X-Star Support
X-Star Support
FAQ
We’ve put everything you need to get started with your EVO right here. If you still have questions browse the topics on the left.
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Registration Purchasing
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Aircraft
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Batteries
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Camera
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Remote Controller
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App advanced flight modes
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Firmware Updates
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Support Contacts
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Others
- Registration Purchasing
- Aircraft
- Batteries
- Camera
- Remote Controller
- App advanced flight modes
- Firmware Updates
- Support Contacts
- Others
Q: Do I need to register my drone with Autel?
You do not need to register your drone with us, though we highly advise that you create an account through the Explorer App in order to back up your flight logs to the cloud. Registering your aircraft can also help in the unfortunate circumstance of a lost or stolen drone.
Q: Why can’t I get my drone 4 miles away without losing connection?
With a maximum range of 4.3 miles (7KM) for the EVO and 5.5 miles (9KM) for the EVO II, both of these drones feature an incredible transmission range to support a wide variety of flight requirements These are the maximum unobstructed transmission ranges under ideal conditions. Antenna orientation, atmospheric and weather conditions, as well as the Radio Frequency (RF) environment will play a large role in what range your drone can reach. Always know and follow the laws and regulations regarding flight at your location and exercise caution and safety when flying your drone .
Q: How do I get my drone fixed?
We’re sorry to hear that you had a crash! In order to start the repair process please send an email to support@autelrobotics.com with the following information:
-Your Full Shipping Address (First and Last name, street, city, state, zip code)
-Contact Phone Number
-Digital Copy of Proof of Purchase (If purchased new within the last 12 months)
-Retail Serial Number or -Aircraft Serial Number (These can be found on a white sticker that was included on your packaging and both start with “E.” Also the Aircraft serial number can also be found under the battery of the EVO and inside the battery compartment of the EVO II on the little QR code sticker.
If you are attaching a photo please choose the highest-resolution available so the image is clearly visible.
To assist us in diagnosing and repairing your drone please answer the following questions:
If any questions do not apply to you, please answer “N/A”
-Provide a brief summary of the issue
-Details of any damage that occurred? (Attach any photos if available)
-What was the date of this crash (if applicable)? (MM/DD)
-Did you have Obstacle Avoidance on during this flight?
-Were you flying with a Device? If so, can you please provide Make, Model and OS information?
-Were the propellers attached when you retrieved the aircraft?
Once our team receives your information they will be in touch to assist in getting you back in the air as quickly as possible.
Q: Why do my batteries drain when I’m not using them?
Autel Robotics’ custom-designed rechargeable Li-Po smart batteries feature high energy density and capacity, so in order to provide safe storage your batteries feature Storage Self-Discharge Protection. If the battery is stored in a high-temperature environment or is idle for 6 days with a high charge level, self-discharge protection will be activated. The battery will discharge automatically to a safe level. This is the default setting, and the discharge process takes 2-3 days. While there’s no indication that the battery is performing a self-discharge cycle, you may notice a slight warming of the battery, which is normal. The discharge threshold can be customized using the Autel Explorer App.
Q: How should I store and maintain my batteries?
In storage as in flight, it’s important not to allow your batteries to come in close contact with moisture or heat sources. Store your batteries in a dry and ventilated area at room temperature (ideally 22C to 28C) and ensure that you put them through a charge cycle (charge to 100% then discharge to 7% or lower) at least once every three months (90 days).
LiPo batteries provide a higher discharge rate capacity at a lower weight than other battery types, allowing our drones to fly faster and with longer flight durations. The trade-off is that LiPo batteries require special charging and storage routines and have a shorter lifespan than other battery types.
Q: What are the battery specs for EVO?
Your EVO battery specifications are:
Capacity – 4300mAh
Voltage – 11.4V
Max Charging Voltage – 13.05V
Battery Type – LiPo 3S
Energy – 49Wh
Net Weight – 345g
Charging Temperature Range – 5°C to 40°C
Max Charging Power – 49Wh
Q: It looks like the gimbal is tilted in my images/video, how do I fix this?
A tilted image in drone photography is generally referred to as Horizon Tilt. The first step to removing horizon tilt is powering up your drone on the most level surface possible. Also please keep in mind that the gimbal is designed to be level in flight, so if you are seeing an issue prior to takeoff go ahead and put your drone into a safe hover. The majority of the time you gimbal will level out.
If you are still experiencing minor horizon tilt this can be corrected through the settings menu in the Explorer App. From the Camera view tap the gear icon in the upper right corner and select Gimbal. Select the Adjust Gimbal “Start” button on the right.
For a more significant or repeat horizon tilt issue please select one option further down on the gimbal settings menu, Gimbal Auto Calibrate, and then follow the on-screen instructions to calibrate your gimbal. For more information on this process check out our support videos for
EVO: https://youtu.be/2fESpxNF0-U
and as always, contact our support team at support@autelrobotics.com if you have any questions.
Q: Where is the micro SD card in my EVO?
The mico SD card is located behind a flap on the right side of the EVO and on the left side of the EVO II (on the right side of the EVO II there is a USB-C port).
To access the micro SD card hold your drone facing away from you and fold out the arms on the appropriate side of the drone. Then use your finger or a coin to open the flap beneath the vent. Lightly press against the micro SD card to eject it (you’ll hear a small click) and then remove it from the slot.
To replace your micro SD card insert it back in the slot and press gently until it clicks into place, then close the flap.
Q: What MicroSD Cards can I use with my EVO / EVO II?
The EVO uses MicroSD Cards. The EVO supports MicroSD Cards with capacity up to 128 GB. We recommend the following minimum card speeds:
1080p HD or lower video: UHS-I U1 or V10 card
4k video: UHS-I U3 or V30
Q: How do I pair my Remote Controller? My drone and RC won’t connect?
