How to fill the support request form in

When contacting the Technical Support Team, some typical details and files are often needed in order to diagnose the problem. Below is a list of things to provide when submitting a support request or things to check prior to investigation. It is not mandatory but strongly recommended to be efficient.

 

DESKTOP
MOBILE
CLOUD
Description
  • Any useful information that could help.

    Agricultural / thermal
  • Camera used to acquire the images.
  • Operating system.
  • App version (latest recommended).
  • Drone and eventually camera (if not default).
  • Drone firmware (latest recommended).
  • Device's brand and model.
  • Name of the uploaded project.
  • Link of the processed project.

    Agricultural / thermal
  • Camera used to acquire the images.
Attachment
  • Screenshot(s) of the issue, e.g. rayCloud view, Mosaic Editor.
  • Copy of the quality report.
  • Copy of the log file.
  • Copy of the .p4d file.
    For more information: see below.

    Agricultural / thermal
  • Subset of the images, e.g. 10.
  • Screenshot(s) of the issue, e.g. Map view, Project view.
  • Screenshot(s) of the issue, e.g. Map or 3D view, upload view.
Hints

 

 

DESKTOP - Where to find the project files

Below are the project files and their respective location:

    • The quality report: ...\project_name\1_initial\report\project_name_report.pdf.
    • The log file: ...\project_name\project_name.log.
    • The .p4d file: ...\project_name.p4d.

For more information about the project folder structure: 202558649.

 

 

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