posted December 31, 2014 Robert, undoubtably you have. Try completely uninstalling as HRMS suggests. I can assure you from lots of people's experience on here, it will be your AV and/or firewall still causing this, you have the classic symptom of it. And rather than waiting until you can phone (as john always suggests because he isn't connected to the Internet on his RM laptop), you can email them from outside RM at support@rail-master.com and don't forget the dash. if you still can't fix it, HRMS can log into your PC and do it for you, in short order. Also do a search in here for lengthy posts from Augustus Caesar (AC) on how to avoid these problems in the first place by not using such AV software, he's an expert on it. Which of the dreaded packages are you using by the way? Norton and McAfee are the worst of them.I'm using Microsoft security essentials and I've done everything that's needed as far as I'm aware. It's a nightmare, never had so much trouble to activate software before. Link to comment Share on other sites More sharing options...
scuboo Posted December 31, 2014 Author Share Posted December 31, 2014 I have known it where Ramilmaster gives an error message when requesting help but then I still get the confirmation email that it was actually sent?! Did you get an email confirmation?Never got any email confirmation either. Link to comment Share on other sites More sharing options...
Yelrow Posted December 31, 2014 Share Posted December 31, 2014 Did you take my advice, and ring mark today. As you are not sorted, perhaps not. Never known him beaten. john Link to comment Share on other sites More sharing options...
scuboo Posted December 31, 2014 Author Share Posted December 31, 2014 I got sorted today John. Railmaster support logged into my computer and set me up. Thank you for your help and advice. Link to comment Share on other sites More sharing options...
Graskie Posted December 31, 2014 Share Posted December 31, 2014 Now nobody can moan about Hornby there, can they? Whoopee! Well done, Hornby! Link to comment Share on other sites More sharing options...
Fishmanoz Posted December 31, 2014 Share Posted December 31, 2014 Let me just guess kiwi - AV problem not fully listed as an exception. I may be wrong bit 99 out 100 I'm right. Robert? Link to comment Share on other sites More sharing options...
RDS Posted December 31, 2014 Share Posted December 31, 2014 Maybe RM support can advise us what the problem was but I can imagine Fishy being right. Link to comment Share on other sites More sharing options...
Graskie Posted December 31, 2014 Share Posted December 31, 2014 Are you risking yet another hat, Fishy? I do, of course, so hope that you're not at risk this time with your guess! Poor old scuboo probably has no idea, as in....they just fixed it. That's how I would be, grateful for Hornby's help but not knowing or particularly wanting to know exactly what they did. They do have a magic wand, you know. Link to comment Share on other sites More sharing options...
Fishmanoz Posted December 31, 2014 Share Posted December 31, 2014 No risk to the hats Graskie, I can talk through them as often as I like, at least until my breath rots them out. So at least twice. Anyway, I've put the special Christmas one away for another year now, intact. if Robert watched what they did while they had remote control, he'll know too. Link to comment Share on other sites More sharing options...
Graskie Posted January 1, 2015 Share Posted January 1, 2015 I'm afraid I can't help, kiwi. Is that better? Link to comment Share on other sites More sharing options...
Fishmanoz Posted January 1, 2015 Share Posted January 1, 2015 Ok, I admit guess was the wrong word. It would have been better to say that my conclusion, based on my own experience and the numerous threads in the RM forum that had the same conclusion. Also, the lengthy and learned posts from AC on the subject support the same conclusion an explain how to avoid the problem in the first place. Or, please refer to the 4th post on page 1. Link to comment Share on other sites More sharing options...
Fishmanoz Posted January 1, 2015 Share Posted January 1, 2015 I'm afraid I can't help, kiwi. Is that better? I guess it is better in this case Graskie. Link to comment Share on other sites More sharing options...
scuboo Posted January 1, 2015 Author Share Posted January 1, 2015 It was an issue with the Internet connection, well not so much that there was an issue with the connection but I was using my phone as an Internet hot spot instead of the main Internet connection. If that makes sense, I watched what they were doing but I'm not great when it comes to computers and don't really know what they were doing. My software is activated but ill have issues getting the pro pack or anything else with my connection. Told me to call my Internet provider and ask them to allow FTP, what ever that is. It doesn't make sense to me, like I said I'm not great when it comes to computers.Sorry for late reply.Happy new year Link to comment Share on other sites More sharing options...
Teedoubleudee Posted January 1, 2015 Share Posted January 1, 2015 When I had problems logging a support ticket via RM, I did watch carefully what the guy did from the other end. First he went through all my A/V and Firewall settings which were all correct. He then made a change in the RM settings file and deleted the com port from my computer. Windows then re-installed it and it's worked fine ever since. Link to comment Share on other sites More sharing options...
Yelrow Posted January 1, 2015 Share Posted January 1, 2015 The speed they move around your computer at, is mind blowing, and impossible to follow. normally involves deleting, and re installing, thats what they did with me. Very knowledgeable guys. Also asked about my anti virus, and checked on usb.and com port. They then ask you to test. Takes about 20 mins. Never known them to fail. john Link to comment Share on other sites More sharing options...
96RAF Posted January 1, 2015 Share Posted January 1, 2015 It was an issue with the Internet connection, well not so much that there was an issue with the connection but I was using my phone as an Internet hot spot instead of the main Internet connection. If that makes sense, I watched what they were doing but I'm not great when it comes to computers and don't really know what they were doing. My software is activated but ill have issues getting the pro pack or anything else with my connection. Told me to call my Internet provider and ask them to allow FTP, what ever that is. It doesn't make sense to me, like I said I'm not great when it comes to computers.Sorry for late reply.Happy new year File Transfer Protocol, it's a method of passing files over the internet Usually from a dedicated server to a user pc and vice versa. I use it to manage my website files, sending hundreds of Mb of files back and forth. Link to comment Share on other sites More sharing options...
Fishmanoz Posted January 1, 2015 Share Posted January 1, 2015 Hat's in trouble Graskie. Link to comment Share on other sites More sharing options...
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