gyrex
Second Officer
Flight distance : 7454275 ft
Poland
Offline
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DJI Thor Posted at 2017-7-24 02:03
This situation has filled us with regret, we are sorry for the trouble you’ve been experiencing. We do not support the firmware downgrading at present.
For motors sounding like they're off balance, just to verify, is the drone hovering stably midair? If the drone can hover stably, I assumed that the motors work fine, or could you please provide a video for this case for a better confirmation.
Gimbal rotating randomly showing the landing gear, please try to calibrate the gimbal and make sure that it is at the central position, sometimes it is normal seeing the landing gear if the drone spins at a high speed.
Thank you for at least acknowledging that there's some serious issues with the firmware. What steps are DJI taking to fix these issues? I am spending in excess of $10K USD on a shoot in the Maldives this week and need a reliable platform for my work. At this stage, my P4 won't cut it with this firmware.
To reiterate, My P4 was working absolutely perfectly for 10 months since new. No/zero/zilch issues whatsoever. These issues I mentioned came about as soon as I upgraded the firmware.
The motor issue won't be picked up by a video. Yes, the P4 is somewhat stable when hovering but isn't as stable as it was on the previous firmware. You can hear strange sounds from the motors which didn't exist in the previous firmware - they almost sound like they're out of balance and that the motors are alternating spinning at higher speeds on either side of the craft. eg. motors spin fast on one side of the craft, then the motors on the other side of the craft start spinning fast while the motors on the other side spin slower. This alternates and it sounds terrible.
The gimbal issue never happened on the previous firmware. The P4 will be heading in a straight line, then the video cuts out briefly and I'm shown video of the landing gear. I am not yawing or turning at all - just heading in a straight line. IMU and gimbal has been calibrated 8-10 times.
Video disconnections: SD has been formatted a number of times. Range has been significantly reduced in this FW.
I initially updated the firmware via the GO app and have since reflashed the firmware 2-3 times using the DJI Assistant. I still have these issues.
I cannot tell you how frustrating this is on a number of levels:
1. To have a fully functional craft running perfectly for 10 months then turn into a brick because of a firmware update is incredibly painful. I updated on the day or the day after the firmware update and have been waiting patiently for a fix. I'm now desperate considering my upcoming shoot in the Maldives.
2. DJI's phone and chat support is significantly worse than it was 12 months ago. It's apparent that your support is now mainly based in Asia and there's no recourse to chat to native English speakers or 2nd level support in Europe and/or the USA. This used to be an option and the European support team were absolutely brilliant in fixing issues I had with my P3A. The support is effectively non existent now where you waste hours typing in chats or calling your Asian support centre painfully explaining your issues and your troubleshooting steps to a 'technician' who has very little to no comprehension either from a linguistic or technical point of view.
It's abundantly clear that DJI has divorced themselves from providing any real, deep level technical support and this is absolutely unacceptable considering the price of your products. Wasting hours of your time to be told "send it back for repair", when this is clearly a software issue and not hardware is shameful.
I sincerely appreciate your response but these issues need to be fed back to DJI because this *will* affect your customer loyalty and return business. At this stage I wouldn't buy another DJI product and having owned a P2, P3A and a P4; this should be very concerning for DJI as a business.
DJI must be some method of downgrading firmware for instances such as this where there are widespread issues post firmware upgrade. The fact that you've locked customers into this firmware and haven't provided any facility to 'fix' these issues by regressive to an earlier firmware is unacceptable. |
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