resolved KVNY Van Nuys from Microsoft Store freezing MSFS2020 in loading screen

[joheorbx]

Hello,

today (02.01.2022) I bought Orbx Van Nuys KVNY from Microsoft store inside the sim and installed it.

Unfortunately when I'm starting a flight from this airport it everytime  freezes the flight simulator during loading screen.

This is a severe bug.

Please help - and yes, I know the usual steps before to clean rolling cache etc.

[John Dow]

Do you mean the blue bar stops moving and the flight won't load?  If so then it's almost certain that another add-on is causing a conflict.  MSFS is very sensitive to a whole range of conflicts in add on software, and freezing during loading is the result.

 

To confirm that the scenery is installed correctly you need to follow the following steps:

 

Rename your Community folder to CommunityX or something similar.  

Create a new empty Community folder.

Move only the KVNY entry from the CommunityX folder to the new Community folder.

 

MSFS will now only load the MSFS sceneries and KVNY.  All other addons will be disabled.  If KVNY loads successfully, then you have a conflict that needs to be tracked down.  You can do that by loading all payware sceneries back into the Community folder, KVNY should still work.  Then move your freeware addons in small bundles until KVNY stops loading.  Your culprit can then be easily traced.

 

Good luck.

 

EDIT. I see below that the scenery is from the Marketplace, and consequently would appear in the Official folder. The above suggestions only relate to purchases from the Orbx store. 

 

 

[joheorbx]

Yes, I exactly mean that the blue progress bar vanishes and MSFS does not respond anymore.

And: I today installed 3 more other marketplace sceneries and no one of them had any problem.

Too no any marketplace scenery I ever bought before had this problem.

It is too simple to blame always the users community folder - in my case all other sceneries are working without freezing the sim and

I don't have community sceneries installed, that cover the same area as KVNY.

[joheorbx]

So, now I have performed the test requested:

- I've emptied completel the communitiy folder and startet the MSFS 2020, so that only the official microsoft msfs marketplace items where remaining.

Than I started a flight from Orbx KVNY Van Nuys and again: the blue loading progress bar vanished after a time of loading and msfs did not respond anymore and was freezing.

So that is the proof, that the Orbx-KVNY-scenery from the marketplace is the problem - probably this package on the marketplace is damaged?

[Nick Cooper]

Hello,

you could enquire at the Asobo/Microsoft forums or send them a ticket.

Because we have no more control over the files at the Marketplace than any customer,

we cannot offer you a solution to what would appear to be an installation problem as

the files hosted at Orbx Direct do not cause the problem.

I am making the assumption that if you disable the Microsoft Store installation, then

your simulator will load at KVNY.

 

[joheorbx]

Thank you, that is sad.

Do you probably have a link how to go to the asobo/microsoft forum?

[Nick Cooper]

Hello,

this page should help you out.

How to contact support? – Microsoft Flight Simulator Support (zendesk.com)

[joheorbx]

Thank you,

I now have contacted Microsoft support.

[joheorbx]

I too have checked the contents of the Van Nuys sceneries manifest.json delivered by the msfs 2020 marketplace:

Quote

{
  "dependencies": [],
  "content_type": "SCENERY",
  "title": "KVNY Van Nuys Airport",
  "manufacturer": "",
  "creator": "Orbx",
  "package_version": "1.0.2",
  "minimum_game_version": "1.18.14",
  "release_notes": {
    "neutral": {
      "LastUpdate": "VERSION 1.0.2 RELEASED JULY 31, 2021\\nInitial release",
      "OlderHistory": ""
    }
  },
  "total_package_size": "00000000002407632916"
}

 

Could you probably compare this with you newest official version, if it is identical?

[Nick Cooper]

Hello,

the version number is the latest one.

This is the Orbx version of the same file.

 

Quote

{
  "dependencies": [],
  "content_type": "SCENERY",
  "title": "KVNY Van Nuys Airport",
  "manufacturer": "",
  "creator": "Orbx",
  "package_version": "1.0.2",
  "minimum_game_version": "1.17.3",
  "release_notes": {
    "neutral": {
      "LastUpdate": "",
      "OlderHistory": ""
    }
  }
}

 

[joheorbx]

Thank sou,

now I'm awaiting, what Microsoft support will answer to my request....

For me the situaltion is very unsatisfactory: I've bougt a scenery from the Microsoft marketplace that is unusable.

[joheorbx]

Now Microsoft Support gace me the following advice (after deleting rolling cache) that in my case helped (Yea!!!): See below.

