> For the complete documentation index, see [llms.txt](https://docs.rtkdata.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rtkdata.com/reseller-hub/troubleshooting.md). # 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. ![The diagnostics page](https://3957820804-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FJflLSSoC9TU9MkwT5lbC%2Fuploads%2Fgit-blob-fb03a2d2768c0a84905c7058fc55f3c94f0db825%2Freseller-hub-diagnostics.png?alt=media) *** ## 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: | Signal | What it usually means | | ----------------------------------------------- | ------------------------------------------------------------------------------------------- | | **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. | Runbook | Use it when | | ----------------------------------- | --------------------------------------------------------- | | **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](/support/common-connection-issues.md) and [Troubleshooting & FAQ](/support/troubleshooting-and-faq.md), 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: | Field | What to enter | | ------------------------------- | ----------------------------------------------------------------------- | | **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](/integration-hub/integration-hub.md) 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 | Customer says | Check first | | -------------------------------------- | ----------------------------------------------------------------------------- | | "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 | *** ## Next * [Licenses & Provisioning](/reseller-hub/licenses.md) * [Usage & Live Map](/reseller-hub/usage-and-live-map.md) * [Support](/support/support.md) --- # Agent Instructions This documentation is published with GitBook. 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