Sign-in problems
“Incorrect email or password”
Section titled ““Incorrect email or password””The most common error. Check:
- Is the email exactly the one you registered with (case doesn’t matter, but the full address does).
- Is the password exactly correct (case-sensitive, digits). Caps Lock OFF!
- The password must be at least 8 characters — if you’re trying shorter, you’re probably trying an old password.
If you’re sure the email + password are right but it still errors, request a new password via the portal’s Forgot password link. See Sign in & password management.
”Account is not confirmed”
Section titled “”Account is not confirmed””You haven’t clicked the confirmation email from registration.
Fix:
- Try signing in with the same email + password on the portal (the portal allows it).
- The UI offers a “Resend confirmation email” button.
- Click it, check your inbox (also spam folder).
- The Verify email button activates the account.
”Account is suspended”
Section titled “”Account is suspended””A rare case — we manually suspended the account:
- Unpaid invoices (expired card, missed payments for months)
- Security concern (suspicious sign-in)
- EULA not accepted after 30 days
Fix: contact us via the portal support form. Usually unblocked within 1–2 business days.
”Session expired”
Section titled “”Session expired””After 30 days offline, or after revoking the device on the portal, the desktop app automatically signs out.
Fix: sign in again with the same email + password.
”No internet connection”
Section titled “”No internet connection””The first sign-in (on a new device) needs internet. If it’s missing:
- Check Wi-Fi / Ethernet connectivity.
- Open a browser and try my.dronefield.app.
- If the browser also can’t reach it, you have a network issue — escalate to your network admin.
- If the browser works but the app doesn’t, a firewall
might be blocking DroneField’s network calls. Whitelist
*.dronefield.app.
”Application in an endless sign-in loop”
Section titled “”Application in an endless sign-in loop””Rare but it happens — Keychain can become corrupted (e.g. after a macOS major upgrade). Symptom: the app signs you in and immediately asks again.
Fix:
- Quit DroneField (
⌘Q). - Open Keychain Access (Spotlight:
⌘Space→Keychain). - Search for “DroneField”.
- Delete the entries found.
- Restart DroneField and sign in again.
The token is freshly written and the issue resolves.
”Firewall is blocking”
Section titled “”Firewall is blocking””Many corporate networks run firewalls. DroneField needs to reach:
api.dronefield.app— main API (port 443/TCP)cdn.dronefield.app— installer download (port 443/TCP)s3.eu-central-1.amazonaws.com— intermediate cache (optional, for the installer)
Also verify in the Mac System Settings → Network → Firewall that DroneField is allowed for inbound / outbound connections.
”The sign-in screen doesn’t appear”
Section titled “”The sign-in screen doesn’t appear””The app launches but you see a blank / empty window.
- Resize the window — sometimes the WebView size is 0 after a restart.
- Clear the cache — empty
~/Library/Application Support/DroneField/Cache/. - Restart macOS — rarely the system WebView engine is stuck.
”Can’t open my.dronefield.app”
Section titled “”Can’t open my.dronefield.app””The portal isn’t reachable in your browser.
- Try another browser (Safari, Chrome, Firefox).
- Incognito / private mode — for cookie conflicts.
- DNS — try pinging:
ping my.dronefield.appin Terminal. If no reply, the DNS resolver has a problem. - ISP-level block — request a check, or try via mobile hotspot.
Two-factor authentication (2FA) errors
Section titled “Two-factor authentication (2FA) errors”2FA is not in DroneField yet. If anyone asks you for it, you likely received a phishing email — do not enter your credentials, do not click anything, report it through the portal support form.