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Mavic 2 PRO lack of video signal
200 10 4-6 01:40
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lucascionen
lvl.1
Italy
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Hi guys,
I have a Mavic 2 Pro and I had no issues since the day 1. Everything worked just fine. A couple of weeks ago I switched to a new phone, and problems started.
The new phone is the latest Samsung Galaxy S21 Ultra. The video from the remote to the phone is very bad. It's connected for one second, then disconnected for 30. Again connected for one second, and disconnected again. During all the time the remote is perfectly connected to the bird, and I'm able to fly with no issues. Also, if I connect my Goggles I can see with no issues. So I can pilot using the remote and see using the Googles, but not using the phone.
Here what I already tried:
-change the cable
-use the cable in the box
-change the port and use the USB port from the remote to the mobile instead of the designed one
-update the safety positioning fly database
-upgrade to the latest firmware version
-downgrade to the previous 2 versions that you can find using directly the DJI GO 4 app
-connect using a different order (drone, remote, DJI GO; Remote, drone, DJI GO etc)
-uninstall and reinstall several tunes the app from the PlayStore and from the DJI Website directly)
And even if the remote works great, and I can use it with no issues as I said, I also tried to relink the remote to the drone successfully several times.

The only thing in my mind remaining, is that the app is not compatible anymore with the new Samsung. Is it possible?

Thanks for any advice or suggestion.
Luca
4-6 01:40
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DJI Stephen
Super Moderator

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Hello there Luca. I am sorry for the trouble this has caused and thank you for reaching out. Have you tried using a different recommended mobile device to see if the issue will still persist? Upon checking the said mobile device ( Samsung Galaxy S21 Ultra ) that your are trying to use on your DJI Mavic 2 Pro and with the DJI Go 4 application. I am sorry to say that the said mobile device is not recommended for the said drone and with the said application. We would suggest using a recommended mobile device for the DJI Mavic 2 Pro and with the DJI Go 4 application for compatibility and reliability purposes. There is a possibility that the Samsung Galaxy S21 Ultra will be able to work on the DJI Mavic 2 Pro and with the DJI Go 4 application. But however, since it's not yet optimized with the said drone and with the said application we cannot guaranteed if it will work all the time and if it will be able to run all the functions of the DJI Go 4 application while using it on the DJI Mavic 2 Pro. For reference I will post the list of recommended mobile devices for the DJI Mavic 2 Pro. Thank you.

4-6 02:02
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fansbfd0d478
lvl.1
Italy
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Hi Stephen,
first of all thanks a lot for your reply. Any idea and any answer are better than nothing. Unfortunately, this is exactly what I already wrote and what I was scared of. The app is not working properly with the new mobile.
And as you can imagine, is the only test I cannot do. I have one phone, and I don't have a second one to test. And even if I would be able to ask the phone to someone, test it, and discover that the drone works fine would be always the same problem for me. I need to find a fix with the mobile I actually have!  
As this phone is a flagship, I want to imagine that DJI will work to give it compatibility. Also because from your list I had the S10 (not in the list) that worked perfectly and the S20 (not in the list) that again worked perfectly.
I hope to be able to download soon an updated version of the app.
Luca
4-6 06:34
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fansa5f1a2d1
lvl.1

Argentina
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same phone, same drone, same problem! hope they manage to solve this soon
4-18 13:10
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fansbfd0d478
lvl.1
Italy
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fansa5f1a2d1 Posted at 4-18 13:10
same phone, same drone, same problem! hope they manage to solve this soon

I sent a mail to the support directly from the website. The answer is...use one of the phones in the list of compatible devices. It means, for them, you should use a Samsung S9+ if you want to use a Samsung. So a device released 4 years ago. Unbelievable!
I said that I already used my Mavi with the S9, the S10, and the S20.
I don't expect any fix soon. But I hope to be wrong of course.
4-18 14:20
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djiuser_rY1XOY3kZcZw
lvl.1
Flight distance : 141483 ft
United Kingdom
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This is shockingly bad customer service. I too have the Mavic 2 Pro and my unlisted Samsung Galaxy S10 plus (Samsung's flagship at the time) has worked flawlessly with the drone. It's now two years old and I am now looking at Samsung's latest flagship: the S21 Ultra.

