What is a route?
A route is a recording of one drive. Your comma device starts a route when you turn the car on and ends it when you turn the car off.
Record the issue
- Install the latest stock openpilot release. Support cannot troubleshoot routes recorded while using a fork or other third-party software.
- Drive until the issue happens. Only reproduce an issue when it is safe to do so, and do not interact with the device while driving.
- Note the approximate time the issue happened. If your device shows the bookmark control, use it when the issue occurs so the moment is easier to find later.
- Park safely and turn the car off to finish the route.
Upload the route
Connect the comma device to Wi-Fi after the drive and leave it powered on so the route can upload. Upload time depends on the connection and the length of the drive.
Share the route
- Sign in to comma connect with the account paired to your device.
- Open the drive from the correct date and time.
- Copy the route link from your browser.
- Include the link, the approximate time of the issue, and a short description of what happened in your support ticket.
Why is a stock route needed for a hardware support ticket?
It is our policy for a comma engineer to root cause every hardware issue, for both our understanding of any hardware failures and to provide you with the best experience. A route on the latest stock openpilot is necessary before a ticket is sent to an engineer for review. Any ticket with a route from third-party software will be closed with a request for a new ticket with a stock route.
We cannot review logs from third-party software for several reasons, including:
- your issue may be directly caused by the third-party software
- the third-party software may not be up to date with the latest openpilot
- the third-party software may lack the logging an engineer needs to review the issue