BASIC TROUBLESHOOTING GUIDE
This guide is meant to help with the most frequent issues pilots experience with the DroneDeploy app. For deeper investigations, you can contact DroneDeploy Support at email@example.com.
For onsite assistance, you can contact DroneDeploy Support through the DroneDeploy app via chat or phone by going to Main Menu > Help > Launch Support. You can also contact Zeitview support at firstname.lastname@example.org.
Basic Troubleshooting Questions to Ask
Are you using a compatible drone and mobile device or controller?
All DroneDeploy missions flown through Zeitview must be flown with one of the following:
- Phantom 4 Pro
- Mavic 2 Pro
- Mavic 3 Enterprise (map plans only)
- Air 2S
Find supported mobile devices HERE.
- All DroneDeploy missions flown through Zeitview must be flown with Apple iOS since it is the most reliable for mapping
We highly recommend using the following :
- Apple iPad Pro
- Apple iPad (2020+)
- Apple iPad Mini 5
- Apple iPhone 11 or newer
- All DroneDeploy missions flown through Zeitview must be flown with one of the following:
- Is the DroneDeploy app running the most up-to-date software version?
- Is your mobile device or controller running the most up-to-date operating system?
- Are you using an official Apple USD cord to connect to your drone’s controller?
Did you verify all pre-flight checks including:
- Re-calibrating the drone’s compass
- Re-formatting the drone’s SD card
- Understanding field connectivity
Is the DroneDeploy app the only app running on your device?
- If not, all other apps should be hard-closed.
General Troubleshooting Steps
- Power cycle all mobile devices and drone
- Unplug and replug the USB cable from the controller to the mobile device
- Toggle the mode switch on the controller screen
Check DJI app
- Multiple flight mode = ON
- Beginner mode = OFF
- Test connection/pre-flight checklist using another mobile device
Ensure DroneDeploy is the only app running before take-off.
- All other apps (including DJI should be hard closed).
- Power cycle the DroneDeploy app.
- Delete and re-install the DroneDeploy app.
FREQUENT ISSUES & SUGGESTED SOLUTIONS
Please keep in mind that all pilots should have basic knowledge of the DroneDeploy app and troubleshooting steps for all personal devices before attempting any flight.
If none of the suggested solutions work and you have not heard back from support you can always use a different app like DJI GO or Pix4D as a last resort. It is not recommended to fly any flight plans manually unless advised otherwise.
Pilots should always attempt to troubleshoot as best they can before proceeding with another app or abandoning the mission entirely. Failure to do so may result in a reshoot or non-payment.
UPLOAD TROUBLESHOOTING TIPS
ISSUE: Not seeing the appropriate folder to upload to
- You DO NOT need preset folders to upload
- We highly suggest using the Legacy Uploader
- Select Use Legacy Uploader
Select the correct media type:
- Map or Model
- Photo Report
- Then upload the corresponding assets
- DO NOT use the “Photo Report” option to upload mapping images
ISSUE: Not able to upload the video
- DroneDeploy only accepts MP4 format so you'll need to convert the video
- You can use a converter like VLC
- If you're still on site and encounter this issue during the mission, check that your DJI settings are set to capture in MP4.
- The DroneDeploy app is set for MP4 formats but if your DJI settings are set to something else then this will override what the app captures.
ISSUE: Receiving a message that not all map images were accepted
- Increase the blue outline that appears around the map plan to allow all images to be recognized within that outline.
- The message should disappear once the outline is increased and the system is able to recognize all the images
- You shouldn't need to upload any missing images. The number of images should change once you adjust the outline.
ISSUE: Unable to upload all pano images
- DroneDeploy only accepts exactly 26 images for any pano. The app will only ever capture 26 images when running this flight plan.
- If you captured it in another app that collected more than 26 images, unfortunately, you will need to reshoot the pano only capturing the exact 26 images.
- Do not rely on the named or numbered images. Make sure to actually count that there are exactly 26 images. Sometimes the app may mislabel or skip numbered images.
ISSUE: Unable to sort or separate the images from the map, photos and/or pano images.
- You should be able to reference the numbered file names and judge those based on the order you flew the flight plans
- You should also be able to tell apart the map images from all others since these are straight-down angles that would appear in sequential order.
- You can reference the number of images as stated on the flight plan.
- The Photos Plan images are usually perimeter shots that would be angled looking inward toward the subject property and appear in sequential order.
- You can reference the number of images as stated on the flight plan.
- The Panorama Plan images would be different angles since these are meant to show a 360 view of the area but should be able to recognize once all other image types are identified.
- There should only be 26 images for each pano.
- Ideally, pilots should use a new or separate SD card for every flight in order to organize image and video files by the mission or project they are for.
ISSUE: The smart uploader is not grouping the images appropriately with the corresponding upload type.
- Use the Legacy Uploader instead.
- You will need to pre-sort all the images but if you use the Legacy uploader initially, it is less likely you will need to re-upload and more likely for the initial upload to process successfully.
- The smart uploader is still in beta and not as consistent.
DRONEDEPLOY APP TROUBLESHOOTING TIPS
ISSUE: Receiving a message during the preflight check that permissions have been disabled.
- Email Zeitview support ASAP to request permissions.
- You can usually tell if you have permissions if the upload tab in the project does not allow an upload.
