Kayleigh

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Everything posted by Kayleigh

  1. Hello @zxdlaix Sorry to hear you're having trouble with the installation. I am happy to assist you. Please follow these steps to resolve the error: 1. Click on your Windows start menu and type appwiz.cpl and open appwiz.cpl to launch Programs & Features. 2. Locate the Microsoft Visual C++ 2015 Redistributables and uninstall it. (Skip this step if you do not see a VC2015 file) 3. Reboot your computer. 4. Reinstall the redistributable files with the following links: https://www.microsoft.com/en-us/download/details.aspx?id=53840&751be11f-ede8-5a0c-058c-2ee190a24fa6=True Once you've installed the VC 2015 file, try reinstalling Outfox.
  2. Hello @gszero When we gather network information to determine ping values, we are using raw ping data for your connection over our network. Sometimes, this will cause a discrepancy between the ping time you see with Outfox and the ping time you see in your game. In-game ping reports likely include additional factors such as latency overhead for server processing. Outfox pings are accurate to the network latency and do not include such factors.
  3. Ola @carlosrutjesus Actualmente non admitimos campo de batalla 2. Pode solicitar soporte para Battlefield 2 nas nosas funcións e foro de solicitudes. Se tes algunha dúbida ou dúbida, avísanos.
  4. Hello @jcd.raider, Sorry for the delay. Tickets are worked in the order they are received. Thank you for your patience. Once we have reviewed your ticket we will follow up via email.
  5. Hello @w.vanrensbergen Does the app show "Outfox not used" or are you getting any other errors? The Outfox Not Used notification indicates the Outfox network was not used during your gaming session. When using the Fastest Server option to connect, Outfox completes a technical evaluation looking at factors including network congestion and ping time. It then determines if the Outfox network or your native internet connection is the fastest. If you see Outfox Not Used displayed, this means your standard internet connection was faster than the Outfox connection, so you were not connected to our network.
  6. Hello @yihao3 Can you provide us with a screenshot of your Outfox session?
  7. Hello @joshcstringer Sorry to hear you're having trouble with Outfox. Unfortunately we would need to see your connection logs to properly troubleshoot the issue. Thank you for providing your feedback and we appreciate your interest in Outfox.
  8. Hello @tomwodi Outfox displays the Game Server based on where the server IP is registered, not where it's actually located. It's possible that the League of Legends Brazil server is located in Brazil but is registered in the US. Your connection should still be going to the Brazil game server. Within the game does it show that you're on the Brazil server? As for the performance issue, do you have the same problem when selecting "fastest server"?
  9. Hello @yihao3, Sorry you're having trouble with Outfox. I'm happy to assist you with any issues you're encountering. Are you getting any specific error messages or does the Outfox app show "Outfox not used"?
  10. Hola @cajeezequielomar, Gracias por tu interés en Outfox. Actualmente admitimos Counter Strike GO pero no admitimos Counter Strike 1.6. Puedes ver una lista de juegos compatibles aquí: https://www.getoutfox.com/support#what-games-does-outfox-support Si tiene más preguntas o inquietudes, por favor háganoslo saber. Hello @cajeezequielomar, Thank you for your interest in Outfox. We currently support Counter Strike GO but we do not support Counter Strike 1.6. You can view a list of supported games here: https://www.getoutfox.com/support#what-games-does-outfox-support If you have any further questions or concerns please let us know.
  11. Hola @asisprofoestesrl, Por lo que entiendo, estás experimentando altos tiempos de ping en Fortnite, incluso cuando no se está utilizando Outfox, ¿es correcto? Si es así, desinstale completamente Outfox y vea si el problema continúa. Si aún estás notando altos tiempos de ping sin Outfox, entonces esto será un problema con tu conexión. Si necesita más ayuda, comuníquese con nuestro equipo de soporte en support@getoutfox.com y envíenos una captura de pantalla del problema que está viendo con la aplicación y también envíenos sus registros. Cómo enviar sus registros: https://www.getoutfox.com/support#how-do-i-find-my-log-files Hello @asisprofoestesrl, From what I understand you're experiencing high ping times in Fortnite even when Outfox is not being used, is that correct? If so, please completely uninstall Outfox and see if the issue continues. If you're still noticing high ping times without Outfox then this will be an issue with your connection. If you need further assistance please contact our support team at support@getoutfox.com and provide us with a screenshot of the problem you're seeing with the app and also send us your logs. How to send your logs: https://www.getoutfox.com/support#how-do-i-find-my-log-files
  12. Hello @xxgamerxx520 Sorry to hear you're having trouble with Outfox. If you'd like to troubleshoot the issues you're experiencing please email a screenshot of your Outfox session to support@getoutfox.com, please also include your logs. How to send your logs: https://www.getoutfox.com/support#how-do-i-find-my-log-files
  13. Hello @jcole2239 Sorry you're having trouble with Outfox, we're happy to help. Can you provide a screenshot of the issue you're seeing with Outfox?
