Hello,

I have just received a Phantom 4 Pro+ and have made a few successful flights but have been stuck with a number of issues. On booting the controller, I have a "Version Check Collecting Device Info" notification which never goes away. I cannot click on it etc. I have updated to all of the latest fireware for both the controller and drone, but I have a System Update available to Version V01.1.03.00 which is 199KB in size available, I have initiated the download and then update which then says it was updated to version V01.01.03.00 and reverts back to the initial screen that appears when booted. The "Version Check" is still running. Offline maps are not visable as an option etc. Also what is most concerning is I cannot modify setting on the drone nor can I enable multiple flight modes, change image formats to RAW from JPEG etc. I have downgraded the drones firmware to check it wasn't that, I have done the same to the controller without any success. I have factory reset the controller and that did not resolve the issue. Lastly, the controller is configured to connect to my home wifi and also has been connected to my phone via wireless teathering. Is there something simple that I am missing? Is it possible to use the DJI Go 4 app connected to the controller instead of the attached screen? I would very much like to use the various modes and settings as soon as possible, so any suggestions would be greatly appreciated.

-Stuart

You upgraded the remote controller with the SD card, right? when checking the firmware version on "About" page, all shows latest?
The remote links to aircraft properly, but when you tried to change some settings for camera or video, the settings would not be saved?

DJI Natalia Posted at 2017-3-19 23:35
You upgraded the remote controller with the SD card, right? when checking the firmware version on "About" page, all shows latest?
The remote links to aircraft properly, but when you tried to change some settings for camera or video, the settings would not be saved?

Yes, I have updated the controller from the SD card. Here is the screen capture of the version information. I have also updated the drone via the DJI Assistant V1.1.



As for the settings, I basically cannot make any changes to the drones settings. I am able to fly but every time I attempt to make a change it either has an error that quickly disappears before I can get a screen capture or just says that it fails.

The drone was purchased in San Francisco, and I live in Japan. Could the change in location be part of the issue? When I reset the link between the phantom and the controller, I cannot use the Linking RC, it just brings up a box to confirm frequency settings and then does nothing else. I need to use the button combination on the controller to reconnect it. Anyway if there is any further suggestions that you can make I would be greatly appreciative.

Thanks
-Stuart

NRG2000 Posted at 2017-3-20 00:02
Yes, I have updated the controller from the SD card. Here is the screen capture of the version information. I have also updated the drone via the DJI Assistant V1.1.

[view_image]

The picture you uploaded here is invisible, please click on "Advanced"--"Picture", then upload it again.
Could you please record a small video showing the issue which may be helpful for locating the problem, thanks.

Sorry about that, attached are two screen captures. I will create a video of the issue and also upload it here first thing tomorrow morning JST.

NRG2000 Posted at 2017-3-20 03:55
Sorry about that, attached are two screen captures. I will create a video of the issue and also upload it here first thing tomorrow morning JST.

@NRG2000

sorry being off topic,

would like to ask how are you capturing the screen of the pro+ controller please ?

Thanks

DJI Natalia Posted at 2017-3-20 02:42
The picture you uploaded here is invisible, please click on "Advanced"--"Picture", then upload it again.
Could you please record a small video showing the issue which may be helpful for locating the problem, thanks.

Natalia,

Sorry for the delay in getting back to you. Here is a link to the video of some of the issues.

I think you will get the point when I say that the controller is only "partially connected" to the drone. It seems that the settings cannot be applied either to the drone or the controller. I am open to suggestions on what could fix this issue.

Thanks
-Stuart

SM-17 Posted at 2017-3-20 23:26
@NRG2000

sorry being off topic,

Hi SM-17,

I have a cradle that can hold my iPhone and I placed it behind the screen whilst the controller sat on my table. It was the easiest way I could think of to get a video of some of the issues without actually having to fly the drone.

Thanks

NRG2000 Posted at 2017-3-22 00:20
Natalia,

Sorry for the delay in getting back to you. Here is a link to the video of some of the issues. Screen Capture of Issues with Phantom 4 Pro+

Thank you very much for the photos and video.
I've reported it to our engineers for a further evaluation, will get back to your for any news.

DJI Natalia Posted at 2017-3-22 02:16
Thank you very much for the photos and video.
I've reported it to our engineers for a further evaluation, will get back to your for any news.

Perfect and thanks for assisting me on this. If there is any more information that I can provide please let me know and I will do what I can to provide it...
-Stuart

DJI Natalia Posted at 2017-3-22 02:16
Thank you very much for the photos and video.
I've reported it to our engineers for a further evaluation, will get back to your for any news.

