Information required while submitting a technical support issue.

Note: If you face issues with the Blueye drone, we kindly request you follow the steps mentioned below. Please be advised that if you fail to perform the steps mentioned and return the drone without any data, you will be charged 199 USD (1690 NOK) per hour for the debugging from our side.

In order for us to help you with your support case, you can help us by providing valuable debug data when submitting your support case. Please read this page if you haven't done yet: Contact Support Team

Our engineers are eager to support you with your problem. However, to offer you the best support and save your precious time, it's important to understand as well as possible what is wrong with your drone. Each use case is different, and we don't know the environment you are diving in and which device you use to control the drone.

If you are unable to connect to the drone, please provide us with the drone serial number and the model of your phone/tablet running the Blueye app.

Attach a screenshot of "Diagnostics" (mandatory)

It is mandatory to attach a screenshot of the diagnostics screen while reporting an issue to us.

Connect the app to the drone, press "Start diving", press the menu icon in the top-right corner, select "Diagnostics" and take a screenshot and attach the screenshot to the email. 

Here is the video which shows how to take a screenshot of the diagnostics screen. 

Run self-test (optional)

After capturing a screenshot of the diagnostics screen, make sure the drone is standing still and press the "Run self-test" button. Let it load and scroll down to check everything is OK. If something is red and failing, take a screenshot or write down the failing step in the email.

Synchronize dive-logs

Dive logs give us valuable information about the health of the drone, such as tether speed and diagnostics data. Please follow this guide to upload dive logs. Feel free to do this before you open the ticket to ensure we have the data when we receive your request. This step can reduce the time for solving the problem. Thus, the issue will be solved faster. 

Steps

1. Go to the main screen of the app, press "Sync log files".
2. Wait for the app to download and import the dive logs to your phone/tablet.
3. Once the same button says "Sync complete" exit the app, disconnect from the drone WiFi, connect to a WiFi with internet access and start the app again.
4. Press the "Sync log files" again and wait for it to both sync and upload the dive logs.
   Once done, the button will say "Sync Complete".