ELEVATEX

Application Troubleshooting

Find solutions to common application issues, including known problems, troubleshooting steps, and potential workarounds to help resolve them.

The application displays only the map, while the navigation bars are blank.

This issue occurs because the application is unable to renew the authentication token, which expires every hour.
We recommend following the following steps before opening a support ticket in our Discord.
  • Ensure your system clock is synchronized. Visit time.is and verify that your clock is within approximately 10 seconds of the correct time. If it is not, follow the Windows synchronization steps below.
    • Open SettingsTime & languageDate & time.
    • Ensure Set time automatically and Set time zone automatically are enabled.
    • Under Additional settings, click Sync now to synchronize your system clock.
    • Visit time.is and verify that the reported clock difference is within approximately ±10 seconds.

The application is responding slowly, and content takes a long time to load.

Our backend is hosted in Germany, and we use Cloudflare to route and protect traffic globally. Your connection speed to our application depends not only on your internet speed, but also on the route your ISP takes through Cloudflare to reach our infrastructure.

Users in Europe will generally experience the lowest latency. Users in more distant regions including East and Southeast Asia, South Asia, Oceania, the Middle East, Africa, and South America may occasionally experience higher latency or slower loading times.

This does not necessarily mean there is a problem with your internet connection. Depending on your location and ISP, traffic may be routed through a Cloudflare data center or network path that is not geographically optimal. ISP peering, network congestion, and international routing can add additional network hops before your request reaches our servers in Germany. As a result, two users in the same country or even the same city can sometimes experience noticeably different performance.

If the application feels unusually slow, first run a speed test to make sure your connection is stable. If your connection is working normally but the issue persists, try switching networks for example, from Wi-Fi to mobile data as different providers may use different network routes.

  • You can also try using a VPN or Cloudflare WARP. This may route your connection through a different network path and can sometimes significantly improve latency and connection stability.

MSFS is not correctly reading the aircraft registration, or it is displaying an incorrect/random registration instead.

If ELEVATEX is not detecting the registration, it may be because the aircraft or livery files are missing the required configuration settings for this to work. These are read by the simulator from the aircraft.cfg files of liveries.
  • Follow the steps below if the registration always is the same (MSFS 2024).
    • Select the aircraft.
    • Press Configure
    • In the tabs at the top press on Identification
    • Empty the Tail Number input field.

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The application displays only the map, while the navigation bars are blank.The application is responding slowly, and content takes a long time to load.MSFS is not correctly reading the aircraft registration, or it is displaying an incorrect/random registration instead.