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Troubleshooting

Please find all relevant troubleshooting pieces of advice below. If you come across another interesting topic, please let us know at support@dronetag.com.

How to report a problem to our Support Team​

1. Compose an Email​

To report a problem, please send an email to our support team at help@dronetag.cz. Make sure to use the subject line: "Problem Report - [Insert Your Product Name]." This will help us identify your request promptly.

2. Provide a Detailed Description​

In the body of the email, include a clear and comprehensive description of the problem you are facing. The more details you provide, the better we can understand the issue and offer you a tailored solution. Include information such as:

Email Address: Share the email address linked to your account. This will enable us to locate your account in our system and assist you more effectively.

Product Name: Specify the name of the product you are facing a problem with.

Serial Number: The serial number helps us to verify the device's authenticity and ensure that we are addressing the correct hardware-related problems. Where can I find the Remote ID SN?

Operating System: Let us know the operating system (e.g., Windows & its version, macOS, iOS 15...) you are using to help us identify any potential compatibility issues.

Problem definition: Explain the issue you're encountering, provide context about the situation in which the problem has arisen, and elaborate extensively on the specific behaviors you're observing. Additionally, outline your anticipated or desired outcomes in detail.

Steps to Reproduce: If applicable, provide a step-by-step guide on how we can replicate the problem. This will allow us to investigate and find the root cause quickly.

Video Recording of the Screen: For certain issues, a video recording of the app's screen can significantly aid our understanding of the problem. If possible, create a short screen recording that demonstrates the problem you are facing and attach the record to the email.

Additional Information: Feel free to attach any relevant screenshots or error messages you have encountered during the problem. These additional details can help us analyze the situation better and provide accurate solutions.

3. Send the Email​

Double-check that you have provided all the necessary information and attached any relevant files. Once you are satisfied, hit the send button to forward your email to our support team.

Our dedicated support team will review your problem report promptly and work to provide you with a solution as soon as possible. We appreciate your patience and cooperation in helping us serve you better.

Firmware and software update​

At Dronetag, we're committed to improving our products continually.

To ensure optimal performance, please make sure you're using the latest version of the Dronetag App and device firmware.

Kindly follow the provided instructions for firmware update.

Hard reset​

Use hard reset to force restart the device. Hard resetting the device should be the first thing to do when you are experiencing unexpected behaviour of the device.

To perform hard reset press and hold the power button for at least 15 seconds. LEDs will start showing purple color when hard reset is done.

Reset to Factory defaults​

Resettings device to factory defaults will reset device's configuration to the default state.

How to proceed RIDER to Reset to Factory Defaults:​

  1. Press and hold both action and power buttons for 15 seconds.
  2. Keep holding both buttons when LEDs starts to show purple color.
  3. Relase both buttons when no LED shows purple color and RGB animation is started.

It is also possible to perform Reset to factory defaults using Dronetag App.

How to proceed RIDER to Reset to Factory Defaults using Dronetag App:​

  1. Turn RIDER on and go to Dronetag App.
  2. Go to Profile, select My devices and choose Dronetag RIDER.
  3. Navigate to Troubleshooting and select Reset to factory defaults.
warning

Performing reset to factory default settings without Dronetag App is possible only on firmware version 1.4.1 or higher.

Obtain diagnostic logs​

To help resolve extraordinary issues, the Dronetag Support Team might request that you download diagnostic logs. If you haven’t received guidance from our support team and are experiencing an issue, please contact us at support@dronetag.com and also download your diagnostic logs for faster assistance.

  1. Turn on your device and open the Dronetag App.
  2. Go to Profile and select My Devices.
  3. Choose your RIDER, navigate to Troubleshooting, and select Obtain Diagnostic Logs.

These logs will be downloaded from your device and sent to our development team for review.

List of known issues​

Red lit LED on LINK indicator for more than 5 minutes usually means there is a problem with the LTE signal coverage. Ensure that:

  • You are in a place with good LTE signal coverage of all providers
  • Your LTE bands are set to correct value
  • Your firmware is up to date.

Possible solution:

  1. Get to a place with better LTE signal coverage
  2. Set LTE band on correct value.
  3. Upload a new firmware verision.
  4. Factory reset your device.
  5. Wait for 24 hours while keep the device on (keep it connected to a charger)
  • If the device keeps on lighting red LINK indicator, please contact your reseller or support@dronetag.com.

Red LED on LINK indicator usually means there is a problem with the LTE signal coverage, expired subscription or an old firmware version.

Ensure that:

  • LTE band are set correctly in the app.
  • Your subscription is valid.
  • Your firmware is up to date.

Possible solution:

  1. Set LTE band on correct value.
  2. Set your subscription plan up.
  3. Use your RIDER in offline mode with Drone Scanner app.
  4. Upload a new firmware verision.
  5. Factory reset your device.
  • If the device keeps on lighting red LINK indicator, please contact your reseller or support@dronetag.com.

The device is stuck in Waiting for component GNSS​

The yellow GNSS indication means that the device is unable to obtain a GNSS fix.

Ensure that:

  • You are outside the building and in a free unobstructed area.
  • You have waited at least 2 minutes for the GNSS signal.

Possible solution:

  1. If you are in an area with a poor GNSS signal, you can boost the reception by changing the GNSS configuration. If you have cellular enabled on the device, you can see the number of satellites in the device detail.

The yellow LINK indication turns red after a few minutes, means device´s LTE signal is missing or device can not communicate with our cloud.

Ensure that:

  • Your subscription is valid.
  • You are in the place with good LTE signal covarage.

