Reseller Diagnostics & Support Escalation
Diagnose a customer's NTRIP problem from the Reseller Hub: live connection signal per license, guided runbooks, and escalation to RTKdata support with the context already attached.
Most support calls you get from a customer can be answered from one page. Licenses > Diagnostics shows a license's live connection signal, walks you through the usual causes, and escalates to RTKdata only when it is genuinely our end.
Step 1: check the license
Pick the license in Check a License. You get its current signal before you start guessing: Connected now, Last seen, Auth failures (30d), GGA received (30d) and Parallel connections. View sessions opens the Live Map filtered to that license.
Three of those signals answer most cases on their own:
Auth failures rising
Wrong credentials in the device, or the website login used instead of the NTRIP credentials
GGA received: no
The receiver is not sending its position, so no correction stream can be selected
Parallel connections above the data streams
More devices online than the license allows, disconnecting each other
Step 2: work through a runbook
The Troubleshooting Runbooks section holds a guided checklist per symptom. Each expands into ordered steps you can follow with the customer on the phone.
Rover does not connect
No connection at all
Float only, no fix
Corrections arrive but never converge
License expired?
Suspect the commercial side rather than the technical one
Wrong mountpoint or coordinates
The stream or the position looks wrong
Credentials rejected (401)
The caster refuses the sign in
Frequent disconnects
The session keeps dropping
GGA not received
The caster never sees the receiver's position
Multiple devices, one license
Devices knocking each other offline
The end user facing versions of the same material live in Common Connection Issues and Troubleshooting & FAQ, which you can send a customer directly.
Step 3: escalate
If the runbook did not resolve it, use Escalate to RTKdata Support on the same page and fill in:
License
The license in question
Runbook followed (optional)
The runbook you already worked through, or "None, or a different issue"
Time window
When the problem happened, for example "today 14:00-15:00 UTC"
What is happening
What the customer sees
Runbook steps already tried
What you checked, so support does not ask again
Submit escalation gives you a reference number, and RTKdata support follows up by email. Your escalations are listed under Recent Escalations.
You can also start from a license detail page with Report an issue, which opens this page with that license preselected.
Device specific setup
If the problem is "how do I enter these credentials in this particular device", the Integration Hub already has a step by step guide for most hardware and field software: Emlid, DJI, Trimble, Leica, Topcon, u-blox, SW Maps, QField, Mission Planner and many more. Sending your customer the right guide is often faster than talking them through it.
Quick reference for customer calls
"It says invalid username or password"
Auth failures on the license, and that they are not using their email address
"It connects but stays on float"
GGA received, sky view, and whether a second device is online
"It worked yesterday, not today"
License status (expired, suspended) and your own billing status
"It keeps dropping every few seconds"
Parallel connections against data streams on the license
"Nothing happens at all"
Mountpoint spelling and case, host and port, internet on the controller
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