I also had a look at the contents of the UpgradeLog.txt which is located on the controllers micro SD card.

------------- check_version -----------------
ID = 0xd ,current version [0.1.1.1] <--> [0.1.1.1], Need upgrade !!
ID = 0xe ,current version [5.2.3.2] <--> [5.2.3.2], Need upgrade !!
kMsgUpgrade e
upgrade 0x0E ,result 0x0,   success !!
------------- check_version -----------------
ID = 0xe ,current version [5.2.3.2] <--> [5.11.13.0], Need upgrade !!
kMsgUpgrade e
upgrade 0x0E ,result 0x0,   success !!
[20170218 14:26:54]  ------------- check_version -----------------
[20170218 14:26:57] ID = 0xe ,request version failed !
[20170218 14:26:57] upgrade 0x0E ,result 0x0,   success !!
[20170218 14:27:18]  ------------- check_version -----------------
[20170218 14:27:21] ID = 0xe ,request version failed !
[20170218 14:27:21] upgrade 0x0E ,result 0x0,   success !!
[20170218 14:37:11]  ------------- check_version -----------------
[20170218 14:37:14] ID = 0xe ,request version failed !
[20170218 14:37:14] upgrade 0x0E ,result 0x0,   success !!
[20170218 16:10:39]  ------------- check_version -----------------
[20170218 16:10:42] ID = 0xe ,request version failed !
[20170218 16:10:42] upgrade 0x0E ,result 0x0,   success !!
[20170218 16:19:04]  ------------- check_version -----------------
[20170218 16:19:07] ID = 0xe ,request version failed !
[20170218 16:19:07] upgrade 0x0E ,result 0x0,   success !!
[20170218 16:21:11]  ------------- check_version -----------------
[20170218 16:21:14] ID = 0xe ,request version failed !
[20170218 16:21:14] upgrade 0x0E ,result 0x0,   success !!
[20170218 16:22:34]  ------------- check_version -----------------
[20170218 16:22:37] ID = 0xe ,request version failed !
[20170218 16:22:37] upgrade 0x0E ,result 0x0,   success !!
[20170218 16:28:09]  ------------- check_version -----------------
[20170218 16:28:12] ID = 0xe ,request version failed !
[20170218 16:28:12] upgrade 0x0E ,result 0x0,   success !!
[20170218 16:32:48]  ------------- check_version -----------------
[20170218 16:32:51] ID = 0xe ,request version failed !
[20170218 16:32:51] upgrade 0x0E ,result 0x0,   success !!
[20170218 17:16:15]  ------------- check_version -----------------
[20170218 17:16:15] ID = 0xd ,current version [0.1.3.0] <--> [0.1.3.0]
[20170218 17:16:15] Need upgrade !!
[20170218 17:16:18] ID = 0xe ,request version failed !
[20170218 17:16:18] START UPGRADE ,devid d
[20170218 17:16:18] START UPGRADE ,devid e
[20170218 17:16:18] upgrade 0x0E ,result 0x0,   success !!
[20170218 17:19:57]  ------------- check_version -----------------
[20170218 17:20:00] ID = 0xe ,request version failed !
[20170218 17:20:00] upgrade 0x0E ,result 0x0,   success !!
[20170218 17:22:30]  ------------- check_version -----------------
[20170218 17:22:33] ID = 0xe ,request version failed !
[20170218 17:22:33] upgrade 0x0E ,result 0x0,   success !!
[20170218 17:27:36]  ------------- check_version -----------------
[20170218 17:27:39] ID = 0xe ,request version failed !
[20170218 17:27:39] upgrade 0x0E ,result 0x0,   success !!
[20170218 17:42:24]  ------------- check_version -----------------
[20170218 17:42:27] ID = 0xe ,request version failed !
[20170218 17:42:27] upgrade 0x0E ,result 0x0,   success !!
[20170218 19:53:57]  ------------- check_version -----------------
[20170218 19:54:00] ID = 0xe ,request version failed !
[20170218 19:54:00] upgrade 0x0E ,result 0x0,   success !!
[20170218 20:39:35]  ------------- check_version -----------------
[20170218 20:39:38] ID = 0xe ,request version failed !
[20170218 20:39:38] upgrade 0x0E ,result 0x0,   success !!
[20170218 22:15:45]  ------------- check_version -----------------
[20170218 22:15:48] ID = 0xe ,request version failed !
[20170218 22:15:48] upgrade 0x0E ,result 0x0,   success !!
[20170218 22:20:35]  ------------- check_version -----------------
[20170218 22:20:38] ID = 0xe ,request version failed !
[20170218 22:20:38] upgrade 0x0E ,result 0x0,   success !!
[20170218 22:20:53]  ------------- check_version -----------------
[20170218 22:20:53] ID = 0xd ,current version [0.1.3.0] <--> [0.1.3.0]
[20170218 22:20:53] Need upgrade !!
[20170218 22:20:56] ID = 0xe ,request version failed !
[20170218 22:20:56] START UPGRADE ,devid d
[20170218 22:20:56] START UPGRADE ,devid e
[20170218 22:20:56] upgrade 0x0E ,result 0x0,   success !!
[20170218 22:24:43]  ------------- check_version -----------------
