How to submit a Help Ticket.
If you are having an issue with the game, please read the following information and then click the "Submit a Help Ticket" link below to submit a Help Ticket. Please note that responses to Help Tickets may take 24-72 hours during normal operating business hours and days. Note that during/ after game updates or even Holidays, may extend this time. We appreciate your patience and are eager to help you with your issue. Please be sure to review the rest of the FAQ's and Controller FAQ's in the meantime.
*** Please be sure to confirm that your computer meets the minimum requirements before submitting the help ticket. Minimum Requirements, Click here.
Also if your issue is controller related, please be sure to check the Controller FAQ's as well as the Controller List and Setup section of the support page prior to submitting a help ticket.
Please include your PC/Mac System specs in the Help Ticket with a detailed description of the issue at hand, how/when it happens, all pertinent information about issue, the Controller you are using, as well as the Player log file. See link below for instructions on how to obtain this important file. Thank you!
Locating your DRL Sim Player log:
To better help the team troubleshoot any issues you may run into while in the sim, you may be asked to locate your Player log. Below you will find instructions on locating these logs.
First, enable the Hidden items checkbox under view in your File Explorer window, then locate the folder:
C:\Users\*you*\AppData\LocalLow\Drone Racing League\DRL Simulator
The file will be called Player.log
Power User Tip: You can type %appdata% into Run in windows and be taken close to the destination folder
Open the Console app by pressing command+spacebar, then type Console and hit Enter.
In the Console app go to ~/Library/Logs and scroll down to find Unity.
You will find the Player.log within Unity.
** If you've recently installed the DRL sim, your file path may look slightly different.
~/Library/Logs/Drone Racing League/DRL Simulator/Player.log
These Log file can then be copied and pasted to your Help Ticket request. Please only send the log file, and not the pasted contents of the file.
I just downloaded the DLR Simulator but I cant get my Taranis x9d plus to be detected by my computer. I already watched a few Youtube videos but I cant find the mistake. I already updated my Taranis to the latest firmware. Can you help me?
If you can please submit a help ticket with the above link stated in the article, we would LOVE to help you out!
However it sounds like you just need to do the WIndows Driver fix, that is mentioned in the Controller FAQs under the article titled Taranis/Jumper controller stopped working...
Im happy to help ya through the process, but would need you to submit that help ticket so we can go back and forth if need be.
Here is the link to the support article written about fixing the windows driver issue related to the controller issue. https://drlracingsimulator.zendesk.com/hc/en-us/articles/360033368392-Taranis-Jumper-Controller-Stopped-working-out-of-nowhere-OpenTX-Windows-issue
Let me know if you need anything else!
Please sign in to leave a comment.