  14. Hello @prroca31! Sorry to hear you're having trouble with Outfox. Your screenshots for Battlefield and CS:GO appear to be normal. Your CS:GO screenshot shows that Outfox could not improve your connection so it wasn't used. For the Battlefield connection, when we gather network information to determine ping values, we are using raw ping data for your connection over our network. Sometimes, this will cause a discrepancy between the ping time you see with Outfox and the ping time you see in your game. In-game ping reports likely include additional factors such as latency overhead for server processing. Outfox pings are accurate to the network latency and do not include such factors. As for Overwatch, it looks like your standard connection may have been better so Outfox shouldn't have been used. Are you sure you were using the "fastest server" option and not manually selecting a location? If so, please send us your connection logs to support@getoutfox.com Here's how you can find your log files and share them with us. Find the log files for your session at the following directory paths: %ProgramData%\Golden Frog, GmbH\Outfox\Outfox.log %AppData%\Golden Frog, GmbH\Outfox\OutfoxUI.log Open File Explorer (Win 8/10), also called Windows Explorer (Win 7). Click in the field at the top that displays what directory you are in. It is the longer field to the left of the Search bar. Enter the Outfox directory in this format: %ProgramData%\Golden Frog, GmbH\Outfox (Do this for both paths) Press Enter. Locate the Outfox.log and OutfoxUI.log files in their respective folders. Once we've received your logs and reviewed them, we will follow up via email.
  15. Hola, Lamento que tengas problemas para iniciar Outfox. Por favor, prueba estos pasos para resolver este problema: Si esto no resuelve su problema, envíe sus registros a support@getoutfox.com y lo seguiremos por correo electrónico después de revisar sus registros.
  16. Hello, Sorry you're having trouble with Outfox. Please send your application logs to support@getoufox.com so we can look into this issue. How to send your logs; https://www.getoutfox.com/support#how-do-i-find-my-log-files Once we've received your logs and reviewed them we will follow up via email. - Kayleigh
  17. Hello @dakota.kirkpatrick, Sorry for any inconvenience. I see that you created your account in July but did not apply the promotion code. The code must be applied during the trial period. Please contact our support team at support@getoutfox.com and our support team can reactivate the trial and apply your promotion code. Please include the humble bundle code in your email. Thank you! - Kayleigh
  18. Hello @daeitani, I am showing that your code was applied successfully and your account is still currently active. If you need any further assistance please contact our support team at support@getoutfox.com and we will be happy to assist you. -Kayleigh
  19. Hello @francogotte55! Please contact our support team at support@getoutfox.com and we will be happy to assist you. Please include your logs in the email. How to find your logs:https://www.getoutfox.com/support#how-do-i-find-my-log-files - Kayleigh
  20. Hello @francogotte55! Sorry you're having trouble with the connection to OutFox. Please contact our support team at support@getoutfox.com and we will be happy to assist you. Please provide a screenshot of any errors you're receiving and also include your logs in the email. How to find your logs: https://www.getoutfox.com/support#how-do-i-find-my-log-files - Kayleigh
  21. Hello @ki.charmillot You will need to add payment details to your account when applying the Humble Bundle code. You can find instructions for applying the code here: https://support.humblebundle.com/hc/en-us/articles/360006727654-Humble-Software-Bundle-Up-Your-Game-Outfox-1-year-license-instructions If you need any further assistance please reach out to our support team at https://www.getoutfox.com/support or support@getoutfox.com regards - Kayleigh
  22. Hello @helmuthdu! Sorry that you're having trouble applying the humble bundle code. The code must be added while you're in the trial period but I show your trial has already ended. I have reactivated your trial so you may add the code. To add the code, log into your Outfox account and in the Control Panel window click the Add Payment Information link. From there add your billing information and the promo code. If you need any further assistance please contact our support team at support@getoutfox.com and we will be happy to assist you. - Kayleigh
  23. Hello @daniellack99! Thank you for your interest in Outfox. Unfortunately we do not have any updates or a timetable on when support for Minecraft will be added. We do hope to support Minecraft sometime in the future. - Kayleigh
  24. Hello @davaray97 Sorry to hear you're having trouble playing League while using Outfox. Please send your connection logs and a screenshot of any errors you're receiving to support@getoutfox.com Once we have received your email and reviewed your logs we will follow up with you via email. How to send your logs: https://www.getoutfox.com/support#how-do-i-find-my-log-files regards, Kayleigh
  25. Hi @Sepums So that we can look into this issue further please send your connection logs to support@getoutfox.com How to send your logs: https://www.getoutfox.com/support#how-do-i-find-my-log-files Once we've reviewed your logs we will follow up via email. Thank you!