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Frequently asked questions are answered in the FAQ section.
Information for problems with firmware upload is here.
Frequently asked questions are answered in the FAQ section.
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+5
Answered
constant beeping while charging
Just received my new plane. When charging, there is a constant beep but no blinking lights. Is it defective?
Answer
Prashant Vaibhav (The 'tech' guy)
10 years ago
We have identified an issue with the battery on some SmartPlanes which were produced between Sep'13 and Jan'14. We will replace such units free of cost.
Replacements
We're preparing a batch of individually retested SmartPlanes (right here in our office!) to be sent to the US and EU warehouses shortly. Once it's arrived, I will post an update. At that point, you should contact support@tobyrich.com and ask for a replacement. It will be shipped to you free of cost. You won't have to send us your old SmartPlane.
Refunds
If you don't wish to wait and would rather get a refund, proceed as follows:
Replacements
We're preparing a batch of individually retested SmartPlanes (right here in our office!) to be sent to the US and EU warehouses shortly. Once it's arrived, I will post an update. At that point, you should contact support@tobyrich.com and ask for a replacement. It will be shipped to you free of cost. You won't have to send us your old SmartPlane.
Refunds
If you don't wish to wait and would rather get a refund, proceed as follows:
- If you purchased the SmartPlane directly from us (i.e. our webshop), please contact support@tobyrich.com with your order number or full name used while purchasing.
- If you've ordered on Amazon, Touch of Modern or another retailer, please get in touch with them for a refund.
Answer
Prashant Vaibhav (The 'tech' guy)
9 years ago
This is a known problem with fully discharged batteries. Please send an email to support@tobyrich.com describing the problem. It goes into our tracked support system and your problem will be solved asap!
More information is on this thread:
http://smartplane.userecho.com/topic/518056-constant-beeping-while-charging/
More information is on this thread:
http://smartplane.userecho.com/topic/518056-constant-beeping-while-charging/
+3
I can't find the smartplane APP
What has happened to the smartplane app. I can't find it in the app store
+3
Fixed
Locked on the "searching" screen
The first flight has been a success. After the first battery recharging, the app stays on the screen "searching" and does not want to connect a second time ?. The Bluetooth is on. Can you help please ?
Answer
Prashant Vaibhav (The 'tech' guy)
9 years ago
We've never encountered this during testing. Try these:
How close do you keep your iPhone to the plane? Can you try moving the iPhone between the two wings, very close close/touching the white cockpit?
re you sure your Bluetooth is turned on? :)
Can you try turning WiFi off (it may interfere)? Is the battery fully charged?
Is the Bluetooth icon on the status bar dark grey or white? If it's white it may already be connected. Does the white LED on the plane blink 2 short strokes, or longer on/off? If it's two short strokes it is already connected. Can you try pressing the searching screen with 2 fingers to force-remove it, and then trying to turn the motor on with the throttle slider?
How close do you keep your iPhone to the plane? Can you try moving the iPhone between the two wings, very close close/touching the white cockpit?
re you sure your Bluetooth is turned on? :)
Can you try turning WiFi off (it may interfere)? Is the battery fully charged?
Is the Bluetooth icon on the status bar dark grey or white? If it's white it may already be connected. Does the white LED on the plane blink 2 short strokes, or longer on/off? If it's two short strokes it is already connected. Can you try pressing the searching screen with 2 fingers to force-remove it, and then trying to turn the motor on with the throttle slider?
+2
Why can’t I find the app on my phone
Idk where to find the app and I don’t know what country or region the app is available in
+2
Not a bug
Turns harder to left, softer to right. didn't work like that at first
having fun with my SmartPlane! maybe i crashed it to many times getting the hang of it, but now, when i tilt phone to right, the plane turns very softly. when i tilt phone to left, it turns very hard, and usually dives for the ground, unless i back off on power and stop the turn quickly. on right turns, i tilt the phone hard and it barely turns. the plane didn't do this the first 10 flights or so. nothing appears bent, the rudder swings smoothly when i flip it with my finger. any ideas? 'flight assist' is on, trim was off, turning it on didn't seem to do much.
+2
I am connected but the prop does not move... I accelerate on the smartphone but nothing happens
My smartphone is connected. the light on the plane is a steady on off.. when I move the lever on the phone to accelerate the place it does not move the prop.. The power meter on the phone app shows 100% but no prop.. This is my second plane.. Someone PLEASE HELP ME
+2
Completed
App update coming up
Just before the launch of SmartPlane, an app update is coming up on the iPhone App Store with several enhancements - most notably an updated firmware which fixes a few important bugs and improves stability. If you have a pre-release product, be sure to update to the latest app before you activate a retail SmartPlane!
The change log is as follows:
- Updated: for iOS 7
- Updated: v204 firmware
- Added German translation
- Fixed: Typographical error on firmware upload screen
- Fixed: FUEL gauge no longer shows higher than 100%
- Fixed: Radar not animating initially
Answer
Prashant Vaibhav (The 'tech' guy)
10 years ago
UPDATE 15 May 2014:
We are happy to announce that the beta version of the SmartPlane app for Android is now available on the Google Play store!
Note: please check if your SmartPlane packaging has the Google Play store logo. If it does not, then you have an older batch. But don't worry, it will still work with Android! You will need to find a friend with an iPhone/iPad/iPod touch and perform the "first flight setup" procedure. This is a one-time process and takes only 2-3 minutes. After that you can fly your SmartPlane with the Android app at any time.
If your SmartPlane packaging has the Google Play store logo, or if you've flown it with the iOS app before, then this setup is not needed.
We are happy to announce that the beta version of the SmartPlane app for Android is now available on the Google Play store!
Note: please check if your SmartPlane packaging has the Google Play store logo. If it does not, then you have an older batch. But don't worry, it will still work with Android! You will need to find a friend with an iPhone/iPad/iPod touch and perform the "first flight setup" procedure. This is a one-time process and takes only 2-3 minutes. After that you can fly your SmartPlane with the Android app at any time.
If your SmartPlane packaging has the Google Play store logo, or if you've flown it with the iOS app before, then this setup is not needed.
+1
Plane nose dives every time
No matter how I hold my phone, the plan nose dives as soon as it takes off. Is there a solution to this? Or is it defective?
Customer support service by UserEcho
