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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 :8080 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.

Common issues​

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 (Scout won't connect to management page)
  • Incorrect PoE injector
  • Network/firewall misconfiguration

Ensure that:

  • All cables are connected properly.
  • The included PoE injector is used.
  • Device is configured via [Device Configuration Guide].

Possible solution:

  1. Double-check all physical connections.
  2. Review Scout's configuration settings.
  3. Contact support with required documentation and photos.

Scout not connecting to the local switch/router​

We have a dedicated in depth troubleshooting section for networking here

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 you can connect to the Management Web UI
  • Check your license using the Management Web UI.