If you need to pair your RC and follow the simple steps in these support videos to get reconnected.
EVO: https://youtu.be/WCTKsgV1k5Y
If you are unable to pair your drone following these steps please see our instructions on completing a manual firmware update
EVO: https://youtu.be/dY6Fuh_gYkQ
and if you continue to experience issues please contact our support team at support@autelrobotics.com
Q: How do I connect my iPhone to the RC?
Our drones do not come with lightning cables included and so we recommend using the cable that came with your phone, or any other micro USB or USB-A cable that is compatible with your device (ex. A lightning to USB-A charging cable).
Q: What are the Remote Controller specs for my EVO?
The specifications of the Remote Controller are:
Operating Frequency – 2.4~2.4835Ghz
Max Transmission Distance (unobstructed, free of interference) – FCC: 9km CE: 5km
Operating Temperature Range -10°C – 40°C
Transmission Power(EIRP)- FCC:< 26dBm ISED:< 26dBm CE:< 20dBm RCM:< 20dBm SRRC:< 26dBm
Battery – 5000mAh
Weight – 370g
Operating Current/Voltage – 1.7A@3.7V
Charging Temperature Range – 0 – 40°C
Supported Mobile Device Size – Max length: 84mm; max thickness: 13mm
USB Port Types – Micro USB (Type-B), USB-C
Operating hours – 3H
OLED NITS – 330
Find these specs and more in the Owner’s Manual, downloadable here!
Q: I can’t find the Go Fly button in the Explorer App
When we added the Mission Planning features to the Explorer App the homescreen was updated and now features two buttons, Camera (replacing Go Fly) and Mission Planning.
Q: How do I view my flight logs in the Explorer App and put them on the cloud?
In order to view your flight logs in the Explorer App open the app on the device you fly with and tap your profile icon in the upper right corner of the screen, then select flight records. From here you can view and upload your flight logs to the cloud. For more information check out our support video: https://youtu.be/JrJOYbgt5T8
Q: How do I know if I’m on the latest firmware?
To determine your firmware version power on your drone with a device connected and running the Explorer App.
In the Explorer App select Camera and then the gear in the upper right corner to open the settings menu. Select General in the lower left corner and from that submenu select Firmware Version.
This will display a table of the firmware versions of each component of your aircraft. Compare this the current version table on our website found here:
EVO: https://www.autelrobotics.com/pages/evo-downloads#release
Q: Where can I buy your drone, or look at one in-store?
We partner with many different retailers and distributors, to find a retailer near you please visit our list of our Authorized Dealers here: https://auteldrones.com/pages/dealer-websites
Please contact our team directly!
Q: How do I get my drone fixed?
We’re sorry to hear that you had a crash! In order to start the repair process please send an email to support@autelrobotics.com with the following information:
-Your Full Shipping Address (First and Last name, street, city, state, zip code)
-Contact Phone Number
-Digital Copy of Proof of Purchase (If purchased new within the last 12 months)
-Retail Serial Number or -Aircraft Serial Number (These can be found on a white sticker that was included on your packaging and both start with “E.” Also the Aircraft serial number can also be found under the battery of the EVO and inside the battery compartment of the EVO II on the little QR code sticker.
If you are attaching a photo please choose the highest-resolution available so the image is clearly visible.
To assist us in diagnosing and repairing your drone please answer the following questions:
If any questions do not apply to you, please answer “N/A”
-Provide a brief summary of the issue
-Details of any damage that occurred? (Attach any photos if available)
-What was the date of this crash (if applicable)? (MM/DD)
-Did you have Obstacle Avoidance on during this flight?
-Were you flying with a Device? If so, can you please provide Make, Model and OS information?
-Were the propellers attached when you retrieved the aircraft?
Once our team receives your information they will be in touch to assist in getting you back in the air as quickly as possible.
Q: Do you have a warranty?
Autel Robotics (the Company) warrants to the original retail purchaser of this product, that should this product or any part thereof during normal consumer usage and conditions, be proven defective in material or workmanship that results in product failure within one year of purchase of new product, or 180 days on refurbished product, such defect(s) will be repaired, or replaced (with new or refurbished parts or products) at the Company’s option, with Proof of Purchase, without charge for parts or labor directly related to the defect(s). Some states do not allow limitations on how long an implied warranty lasts, so the above limitations may not apply to you.
Obstacle Avoidance, Computer Vision and all other autopilot functions are not intended to completely replace the pilot and may not react in all situations or conditions. Accidental damages will only be covered under this warranty if there is an obvious failure of hardware or components.
The Company shall not be liable for any incidental or consequential damages arising from the use, misuse, or mounting of the device. The extent of Autel’s liability under this warranty is limited to the repair and replacement provided above and, in no event, shall its liability exceed the purchase price paid by purchaser for the product.
This warranty does not apply to:
Aircraft(s) not utilizing most current, or up to date, and publicly available firmware. Battery that cycle charged more than 200 times. Products subjected to abnormal use or environmental conditions, accident, mishandling, neglect, unauthorized alteration, misuse, improper installation or repair, or improper storage. Products with signs of tampering or altering of the serial number label, waterproof mark, etc. Products that have had flight log details altered or deleted. Damage resulting from connection to, or use of any accessory or other product not approved or authorized by the Company. Defects in appearance, cosmetic, decorative or structural items such as framing and non-operative parts. Products damaged from external causes including but not limited to fire, water, dirt, sand, battery leakage, blown fuse, theft or improper usage of any electrical source.
If you have any questions regarding warranty, please feel free to contact us via the following ways:
Call 1-844-My-Autel (844)-692-8835
Visit our website https://www.autelrobotics.com
Send us an email at support@autelrobotics.com