Brand new Mavic that I waited a month for, worked fine yesterday when I received it. Tried to update firmware today, had it fail. tried a few different ways and finally got it to go through.  Now it says "gimbal disconnected" under status, won't let me tilt the gimbal, etc.   Weird thing is that I can still see the video from the gimbal on the mobile device.

Also won't read the SD card, says there isn't one inserted.

Customer service chat walked me through IMU calibration and a few other things, now they're saying I need to send it in for diagnosis, which from what I gather on this forum is going to be several weeks at best.

This is really, REALLY not a pleasant experience so far.

Try to format the micro SD card or use different card

hungdang Posted at 2017-4-12 17:53
Try to format the micro SD card or use different card

No difference, sadly.

Any other things to try before I waste weeks sending this thing in?  

Also given that I'm presumably not going to get it back for 2-5 weeks, will my DJI Care Refresh and warranty periods be adjusted to reflect this?  

srg Posted at 2017-4-13 08:21
Any other things to try before I waste weeks sending this thing in?  

Also given that I'm presumably not going to get it back for 2-5 weeks, will my DJI Care Refresh and warranty periods be adjusted to reflect this?

Get DJI assistant on your home computer and downgrade or refresh firmware.

R&L Aerial  Posted at 2017-4-13 08:34
Get DJI assistant on your home computer and downgrade or refresh firmware.

Tried this on macOS and Windows. Could not consistently reflash successfully to any version of the firmware.   DJI GO on iOS was the least-unreliable but none of them worked well.   

Tried .400 .550 and .600, none of them revived the gimbal.

srg Posted at 2017-4-13 09:14
Tried this on macOS and Windows. Could not consistently reflash successfully to any version of the firmware.   DJI GO on iOS was the least-unreliable but none of them worked well.   

Tried .400 .550 and .600, none of them revived the gimbal.

And you've restored to factory defaults as well?
I'm sorry if you have to send the aircraft in for repair.

DJI-Ken Posted at 2017-4-13 09:19
And you've restored to factory defaults as well?
I'm sorry if you have to send the aircraft in for repair.

Correct.

Full list of what I've tried:

Factory defaults
Firmware refresh (.400, .550, .600) from DJI Go on iOS, DJI Assistant on macOS, DJI Assistant on Windows
SD card wipe (via computer reader, since the drone can't see it)
Different SD card
Controller re-pair
Wifi controller
IMU Calibration (didn't seem relevant, but they said I should)
Compass calibration (didn't seem relevant, but they said I should)

@DJI-Ken, given that it was a brand new device less than 24 hours old, can you confirm I'll be getting a replacement and not a repair or refurb? I don't feel that's an unreasonable expectation under the circumstances.

srg Posted at 2017-4-13 09:25
Correct.

Full list of what I've tried:

have you removed all the stickers from the gimbal?  If you do send it in it should be a new replacement.
Regards,
-d

srg Posted at 2017-4-13 09:25
Correct.

Full list of what I've tried:

I'm sorry, I cannot confirm that as I do not work in customer service or the repair center.
You can email onlinesales@dji.com and inquire about a refund or exchange since you've had it less than a week.

bunny too Posted at 2017-4-13 09:30
have you removed all the stickers from the gimbal?  If you do send it in it should be a new replacement.
Regards,
-d

There's only the one sticker on the gimbal, right?  

srg Posted at 2017-4-13 09:33
There's only the one sticker on the gimbal, right?

one on the lens and one yellow one that I recall, you would be able to see if they were still on.  Have you tried moving it by hand to see if it is just stuck somehow?

bunny too Posted at 2017-4-13 09:38
one on the lens and one yellow one that I recall, you would be able to see if they were still on.  Have you tried moving it by hand to see if it is just stuck somehow?

Ah right yeah I didn't count the one on the lens.   It moves fine, it actually does the full spin-around-initialization thing and it tries to maintain the view angle after startup.  

Is there a clear sticker on the lens , I found the one on the top of the gimbal but nothing seam to be stuck to the lens

Thanks

freelanderuk Posted at 2017-4-13 10:31
Is there a clear sticker on the lens , I found the one on the top of the gimbal but nothing seam to be stuck to the lens

Thanks

I thought I remember there being a lens sticker but I could be wrong.