[20170218 22:24:46] ID = 0xe ,request version failed !
[20170218 22:24:46] upgrade 0x0E ,result 0x0,   success !!
[20170218 22:45:53]  ------------- check_version -----------------
[20170218 22:45:56] ID = 0xe ,request version failed !
[20170218 22:45:56] upgrade 0x0E ,result 0x0,   success !!
[20170218 22:59:23]  ------------- check_version -----------------
[20170218 22:59:23] ID = 0xd ,current version [0.1.3.0] <--> [0.1.1.1]
[20170218 22:59:23] Need upgrade !!
[20170218 22:59:26] ID = 0xe ,request version failed !
[20170218 22:59:26] START UPGRADE ,devid d
[20170218 22:59:26] START UPGRADE ,devid e
[20170218 22:59:26] upgrade 0x0E ,result 0x0,   success !!
------------- check_version -----------------
ID = 0xe ,current version [0.0.0.0] <--> request version failed !
upgrade 0x0E ,result 0x0,   success !!
[20170218 23:54:14] Parse file failed ,result 0x01
[20170218 23:54:14] Upgrade failed ,result 0x1
[20170218 23:56:41]  ------------- check_version -----------------
[20170218 23:56:41] ID = 0xd ,current version [0.1.3.0] <--> [0.1.3.0]
[20170218 23:56:41] Need upgrade !!
[20170218 23:56:44] ID = 0xe ,request version failed !
[20170218 23:56:44] START UPGRADE ,devid d
[20170218 23:56:44] START UPGRADE ,devid e
[20170218 23:56:44] Upgrade failed ,result 0x1
[20170219 00:03:25]  ------------- check_version -----------------
[20170219 00:03:28] ID = 0xe ,request version failed !
[20170219 00:03:28] upgrade 0x0E ,result 0x0,   success !!
[20170219 07:42:40]  ------------- check_version -----------------
[20170219 07:42:43] ID = 0xe ,request version failed !
[20170219 07:42:43] upgrade 0x0E ,result 0x0,   success !!
[20170219 07:43:08]  ------------- check_version -----------------
[20170219 07:43:11] ID = 0xe ,request version failed !
[20170219 07:43:11] upgrade 0x0E ,result 0x0,   success !!
[20170219 20:51:57]  ------------- check_version -----------------
[20170219 20:52:00] ID = 0xe ,request version failed !
[20170219 20:52:00] upgrade 0x0E ,result 0x0,   success !!
[20170219 21:02:09]  ------------- check_version -----------------
[20170219 21:02:12] ID = 0xe ,request version failed !
[20170219 21:02:12] upgrade 0x0E ,result 0x0,   success !!
[20170220 08:09:46]  ------------- check_version -----------------
[20170220 08:09:49] ID = 0xe ,request version failed !
[20170220 08:09:49] upgrade 0x0E ,result 0x0,   success !!
[20170220 08:14:11]  ------------- check_version -----------------
[20170220 08:14:14] ID = 0xe ,request version failed !
[20170220 08:14:14] upgrade 0x0E ,result 0x0,   success !!
[20170220 08:15:20]  ------------- check_version -----------------
[20170220 08:15:20] ID = 0xd ,current version [0.1.3.0] <--> [0.1.1.1]
[20170220 08:15:20] Need upgrade !!
[20170220 08:15:23] ID = 0xe ,request version failed !
[20170220 08:15:23] START UPGRADE ,devid d
[20170220 08:15:23] START UPGRADE ,devid e
[20170220 08:15:23] upgrade 0x0E ,result 0x0,   success !!
------------- check_version -----------------
ID = 0xd ,current version [0.1.1.1] <--> [0.1.3.0], Need upgrade !!
ID = 0xe ,current version [0.1.1.1] <--> request version failed !
upgrade 0x0E ,result 0x0,   success !!
[20170220 12:16:06]  ------------- check_version -----------------
[20170220 12:16:09] ID = 0xe ,request version failed !
[20170220 12:16:09] upgrade 0x0E ,result 0x0,   success !!
[20170220 12:27:41]  ------------- check_version -----------------
[20170220 12:27:44] ID = 0xe ,request version failed !
[20170220 12:27:44] upgrade 0x0E ,result 0x0,   success !!
[20170220 12:32:10]  ------------- check_version -----------------
[20170220 12:32:13] ID = 0xe ,request version failed !
[20170220 12:32:13] upgrade 0x0E ,result 0x0,   success !!
[20170220 16:07:08]  ------------- check_version -----------------
[20170220 16:07:11] ID = 0xe ,request version failed !
[20170220 16:07:11] upgrade 0x0E ,result 0x0,   success !!
[20170222 16:37:38]  ------------- check_version -----------------
[20170222 16:37:41] ID = 0xe ,request version failed !
[20170222 16:37:41] upgrade 0x0E ,result 0x0,   success !!
[20170222 20:48:55]  ------------- check_version -----------------
[20170222 20:48:58] ID = 0xe ,request version failed !
[20170222 20:48:58] upgrade 0x0E ,result 0x0,   success !!
[20170222 20:54:12]  ------------- check_version -----------------
[20170222 20:54:15] ID = 0xe ,request version failed !
[20170222 20:54:15] upgrade 0x0E ,result 0x0,   success !!

