Support

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

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

Documentation Resources

This Documentation Site

Browse the documentation sections:

Section Content
Getting Started Account setup, login, authentication
Dashboard Features Flight control, missions, analytics
Media & Streaming Media management, live video
Device Management Device setup, configuration
User Management Team management, settings
Admin Panel Administrative 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

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

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

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

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

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

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

Feedback

Providing Feedback

Help improve IDI Fly Dashboard:

Type How to Submit
Bug Reports Submit support ticket
Feature Requests Submit with category “Feature Request”
General Feedback Contact administrator or support

What Makes Good Feedback

  • Specific and detailed
  • Include context
  • 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

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

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

IDI Fly Dashboard Documentation © 2025