Please be prepared to share a set of data or files depending on the type of issue you are experiencing:
Submit a request
Issue type vs. data/files to share :
Note: to upload files, there is an attachements zone at the bottom of the request form
Issue |
Data / Files |
A. 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. |
B. eMotion Postflight (Flight Data Manager) |
- Drone log used for the Postflight process. - RINEX files used for 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. |
C. eMotion bug or crash |
- Detailed description of the issue (how and when the issue happens). - eMotion log when issue occurs with a drone connected. - log_x.txt when issue occurs without drone connected. - Crashdumps if eMotion crashes abruptly. |
D. Pre-flight issue in eMotion |
- Detailed description of the issue (how and when the issue happens). - Drone log on startup if the issue happens with a drone connected to eMotion. - eMotion log or screenshots. - Mission files if the issue only happens with a specific mission. |
E. Accessory issue (camera, geobase etc...) |
- Detailed description of the issue (how and when the issue happens). - Accessory serial number. - eMotion log or screenshots if the issue is reported by eMotion. |
F.Drone damaged, orBad drone behavior in flight, orDrone lost in flight but recovered later on |
- Detailed description of the issue (how and when the issue happens). - Drone log (.bbz). - Picture of the damages (if any). |
G. Drone lost and not recovered |
- Detailed description of the issue (how and when the issue happens). - eMotion log or screenshots. |
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:
OR 
- Camera
Located on the integration kit (for static cameras) or back of the camera (for removable cameras):
- 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):
- Screenshots
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.
- 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:
To access the internal memory of the drone, please follow the steps provided below:
- Remove the camera and power the eBee on.
- Wait 5-10 seconds to allow the eBee to boot up.
- Attach the mini-USB cable between the computer and the eBee USB port for computer.
This will allow you to gain access to the internal log directory on the autopilot.
For 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 X series:
- Download the following zipped folder (sf-logs-extractor.zip) to your PC:
- Extract the .zip to your desktop.
- 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 drone via USB cable.
- Run the file sf-logs-extractor.exe from the folder of the extracted zip, wait at least 5 minutes (it should show you when the extraction is complete).
- Drone logs should be automatically copied to the folder containing sf-logs-extractor.exe.
- 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 drone via USB cable. Your PC should detect the drone memory as a new drive.
- Please share the one or two most recent log (highest number at the end of the file) from the drone memory.