It appears that at least some checks are failing, which might be a symptom of a larger issue but thought it might be worth sharing the information with you never the less.

Hi NRG2000

I was refering to the first 2 screenshots (not the video)

Thanks for your reply

What about the initial error that says your phone is interfering with your connection? Have you tried to change it to 5Ghz? Or maybe turn off all Wifi where you are?

Mobilcams Posted at 2017-3-22 07:32
What about the initial error that says your phone is interfering with your connection? Have you tried to change it to 5Ghz? Or maybe turn off all Wifi where you are?

The same issues occur when wifi is disabled on the controller. I cannot manually force it to use 5Ghz.

SM-17 Posted at 2017-3-22 06:25
Hi NRG2000

I was refering to the first 2 screenshots (not the video)

Sorry, I should have reread your question before answering. On the controller, if you ship down from the top of the screen you will see a number of options appear and one of those is screen capture. Once you have the screen caps, you can connect the controller to you computer and mount the controller as a removable storage. You will find a directory called "Screenshots" and all the captures are in there.

NRG2000 Posted at 2017-3-22 14:05
The same issues occur when wifi is disabled on the controller. I cannot manually force it to use 5Ghz.

Locally in your house or outdoors.. Is your phone's wifi turned off, your router in your home, etc.. Have you tried in a different location?  Version checking is a normal thing it does on that screen.. Have you waited until it disappears or do you mean it stays there indefinately?

Mobilcams Posted at 2017-3-22 14:18
Locally in your house or outdoors.. Is your phone's wifi turned off, your router in your home, etc.. Have you tried in a different location?  Version checking is a normal thing it does on that screen.. Have you waited until it disappears or do you mean it stays there indefinately?

I have tried flying now in multiple locations. The wifi error only occurs when I am in my house, outside or remotely it does not occur. The "version checking" remains indefinitely unfortunately. Without it completing it doesn't show the offline maps as an option to be able to select.

NRG2000 Posted at 2017-3-22 02:53
Perfect and thanks for assisting me on this. If there is any more information that I can provide please let me know and I will do what I can to provide it...
-Stuart

Thanks, offline map and 5Ghz are not available in Japan.
The issue you reported is under process, if the engineers need any more information, I'll get back to you here, thank you very much.

@NRG2000

Got it thank you very much indeed!!

@NRG2000, the log of version checking is at /sdcard/DJI/dji.pilot.pad/LOG/CACHE/UP_NEW_ALL/ , please help to get it and send to me.
If we can`t get the rootcause from the log, then we will arrange to DOA the device.
Thank you very much.

DJI GO Android Posted at 2017-3-23 04:20
@NRG2000, the log of version checking is at /sdcard/DJI/dji.pilot.pad/LOG/CACHE/UP_NEW_ALL/ , please help to get it and send to me.
If we can`t get the rootcause from the log, then we will arrange to DOA the device.
Thank you very much.

Hello,
Please find the zipped up directory with all available files in it for your review. I appreciate you taking the time to resolve this for me.

