[size=14.6667px]Trying to understand what happened.

[size=14.6667px]Equipment: Spark & Iphone running dji go4

[size=14.6667px]Situation : 1. took off upto a height of about 30 m & tried to fly the drone towards our point of interest.
[size=14.6667px]                 2. drone started going in opposite direction and did not 'appear' to respond to remote input ( iphone)
[size=14.6667px]                 3. drone eventually went out of range & landed in the ocean.
[size=14.6667px]                 4. drone was recovered ..

[size=14.6667px]1. Is it possible to help me understand what was happening form the logs ? was the drone was functioning well / responding to rudder inputs ? ( i see gps had not locked on)
[size=14.6667px]http://www.phantomhelp.com/LogViewer/9PLI5IT441F848EVPX2M/
[size=14.6667px]I have also tried to use csvview but cannot find any trace of RC inputs ( probably due to iphone)

[size=14.6667px]2. Is there a better tool to use to diagnose what happened.
[size=14.6667px]3.is this a warranty or user issue

[size=14.6667px]Thanks

Sorry to read the accident. Data analysis will be suggested if the unit is still under warranty period. Please kindly start a case and send the unit in for diagnosis: https://www.dji.com/support

DJI Susan Posted at 2018-5-30 19:42
Sorry to read the accident. Data analysis will be suggested if the unit is still under warranty period. Please kindly start a case and send the unit in for diagnosis: https://www.dji.com/support

done, thank you

DJI Susan Posted at 2018-5-30 19:42
Sorry to read the accident. Data analysis will be suggested if the unit is still under warranty period. Please kindly start a case and send the unit in for diagnosis: https://www.dji.com/support

Hi - CAS-1800134-B4C5D8

Is it possible to determine from flight logs if warranty issue ?
If not warranty issue , I would prefer not to return drone ( save time)   and purchase

Thanks

fanscee0ea08 Posted at 2018-6-4 17:20
Hi - CAS-1800134-B4C5D8

Is it possible to determine from flight logs if warranty issue ?

I believe you are eligible for a warranty claim.  

S.J Posted at 2018-6-4 20:01
I believe you are eligible for a warranty claim.

Really appreciate the reply!  , thank you

I'd really like to see the log file from the mobile device:


Upload it here:
http://www.phantomhelp.com/LogViewer/Upload/
Then post the web address after the results come up.

fanscee0ea08 Posted at 2018-6-4 17:20
Hi - CAS-1800134-B4C5D8

Is it possible to determine from flight logs if warranty issue ?

May I know what's your current location? Upon checking your case number, it seems that the address is China Mainland. Currently, we're not sure whether the flight records are enough to confirm the exact status, but you can still contact support@dji.com for further steps.

DJI Susan Posted at 2018-6-10 01:04
May I know what's your current location? Upon checking your case number, it seems that the address is China Mainland. Currently, we're not sure whether the flight records are enough to confirm the exact status, but you can still contact  for further steps.

Hi Susan,

I am currently in AU, product was purchased in China, incident was in Philippines.
Sent email through to djisupport.

That's unfortunate to hear I hope you get some resolution on your issue. Good luck!

fanscee0ea08 Posted at 2018-6-10 15:52
Hi Susan,

I am currently in AU, product was purchased in China, incident was in Philippines.

That's all right. If there is anything else we can help, feel free to contact us. Hope we can figure this out soon.