IP Address Not Known - DroneMobile Unable to Communicate After Security Update

UPDATE August 15th, 2019 - This issue has been resolved. If you are still seeing this error, please try logging out and logging back into the DroneMobile app. Alternatively, try logging onto the DroneMobile website at https://accounts.dronemobile.com and sending commands from our new Control Center. If you are still experiencing issues, please submit a support request.

IMPORTANT NOTE: If you have a DR-3100 (Verizon CDMA) device, reactivation of these devices has been slightly delayed and could take up to 48 hours to fully restore. If your system's serial # starts with "JD", you have a DR-3100 or DR-3100R and will be affected by this outage.

If you do NOT have a DR-3100, but continue to receive the message "IP Address Not Known", this is because your DroneMobile system cannot connect to your local cellular network.

The best way to re-establish cellular network is to ensure that your vehicle is parked in an area where it can receive cellular connection. Avoid parking next to electric power lines, very large buildings, or large trees at least until your DroneMobile system has re-established cellular connection. Note: just because your cell phone has cellular service does not necessarily mean that your DroneMobile system will as they may communicate using different networks.

If you believe your vehicle is parked in an area with decent to good cellular coverage, please try logging out from the DroneMobile app and logging back in. Then, try to resend your desired command. Alternatively. you can also login to the DroneMobile.com website and use our new "Control Center" feature and control your vehicle from a web browser.

If neither of the above actions work, please send us a support ticket here: https://support.dronemobile.com/hc/en-us/requests/new?ticket_form_id=30425

Our DroneMobile support team will attempt to remotely force a reset of your DroneMobile system to prompt reconnection. When you contact us, your DroneMobile Support Team Member may also request that you attempt to manually reset your DroneMobile device: either by disconnecting the negative battery terminal of your vehicle or by performing a key cycle reset. Note, please do not do either of these things without the instruction of a DroneMobile Support Team Member. In some cases, a visit to your original place of installation may be beneficial.

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