Post-Incident
Reporting Guide
Follow our guide to report an incident and obtain prompt technical support.
Help Us Help YOU Diagnose the Incident
To ensure a timely and accurate assessment of any incident, the incident report needs to be submitted as soon as possible, or within 24 hours of the incident occurring. Providing comprehensive documentation allows our engineers to remotely diagnose the root cause—whether it stems from a system malfunction, hardware failure, or human error.
Without the necessary data outlined below, we will be unable to determine the cause of the incident, and as a result, warranty coverage cannot be provided.
* Important: Preserve Your Logs
- Upload flight logs and app logs immediately toprevent them from being overwritten or lost.
- Failure to upload these logs may prevent accurate diagnosis and could affect warranty claims.
Step 1: Capture High-Resolution Images & Videos
On-Site Documentation
Required Media:
- Screenshots / Videos of Error Warnings displayed on the XAG One APP or Remote Controller.
- 360° Photos of the Drone at the Incident Site, including:
- Exact location of the drone.
- Terrain conditions (e.g., hills, obstacles, water sources).
- Any objects the drone collided with.
- 360° Video of the Surrounding Landscape, showing obstacles and terrain.
- 360° Photos of the Drone Post-Incident at Your Warehouse/Premises, clearly displaying damage to the drone and its components.
Step 2: Upload Logs & Records
Firmware Check and Update
- Ensure all drones are up to date before
Flight Log Upload
- Connect the Remote Controller to the internet (ensure it has an active SIM or is connected to a hotspot).
- Open XAG One APP (7.3.1 and above) → Me → Settings → Data Sync → Enable all three options.
- Power on both the aircraft and the Remote Controller to ensure they are connected.
- Ensure your Android device is connected to LNT/ARC3 Pro’s Wi-Fi (only for pre-2023 models; skip if using SRC4 & SRC5).
- Navigate to XAG One APP → Me → Device Page → Device Details Page (P150 Max, P150, P100 Pro, etc.) → Upload Flight Log.
- Select and upload all flight logs from the date of the incident.
App Log Upload
- While your phone, SRC4 or SRC5 is connected to the internet, open XAG One APP → Me → Settings → Upload App Logs.
- Select and Upload the log file from the date of the incident.
Synchronizing Operation Records (only for P150 Max and P150)
- Ensure the SRC4 or SRC5 remote controller is connected to both the aircraft and the internet.
- Open the XAG One App → tap Records (beside the notification/bell icon).
- Locate the relevant operation by selecting the date, then open the operation list next to Statistics.
- Identify the field where the incident occurred.
- Replay the entire operation twice by dragging the timeline from the beginning to the end.
Maintenance Log Upload
Upload the aircraft’s maintenance log.
Final Steps
- Ensure all required media and logs are uploaded.
- Submit the incident report along with your logs.
- Our support team will analyse the data and provide further instructions.
For any assistance, please contact our support team via support@xag-au.com.
