SK
lvl.2
Flight distance : 715860 ft
Canada
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DJI Susan Posted at 11-4 00:44
Rfern, sorry for the late response as I do not receive the notification from yours. We're still collecting the data as this issue does not occur at our end. We're sorry if this bothers you, appreciate your cooperation and understanding of solving this matter. Please kindly provide us with the version number of aircraft, goggles RE and the App, as well as some screenshots of Goggles RE when the issue appears at that moment, we'd like to forward to our engineers for further review.
Dear DJI Susan,
Please be advised that I have the same issue with my DJI Goggles RE + Mavic 2 Pro.
The way to reproduce the "Short Range Issue":
1. Update the aircraft, goggles RE and the App with the latest versions as at 2018-11-01.
2. Switch on the aircraft, RC, mobile device (iPhone XR), run the application on the mobile device, switch on the goggles RE.
3. Lift off the aircraft at altitude 90 meters.
At this point in many cases the picture at goggles RE screens starts pixelating.
4. Move the aircraft at the distance 500 - 1000 meters.
Most probably, the picture at goggles RE screens stops moving (freezes) even earlier - at much shorter distance. After the picture freezes, it becomes black and white.
At this moment the RC reports:
a) The aircraft disconnected.
b) The obstacle avoidance system is disabled (the icon is red).
5. Switch the goggles RE off.
Almost immediately, the RC indicates that the connection with the aircraft is okay, the obstacle avoidance icon is green.
6. Move the aircraft even farther - at the distance more than 1000 meters (2000 or 3000 meters).
The connection is okay, the obstacle avoidance system icon is green.
7. Switch the goggles RE on again.
The connection will be lost, the obstacle avoidance system will be disabled (the icon will be red).
I beleive this should be enough for your people to reproduce the issue.
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Dear Susan, my estimation is that at least from ten to twenty participants of the DJI forum EXPRESSED their suffering from the same issue (the short range while using a combination of ghe DJI Goggles RE and Mavic 2 Pro/Zoom). You surely understand that the number of customers who has the same issue, but just didn't post it at the forum however is much greater.
It is only a matter of time when you will face this issue in all magnitude.
I personaly still have some room for waiting before sending my DJI Goggles RE back - I was instructed to do this by November 26, 2018. My DJI Goggles RE are packed, the mail labels are printed and everything is ready to be dropped off at the nearest post office.
I really like the Goggles, espesially the RE version. I don't want to return it back, however you leave no options for me. Their current condition and functioning is not acceptable.
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For the time being, you engineeres would release a patch, say, making it as an option to connect the Goggles RE to RC with cable (like it is set for, for example, Phantom 4 Pro and Goggles), disabling the wireless conection with the aircraft which obviously causes the problems.
Thank you.
We all hope that you will continue inform us about the progress in this issue:
1. Is this hard- or soft-ware issue.
2. What is your (DJI) estimation and schedule for the soonerest patch or complete resolution of the problem.
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