This guide outlines the initial steps users can take prior to reaching out for assistance. In order to help address questions or issues as quickly as possible, more specifics about the issue experienced and steps taken so far will help us better identify and resolve any issues. Please also refer to the recorded training videos as well as the workflow presentation to confirm proper procedures.

There are 3 generic troubleshooting steps to try prior to reaching out to resolve minor issues.

Please try to log into the web dashboard (https://air.aloft.ai/) and confirm your username and password are correct and that you’re experiencing the issue on the web and in-app. If neither login is working, use the Forgot Password tool after entering your email on login.

If you are still having issues after resetting your password, please reach out to support@aloft.ai and include where the issue is happening, if there are any errors or messages, and the type of device (ios, android, windows, etc.)

Once a user is logged in, their security token is saved to the device and is good for 30 days. Every time a user opens the app, while online, that token will refresh. To help ensure your token remains valid, make sure to log in or open the app prior to going offline.

Users in the field without a data connection can try enabling/disabling airplane mode on their mobile device to pick up any local towers. This may provide enough connection to get logged in again. Users can also leave airplane mode enabled to prevent any issues with sporadic internet connectivity.

This is likely due to changes in the workflow since your initial login. To refresh the workflow, please log out and then back in again.

Make sure to complete your checklist and risk assessments in their entirety, marking all items. In some cases, you will be required to address each item before being allowed to continue. Also, make sure that you proceed through the post-flight process to upload your flight logs and compliance steps. If you don’t proceed through post-flight and close the app, your data may be lost.

Be sure you’ve entered and verified your phone number as well as your Part 107 certificate number and the latest issue date. Also, make sure you’re requesting LAANC inside controlled airspace and that the LAANC system is active.

Air Control supports most of the DJI product line with inflight support within the app. This is often limited to what’s included in the available SDK. Support for the latest drones may be delayed based on what’s included in this SDK. If you’re unable to connect directly through the app, you can proceed with the workflow by taking advantage of manual flight logs to record flight activity. Please note, Air Control does not yet support flying DJI drones that are flown in the DJI Fly app.

There are 3 qualifications for missions to appear in the app. 1) Approved status. 2) Past the start time. 3) Assigned to you as a PIC or crewmember. Also, logging out and back in may resolve any permission issues, but this would only be required once to pick up the latest.

It’s also possible the Mission has been completed or closed by mistake. You can double-check this in the app by switching the Mission filter to Completed. In this case, while in the field, users can proceed to log flights in a separate mission and they can be combined via the web after the fact as needed.

It’s important that although we completed the flight, make sure to leave the Mission “in progress” so that it’s accessible from the Mission list until the operation is fully completed.

Make sure to continue all the way through the post-flight process to sync the logs back to the web. Do not swipe the app closed in the middle of a session. Once you’re done flying at the location, tap the red Exit button and proceed to post-flight. Follow the guidance, leave the mission in progress, or complete it if you no longer have flights to add.

This is likely related to permissions. To update permissions, please log out and log back in. If this does not resolve the issue, please reach out to your Admin or support@aloft.ai.

After creating a mission and logging flights, do not close the app until the post-flight process has been completed. This is needed to save the logged information and sync it to the web (even if online).

The mission was likely completed by accident.

This is an app permission that needs to be allowed. Please restart the app and you should be prompted to allow the location permission.

Please verify you’re on the latest version of the app available.

If you’re reaching out about an issue with a particular drone, please include model details, and the current firmware version (and check for updates).

If you’re reaching out about an issue with a mobile device, please include the model, OS version, and ensure available updates are installed.

If you’re reaching out about an issue with the mobile app or web dashboard, please include a detailed description of the issue you’re experiencing, any of the above troubleshooting steps that have been attempted, as well as any videos or screenshots depicting the issue as this is extremely helpful to resolve as quickly as possible.

Support@Aloft.ai