Cloud API Troubleshoot Guide

1.1 Drone Operations Center – Cloud API Stream Troubleshooting

Before you start:

If your live video or telemetry stream from DJI Pilot 2 does not appear in AirHub, the cause is usually related to the Cloud API connection, an incorrect workspace selection, or a weak internet connection.

This guide explains how to confirm your workspace, refresh the DJI Pilot 2 connection, and check your internet speed to restore a stable live stream.

1.2 Verify You Are Streaming to the Correct Workspace

1. Open the Ground Control app on your controller or device.

2. From the left-hand menu, select Workspace (the lowest option in the list).

3. Press the Workspace Selector at the top.
   • The default workspace is usually your Personal Environment or the last one used on that device.

4. Select the correct workspace that you want to stream to.

5. Once selected, any live video or telemetry stream will link directly to that workspace in the Drone Operations Center.

If the wrong workspace is selected, your stream will not appear in the DOC.

1.3 Refresh the DJI Pilot 2 Cloud Service

If your stream or telemetry still does not appear, refresh or reset the Cloud API connection within DJI Pilot 2.

1. Open the DJI Pilot 2 app on your controller.

2. On the landing page, press Cloud Service.

3. Select Open Platform.

4. At the top of this page, you will see Third Party Cloud Services.

5. Press Refresh and wait for both Telemetry and Stream indicators to turn green and display Connected.
   • This process usually takes around one minute, depending on your internet connection.

If refreshing does not resolve the issue:
1. Press Log Out in the Third Party Cloud Services view.
2. Log back in and ensure the URL is set to: https://dji.airhub.app
3. Press Connect.
4. The app remembers your last login, so you will not need to re-enter your credentials.
5. Wait for both Telemetry and Stream to connect and display Connected in green.

Additional step:

If the stream is still not visible, switch the workspace once inside Third Party Cloud Services:
• Change to a different workspace, then switch back to the correct one.
• This often triggers DJI Pilot 2 to re-sync telemetry and streaming data.

1.4 Selecting the Correct Workspace After Logging In

After reconnecting to the Third Party Cloud Services, confirm that you are in the correct workspace:

1. You can only change the workspace after telemetry has connected.

2. Make sure your drone is powered on to allow telemetry to initialise.

3. Once telemetry is active, select the correct workspace from the list.

4. Wait until both the Telemetry and Stream indicators turn green and show Connected.

1.5 Check Your Internet Connection

A strong and stable internet connection is critical for Cloud API streaming. Weak connections, especially with low upload speeds, can interrupt or prevent the live feed from connecting.

Important:
• Ensure your controller or device has a reliable internet connection.
• Test your connection on www.speedtest.net.
• If your upload or download speed is significantly below 100 Mb/s, the stream may experience lag, interruptions, or disconnections.
• Poor Wi-Fi or unstable mobile data are common causes of these issues.

For the best performance, use a high-speed network with sufficient upload capacity, along with the correct ports open in the firewall you are using.

1.6 Summary

If your Cloud API stream does not appear in AirHub:
• Confirm you are streaming to the correct workspace in both Ground Control and DJI Pilot 2.
• Refresh or reconnect via the DJI Pilot 2 Cloud Service → Open Platform → Third Party Cloud Services path.
• Switch workspaces once inside DJI Pilot 2 to trigger a re-sync.
• Check your internet upload speed to ensure stable live streaming.

Following these steps will restore your Cloud API stream and ensure telemetry and live video data appear correctly in AirHub.

If these steps do not solve the problem, please do not hesitate to reach out.