Support

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

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Getting Help

Support Options

Channel	Use Case	Response Time
Documentation	Self-service guidance	Immediate
Support Tickets	Technical issues	1-2 business days
Administrator	Organization-specific	Varies
Emergency	Critical flight issues	Priority

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Documentation Resources

This Documentation Site

Browse the documentation sections:

Section	Content
Getting Started	Account setup, login, authentication
Your Dashboard	Flight control, missions, analytics
Media	Media management, live video
Devices	Device setup, configuration
Users & Teams	Team management, settings
Administration	Administrative functions

Quick Links

• Login Guide
• Fly Dashboard Guide
• Mission Planning
• Device Pairing

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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

Category	Examples
Account Issues	Login problems, password reset, 2FA
Technical Issues	Bugs, errors, unexpected behavior
Device Problems	Connectivity, pairing, firmware
Feature Requests	New features, improvements
Billing	Subscription, invoices, payments
Other	General inquiries

Ticket Information

Include in your ticket:

Information	Why
Description	Clear explanation of the issue
Steps to Reproduce	How to recreate the problem
Expected Behavior	What should happen
Actual Behavior	What actually happens
Screenshots	Visual evidence
Device/Browser	Technical environment
Date/Time	When issue occurred

Ticket Status

Status	Meaning
Open	Ticket submitted, awaiting review
In Progress	Being investigated
Waiting for Info	Additional information needed
Resolved	Issue has been addressed
Closed	Ticket 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

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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

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Common Issues

Login Problems

Issue	Solution
Forgot password	Use "Forgot Password" link
2FA code not working	Ensure time sync on device
Account locked	Wait 15 minutes or contact admin
Invalid credentials	Verify email and password

Device Issues

Issue	Solution
Device not connecting	Check network, restart device
Pairing failed	Verify serial number, try again
Telemetry not updating	Check signal, refresh page
Video not loading	Check bandwidth, try lower quality

Dashboard Issues

Issue	Solution
Page not loading	Clear cache, try different browser
Map not displaying	Check internet, disable ad blockers
Controls not responding	Verify device selection, permissions
Data not saving	Check connection, retry

Performance Issues

Issue	Solution
Slow loading	Clear cache, check internet speed
Video stuttering	Lower quality, close other apps
Unresponsive UI	Refresh page, try different browser

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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:

Browser	Minimum Version
Chrome	90+
Firefox	88+
Edge	90+
Safari	14+

Network Requirements

Requirement	Minimum	Recommended
Download Speed	5 Mbps	15+ Mbps
Upload Speed	1 Mbps	5+ Mbps
Latency	< 200ms	< 100ms

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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.

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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.

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Feedback

In-App Feedback (Recommended)

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

Type	How to Submit
Bug Reports	Use In-App Feedback or submit a support ticket
Feature Requests	Submit support ticket with category "Feature Request"
General Feedback	Contact 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

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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

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Contact Information

Support Channels

Channel	Contact
Support Tickets	Via dashboard at /ticket
Website	www.idi-fly.com
Administrator	Contact your organization admin

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tip

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