If you have an issue with your drone, please send en email to firstname.lastname@example.org with the information in this article. Including this information ensures that the technical team has the data it needs to debug your problem in the fastest possible way.
Subject: Troubleshooting: (your issue)
Text body: (copy under, paste in the text field in the email and write your issue)
Drone information: (Find drone information)
- Drone serial number: (Find in App - Settings / Battery tube)
- Drone software version: (Find in App start screen)
- App version: (Find in App start screen)
- Device type and version/year:
- Tether length:
Dive logs synced: (Yes/No) (Send dive logs to Blueye)
Diagnostics picture: (Attach picture of diagnostics screen)
Relevant information: (describe your issue)
- What is the problem?
- When did the problem first occur?
- What was the date and time of the last occurrence(s)?
- Is the problem reproducible?
- Is your device on the list of recommended devices?
- Did you try with a different device?
- Do you have problems with the video feed?
- When was the last time you used the drone?