# Elios 3 Retrieve data for support
## Table of Contents
* [What data is helpful for my issue?](#what-data-is-needed-for-my-issue)
* [When the Elios 3 has been armed and/or reviewing flights in Inspector.](#when-the-elios-3-has-been-armed-and-or-reviewing-flights-in-inspector)
* [When the Elios 3 was not armed/no flight.](#when-the-drone-is-disarmed-no-flight)
* [When there is issue with the Cockpit app.](#when-there-is-issue-with-cockpit-app)
* [How to identify the correct file name](#how-to-identify-the-correct-file-name)
* [Collecting Elios 3 flights/logs.](#collecting-elios-3-flights-logs)
* [Import flights with debug logs from the Elios 3.](#import-flights-with-debug-logs-from-the-elios-3)
* [Export flights with debug log files.](#export-flights-with-debug-log-files)
* [How to retrieve an avdebug.LOG if not selected during import.](#how-to-retrieve-an-avdebug.log-if-not-selected-during-import)
* [Retrieve Idle files.](#retrieve-idle-files)
* [Collecting tablet/Cockpit data.](#collecting-tablet-cockpit-data)
* [Cockpit video recording with STN files.](#cockpit-video-recording-with-stn-files)
* [Cockpit logs.](#cockpit-logs)
* [When using Inspector 4.](#when-using-inspector-4)
* [Import project folder with debug file Inspector 4.](#import-project-folder-with-debug-file-inspector-4)
* [Import Idle files Inspector 4.](#import-idle-files-inspector-4)
* [How to zip files.](#how-to-zip-files)
* [Sending data to support.](#sending-data-to-support)
{% hint style="success" %}
Any data shared to the support are stored on strictly confidential folders and only used for support investigation purpose.
{% endhint %}
## What data is needed for my issue?
For fast resolutions, it is important to share the right information. A good description of what occurred and the steps taken to try to rectify is a good place to start. Depending where and when the error occurs there are different logs and files to share.
#### **When the Elios 3 had been armed and/or when reviewing flights in Inspector**
* [Inspector flight folder](/software/inspector/inspector-5/common-workflows/inspector-5-how-to-share-flight-data.md#share-flight-data-to-open-in-inspector-5).
* [avdebug.LOG file](#how-to-retrieve-an-avdebug.log-if-not-selected-during-import).
* [Cockpit recording](#cockpit-video-recording-with-stn-files).
#### **When the drone is disarmed/no flight**
The Elios 3 starts logging data as soon as it is powered on. If an issue occurs before arming, or if the drone is unable to arm, log data will be stored in the idle files.
* [Idle files](#retrieve-idle-files).
#### **When there is issue with the Cockpit app**
* [Cockpit recording with STN files](#cockpit-video-recording-with-stn-files).
* [Cockpit logs](#cockpit-logs).
#### How to identify the correct file name
Each flight has a unique session and flight number to identify it. A file name contains the: drone S/N\_session #\_flight #\_status\_file type. e.g. E3RDAB1234567\_01106\_563\_1flight\_syslog.txt
It is possible to identify the session and flight numbers in a few ways:
**Cockpit recording / Cockpit**
When looking at the cockpit recording and/or cockpit. Notate the S and F numbers in the green status tab. These are the session and flight number for that flight.
**Inspector**
(1) - Click on the flight tab to open the info window.
(2) - Note the session and flight number for that flight.
{% hint style="info" %}
When retrieving the avdebug.LOG file, only the session number is needed.
{% endhint %}
***
## Collecting Elios 3 flights/logs
It is most efficient to share flights with the avdebug.LOG file included. If the log was not imported with the flight initially it can be [retrieved from the AV drive on the Elios 3](#how-to-retrieve-an-avdebug.log-if-not-selected-during-import).
### How to Import flights with avdebug.Logs from the Elios 3
Select the Import debug checkbox to include the avdebug.LOG file in the flight folder when importing flights. If this selection is not made the avdebug.LOG will remain on the Elios 3.
* Connect the Elios 3 to Inspector, then go to the **(1)** Import tab.
* Identify and click the corresponding **(2)** check box to select the flight/s concerned by the issue.
* Select the **(3)** checkbox to Import debug files, to include relevant Idle files.
* Click the **(4)** Import button.
* [Zip the folder with 0 compression](#how-to-zip-files) before uploading folder to share with Support.
### How to Export flights from Inspector with debug log files
Export flights and/or Inspections with issues to include debug logs. If the Import debug checkbox had not been selected at import, there will be no debug logs exported in this process. If this is the case go to [How to retrieve an avdebug.LOG if not selected during import](#how-to-retrieve-an-avdebug.log-if-not-selected-during-import).
