When contacting senseFly Technical Support, please be prepared to share different data or files depending on the type of issue.
Issue type vs. data/files to share :
Always required:
- Equipment's serial number;
- Detailed description of the issue (how and when the issue happens);
- Description of testing/troubleshooting** already performed.
Issue |
Data / Files |
A. Drone damaged, orBad drone behaviour in flight, orThe drone is lost in flight but recovered later on |
- Drone log (.bbz, .bin)*
- Picture of the damages (if any) |
B. The drone is lost and not recovered |
- eMotion/VISION app log*, or screenshots
- Mission files* (eBee X) |
C. Accessory issue (camera, geobase etc...) |
- eMotion/VISION app log* or screenshots if the issue is reported by eMotion (eBee X) - Drone log (.bbz, .bin)*
|
D. Pre-flight issue in eMotion/VISION app |
- Drone log* on startup if the issue happens with a drone connected to eMotion/VISION app - Drone log* (.bbz, .bin) - Of the flight before having the issue (the log file of the last successful flight) - eMotion/VISION app log* or screenshots - Mission files* if the issue only happens with a specific mission (eBee X) |
E. eMotion/VISION app bug or crash |
eMotion: - eMotion log* when the issue occurs with a drone connected - log_x.txt when the issue occurs without the drone connected - Crashdumps if eMotion crashes abruptly VISION app: - VISION app log |
F. eMotion Postflight (Flight Data Manager) |
- Drone log* used for the Postflight process - RINEX files used in the Postflight process - Raw files used to generate the RINEX - Base station coordinates, if applicable - Antenna references (type and height), if applicable - PRJ files when using a local coordinate system |
G. Photogrammetry |
- Software project file and quality report if available. - Input photos (not full flight, but enough to reconstruct the area of interest). - Control points coordinates and system. More details available in this article. |
* In the case of the Drone logs, the VISION app logs, the eMotion logs or the Mission files have to be shared, please indicate which file/log correspond to the flight the problem was experienced in, and to the last successful flight.
** senseFly provides articles on troubleshooting that can be carried out by the user. If applicable, troubleshoot the accessory before contacting Support and report the results of it on the ticket.
Please note, Technical Support will analyse case by case, and more material might be requested.
How to share your material with the Support:
In order to be sure the Support Team will have access to the material you want to share, please use the following link, by adding your ticket number to the end of the link:
https://sensefly.sendsafely.eu/dropzone/support/{{ticket.id}}
E.g.: For the ticket number 12345 -> https://sensefly.sendsafely.eu/dropzone/support/12345
How to obtain:
- Serial number:
- Drone
Located in the battery bay (eBee X series) or camera bay (other eBees) of the drone, and on the ground modem:
- Camera
Located on the integration kit (for static cameras) or back of the camera (for removable cameras):
PS: The Aeria X and SODA 3D cameras have 2 serial numbers, one for the camera and another for the integration kit. Please provide the one on the Integration Kit.
- Battery
Located on the top side:
- GeoBase
Located under the GeoBase:
- Mission files:
eMotion folder, which is located in Windows Documents (usually C:\Users\[your_username]\Documents\eMotion, but the folder can also be named eM3.5 or eM3.7), stores all mission files inside the "missions" subfolder.
Each mission has its dedicated subfolder named as the mission (example below with a mission named "Example_of_mission"):
To share a specific eMotion mission with support, all the files in the dedicated subfolder are to be shared.
- eMotion log:
eMotion folder, which is located in Windows Documents (usually C:\Users\[your_username]\Documents\eMotion, but the folder can also be named eM3.5 or eM3.7), stores all log files inside the "logs" subfolder.
Each eMotion session has its dedicated subfolder named as the time of use of eMotion:
In the folder will be one or several .bb3 log files corresponding to the flight number of the flight, and ending with _em. That's such eMotion logs .bb3 files that are to be shared with support (not the full folder):
- VISION app log:
- Connect your PC to the tablet
- If the tablet storage does not appear on your PC, make sure that the USB is set to "transfer files" on the tablet (Settings > Connected devices > USB)
- Browse into folder "FZ-S1\Internal shared storage\Android\data\com.ageagle.ebee_vision\files\gcs_logs"
- Retrieve the packets files matching the flight ID and all the .txt files matching the flight date (for this example we are interested into flight ID 00010)
- Screenshots
eMotion screenshot
Windows has a built-in tool to take screenshots of dedicated areas of the screen. There are 2 solutions:
- Using Win+Shift+S shortcut [Windows 10]
This captures a user-selectable area of the screen to the clipboard.
- Using The Snipping Tool [Windows 7 onwards]
This captures a user-selectable area of the screen and allows it to be saved as a graphics file.
VISION screenshot
Press the Power + volume down button on the SROC. Lock the Fn button to access the "Volum down" function when pressing F2.
- Log_x.txt
Log_x.txt files are stored in C:\Users\[your_username]\AppData\Local\eMotion:
All of them are to be shared with support when necessary.
- Crashdumps
Crashdump files are stored in C:\Users\[your_username]\AppData\Local\eMotion\crash-dumps:
All of them are to be shared with support when necessary.
- Drone log:
eBee VISION
- Either take the drone SD card, or power the drone and connect it to your PC over USB
- If you encrypted your SD card, first connect your drone with the VISION app to allow for decryption:
- If you are unsure which log number corresponds to the flight you would like to refer to, have a look at the logbook and identify the flight ID corresponding to your flight date (in this example, we are interested in flight 00010-01):
- On the drone storage, go into the FDR folder and look for the corresponding flight ID
- Copy all `.bin` files sharing the same id prefix (in this example, all the files ending with 00010-*.bin
eBee X
To access the internal memory of the drone, please follow the steps provided below:
- Remove the camera and power the eBee on.
- Wait 20s seconds to allow the eBee to boot up.
- Attach the mini-USB cable between the computer and the eBee USB port for the computer.
This will allow you to gain access to the internal log directory on autopilot.
For the eBee X series, files in the SFBBZ subfolder are of interest.
For other eBees, files will be located at the root.
Note: Information about the eBee X series internal log directory
It is possible that there are a small number of sub-folders in the SFBBZ directory. This is normal, as the drone has simply not had sufficient time to complete the zipping of the various subcomponent logs into a coherent BBZ file.
- Drone log on startup:
To access the log file generated by a drone on startup, please follow the steps provided below:
- eBee VISION:
Take the latest log available on the drone (refer to how to access eBee VISION drone log).
- eBee X series:
https://sensefly.zendesk.com/hc/en-us/articles/360025483313-Extract-all-logs-from-an-eBee-X
- Please share the one or two most recent log (highest number at the end of the file) from the SFBBZ folder. It can be a .bbz file, or a folder with lots of .bb3 files with the same flight number. Example:
- Other eBees:
- Unplug and remove the camera from the eBee X.
- Power up the drone and wait for at least 30 seconds (or failure to appear if any).
- Connect PC to the drone via USB cable. Your PC should detect the drone memory as a new drive.
- Please share the one or two most recent logs (highest number at the end of the file) from the drone memory.