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eBee VISION - What to share with technical support

  • Updated

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, or

Bad drone behavior in flight, or

The drone is lost in flight but recovered later on

- Drone log* (.bin)

  • Of the flight where it presented the issue
  • Of the flight before having the issue (the log file of the last successful flight)

- Picture of the damages (if any)

B. The drone is lost and not recovered

-VISION app log* 

  • Of the flight where it presented the issue
  • Of the flight before having the issue (the log file of the last successful flight)

 

C. Accessory issue (camera, Gimbal etc...)

- VISION app log*  

- Drone log* (.bin)

  • Of the flight where it presented the issue
  • Of the flight before having the issue (log file of the last successful flight)

D. Pre-flight issue in VISION app

- Drone log* if the issue happens with a drone connected VISION app

- Drone log* (.bin) - Of the flight before having the issue (the log file of the last successful flight)

-VISION app log* or Screenshots*

 

E. VISION app bug or crash

 - VISION app log* 

 

 

In the case of the Drone logs or the VISION app logs 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 analyze case by case, and more material might be requested.

 

How to share your flight data with 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}}

Data can also be uploaded when starting a support ticket in your portal or the support team can share the link to upload the data once the support ticket is started. 

 

 

How to obtain:

 

- Serial number:

-  Drone

    Located on the bottom of the battery bay of the drone, and on the back side of the SRM (communication modem):

 

 

 

-  Battery

    Located on the top side:

 

 

 

- 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)

 

- 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

 

 

- VISION Screenshots*

Press the Power + volume down button on the SROC. Lock the Fn button to access the "Volum down" function when pressing F2.