If this would not help they told me to sontact Orbx-Support.

For the future I'm hoping that in the case of problems with Microsoft Marketplaye items their would be a better work together between Microsoft support and the developers than pointing on each other...

 

 

 

Solution that finally helped:

 

3. Delete the Content.xml file.
Depending on your platform, this file is located here:
 

Microsoft Store

C:\Users\YourUsername\AppData\Local\Packages\Microsoft.FlightSimulator_8wekyb3d8bbwe\LocalCache

Steam

C:\Users\YourUsername\AppData\Local\Packages\Microsoft.FlightSimulator_8wekyb3d8bbwe\LocalCache

 

4. Delete the simulator .dat files
Depending on your platform, this file is located here:

 

Microsoft Store

C:\Users\YourUsername\AppData\Local\Packages\Microsoft.FlightSimulator_8wekyb3d8bbwe\LocalCache\SceneryIndexes\*.dat

Steam

C:\Users\YourUsername\AppData\Local\Packages\Microsoft.FlightSimulator_8wekyb3d8bbwe\LocalCache\SceneryIndexes\*.dat

[Nick Cooper]

Hello,

we also have a pinned topic at the top of this forum that reflects that of Microsoft:

 

 

ORBX and other developer's position:

As we do not offer support for the Microsoft Marketplace installation process,

I had clearly wrongly assumed that their installation system would not require such measures.

 

There is a difference between addon products that are placed

in the Community folder, over which they do not have any control and addons which they sell in

their own Official Microsoft Flight Simulator in-game Marketplace which are officially approved

by them, or they would not reach the store. 

 

They have complete control over the installation of products that are sold in the Marketplace and

after a developer has sent the files in to the in-game Marketplace, the developer has no control at

all over their installation process.

 

There is a further difference, which is quite separate, where the responsibility for the product remains with the developer.

This is after the product has been successfully installed but it is found that there is a subsequent error or omission in the finished product.

This was clearly not the case for you.

 

Microsoft Store position

Quote

 

Third-party developers are responsible for their own content, including:

Question about the content/feature
Documentation
Issues with the content (missing feature, bug, feedback, etc...)
Compatibility issues between the content and the base game on PC and Xbox Series X|S*
Wishlist item

 

 

which as you can read, does not include the installation process.

 

They are fond of sending this to their Marketplace customers and I quote it from a message sent

to me by another customer such as yourself, who had bought from the Marketplace.

 

Quote

 

NOTE ABOUT MODS (COMMUNITY) CONFLICTING WITH MARKETPLACE (OFFICIAL) CONTENT
“Mods” are content modifications created by community enthusiasts to help extend your Microsoft Flight Simulator experience.

Important things to know about mods:

Mods are not official Microsoft Flight Simulator products. When using mods, consider these factors:

You mod at your own risk—the stability and security of your Windows 10 device might be affected
Mods are not owned, operated, or tested by the Microsoft Flight Simulator Team. The Microsoft Flight Simulator Team is not responsible for mods or actions taken by mods installed on your device.
Future Microsoft Flight Simulator updates may not be compatible with the installed mods
Achievements and other Microsoft Flight Simulator features may be unavailable.
Your Xbox Live and device data may be accessed by the mod’s creator. Your personal data may also be exposed.
Mod content isn’t rated by the ESRB or other boards and may not be appropriate for every age.

Kind regards,
Microsoft Flight Simulator Support Team

 

 

All of that is correct but none of it is relevant to a customer who is enquiring about a product bought at the

Marketplace but that does not work at all, like yours.

 

I hope that this somewhat detailed explanation will have shown you that there is no "pointing" going on.

In a nutshell, the online retailer is responsible for the correct delivery of the product to the customer.

The developer is responsible for the quality of that product, once it has been correctly installed.

This is the case with every online retailer that sells products by third party developers.

 

 

 

 

 

 

[joheorbx]

Thank you so much for your patience with me!

I was just disappointed buying from the Marketplace and seeing this product crashing immediately on loading, even in safe mode (meaning, that my community content was already "out" of responsibility). You couldn't help me because of Microsoft's installation procedure responsibility (which I understand because of your explanations above) and Microsoft seemed not to be willing for real support or responsibility than a standard answer (which I had the luck to help me finally). If this answer would not had helped me I fear, that I would have been lost with an useless product for real money and allthough no possibility to claim a refund from Microsoft.

I resume for the future, that it is better to buy directly from the developers than from the marketplace.....

 

Kind regards

Johannes