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Support

How to contact us, what screenshots/logs to include, and a pre‑filled issue template for faster resolution.

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Support - Contact & Self‑Service

We want you at RTK: FIX quickly. Use the checklist below for the fastest path to resolution.

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1) Self‑service links (fastest resolution)

  • Quick Start: how to connect, hosts/IPs, mountpoints, and GGA requirements.

  • Troubleshooting: follow the steps on the page above (GGA, RTCM3, credentials, mountpoint).

  • Free Trial: risk‑free, ends automatically — useful to validate coverage or expectations in edge regions.

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2) What to send us (so we can help in one reply)

Please include:

  • Your username and region host you used (e.g., rtk.rtkdata.com or IP).

  • Mountpoint (exact, case‑sensitive — e.g., AUTO).

  • One GGA sentence from a failing session (copy/paste or screenshot). Example lines in our logs immediately prove whether GGA is arriving and what quality the rover reports.

  • Receiver + app (e.g., Trimble R8 + Access, Emlid Flow, DJI Pilot 2, Lefebure).

  • Exact error text (e.g., “Invalid password”, “Waiting for base”, “Incompatible”).

  • When/where you tested (UTC/local time window + city/coords) — useful for matching nearest bases or DJI Terra reprocessing.

Why we ask for GGA: It tells us if the caster received your position, which base was chosen, the baseline, and whether the rover was autonomous or already in a fixed mode — all without extra back‑and‑forth.

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3) Known quick fixes (before you write)

  • No corrections arriving: Ensure GGA is ON (Lefebure) or Start Transmitting (DJI Pilot 2) outdoors.

  • Client logs in but stays standalone: Switch correction format to RTCM3 (not CMR).

  • Login fails: Paste the exact password from dashboard; avoid autocorrect; try again.

  • Steady ~4 ft offset: Set US survey foot (not international foot) and/or match datum/epoch with the control/mountpoint.

  • DJI Terra baseline warning: Reprocess with the same base used in flight or with matching RINEX; long baselines in logs weren’t observed.

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4) How to contact us

  • Email: [email protected]envelope

  • Subject line: URGENT – Can't get RTK FIX (we prioritize field‑blocking issues).

  • Attach: A screenshot of your NTRIP settings and one GGA line (or a short log).

We target same‑business‑day replies for field blockers, typically much faster during working hours. For non‑urgent questions (e.g., integration advice), we’ll follow up within one business day.

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Regional connection settings (for quick copy/paste)

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Examples we solved recently (for reference)

  • No GGA from client → no corrections (fixed by enabling GGA; DJI needed outdoor “Start Transmitting”).

  • “Incompatible” on Trimble (actually CMR vs. RTCM3 setting).

  • Wrong password (copy from dashboard solved).

  • 4 ft delta between two networks (feet units and datum alignment).

  • DJI Terra “baseline exceeds limit” (PPK base choice, live sessions were 0.7–21 km with FIX).

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One‑liner you can paste to a teammate

Checklist:

Outdoors ✓ 

GGA ON / Start Transmitting ✓ 

Host (region) + Port 2101 ✓ 

Mountpoint = AUTO (ALL CAPS) ✓ 

RTCM3 ✓ 

Correct username/password ✓

If still no FIX, send a GGA line + screenshot to [email protected].

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