I am looking at the Samsung S21 Ultra (UK spec) because it has an exceptionally bright screen (up to 1500 nits). Putting on my cynic's hat, I wonder if this incompatibility is a deliberate strategy by dji as this phone has a brighter screen than their own smart controller (and quite possibly crystal sky too!).

If that is their reason I wonder what they'll do if/when they release the Mavic 3. Unless they sort this soon for the Mavic 2, the Mavic 3 or any other DJI product, may not be my first choice for my next drone if this is how they treat their customers. This also goes for the problems with gimbals as well. People have had same problems with the OM 4 and that's a more recent product.

DJI, sort it, soon. No excuses!
5-1 14:46
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Geebax
Captain
Australia
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djiuser_rY1XOY3kZcZw Posted at 5-1 14:46
This is shockingly bad customer service. I too have the Mavic 2 Pro and my unlisted Samsung Galaxy S10 plus (Samsung's flagship at the time) has worked flawlessly with the drone. It's now two years old and I am now looking at Samsung's latest flagship: the S21 Ultra.

I am looking at the Samsung S21 Ultra (UK spec) because it has an exceptionally bright screen (up to 1500 nits). Putting on my cynic's hat, I wonder if this incompatibility is a deliberate strategy by dji as this phone has a brighter screen than their own smart controller (and quite possibly crystal sky too!).

It is not DJI's problem that your S21 does not work. And it is not as if they were keeping its lack of compatibility a secret, it has been all over this form for months now. Samsung have a record of not sticking to the Android system, and this happens all the time with them.
5-1 15:03
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fansbfd0d478
lvl.1
Italy
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Geebax Posted at 5-1 15:03
It is not DJI's problem that your S21 does not work. And it is not as if they were keeping its lack of compatibility a secret, it has been all over this form for months now. Samsung have a record of not sticking to the Android system, and this happens all the time with them.

What do you mean with "it has been over this form for months now"...
The only list they provided of compatible devices it's totally useless as it is 3 years old. And if they know about this problem, one reason more to fix it.
Or instead of workink this ..., if you know about this problem you have to be very specific. And instead of to say that the drone is compatible with a 3 years old phone, tell me that it is INCOMPATIBLE FOR SURE with the new phone. This behavior is unbelievable. I wanted to update my drone to the new Mavic 3 once released, but now I'm looking closer to the other brands. And if I'll not be able to use my drone this summer for this problem, I'll sell for sure.
5-1 16:19
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djiuser_rY1XOY3kZcZw
lvl.1
Flight distance : 141483 ft
United Kingdom
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Geebax Posted at 5-1 15:03
It is not DJI's problem that your S21 does not work. And it is not as if they were keeping its lack of compatibility a secret, it has been all over this form for months now. Samsung have a record of not sticking to the Android system, and this happens all the time with them.

Erm, I dont have the S21 Ultra, just considering it.

As for where the fault lies, where does it lie if not with DJI, Samsung themselves? It's not like the Mavic 2 is not a current drone.

DJI responses to such posts as those by the OP continually say that it will be passed on and to look out for updates on the link provided.

I checked that link and the newest Samsung listed is the S9+ ! My current phone, an S10+ was released over two years ago, works flawlessly btw (as I said before) yet they don't list it. That's really bad.

Put it another way: tomorrow my friend buys a Mavic 2 Pro but his phone doesn't work with the controller. He goes on the website and discovers all the compatible phones listed have been off sale for over two years and been replaced three times. Does DJI want us to buy second hand devices to connect with our brand new drones?! This is really, really bad and there is absolutely no excuse for it. None.
5-1 17:03
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GaryDoug
Captain
Flight distance : 693425 ft
United States
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All the above complaints are very valid. However...... for $100 or less you can buy a compatible used device that works perfectly. I have three now, all 3 years old or more.
5-1 19:15
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Geebax
Captain
Australia
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djiuser_rY1XOY3kZcZw Posted at 5-1 17:03
Erm, I dont have the S21 Ultra, just considering it.

As for where the fault lies, where does it lie if not with DJI, Samsung themselves? It's not like the Mavic 2 is not a current drone.

Well, having watched all these entitled owners whining and complaining, for my first DJI drone, I bought a used iPad Air, and it worked faultlessly. I then upgraded to a Mavis 2 Pro, and bought the SC to go with it. Once again, I have not had the slightest issue. It seems to be that the noisiest users are those who did little research into the purchase. Serve you right.
5-1 19:32
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