* Open Inspector Desktop, then go to the **(1)** Export tab.
* Click the **(2)** Browse button to create and/or select a destination folder.
* Identify and click the cooresponding **(3)** check box to select the flight/s concerned by the issue.
* Select the **(4)** checkbox to export debug files to include relevant Idle files.
* Click the **(5)** Export button.
* [Zip the folder with 0 compression](#how-to-zip-files) before uploading folder to share with Support.
### How to retrieve an avdebug.LOG if not selected during import
If the debug log checkbox was not selected during import, it is possible to retrieve this file with Windows File Explorer. The flight avdebug.LOG files are obtainable and stored on the AV SD card on the Elios 3. [Identify the session number](#how-to-identify-the-correct-file-name) beforehand to know which files to copy.
#### How to Retrieve the avdebug.Log file:
AV drive containing debug files on the Elios 3
* Connect the Elios 3 to the computer and power it on.
* Select the AV drive.
* Identify and share the avdebug.LOG file or folder that concerns the flight/s at issue.
{% hint style="info" %}
The AV SD card stores the last 40 files. An avdebug.LOG file will be created each time the Elios 3 is powered on.
{% endhint %}
### Retrieve Idle files
Idle files are created and begin logging once the Elios 3 has been powered on. The Idle files are stored on the Elios 3 and can be found via the Debug files on the Import and Export screens. Selecting the Import Debug checkbox when importing flights will include all idle files. Selecting the Export debug checkbox when exporting a flight and/or Inspection will include all of the idle files from import. Note: The files need to be imported to be available for export. If not imported they can be retrieved from the Elios 3:
Importing Idle files from the Elios 3
* Connect the Elios 3 to Inspector, then go to the Import tab.
* Click to expand the Debug files. Identify and select the flight/s concerned by the issue.
* Hover over files for more information to assist in locating the correct files.
* Select the checkbox/es for the needed files.
* Click Import. Files are saved in a flight folder in the Workspace.
* Navigate to the Workspace flight folder and sort by Date modified. The files can be verified by opening and seeing idle in the file naming.
Example of Idle files imported from the Elios 3
***
## Collecting tablet/Cockpit data
When retrieving data from the tablet it is necessary to have the Transferring files option selected in the Developer options settings.
Connect the tablet to the computer and access the tablets internal storage using Windows explorer.\
*Read more about the connection of the tablet to a computer here:*
{% content-ref url="/pages/eDRpXb3n28lcYh0Uryhj" %}
[Elios 3 How to connect the tablet on a computer](/aircraft/elios-3/elios-3-feature-details/elios-3-how-to-connect-the-tablet-on-a-computer.md)
{% endcontent-ref %}
### Cockpit video recording with STN files
[Connect the tablet to a computer](/aircraft/elios-3/elios-3-feature-details/elios-3-how-to-connect-the-tablet-on-a-computer.md)
All the video recordings with their corresponding STN file are stored in this location. If the selection was not made to record the flight in cockpit there will only be the .STN file and no corresponding .MP4:
In some case, the support team might ask a copy of the **hidden STN files**, they are stored in the following location:
### Cockpit logs
[Connect the tablet to a computer](/aircraft/elios-3/elios-3-feature-details/elios-3-how-to-connect-the-tablet-on-a-computer.md)
All the Cockpit logs are stored in this location: Files > Internal Storage > Flyability > Cockpit > Logs.
***
## When using Inspector 4
When using Inspector 4 the process and files can be slightly different.
### Import project folder with debug file Inspector 4
Connect the aircraft to Inspector, then go to the Import tab.
Identify and select the flight concerned by the issue
Select the option Import debug files
Choose the location of the project folder then click Import
### Import Idle files Inspector 4
Idle file can be shown in the Import tab when the option is selected, they can be downloaded directly from this tab by clicking on the download logo on the right side.
If the issue occurred after the flight, the corresponding idle file will be the one above the flight (e.g. for the flight 393-1 the idle file will be 394-1)
In case the issue occurred before the flight, the corresponding idle file will be the one below (e.g. for the flight 393-1 the idle file will be 393-undefined)
***
## How to zip files
* Right-click the folder to zip.
* Select Compress to..., and select ZIP File.
***
### Sending data to support
It is possible to [create a ticket](https://www.flyability.com/support-request) from the Flyability website or by sending an email to . When a ticket is created, you will received an automatic reply which will include a Send Safely link for uploading related data.
Data can be also shared via the platform of your choice. When doing so, ensure the link allows access to the support team.
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