- You can prevent permissions issue onsite by checking the upload tab when requested to review the flight plans prior to the flight date.
ISSUE: The project is not showing in the DroneDeploy account.
Log out and clear the cache
- For iOS go to Settings > Safari > Clear History and Website Data
For Android go to Settings > Apps > DroneDeploy > Storage > Clear Cache
- Settings may vary for each device.
- If you’re still not seeing the project contact Zeitview support
ISSUE: The DroneDeploy login is not working or the app is not loading.
- Make sure you are typing the correct username and password.
- Make sure you are using the DroneDeploy app, not the Zeitview app.
- Make sure the DroneDeploy app and your device is up-to-date.
- Make sure you are using all compatible devices.
- If you’re still not able to login then reach out to Zeitview support
ISSUE: The flight will not resume after a battery swap or starts over completely.
- Restart all equipment disconnecting your controller from the flight screen.
- If the flight still doesn’t start from where it left off, change the starting waypoint under Advanced setting.
- Make sure to turn off automatic settings in order to view all settings.
- Screenshot your controller before returning the drone so you can reference where you left off and restart from the correct waypoint.
If you are unsure where the drone left off, either restart or go back to the point where you are certain the drone has already flown.
- The drone will skip the area with the dotted line and start where the solid line begins.
- It is better to get extra coverage or overlap to avoid gaps and missing coverage in the map.
Duplicate the flight plan to create a copy with the same settings that covers the uncaptured area.
- The copy will automatically be renamed to “Copy of…”.
- DO NOT delete the original flight plan. You can reference this to set up the copy accordingly.
ISSUE: The drone controller is losing connection to the drone.
Double-check you are not close to any strong sources of electromagnetic radiation.
- If so, you can increase the altitude of the flight plan so the source of interference is not between you and your drone.
- Adjust the flight plan to avoid the area
Reposition yourself so that you are closer to your drone and have a better connection.
- You can pause the flight then resume once you’re in a better position.
- Abort the flight if you feel it is unsafe to continue.
ISSUE: The flight plan is too large to complete and maintain VLOS from a single launch point.
Reposition yourself to a closer launch point just before the drone gets out of VLOS:
- Pause the flight and return to home
- Reposition yourself in a better location where you can easily maintain VLOS
- Set a new starting point then resume the fligh
For Map Plans, divide the flight plan into multiple parts and fly them individually
- Duplicate the flight plan keeping the original unedited.
- Rename the copy as needed then edit the map outline until it is an area that you can fly.
Continue to duplicate and rename as many copies as needed until the entire area of the original map is accounted for.
- All settings for each section should remain the same as the original flight plan.
- Pilots MUST ensure there is overlap between each section to prevent gaps in coverage.
- Pilots MUST also upload all divided sections as one map so all images can be stitched.
ISSUE: The flight will not start or the drone just hovers.
Double-check your drone is unlocked in the DJI Go app for that specific airspace.
If you can fly in the DJI GO app then the issue may be with DroneDeploy.
- If this is the case then perform any of the general troubleshooting steps
If you cannot fly in the DJI GO app then email DJI at email@example.com for help unlocking your drone for that airspace.
- You can also refer to “ISSUE: NFZ Unlock”
- If you can fly in the DJI GO app then the issue may be with DroneDeploy.
- Perform a full restart of all equipment including disconnecting your controller from the flight screen.
- Change parameters of the flight plan such as the flight direction and turning off obstacle avoidance.
- Duplicate/Create a new flight plan.
ISSUE: Hovering at any point during the flight.
- Re-calibrate the drone’s compass.
Determine a new take-off location within the area of the site to minimize environmental factors that could be causing the hovering.
- Hovering is most often related to environmental factors such as power lines, dense cloud cover, foliage, reinforced concrete, buildings, and antennas.
- Unfortunately, these factors cannot be controlled so if the suggested solutions do not work then you may determine the site unflyable.
ISSUE: NFZ Unlock
Unfortunately, you may not be able to fly with the DroneDeploy app in No-Fly Zones (NFZs) due to technical limitations with DJI's SDK on which DroneDeploy is built.
Unlock airspace in DJI (Reference https://www.dji.com/flysafe/self-unlock)
- Go to the DJI GO app
- GEO popup will appear.
- Log into your DJI account.
- Press the I agree to GEO terms, check the boxes for I have permission to fly.
- Verify with a text message.
- You should get confirmation.
- Close the DJI GO app and proceed with the flight in DroneDeploy
If you're flying a mission that will take multiple batteries, the Authorization Zone will need to be unlocked after each battery swap.
- Return to home then swap batteries
- Open the DJI App
- Go back to the DroneDeploy App
- Wait for the drone connection then take off
ISSUE: Too many waypoints or waypoints are too close
- Delete the waypoints along the path that appear to be repetitive but would not change the area coverage if removed.
- Expand the boundary around the area with multiple waypoints to spread them far enough apart while adding as little flight time as possible.
- Create a new flight plan with less waypoints.
ISSUE: Difficulty keeping track of multiple flight plans.
- Rename each flight plan to start with a number then complete the flight plans in numerical order.
This may require some planning to ensure each flight plan “flows” to the next one especially if you are using mission chaining.
- Refer to the DD help page for more details about mission chaining: