# Troubleshooting & FAQ ## Start Here -- The 4-Point Checklist Before investigating further, check these four items. **They resolve about 90% of support requests.** 1. **Credentials:** Are you using the NTRIP credentials from the [RTKdata Dashboard](https://rtkdata.com/my-account/rtk-credentials/)? Your website email and password will not work. The NTRIP username starts with `rtk`. 2. **Mountpoint:** Did you type `AUTO` in ALL CAPS? The mountpoint is case-sensitive. `auto`, `Auto`, and `auto_wgs84` will all fail. 3. **Outdoors:** Is your device outside with clear sky visibility? You need at least 5-6 satellites before RTK can work. 4. **GGA enabled:** Is your device sending its position (NMEA GGA) to the caster? Without GGA, the caster cannot assign a base station and you will receive zero data. *** ## Symptom: No Corrections / "Waiting for Base" You are connected (the source table loads or the login succeeds) but no correction data arrives. Throughput shows 0 kB/s. **Things to check:** -GGA output is enabled. Look for "Send NMEA to caster", "Send receiver position", or "Transmit GGA" in your app settings. Set the interval to **1 second (1 Hz)** if adjustable. -You are **outdoors** with a satellite fix. The device needs an autonomous position before it can send GGA. -Mountpoint is exactly `AUTO` (or one of the other valid options, all in ALL CAPS). -Your subscription is active and not expired. -If using DJI: the **drone itself** must have a satellite fix before RTK can connect. Do not test indoors. > **Why this happens:** RTKdata uses your position to select the nearest base station. If the caster never receives your location, it cannot route corrections to you. See [NTRIP & GGA Essentials](https://docs.rtkdata.com/integration-hub/ntrip-clients-and-field-software/ntrip-and-gga-essentials). *** ## Symptom: "Auth Failed" / "Invalid Password" The connection is rejected immediately after login. **Things to check:** -You are using NTRIP credentials (username starts with `rtk`), **not** your website email and password. -No trailing spaces were copied with the username or password. Try retyping manually. -Your subscription or free trial has not expired. Check at [My Account](https://rtkdata.com/my-account/). -Another device is not already connected on the same data stream. A second connection will kick the first one off. *** ## Symptom: Stuck on FLOAT Your device is receiving corrections (data throughput is above 0) but accuracy stays at 20-50 cm and never reaches FIX. **Things to check:** * **Sky view:** Move away from tall buildings, dense tree canopy, metal structures, and power lines. RTK needs clear sky above roughly 15 degrees from the horizon. * **Internet quality:** RTK is latency-sensitive. If your connection has more than 1 second of latency, FIX may not be achievable. Use 4G/LTE rather than 3G. Keep your phone close to the controller if using a hotspot. * **Mountpoint:** Confirm you are using `AUTO` in ALL CAPS. * **Wait:** Initial convergence can take up to 90 seconds even in good conditions. If FLOAT persists beyond 2-3 minutes, investigate the points above. * **Coverage:** Verify you are within range of a reference station. Check the [Coverage Map](https://rtkdata.com/coverage/). AUTO selects the nearest base, typically within 30-50 km. * **Disconnect and reconnect** the NTRIP client to force a fresh session. *** ## Symptom: Connection Drops or Times Out You connect successfully but the connection drops after a few seconds, or the hostname cannot be resolved. **Things to check:** * **DNS resolution:** Some older controllers and tablets cannot resolve hostnames. Use the IP fallback instead: | Region | Hostname | IP Fallback | Port | | ------------- | ----------------- | --------------- | ---- | | Europe | `eu.rtkdata.com` | `3.73.41.96` | 2101 | | North America | `rtk.rtkdata.com` | `13.56.117.10` | 2101 | | Australia | `aus.rtkdata.com` | `54.206.56.130` | 2101 | * **Firewall or VPN:** Ensure outbound TCP on port 2101 is not blocked. Disable any VPN. * **Mobile carrier restrictions:** Some carriers block non-standard ports. Try a different network or Wi-Fi hotspot. * **Concurrent connections:** If two devices share the same credentials, they will repeatedly kick each other off. Each simultaneous connection needs its own data stream. *** ## Symptom: Wrong Coordinates or Height Shift You have a solid FIX but your points are consistently shifted by 0.5-1.5 meters compared to local maps or previous survey data. **Things to check:** * **Reference frame mismatch:** The `AUTO` mountpoint delivers corrections in your regional datum (e.g., NAD83, ETRS89, GDA2020). If your GIS or field software expects a different frame, you will see a systematic offset. See [Coordinate Systems & Datums](https://docs.rtkdata.com/get-started/coordinate-systems-and-datums). * **Ellipsoidal vs. orthometric heights:** RTKdata delivers ellipsoidal heights. If you compare these to mean-sea-level elevations without applying a geoid model, the difference can range from a few meters to tens of meters depending on location. See [Understanding Heights](https://docs.rtkdata.com/get-started/understanding-heights). * **US Survey Feet vs. International Feet:** In the US, confusion between these two units causes a steady offset of about 1.2 m (4 ft). Check your controller's project unit settings. * **Epoch mismatch:** If you are comparing to old control points, tectonic plate motion may have shifted the ground since those points were established. Consider using the mountpoint that matches the epoch of your control data. *** ## Frequently Asked Questions **Q: Do I need a physical base station on the ground?** No. RTKdata is a Network RTK service. The 20,000+ reference stations in the network act as your base. You only need your rover or drone and an internet connection. **Q: Can I use one set of credentials on two devices at the same time?** No. Each concurrent connection requires its own data stream (subscription). If two devices share the same credentials, the second connection will disconnect the first. Add data streams from your [account dashboard](https://rtkdata.com/my-account/). **Q: What accuracy can I expect?** Under good conditions (open sky, stable internet, within coverage): **1-2 cm horizontal** and **2-3 cm vertical** with a FIX solution. See [Accuracy Expectations](https://github.com/Konstihh/rtkdata-docs/blob/main/get-started/accuracy-expectations.md). **Q: What happens if I lose internet during a flight or survey?** Your device will degrade from FIX to FLOAT (20-50 cm, lasts 10-30 seconds) and then to SINGLE (1-3 m, standard GNSS). Photos or points collected after losing FIX may need adjustment using ground control points. **Q: Does the free trial have any limitations?** No. The 30-day trial provides the same service as paid plans. It ends automatically with no charges. One trial per user. [Start your trial](https://rtkdata.com/try-rtk-corrections-free-for-30-days/). **Q: Which mountpoint should I use?** Use `AUTO` unless your project specifically requires WGS84, ITRF2020, or ITRF2014. AUTO matches the regional datum for your area. See [Network & Mountpoints](https://docs.rtkdata.com/get-started/network). *** > **Still stuck?** Email with: > > 1. A screenshot of your NTRIP settings. > 2. A screenshot of the satellite/RTK status on your device. > 3. Your device brand, model, and the app you are using.