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🛑 Troubleshooting

This page contains detailed troubleshooting information to help you identify and resolve the most common issues encountered while using the Dronetag Scout. Whether you’re facing connectivity problems, detection range limitations, or firmware concerns, the guidance below is designed to walk you through practical steps toward a solution.

Before contacting our support team, please ensure that your device is running the latest firmware version, as many issues are resolved through regular updates. You can follow our Firmware Update Guide for instructions on how to check and update your Scout.

We also encourage you to review the most common problems first, where we’ve listed known scenarios and their proven solutions. If you're still experiencing trouble after reviewing those, please proceed to the section on how to report a problem to our support team, where you’ll find a checklist of the information we need to assist you efficiently.

If you notice an issue not covered here, don’t hesitate to contact us at support@dronetag.com. Your feedback helps us improve and expand our documentation to serve you better.

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 management 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.

🛠️ Troubleshooting Connectivity​

If you're unable to access the Scout’s interface, try the following steps to identify and resolve common issues:

✅ Double-Check Network Settings​
  • Ensure your computer is on the same subnet as the Scout.
  • If your network uses DHCP, confirm the DHCP server is running and has available IP addresses.
  • If DHCP is not available, verify that your computer is manually configured to access the Scout’s fallback static IP (192.168.100.100/24).
    • Example manual IP for your computer: 192.168.100.10
🔌 Check Ethernet Link LEDs​

Inspect the Ethernet port on your router/switch and if you have the device opened you can check these on the Scout mini computer:

  • Green LED: Indicates a successful physical link.
  • Amber/Yellow LED: Indicates network activity (blinks when data is being transferred).
  • No lights: The cable may be faulty, the port may be disabled, or there may be no physical connection.
⚙️ Configure Ethernet Speed and Duplex​

Some switches or routers may experience auto-negotiation issues with the Scout. To resolve this, manually set the Ethernet port configuration in your switch or router's management interface to:

  • Speed: 100 Mbps
  • Duplex: Full duplex

This setting can often be found under port settings or advanced configuration in your network equipment's UI.

🔄 Reset the Scout to Factory Defaults​

If you've made changes to the network configuration and can no longer access the device:

  • Perform a factory reset to restore default settings.
  • After resetting, the Scout will attempt to obtain an IP address via DHCP and fall back to its static IP (192.168.100.100) if no DHCP server is available.

Refer to the Factory Reset Instructions for detailed steps.

Common issues​

Registration fails with "Device is already registered"​

This error has two common causes:

  1. The Scout has no active Cloud license. Scouts delivered without a Cloud license run in Sensor Mode (raw data output for integration into your own system) and are intentionally not registrable in the Dronetag App — this error is the expected behavior for them. To use the Dronetag App, a Cloud license is required; contact support@dronetag.com with your serial number to purchase or renew one. A Cloud license can be added at any time after purchase, without extra hardware.

  2. The Scout is registered to another account. Only one account can register a given Scout. Remove it from the original account first (Dronetag App > Profile > My Devices > Remove from account), then register it on the new account. Alternatively, keep the current registration and share detection data with other users. If you don't know which account owns the device, contact support with the serial number.

A licensed Scout that suddenly disappears from your device list usually means the Cloud license expired — contact support to renew it.

Device detects RID only at short distances​

Antenna performance can be affected by the surrounding environment: buildings, natural obstacles, nearby Wi-Fi/Bluetooth transmitters, or shielding (e.g. human body).

Ensure that:

  • Scout is not close to strong signal sources (Wi-Fi hotspots, towers, Bluetooth devices, etc.).
  • Antennas do not touch any object or surface.
  • Scout is not shielded or placed within 40 cm of another antenna.
  • Drones are in line of sight.
  • Minimal radio interference from nearby devices.
  • Omnidirectional antennas are mounted vertically.
  • Directional antennas are aimed 5°–10° above the horizon.
  • Scout antennas are connected correctly:
    • Front view: Longer antenna → left, shorter antenna → right
    • Antennas are tight and water-insulated.

Possible solution:

  1. Move the Scout to an open area with better visibility and fewer transmitters.
  2. Contact support with:
    • Photos of the Scout (360° view from its location)
    • Email the Scout is registered to
    • Scout serial number
    • Description of the issue and steps to replicate it
    • Device and OS info
    • Screenshot or screen recording
Device does not detect my Drone at all​

Test: Turn on a remote ID transmitter (drone must be airborne to transmit Remote ID).

  • Verify that the drone is broadcasting the Remote ID, check the manufacturer site for more details.
  • Use your mobile phone with Drone Scanner application. (Make sure that the phone is capable of receiving the technology that the drone is using)
  • Proceed to steps bellow
Device does not detect any RID at all​

Test: Turn on a remote ID transmitter (drone must be airborne to transmit Remote ID).

Ensure that:

  • Scout is online check Dronetag app and Management Web UI
  • Check the local scout map at https://<SCOUTIP>/map
  • You did not replace antennas with incompatible ones (use N-type male connector).
  • All cables are connected correctly.
  • Scout is visible in Dronetag app or dronetag.app

Possible solution:

  1. Move to a more open environment with better signal reception.
  2. Contact support with the required information and attachments.
Scout is not working after the installation​

Usually caused by incorrectly connected cables.

Most common causes:

  • Network port not set to 100 Mbps
  • Incorrect PoE injector
  • Network/firewall misconfiguration

Ensure that:

  • All cables are connected properly.
  • The included PoE injector is used.
  • It is possible to Connect to the Management interface
  • All the settings, especially the network ones, are correct

Possible solution:

  1. Double-check all physical connections.
  2. Review Scout's configuration settings.
  3. Contact support with required documentation and photos.
Scout is not connecting to the local switch/router​

We have a dedicated in depth troubleshooting section for networking here

Rattling sound inside the Scout / LTE stopped working after transport​

The LTE modem's USB cable can come loose from its connector during shipping or handling. Open the enclosure (see the SIM insertion guide for how to open it safely) and reconnect the USB cable to the free connector between the Ethernet port and the other USB cable (the middle, bottom one). The USB cable can be safely disconnected and reconnected during handling.

Management page shows "drireader.error: No DRI devices found"​

Check the age of the error shown in the red box. A large value (thousands of seconds) means it is an old, queued message that will clear itself — no action needed if detections work. If detections have genuinely stopped, open System on the management page, check how many modules are listed, use Obtain diagnostic logs, and send the logs to support.

Scout stopped working​

Double check that:

  • All cables are connected correctly. No accidental disconnection has happened.
  • PoE injector is plugged in and powered. Check the very dim led on the PoE injector
  • Scout is configured correctly. Check that you can connect to the Management Web UI
  • Check your license using the Management Web UI.