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FAQ

Questions about starting up your drone? Check out our How-To videos at youtube.com/protocolny


In order to qualify for the warranty, the purchaser must contact us using the form on the "Contact Us" page within the warranty period stated on the packaging. Instructions for the return will follow once we have been contacted. The warranty period begins from the time of purchase. Please retain proof of purchase as this will be used to prove warranty. Without the proof of purchase, the product is disqualified for replacement. The warranty does not cover transportation damage, misuse, crashes, accident, or similar events.
The warranty can be found in the instruction manual and on the packaging of the product. If you are unsure of the warranty, please contact us at info@protocolny.com. Typically, our products are warranted for 1 year from the date of purchase. The exceptions are:
1. RC Helicopters and Drones – all RC products are warranted for 30 days
2. Boxing Products – all boxing products are warranted for 90 days
3. Pet Chew Toys – pet chew toys do not carry a warranty
First, check your credit card statement to make sure the order was processed. If your credit card was charged and you have not received your kit, then please contact us using the form at the bottom of this page.
For the fastest response, send us an email using the form below. Your message will be sent directly to our customer service department, and will be processed quickly. Alternatively, if you do not have access to email, you can call our general mailbox at 1-800-261-1193.




It varies from unit to unit but generally, you can expect 7-8 minutes of flight per charge. Check the corresponding instruction manual to your product in our Instruction Manual section for more specific time.

Overcharging the battery will eventually cause the battery to wear out and not hold its charge as well.  Overcharging can drain and possibly permanently damage battery.

Do not leave a charging battery unattended. Make sure you are in the room where it is charging and make sure to check on it as you charge.


Flying Your Drone

Infrared Remote – signal operates through light, great for indoor use or outdoors on cloudy days. Infrared remotes can be affected by sunlight.

Radio Control – signal operates through a radio frequency, not affected by light

The battery may not be fully charged. Make sure the battery is charged according to the instruction manual.  If the battery is fully charged and the drone is still not lifting, contact us through the form below.

If your drone or helicopter spins to right or left, it may not be trimmed.  You can trim it using the remote control and following the instruction manual. Please note, some drones do not have trimmers as they are supposed to correct spin automatically.

If your drone or helicopter veers or banks to the right or left on its own, it may not be trimmed.  You can trim it using the remote control and following the instruction manual. Please note, some drones do not have trimmers as they are supposed to adjust automatically.

To prevent “fly-away” situations (where drones seem to fly away out of control) it is important to first test and practice within close range before letting the drone fly too far away. Each drone is designed to land if the radio signal is lost. (But, this should not be considered a landing procedure or normal flight practice.) It is important to know and test the range of your drone before flying. We recommend turning on and syncing the drone and walking away while testing the engines. Keep walking and testing until it is obvious when you reach the point where the signal is not controlling the drone. This will be the control limit for the conditions in which you are flying. Distance does vary somewhat based on environmental and weather conditions, so testing the limit is advised. Fly in a range that is good for easy visual operation of the drone.

IF YOU CAN’T SEE YOUR DRONE, THEN YOU CAN’T CONTROL YOUR DRONE.

* Fly-aways are not covered by warranty as they are overwhelmingly caused by pilot error.



Parts

• All drones have two blades that spin clockwise and two blades that spin counter-clockwise.

• Make sure to place the blades on the correct axis or they will not spin correctly and the drone will not lift.

• Each blade is marked with A or B. If you do not find the letter on the top of the blade, look underneath. There may be a number after the letter but you can ignore the number.

• There is a graphic in the troubleshooting section of your instruction manual indicating blade placement.  Below is an example of what that graphic will look like:
Many of our drones and helicopters include spare blades and other parts in the packaging. We also have spare part kits which include the most commonly replaceable parts. They can be purchased at ProtocolNY.com.
For many of our drones and helicopters, we do offer spare batteries for sale at ProtocolNY.com.
Please contact us using the form at the bottom of this page. We will try our best to get the part that you need but we cannot guarantee its availability. Also, if we find that we are receiving numerous requests for a type of part we do not carry, we will then put that part into production. Please note that we do not carry internal parts as they are not user-replaceable.


GPS

Kaptur GPS includes the four following features:

Return Home – Returns from take-off position with the touch of a button. 
Hold & Hover – Drone will hold in position and will hover in place automatically.
Geo-Fencing – Provides a virtual boundary that keeps the drone within transmission range.
Low Battery Return – Returns to home and lands when battery is low.



Other

You can find all of our current instruction manuals here:

http://www.protocolny.com/instruction-manuals

If you are still under warranty please contact us at info@protocolny.com with a copy of your receipt. If you are not sure if you are still under warranty that information can be found in the instruction manual and on the packaging of the product. Typically, our products are warranted for 1 year from the date of purchase. The exceptions are:
1. RC Helicopters and Drones – all RC products are warranted for 30 days 2. Boxing Products – all boxing products are warranted for 90 days 3. Pet Chew Toys – pet chew toys do not carry a warranty

FIND THE BEST PROTOCOL DRONE FOR YOU


 

We have APPs available for the below drones. Please note, your drone will say on the packaging if it is Wi-Fi enabled.

6182-3MXB         Slipstream Wifi
6182-7PA             Dot VR
6182-7BAXPC     Dronium Zero with Wifi
6182-7SN             Corsa VR
6182-7S                Dura VR
6182-7RC             Vento Wifi
6182-7BFA           Dronium 3X
6182-7X                Kaptur
6182-7XB             Kaptur GPS

It depends on the model of drone. Some of the drones will require you to use the app if you wish to record video and take photos with these drones. Other models will have an option to record video and photo direct from the remote. Check your packaging and instruction manual to see what your drone requires. If you only want to fly the drones, then you do not need to use the app.

For Apple products, the APPs are available in the APP store. For Android products, the APPs are available in Google Play. Type in Protocol plus the name of the drone in either store to find the desired APP. The APPs are free.

The APPs will run on most devices that use either iOS or Android operating systems.

Instructions on how to use the APPs are available on ProtocolNY.com.
Exit and re-enter the WiFi window in your device.

Turn the drone off, wait 30 seconds, and then turn the drone on.
Depending on the drone and device you are using, you may need to download the photos and video to your device. See the manual for instructions on how to save images and video.
The APPs record the video as either AVI or MP4 files. Make sure that your device and computer have video software able to play both file types.
Delete the APP from your device and re-download from the APP store or Google Play.
 
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