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.
List of Basic Operations
Many of the issues listed below can be resolved by updating your device to the latest firmware version.
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 updating your firmware.
Reset to Factory Defaults
There are two ways to reset your device to factory defaults:
1. Using the Device Button
To reset the device using the power button:
- Press and hold the power button for 15 seconds. The device will perform a power reset, and all LEDs will light up solid pink.
- Continue holding the button after the power reset. The LEDs will begin a countdown animation.
- Keep the button pressed until all LEDs turn off and an RGB animation starts, indicating the factory reset is in progress.
- Once the reset is complete, the LEDs will briefly flash white for 1 second, and the device will automatically restart with factory settings restored.
For more information on the indicators see LED indications
2. Using the Dronetag App
Dronetag App is required for this approach.
Open My devices
Select your device
These steps are common for all Dronetag models
Navigate down to Troubleshooting
Select Reset to factory defaults
Confirm Factory reset
This action takes several moments and device restarts after process is done.
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.cz and also download your diagnostic logs for faster assistance.
- Turn on your device and open the Dronetag App.
- Go to your profile and select "My Devices."
- Choose your device, navigate to "Troubleshooting," and select "Obtain Diagnostic Logs."
These logs will be downloaded from your device and sent to our development team for review.
How to report a problem to our Support Team
1. Troubleshoot before you report a problem
Carefully review the possible causes of the problem (described below) before reporting it.
2. Compose an Email
To report a problem, send an email to our support team at support@dronetag.com.
Use the subject line: “Problem Report – [Insert Your Product Name]” to help us identify your request promptly.
3. Provide a Detailed Description
Include the following details in your email:
- Email Address: Your account email address.
- Product Name: The product you are reporting the issue with.
- Serial Number: 16-digit serial number from the bottom of the Scout or the
:8080management page. - Interface Used: Web browser and OS (e.g. Chrome on Windows 11, Safari on iOS 18, etc.)
- Problem Definition: What is the problem? What were you expecting? What happened?
- Steps to Reproduce: A clear list of steps to replicate the issue.
- Video Recording: A short screen recording if the issue can be visualized.
- Screenshot or Drone Scanner Record: Attach if applicable.
- Additional Information: Logs, photos, or anything that might help us understand the situation.
4. Send the Email
Double-check that all the information and attachments are included. Then send it to support@dronetag.com.
Our support team will get back to you as soon as possible.
List of Possible Issues
The device is stuck in Waiting for component GNSS
The orange 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.
- The Mini 4G is facing the sky.
- You have waited at least 2 minutes for the GNSS signal.
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 device is stuck in Waiting for component RID
The orange RID indication means that the device cannot communicate with our cloud or it has no cellular signal. The latter is more common. If the orange is combined with red, then it is probably not registered with any account.
Connect to your Mini 4G via Dronetag and see LTE signal quality. If the number is between -110 dbm and 0 dbm, then your LTE signal is good.
Ensure that:
- You are in one of the supported countries.
- You are in the same country as the last time the NRI worked for you.
- You are in an area with cellular coverage.
- Your Mini 4G is registered with your account.
- Your subscription is active.
- If you use Mini 4G without subscription, the Network Remote ID feature has to be off (check in the app, Configuration section).
- You have configured the correct antenna input in antenna configuration.
If you have moved to a different country, you need to click Configure network automatically in device configuration. If the problem with the connectivity persists, contact the Dronetag team for support. 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 Direct / Broadcast Remote ID range is poor
Ensure that:
- The antenna in device´s configuration (in Dronetag app) is set to internal (not external).
- The external antenna is connected properly if you use your Mini 4G with external one.
The range of the DRI depends on three main factors:
- Placement of the device on the drone – the Bluetooth antenna is on the longer side of the device where MMCX connectors are placed. Therefore, this side should be unobstructed.
- The ground receiver's capabilities – flagship smartphones typically have better ranges because they support Bluetooth 5 Long Range.
- Environment – city vs. rural areas will have different ranges due to the 2.4Ghz interference urban areas.
The distance range covered by Direct / Broadcast Remote ID (based on Bluetooth 4 Legacy and Bluetooth 5 long range) differs based on the aforementioned variables. It can reach anything from 200 m to 10 km. If you need a better range, you can get external Bluetooth antennas on our e-shop.
The RID is blinking red
This means your Mini 4G can get no access to Dronetag cloud or is not registered to any account.
Ensure that:
- Your subscription is active.
- Your Mini 4G is registered with your account.
- If you use your Mini 4G without subscription, don´t use Network Remote ID feature.
Possible solutions:
- Make your subscription active.
- Register your device in Dronetag app.
- If you use your Mini 4G without subscription, check the Network Remote ID setting in Dronetag app. Go to Droentag app while the Mini 4G is on and go to Mini 4G profile > Configuration > Enable Network Remote ID > OFF.
Reset to Factory Defaults
There are two ways to reset your device to factory defaults:
1. Using the Device Button
To reset the device using the power button:
- Press and hold the power button for 15 seconds. The device will perform a power reset, and all LEDs will light up solid pink.
- Continue holding the button after the power reset. The LEDs will begin a countdown animation.
- Keep the button pressed until all LEDs turn off and an RGB animation starts, indicating the factory reset is in progress.
- Once the reset is complete, the LEDs will briefly flash white for 1 second, and the device will automatically restart with factory settings restored.
For more information on the indicators see LED indications
2. Using the Dronetag App
Dronetag App is required for this approach.
- Open Dronetag App and select your profile
- Open My devices
- Select your device
These steps are common for all Dronetag models
- Navigate down to Troubleshooting
- Select Reset to factory defaults
- Confirm Factory reset
- This action takes several moments and device restarts after process is done.
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.cz and also download your diagnostic logs for faster assistance.
- Turn on your device and open the Dronetag App.
- Go to your profile and select "My Devices."
- Choose your device, navigate to "Troubleshooting," and select "Obtain Diagnostic Logs."
These logs will be downloaded from your device and sent to our development team for review.