Good day.
How do I get support from Pix4d?
I don’t need Pixie, I need real one on one support please.
Kind Regards.
Johan.
Opened a ticket and haven’t heard a peep from them… So you ain’t alone this week.
Then you are one up on me. I can’t even get to open a ticket…buttons taking me around and around.
Good morning Johan,
The current workflow requires the user to first try to solve his problems through Pixie, since he was trained to provide accurate answers and assistance to most problems.
For the cases in which Pixie assistance wasn’t good enough, you will see that you have the chance to create a Support ticket - see link at the bottom of the chat with Pixie.
Once submitted, a member of our support team will reach out to assist you further.
Please let me know if you managed to create a support ticket, otherwise I’m available to help you with the next steps!
Best regards,
Diana Araújo
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Thanx for your reply Diana.
This was a shout out for assistance because Pixie couldn’t solve my problem. Kept on referring me to create a ticket. Then the buttons on your support page send me in circles without me seeing somewhere to create a ticket. I still don’t know where or how to create a ticket. Unfortunately my current workload doesn’t allow me to spend time searching on a community website for an answer.
So please assist or teach me how to create a ticket.
Thanking you in advance.
Kind regards
Johan
I understand and I’m sorry to hear that this workflow is not working for you.
As a UX designer, I’m happy to have a call with you to go through the steps together and try to understand where we need to improve the design, to avoid this happening to other users.
I’ll contact you via private message to set it up.
Best,
Diana
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Thanx Diana.
Maybe other users are not as dumb as I am, cause they manage to log tickets, and I can’t. 
Kind regards
Johan
Good morning,
I’m sorry to hear that you haven’t had an answer to your problem yet.
I have contacted the support team to get the status of your request and we will update you as soon as we can.
Best regards,
Diana Araújo
1 Like
Hi all,
This is Daniele from the technical support team.
Thank you for sharing your experiences with us!
@johan.vanderwesthuizen
Thank you for sharing your experience with Pixie with us, and I’m sorry to hear that it was not satisfactory. I’m happy to hear that you set up a call with Diana. It is vital for us that we make the experience as easy as possible for all our customers, which is why we are interested in what happened in your case.
In the meantime, if you want to contact us with a technical question, please click the Create support ticket button in the Pixie interface (image below). When filling in the form, make sure to enter the email address where your license is associated (technical support is offered to customers with valid licenses).
@unmanned
We received your ticket normally and you should have received an answer from us some minutes ago. Please expect around 24 business hours to get a reply from us if you are a standard support customer:
If you need faster replies, you can subscribe to Premium Support or ask Pixie.
Let me know if you have any questions.
Kind regards,
Daniele
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Good day Daniele.
Thank you for your reply.
Pixie is a frustrating piece of … in the bottom corner of my pc, useless, as I have tried getting answers, but nothing.
How to create the golden ticket is another frustration, your system sends me round and around searching for the button to create the ticket.
Diana will help me 20h00(NZ) on Monday to create a ticket.
In the meantime, I am without an answer or solution for my technical problem, more frustration.
I can’t even find my topic I posted yesterday……………
Currently actively searching for software to replace pix4d in our office….
Kind regards
Johan.
Please share your technical question/problem here, or write a PM to me here in the Pix4D Community.
Kind regards,
Daniele
Hello @unmanned,
According to our information, you created a request on the 22nd of January and you should have received a reply from my colleague, Daniel on January 23 2:18PM (CET). Please confirm that you received such a message or else we need to investigate the status.
Best regards,
Spachos Anastasis
Good day Anastasis.
I have indeed received an email from Daniele, but it was over the weekend and I only replied with an acknowledgement. We also had a public holiday yesterday.
I will send all info and continue the conversation this week.
Kind regards
Johan.
Good day Daniele
Thanx for email getting in touch with me.
I still can’t open a ticket, as even the link Diana send me don’t work.
I believe it is our company’s firewall blocking the link.
Here is my problem:
We are mine surveyors and survey areas of around 300Ha, at very different elevations.
We use the DJI Mavic3E with rtk receiver but do PPK processing in REDCatch.
We get very good results with our current settings and installing more GCPs as we go.
Every so often however we get areas where the images can’t be calibrated in Pix4D, leaving this area not useable.
Please see images attached.
I had REDCatch have a look at a previous dataset and they reported back that their process is correct and suggested that I contact you for your input.
Attached also find the log files from this project.
Below please find a link to the dataset as produced in PIX4D
Looking forward to your reply.
Kind regards
Johan.
(Attachment mara_comb_k1_m1_250122.pdf is missing)
(attachments)
2025-01-22_12-04-25.txt (2.68 MB)
2025-01-22_14-24-12.txt (1.66 KB)
2025-01-23_12-41-43.txt (1.66 KB)
2025-01-22_10-40-05.txt (10.5 KB)
Hello @johan.vanderwesthuizen
Thank you for explaining your workflow in detail. So it seems that only a part of the project is affected. Based on the data that you shared, my first recommendation would be to set the Pipeline to Trusted location and orientation instead of Standard to take advantage of your PPK workflow. This pipeline was created specifically for such cases and it should improve the result significantly.
Let me know how this goes.
Best regards, Anastasis
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