Troubleshooting
Find the problem in the tables below, then follow the steps in order. Each answer uses only the console. If a step doesn’t help, or an answer says to contact support, open Admin → Support Access and request support. See Support and ideas.
Video
| Problem | What to do |
|---|---|
| A video pane is blank, or reads No frames — source not producing video | 1. USB camera: open Admin → Hardware → Devices → Local Cameras and click Rescan. If the camera isn’t under Detected on this host, check its cable and plug it in again. 2. Camera format: pick a format the camera supports. On the Dedicated Rig, choose from the Capture format (preset) list instead of Custom…. See Dedicated Rig. 3. Camera already in use: use each camera for only one thing. A camera bound to the Dedicated Rig doesn’t appear under Local Cameras. Use the USB port shown in the camera lists to check that you picked the right one. 4. Network stream: open Admin → RTSP Streams and check the Stream URL and that Active (pipeline ingests this stream) is on. 5. YouTube link: YouTube sometimes refuses automated access. Try again later, or use another source. |
| A sensor lamp in the sidebar is red (“NOT producing”) | Video is being requested, but no frames are arriving. Follow the steps above for that source. |
| Thermal video shows a green band, or only half the picture | Change Thermal frame crop. See Dedicated Rig. |
| An aircraft is clearly in view but gets no target box | The detection confidence gates may be too strict for small, distant targets. Lower them under Admin → Models → Detection confidence gates. See Video sources and detection models. |
| One kind of box (often UAP) keeps appearing on edges, lights or clutter | Raise that class alone under Admin → Models → Per-class confidence floors. See Per-class confidence floors. |
Radios
| Problem | What to do |
|---|---|
| No ADS-B aircraft on the radar or map | 1. Open Admin → Hardware → Devices → RTL-SDR, then the ADS-B Feed tab. Check that Local SDR feed is on, or turn on External API (fallback / wider coverage) for wider coverage. 2. Check that the site location is set (see “site not set” below). 3. Check the antenna and its connection to the radio. More detail: Radios: ADS-B, ATC and datalink. |
| No ATC transcripts | 1. Open Admin → Hardware → Devices → RTL-SDR, then Airband tuning. Check the channels. 2. Use auto-calibrate (20s) to set the squelch, and check the gain. 3. Click Apply & restart forwarder. Tuning isn’t saved until you do. 4. Read the transcription status line in the RF view. More detail: Radios: ADS-B, ATC and datalink and RF view: radio and SIGINT. |
Alerts
| Problem | What to do |
|---|---|
| Alerts aren’t arriving | 1. Open Admin → Alerts. Under Master, the switch must read Alerting enabled. On a new install, alerting is off. 2. Make sure the delivery channel you expect is Enabled, and save it. 3. Click Send test on that channel. The test uses the last saved settings. 4. Check the Audit trail. Every delivery attempt is listed there, with its Outcome and Detail. 5. For SIGINT watch rules, check that Rule on is set. More detail: Alerts and watch rules. |
Site and location
| Problem | What to do |
|---|---|
| The dashboard reads site not set | The rig doesn’t know where it is. Open Admin → System Settings. In the Site section, enter the Site latitude and the Site longitude. Use decimal degrees. South latitudes and west longitudes are negative, for example -121.881821. Enter both: if only one is set, the site counts as not set. |
Updates
| Problem | What to do |
|---|---|
| Admin → Updates reads Installing — the console is restarting. This page reconnects by itself. | This is normal while an update installs. It takes several minutes. Leave the page open. If the page still hasn’t reconnected after a long wait, contact DroneTracker support. See Updates. |
| The login page reads “The rig is restarting (for example, installing an update). Try again in a minute.” | Wait a minute and sign in again. |
| “In-console updates are available on Orin rigs. For this rig, contact DroneTracker support.” | This rig can’t update from the console. Contact DroneTracker support. |
Signing in
| Problem | What to do |
|---|---|
| Wrong password, or the account is locked | After 5 failed sign-ins (by default), the account locks for 30 minutes. Wait and try again. If you’ve forgotten your password, contact DroneTracker support. |
| You lost your phone or security key | On the Second factor required screen, choose Use backup code instead or Lost your passkey? Use a backup code. Once you’re in, set up a new method on Admin → My Security. |
| No backup code and no other passkey | You can’t sign in by yourself. Ask another admin to contact DroneTracker support (Admin → Support Access, support type Accounts, access & security). See Accounts and security. |
| Re-authenticate to continue keeps appearing | Admin work needs a recent second-factor proof. Confirm with your passkey or a code. See Step-up confirmation. |
| Your SSO button is missing from the login page | An admin must check that the provider is active under Admin → SSO Providers. |
Handhelds
| Problem | What to do |
|---|---|
| The handheld can’t connect | 1. Open Admin → Access → Trusted Devices. Find the device and check its Status. Revoked and Expired devices can’t sign in. A device in Beacon can sign in but can only report its location; click Restore to give it back its normal access. 2. The first time a handheld connects, it asks you to trust a certificate fingerprint. That fingerprint must match the Device sign-in certificate fingerprint shown on Trusted Devices. If it doesn’t match, don’t trust it. Contact DroneTracker support. 3. A new handheld enrolls only after a full password and second-factor sign-in. More detail: Handheld and game controllers. |
Still stuck?
Open Admin → Support Access, choose the closest Support type, describe what you see in Details, and click Request support. See Support and ideas.