Elios 3 Retrieve data for support
When encountering unexpected behaviour, sharing the right data is important for fast and efficient solutions. This article can help identify what info is needed and how to share it.
Table of Contents
Any data shared to the support are stored on strictly confidential folders and only used for support investigation purpose.
What data is needed for my issue?
It is important to share the right kind of information for the issue being reported. Depending where and when the error occurs there are different logs and files to share.
When the Elios 3 has been armed and/or reviewing flights in Inspector
Inspector flight folder.
avdebug.LOG file.
Cockpit recording.
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.
When there is issue with Cockpit app
Cockpit recording with STN files.
Cockpit logs.
Collecting Elios 3 flights/logs
It is most efficient to share flights with the avdebug.LOG file and/or import with each flight to have available as needed. If the log was not imported with the flight initially it can be retrieved from the AV drive on the Elios 3.
Import flights with debug logs from the Elios 3
It is necessary to make a selection to include the avdebug.LOG file in the flight folder when importing flights. If the selection is not made the avdebug.LOG will remain on the Elios 3. When importing flights to share with Support, making this selection makes it easier to share this important information.
Connect the Elios 3 to Inspector, then go to the Import tab.
Identify and select the flight/s concerned by the issue.
Select the checkbox to Import debug files.
Click Import.
In this way, the avdebug.LOG file will be included and accessible in the flight folder after being imported.
Export flights with debug log files
After the flights have been imported into Inspector 5. Export individual flights 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.
Open inspector, then go to the Export tab.
Create and select a destination folder.
Identify and select the flight/s concerned by the issue.
Select the checkbox to export debug files.
Click Export.
Zip the folder with 0 compression before uploading.
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.
How to identify the avdebug.LOG that correlates with the flight:
Navigate to the relevant flight in Inspector 5:
Click on the relevant flight. Click anywhere, but do not click Open.
Notate the Identifier numerals following the serial number.
Retrieve the file:
Connect the Elios 3 to the computer and power it on.
Identify and share the avdebug.LOG that concerns the flight/s at issue.
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 screen.
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.
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:
Elios 3 How to connect the tablet on a computerCockpit video recording with STN files
Connect the tablet to a computer
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
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 from the Flyability website or by sending an email to [email protected]. 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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