Most Often Asked

Software Update Problems

Please note the latest release notes that can be found https://wiki.jetvision.de/wiki/Radarcape:Version_History

⇒ all newer releases need to install a patch release beforehands: https://wiki.jetvision.de/wiki/Radarcape:Version_History#Version_250807.0003.02

Reason for the 1st step is to get rid of errors like this:

 Err:3 http://deb.debian.org/debian buster Release
   404  Not Found [IP: 146.75.74.132 80]

Instead it should afterwards reference to http://archive.debian.org/debian

If you experience problems installing a new version

1st step: Patch the system

Please go to Settings -> Software Maintenance -> Software Update.

you should see 251112.2000.02 (or later) prewritten there overwrite this with 250807.0003.02. Mind any spaces before and after these numbers press Update and wait 3 minutes

Note: there won't be any update of the installed version number in the title bar after this step. This change fully and only stays in the background. Please proceed to the 2nd step without expecting any output.

2nd step: Install update

Please go to Settings -> Software Maintenance -> Software Update.

You should see 251112.2000.02 (or any later version prewritten there)
press Update and observe the progress.

If then the 251112.2000.02 (or other) does not install, share your output with [email protected]

Intermittant Operation, Slow Reaction Time

There are cases with a slow reaction time. There are reports when updates of the web pages, or the data to the interfaces, are not happening in real time.

In this case, look for the diagram in Statistics -> Receiver Performance in the 5 minutes time interval. In case it shows a staircase pattern, like below, your device has a problem with resolving the link to the jetvision MLAT server for MLAT processing:

There are several possible reasons:

• Most of the time your device is located in a private network, behind firewalls, and does not have internet access at all.
  Solution: You need to disable the connection to the MLAT server in Settings -> jetvision MLAT network -> Set "Enable MLAT" to "Disabled".
  You need a commercial license to have this option.

• Your network may have DNS resolution failures or problems or whatever else.

• We've seen cases with a partly configured IPv6 or misconfigured IPv6 with the result that mlat.jetvision.de was not accessible. Correctly configuring IPv6 in your router or disabling IPv6 in the Radarcape/Airsquitter network settings (Settings -> Network -> Wired Network Settings / WiFi Settings) may help.

• In case you have configured static network settings, be sure your DNS setting is correct.
  Sadly, there is about one support case per month with exactly such a problem.

Note: Using the Radarcape/Airsquitter as a NTP reference may not be possible with this issue in backhand, too.

Web Shop Orders

We regularly receive inquiries — some even including links to our webshop — asking for a written quote or raising other questions, such as:

• Can institutions such as government agencies, schools, or organizations receive delivery on invoice (net payment terms)? Absolutely! We completely understand that for some customers, "advance payment", as it is required by our webshop, simply isn't how their procurement process works.

• International shipping: Absolutely! Since we started our business, we've shipped to roughly 100 countries without any issues. Our shipping partner, Mail Boxes Etc. (MBE) Augsburg, supports us here with all their expertise, and also gives us access to some specialists like e.g. Aramex.

• Dealer/distributor in the USA, Japan, or elsewhere? No! We ship directly from Germany, a country that's very straightforward from a customs perspective, and through our shipping partner Mail Boxes Etc. (MBE) Augsburg we have a great amount of experience in international shipping. Exception: Chinese customers please contact General Aviation Electronics Technology Co., Ltd.

• VAT ID: Yes! Our webshop can handle EU country tax rates and process tax-free purchases when a valid VAT ID is provided.

• Electronic Documents: Yes! Some keywords about what we are able to fulfill: XRechnung, ZUGFeRD (incl. Factur-X), Peppol BIS Billing, Peppol network, E-Rechnung, EN 16931 conformity, GoBD conformity archive

• Shipping time: Shipping for webshop articles mostly happens during the next 1-3 days. Goods out of stock are -mostly- indicated properly.
  Note: Those 1-3 days is until a shipment leaves our warehouse, it does not cover the duration of transport, customs handling and other influences while on the way. (You think that is obvious? Well, we can tell differently)

• Shipping costs: Shipping costs for all countries are already set up in the webshop. Based on our experience, we ship almost exclusively via express parcel outside Europe — and this is also correctly reflected in the webshop.

• Tracking number: We do have a tracking number for every shipment, even if you haven't received one by email. Only in truly exceptional cases might we send a package without tracking. We'd really appreciate it if you could only reach out asking for the tracking number when there are genuinely signs of a problem on the horizon.

• Shipping label provided by the customer: Yes, this is possible in principle — though to be honest, it's not our favorite option. It creates extra work on our end, makes handling more complicated, and the scheduled pickup usually doesn't go smoothly. That said, we're glad to accommodate it when it makes, for example, customs clearance, easier for you.

• I just want to put together pricing for certain items, without being obligated to order? Simply go through all the checkout steps and just don't complete payment. Our shop automatically removes the order after a certain period if no payment is received.
• Reseller discounts: We're happy to offer these once we've built up a longer, reliable business relationship together.

• Volume discounts: These generally start at 25 pieces, and even then we like to keep the final decision flexible on a case-by-case basis.

• Need a quote for your internal process? In many cases, it's enough to simply add all the items to your cart, enter your address so the webshop can calculate shipping costs, and take a screenshot of that — this can often serve the same purpose.

If you've already put together your items in our webshop, all the relevant questions above have been answered, and there's nothing else standing in the way, we'd kindly ask you to place your order directly through the webshop. This avoids potential errors from manually transferring information, gets your goods shipped faster, and overall makes the whole process run much more smoothly. For some cases of manual handling we reserve the right to charge a service fee under certain circumstances.

If you do need a formal PDF quote for your process, or if you have any further questions, we're more than happy to assist you personally.
Just keep in mind that this takes a bit more time, whereas our webshop is automated — which also means faster shipping for you.

Commercial License and other License Keys

We're also frequently asked:

Is a Commercial License required for me? The name is a bit historical — today it would really be called a "Private Customer Discount," in order to reflect that our high-quality devices remain affordable for private users. So unless you're a private user, the Commercial License is required. Also read about possible problems without a CL

Is the Commercial, Asterix CAT021, Neuron, or Alarm License a one-time or recurring fee? One-time only — it's paid once at purchase. It's installed on the device before shipping and is also included as a printed document.

Can a license be transferred from a defective device? Only if the device is sent back to us, and only after we've received it.