Skip to main content

Support

Get help with IDI Fly Dashboard through various support channels and resources.

Getting Help​

Support Options​

ChannelUse CaseResponse Time
DocumentationSelf-service guidanceImmediate
Support TicketsTechnical issues1-2 business days
AdministratorOrganization-specificVaries
EmergencyCritical flight issuesPriority

Documentation Resources​

This Documentation Site​

Browse the documentation sections:

SectionContent
Getting StartedAccount setup, login, authentication
Your DashboardFlight control, missions, analytics
MediaMedia management, live video
DevicesDevice setup, configuration
Users & TeamsTeam management, settings
AdministrationAdministrative functions

Support Tickets​

Creating a Ticket​

Submit a support request:

  1. Navigate to Support > Create Ticket (or /ticket)
  2. Select issue category
  3. Describe your issue in detail
  4. Attach relevant files or screenshots
  5. Submit ticket

Ticket Categories​

CategoryExamples
Account IssuesLogin problems, password reset, 2FA
Technical IssuesBugs, errors, unexpected behavior
Device ProblemsConnectivity, pairing, firmware
Feature RequestsNew features, improvements
BillingSubscription, invoices, payments
OtherGeneral inquiries

Ticket Information​

Include in your ticket:

InformationWhy
DescriptionClear explanation of the issue
Steps to ReproduceHow to recreate the problem
Expected BehaviorWhat should happen
Actual BehaviorWhat actually happens
ScreenshotsVisual evidence
Device/BrowserTechnical environment
Date/TimeWhen issue occurred

Ticket Status​

StatusMeaning
OpenTicket submitted, awaiting review
In ProgressBeing investigated
Waiting for InfoAdditional information needed
ResolvedIssue has been addressed
ClosedTicket completed

Viewing Tickets​

Track your submitted tickets:

  1. Navigate to Support > My Tickets
  2. View all submitted tickets
  3. Check status and responses
  4. Add additional information if requested

Contacting Your Administrator​

When to Contact Admin​

Contact your organization administrator for:

  • Role or permission changes
  • Account creation or deletion
  • Organization-specific policies
  • Device management
  • User access issues

Finding Your Admin​

  1. Check with your team lead
  2. Review organization documentation
  3. Contact IT department

Common Issues​

Login Problems​

IssueSolution
Forgot passwordUse "Forgot Password" link
2FA code not workingEnsure time sync on device
Account lockedWait 15 minutes or contact admin
Invalid credentialsVerify email and password

Device Issues​

IssueSolution
Device not connectingCheck network, restart device
Pairing failedVerify serial number, try again
Telemetry not updatingCheck signal, refresh page
Video not loadingCheck bandwidth, try lower quality

Dashboard Issues​

IssueSolution
Page not loadingClear cache, try different browser
Map not displayingCheck internet, disable ad blockers
Controls not respondingVerify device selection, permissions
Data not savingCheck connection, retry

Performance Issues​

IssueSolution
Slow loadingClear cache, check internet speed
Video stutteringLower quality, close other apps
Unresponsive UIRefresh page, try different browser

Troubleshooting Guide​

Step-by-Step Troubleshooting​

  1. Identify the Issue

    • What exactly is happening?
    • When did it start?
    • Is it reproducible?

  2. Basic Checks

    • Internet connection stable?
    • Browser up to date?
    • Logged in correctly?
    • Correct device selected?

  3. Quick Fixes

    • Refresh the page
    • Clear browser cache
    • Try different browser
    • Log out and log back in

  4. Advanced Steps

    • Check browser console for errors
    • Verify network connectivity
    • Test on different device
    • Contact support if persists

Browser Requirements​

Supported browsers:

BrowserMinimum Version
Chrome90+
Firefox88+
Edge90+
Safari14+

Network Requirements​

RequirementMinimumRecommended
Download Speed5 Mbps15+ Mbps
Upload Speed1 Mbps5+ Mbps
Latency< 200ms< 100ms

FAQs​

Account & Access​

Q: How do I reset my password? A: Click "Forgot Password" on the login page and follow the email instructions.

Q: Can I change my email address? A: Contact your administrator to update your registered email.

Q: How do I enable 2FA? A: Go to Settings > Security > Two-Factor Authentication.

Devices​

Q: How many devices can I connect? A: Depends on your organization's subscription. Contact admin for details.

Q: Why is my device showing offline? A: Check device power, network connection, and firmware status.

Flights & Missions​

Q: Can I pause a mission? A: Yes, click Pause during execution. Click Resume to continue.

Q: What happens if signal is lost? A: Aircraft follows configured failsafe (typically RTH after timeout).

Media​

Q: What file formats are supported? A: Photos: JPG, PNG, RAW. Videos: MP4, MOV.

Q: How long is media stored? A: Based on organization policy. Check with your admin.

Emergency Support​

During Flight Emergency​

If experiencing an emergency during flight:

  1. Use RTH - Trigger Return to Home
  2. Manual Control - Take manual control if possible
  3. Emergency Stop - Only as last resort
  4. Document - Note time and conditions for report

Reporting Safety Issues​

Report any safety-related issues:

  1. Complete flight safely if possible
  2. Document the incident
  3. Submit priority support ticket
  4. Contact administrator
  5. Preserve flight logs
warning

Safety issues should be reported immediately. Don't wait to resolve technical problems before reporting safety concerns.

Feedback​

The fastest way to report issues is the built-in Report an Issue button, available in the navigation bar of the Fly Dashboard, Analytics, Flight Story, and Mission Planning views.

With in-app feedback you can:

  • Describe the issue with text
  • Capture a screenshot of what you see
  • Record a voice note, video, or screen recording
  • Submit directly to the development team

Your name and email are pre-filled from your account.

Full Guide: In-App Feedback

Other Ways to Provide Feedback​

TypeHow to Submit
Bug ReportsUse In-App Feedback or submit a support ticket
Feature RequestsSubmit support ticket with category "Feature Request"
General FeedbackContact administrator or support

What Makes Good Feedback​

  • Specific and detailed
  • Include context and steps to reproduce
  • Attach screenshots or recordings when possible
  • Suggest solutions if possible
  • Be constructive

Additional Resources​

External Resources​

  • IDI Fly Website
  • DJI SDK Documentation
  • Aviation Regulations (local authority)

Training​

Contact your administrator about:

  • Training sessions
  • Onboarding materials
  • Best practices documentation

Contact Information​

Support Channels​

ChannelContact
Support TicketsVia dashboard at /ticket
Websitewww.idi-fly.com
AdministratorContact your organization admin
tip

Before contacting support, check if your issue is covered in this documentation. Many common issues have quick solutions documented here.