ibdunn
lvl.3
Flight distance : 1633406 ft
United States
Offline
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Thank you for contacting DJI Technical Support. This is Albert. How may I help you today?
Hi Bonny.
hi - my issue is with the crystal sky -
11:28
ever since i updated the firmware on my mavic pro 2 - the crystal sky won't let me swap between camera and video
see this thresd
https://forum.dji.com/forum.php? ... p;page=1#pid1687331
I'm sorry to hear you're having issues with your unit. I'll be more than happy to help!
ipad works fine -swap between video and camera and moverio glasses which are android work 2
Let me check that for you.
11:31
May I know how you updated the firmware?
i used computer -
i just downgraded it to previous version -no help -
i have factory reset crystal sky a couple of times -restareted boith
11:32
crystal sky worthless to me without pictue takin abilities
everything works fine on ipad - but wondering if there could be some swithc i am missing
never had an issue till i did new software
11:33
I see.
if u followed link to dji forum ui can see video i posted of the issue -someone else having same issue too
11:35
Let me check this further Bonny.
11:38
I'm sorry for the wait. I'm still checking this for you. Please stay on the line.
【System Message】Dear customer, the chat will close in 5 minutes due to inactivity.
11:41
Thank you for your patience. I still need more time. Please stay on the line.
ok i am here
11:42
Thank you very much.
11:45
Thank you for waiting Bonny.
ok
11:50
Have you try to back up and reset your crystalsky Bonny?
11:51
yes -i have reformatted it to factory a couple of times
i am downloading old version now to try and reset to that but the old version wouldn't recognise mavic pro - i'm just trying to fully reset the Crystal Sky
11:53
it seems like a problem with the CS that started after i upgraded pro firmware -downgrading pro firmware didn't resolve -factory restting CS did not resolve -so now trying to downgrade CS see if can reset further
11:55
I see. It is possible that it the crystalsky have a problem.Also a firmware update, the unit is not just upgrading enhancements but it is also doing an overall check up. After the update, the unit will be able to detect parts or systems with inconsistencies. After that, errors may just come out after the update.
11:57
YES CS has an issue -
don't know what u are trying to say
11:58
May I know when did you purhcase the CS?
last year -let me look
11:59
Sure.
12:02
april 16 2018 - from verydrone
I see.
12:04
May I know the Serial Number of your drone?
12:05
can i see it from dji assistant?
i have it plugged into the computer now
12:06
No Bonny.
【System Message】Dear customer, the chat will close in 5 minutes due to inactivity.
12:09
i'm trying to read it
Sorry for the automatic prompt Bonny.
12:11
can't read it -but here is internal s/n from my airdata log
163DF8H001885Z
12:13
Thank you very much. I greatly appreciate it.
trying to get CS to see the update on my sd card
not working for me
12:15
I see.
https://forum.dji.com/thread-163760-1-1.html
You can download previous firmware version (2.6.30 2018/04/12) for CrystalSky from DJI HERE.
You have to copy download to microSD card for CrystalSky.
Then point CrystalSky built-in Updater to local copy. Done by clicking (touching) 'Dots' in upper right hand corner from Updater menu.
12:17
what i downloaded is a bin file - it doesn' seem to see it
12:19
I see.
For this Bonny, I would recommend to send the CS to our facility for further evaluation.
i extracted it - i am trying it as a zip file
12:20
i really would appreciate someone helping me resolve this - as you can see i posted to forum quite a while ago and the administrator acted like he was going to help but haven't heard anything bak!
12:22
no help in trying to use zip file on CS - i am in updater in CS - top 3 dots for local update- doesn't see anything
how can i downgrade the CS
12:24
At the moment we do have a way to donwgrade the crystalsky. You already reset the CS right?
【System Message】Dear customer, the chat will close in 5 minutes due to inactivity.
12:27
yes i have reset coupleof times
complete factory reset
the dji rep said u could downgrade with the instructions i copied to u before
but i am not having any luck
Alright, could you try to connec the CS on the home wifi.
12:28
i've had it on wifi and lookded for other updates
what do u want me to luck fo
look for
it's on wifi now
12:29
Is there any updates available?
no updates no
i've looked for those too -
i'm on 2.06.06.00
12:31
downgraded pro to 1.00.0100 - it was on 1.00.0200
I see.
12:34
any ideas - am i just screwed still ...
12:35
I am checking foo orther option Bonny. Since we all do all possibloe troubleshooting for this issue.
【System Message】Dear customer, the chat will close in 5 minutes due to inactivity.
12:38
ok
12:40
Thank you for waiting.
12:43
We do apologize for the inconvenience. But for this it seems that we already do the possible troubleshopoting steps for this.
so my $400 will continue to remain worthless? Does this get escalated to someone who will try and figure it out??
12:47
I undertand the frustration Bonny. But if you send that unit our repair wil able to evaluate the unit and see what is the problem.
12:49
there are 2 us listed on the forum with the same prblem
so nothing wrong with my CS - the issue happened after update on Mavic Pro 2
there is a software glitch - my ipad works fine and my moverio glasses work fine
12:51
moverio glasses are androind based
12:52
Yes that is correct Bonny the CS is android base. I can forward this to opur developers and wait for there feedback but it might take time also.
12:55
i'm installing litchi right now
Okay Bonny.
12:57
with litchi camera works
I see. It is okay to forwarf this first to our developers Bonny?
video works too
12:58
please please
forward to developers
Customer service is typing . . .
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