Troubleshooting overview
This section collects the most common problems and their solutions. Click through to the detailed pages from the left sidebar.
Quick reference
Section titled “Quick reference”| Problem | Where to look |
|---|---|
| Can’t sign in | Sign-in problems |
| ”MRK file not found” | Import errors |
| ”Unsupported drone” | Import errors |
| Processing crashes / hangs | Processing errors |
| Banded / blotchy NDVI | Processing errors |
| ”Licence info unavailable” | Licence & credit errors |
| Subscription is active but says “No active plan” | Licence & credit errors |
| Map is blank / only grey | Map / projection errors |
| Boundary lands in the wrong place | Map / projection errors |
Filing a bug report
Section titled “Filing a bug report”If your problem isn’t here, or the fix doesn’t help, write to us via the my.dronefield.app portal’s support form. Always include in the report:
- The exact error message (screenshot is best)
- The contents of the
Settings → Diagnosticspanel (copy the text) - The image and drone type (P4R / P4M / M3E / M3M)
- The image count and project size
- The macOS / Windows / Linux version (
Apple menu → About This Mac/winver/lsb_release -a)
With these details, we can help much faster.
Locating logs
Section titled “Locating logs”DroneField writes detailed log files to ~/Library/Logs/DroneField/
(macOS) or the equivalent path on Windows / Linux. Find them under
Settings → Diagnostics → Export logs — a ZIP for the support
ticket.
The logs do not contain sensitive data (imagery, coordinates, or email addresses) — safe to share.
When to restart?
Section titled “When to restart?”DroneField rarely needs a restart, but a few cases call for one:
- “Session expired” — sign out, restart, sign back in
- Map tiles won’t load — switch map provider, or refresh the network
- Memory leak (after several-hour sessions) — close and reopen
Your projects don’t get lost on restart — everything stays on disk.
Keeping the app current
Section titled “Keeping the app current”The most common fixes ship in the latest version. Before filing a report:
- Settings → Updates
- If a newer version exists, install it
- Try to reproduce the issue afterwards
Rolling back to a compatible version
Section titled “Rolling back to a compatible version”If a new release surfaces a bug, you can temporarily roll back:
- Portal Downloads → older versions list
- Install the older installer over the current
Simultaneously report the issue so we can fix it in the next release.