Possible solution:

  1. Hard reset the device.
  2. Factory reset the device.

Device detects RID on short distances only​

Antenna´s performance can be affected by surrounding environment like buildings, natural obstacles, Wi-Fi/Bluetooth transmitters, etc. or by shileding from surrounding subjects (human body included). The strength of the signal transmission determines the level of range affection. Please note that detection also depends on the strength of the RID transmitter on the drone.

Ensure that:

  • You are not too close to strong signal transmitters (radio towers, Wi-Fi transmitters, radars, Bluetooth devices with permantent communication etc.).
  • The antenna is not in touch with another subject or surface.
  • The antenna is heading up to the sky.
  • You are not shielding the device with your body in the direction you want to scan.
  • There are minimal radio interferences from close devices (radio interferences can significantly affect range of the device).

Possible solution:

  1. Get off the area with strong radio/Wi-Fi/radar etc. transmitters.
  2. Set the antenna up and not touching any other subject or surface.

Device does not detect any RID at all​

One of the most important causes of not detecting any RID is replacing original antenna with inappropriate one. Keep on mind there are many types of antennas and connectors.

Ensure that:

  • You didn´t replace original antenna with inappropriate one (appropriate one: 2,4 GHz with SMA male connector).
  • You are not too close to strong signal transmitters (radio towers, Wi-Fi transmitters, radars, Bluetooth devices with permantent communication etc.).
  • The antenna is not in touch with another subject or surface.
  • The antenna is heading up to the sky.

Possible solution:

  1. Hard reset the device.
  2. Check surrounding evironment and consider a moving to place with better conditions.

Device is in Alert mode, but there are no data in the app​

This situation usually happens because of various reasons like frozen app, communication problem between app and cloud, LTE outage or phone´s signal outage etc. The device in alert mode means there is everything right on device´s side.

Ensure that:

  • Your phone has stable internet connection.
  • Your Dronetag App is not frozen.

Possible solution:

  1. Restart the app.
  2. Restart your phone.

Red LED on LINK indicator usually means there is a problem with the LTE setting in the app, expired subscription or an old firmware version.

Ensure that:

  • LTE band are set correctly in the app.
  • Your subscription is valid.
  • Your firmware is up to date.

Possible solution:

  1. Set LTE band on correct value.
  2. Set your subscription plan up.
  3. Upload a new firmware verision.
  4. Factory reset your device.
  • If the device keeps on blinking red LINK indicator, please contact your reseller or support@dronetag.com.

All three LEDs are lit red​

It usually means device is in error mode. It can be caused by setting wrong LTE bands in the app, expired subscription or an old firmware version.

Ensure that:

  • LTE bands are set correctly in the app.
  • Your subscription is valid.
  • Your firmware is up to date.

Possible solution:

  1. Hard reset your device.
  2. Set LTE band on correct value.
  3. Set your subscription plan up.
  4. Upload a new firmware version.
  5. Factory reset your device.
  • If the device keeps blinking red LINK indicator, please contact your reseller or support@dronetag.com.

Battery is discharging fast​

The most common reason why battery discharges fast is using the device in freezy conditions (less than 0°C), then using old firmware version and the device is being turned on by accident.

Ensure that:

  • Device is not used in freezy conditions for prolonged time.
  • Actual firmware is installed.
  • Device has been turned on by accident.

Possible solution:

  1. Do not use your device in freezy condition.
  2. Accept the fact that using device in freezy conditions can accelerate discharging process.
  3. Install actual firmware.
  4. Prevent turning device on by accident.
  • If your device is still discharging fast while all the previous causes are excluded, contact us on support@dronetag.com.

Impossible to turn RIDER on​

Possible solution:

  1. Try to turn device on while charging.
  2. Hard reset the device.

Device can only be turned on when connected to charger​

This usually happens that user accidentally enables USB mode. In this setting, the device only turns on when being charged.

Ensure that:

  • USB mode on the device is turned off (Go to Dronetag App > Profile > My devices > Dronetag RIDER > Configuration > enable USB mode > OFF).

Possible solution:

  1. Turn off USB mode.
  2. Factory reset the device.
  • Check the percentage of the battery in the Dronetag App. If it remains on 0% even after charging, problem is probably on device´s side - contact your reseller or support@dronetag.com.

Button doesn´t work​

There can be dirt under the button which affects the button´s performance or there can be a manufacturing defect.

Possible solution:

  1. Contact your reseller or support@dronetag.com.

Device is hot​

It is normal that device gets warm during usage, especially in antenna thread area.

Ensure that:

  • Device´s parts are getting warm, not hot.

Possible solution:

  1. Immediately turn the device off, separate it from any flammables and contact your reseller or support@dronetag.com.

Device is getting inflated​

It may happen that device´s body seems to start to get inflated. It is caused battery failure. In this case, be very careful.

Possible solution:

  1. Immediately turn the device off, separate it from any flammables and contact your reseller or support@dronetag.com.

Firmware update is crashing​

Sometimes, when conditions are not great, firmware update can not be proceed smoothly. Before you start updating your device´s firmware ensure that you have stable internet connection on your phone and the device is charged to 50% at least.

Ensure that:

  • Your phone internet connection is stable.
  • Your device is charged to 50% at least.
  • You don´t do any actions with your device while proceeding update.

Possible solution:

  1. Try to proceed firmware update again.
  2. Do the hard reset of the device.
  3. Do factory reset the device.
  4. Try to proceed firmware update again after the resets.

Device is in reset loop​

Possible solution:

  1. Hard reset the device.
  2. Let the device fully discharge, then charge the device and try to turn the device on.

LTE signal is interrupted​

Please note, that majority of LTE interruptions are caused by poor LTE signal from provider.

Ensure that:

  • You are in the area with good LTE coverage.

Possible solution:

  1. Hard reset the device.
  2. Consider to use the device in offline mode.