Good Morning
Today I had a problem when I finished my flight, when I try to end the following message appears:
I already close brownser, refresh the web, but still I have the problem-
please your support to avoid lose the flight! thank you!
try to reset key (on Client / API Key) by creating other, usually solve it
Hi LuisMac,
we checked your flight and the issue is not related to a generic system error, even if the final message may appear that way. Before the mission was automatically canceled, previous warnings had already been sent to clearly indicate that the available time was about to expire.
Your mission was automatically canceled because the time limit to end the flight after landing was exceeded.
The flight landed at 16:33:36, and the deadline to end the mission was 17:33:36. During this time, the system sent several warnings to both the client and the web app, informing you that the remaining time was running out: first with 24 minutes left, then 14 minutes, and finally 4 minutes.
Since the mission was not ended within the allowed time, it was automatically canceled by the system.
As a result, when you later tried to click “End Flight”, the mission had already been closed by the system (brain). That is why a “general system error” message appears, because the mission was no longer active.
We are working to ensure that, in these cases, the mission screen is also correctly updated on the interface side when the system automatically closes it, in order to avoid showing the usual generic error message when trying to close a mission that has already been canceled.
If you have any doubts or need any further clarification, we remain at your disposal.
Dear @Karim-CTO-SimFly
Thank you for your response.
However, I would like to clarify that the delay in ending the mission did not occur due to inaction on my side, but because I was unable to complete the flight from the moment I shut down the engines.
The system was already showing the error when I attempted to end the flight, and at no point did I have a working option to successfully close the mission. This is why I spent that time actively trying to troubleshoot the issue. You can verify this by checking the timestamp of my forum post, which was made during that same window, also please check the our that I issued a Ticket to you.
From a user perspective, this is extremely frustrating ,especially after completing a 10 hour flight as I was effectively prevented from closing the mission despite multiple attempts.
Given this situation, it is not accurate to conclude that the mission expired simply because I did not act in time. The system did not allow me to complete the required action in the first place.
I would appreciate if this case could be reviewed again, considering the actual sequence of events. I also hope that technical support and system handling of these scenarios can be improved, to avoid similar situations in the future.
Best regards,
Luis
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Thank you for the additional information. I will pass this on to the development team, and we will investigate further in depth to better understand what happened.
Hello LuisMac,
Following a deeper internal investigation, we can confirm that you were right. The issue was caused by a system inconsistency on our side, which prevented you from correctly closing the mission despite your attempts.
Specifically, due to a rare internal synchronization issue that we had never encountered before, the mission was incorrectly marked as completed in the system, which is why you were no longer able to finalize it correctly. This then also led to the automatic cancellation once the allowed time limit was reached.
We will proceed with crediting you the PAX Tokens related to this flight. At the same time, we have already released a fix to production to help prevent similar situations in the future.
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Dear @Karim-CTO-SimFly
Thank you for taking the time to investigate this further and for the clear explanation.
I appreciate the confirmation and the transparency regarding the issue, as well as the fix already implemented to prevent similar situations in the future.
Also, thank you for crediting the PAX tokens, I really value the support.
Glad we were able to clarify what happened, and I’m happy to contribute to the continuous improvement of the platform by reporting this kind of issue, Thanks!!
1 Like