Thanks
-Stuart

DJI GO Android Posted at 2017-3-23 04:20
@NRG2000, the log of version checking is at /sdcard/DJI/dji.pilot.pad/LOG/CACHE/UP_NEW_ALL/ , please help to get it and send to me.
If we can`t get the rootcause from the log, then we will arrange to DOA the device.
Thank you very much.

If there is any additional information that you need from me, please don't hesitate to ask.

NRG2000 Posted at 2017-3-23 04:48
Hello,
Please find the zipped up directory with all available files in it for your review. I appreciate you taking the time to resolve this for me.

I've downloaded the file and transferred it to the engineers again.

DJI Natalia Posted at 2017-3-23 23:06
I've downloaded the file and transferred it to the engineers again.

Thanks! I look forward to hearing back hopefully good news :-)

NRG2000 Posted at 2017-3-23 23:27
Thanks! I look forward to hearing back hopefully good news :-)

I just confirmed the information with the engineers, it needs to be sent in for repair.
Since your location shows Japan, if it's correct, then please send an e-mail to support.jp@dji.com, we'll help you handle it.

NRG2000 Posted at 2017-3-23 22:23
If there is any additional information that you need from me, please don't hesitate to ask.

Got it , thanks.

DJI Natalia Posted at 2017-3-24 02:53
I just confirmed the information with the engineers, it needs to be sent in for repair.
Since your location shows Japan, if it's correct, then please send an e-mail to , we'll help you handle it.

Hi Natalia,

I previously submitted a ticket to the JP support team via the support site and since it was in English they could not assist me. With this request, what should I be communicating to them? Should I point them at this thread? Any information on what needs to be done would be helpful to ensure that I can get this resolved as quickly as possible.

Thanks
-Stuart

NRG2000 Posted at 2017-3-24 04:41
Hi Natalia,

I previously submitted a ticket to the JP support team via the support site and since it was in English they could not assist me. With this request, what should I be communicating to them? Should I point them at this thread? Any information on what needs to be done would be helpful to ensure that I can get this resolved as quickly as possible.

What's your ticket number? You purchased it in Japan, right?

DJI Natalia Posted at 2017-3-26 19:29
What's your ticket number? You purchased it in Japan, right?

The ticket is #468161and no it was purchased in San Francisco 2 weeks ago.

Thanks
-Stuart

NRG2000 Posted at 2017-3-27 05:33
The ticket is #468161and no it was purchased in San Francisco 2 weeks ago.

Thanks

Since we do not provide international warranty, if you purchased in San Francisco, then you need send it in US service center to get it repaired, or you need pay for the repair if you get it fixed in other service centers.
Where is your location now?

DJI Natalia Posted at 2017-3-27 23:28
Since we do not provide international warranty, if you purchased in San Francisco, then you need send it in US service center to get it repaired, or you need pay for the repair if you get it fixed in other service centers.
Where is your location now?[view_image]

I am based in Hokkaido. Since this is an issue that has been in the product from the time of purchase, I don't believe it is fair or good customer service to charge for its repair because I brought it back to Japan. The staff in the San Francisco DJI store did not mention this being an issue when I discussed taking it back to Japan at the time of purchase. What is the issue with this unit? Why cannot setting be updated correctly from the first time of use? This is not a user created issue but a defect with the unit and should be warranted as such. Thank you for your understanding as this is now becoming a frustrating customer experience.

NRG2000 Posted at 2017-3-28 06:04
I am based in Hokkaido. Since this is an issue that has been in the product from the time of purchase, I don't believe it is fair or good customer service to charge for its repair because I brought it back to Japan. The staff in the San Francisco DJI store did not mention this being an issue when I discussed taking it back to Japan at the time of purchase. What is the issue with this unit? Why cannot setting be updated correctly from the first time of use? This is not a user created issue but a defect with the unit and should be warranted as such. Thank you for your understanding as this is now becoming a frustrating customer experience.

We do understand how you feel and feel sorry for the trouble caused.
We've checked the upgrading log, it cannot be fixed remotely, that's why it needs to be sent in, and our engineers will help you handle it.
As mentioned above, we do not provide international warranty recently, if you need to fixed it in Japan service center, you must pay for repair.
The staff should have informed you the warranty policy when you purchased it.

Ok. When I contact the Japan support team, what information do I need to share with them? Should I just include this thread? I don't particularly want to have to explain this whole thing again. If there is a case number I should quote or use the previous case number I mentioned? Thanks.  

I have the same problem with my new Spark

SM-17 Posted at 2017-3-20 23:26
@NRG2000

sorry being off topic,

Me too !!