Any NEO videos I’ve downloaded to my iPhone or iPad running iOS 18 are not playing correctly.

When I try to play a video, the audio works and the progress bar moves, but the video itself doesn’t play.

However, if I drag the progress bar slightly, the video will start playing properly.

I’m unsure whether this is an issue with DJI or iOS.

No other videos have this problem.

It does the same in iOS 18.1 developer beta, I attributed it to a bug in the new Photos app since the same videos play fine in Files app for example. It also plays fine on iOS 17.7 and any lower version I tried.

I encounter such issue, too.  Any Dji guys know about this issue?  老鐵，快幫忙除臭蟲吧！

Hi there, thank you for reaching out and we do apologize for the trouble caused. Could you try another device with lower IOS version to confirm the issue? Also, it would greatly help if you can share a video recording showing the issue for us to check further.

Thank you for your understanding.

fichek Posted at 9-18 14:45
It does the same in iOS 18.1 developer beta, I attributed it to a bug in the new Photos app since the same videos play fine in Files app for example. It also plays fine on iOS 17.7 and any lower version I tried.

Hi there, thank you for the update. May I confirm if the DJI Fly App is updated to the latest version? If not, kindly update it to the latest version and check if the issue persists.

Thank you for your understanding.

Stanley Li Posted at 9-18 18:05
I encounter such issue, too.  Any Dji guys know about this issue?  老鐵，快幫忙除臭蟲吧！

Hi there, thank you for reaching out. May I confirm the exact DJI product and the mobile device model you're using? Also, kindly try update the DJI Fly App to the latest version and see if it work.

If the issue still persists, kindly share us a video recording showing the issue for us to check further on this. Thank you for your support!

I have exact the same issue.
iOS 17 no issues, iOS 18.0 it does not play. But if I set the start to 0.01 second, it plays.

Same issue, iphone 15 Pro with IOS 18

MaikR Posted at 9-19 02:15
I have exact the same issue.
iOS 17 no issues, iOS 18.0 it does not play. But if I set the start to 0.01 second, it plays.

Hi there, thank you for reaching out and we apologize for the trouble caused. May I confirm if your DJI Fly App is updated to the latest version? Also, could you please share us a screenshot showing the issue for us to check further?

Looking forward to your response. Thank you!

Yes, latest fly version.
The lower progress bar is moving, but the video doesn't play, see screenshot.
This behavior can only be observed in DJI videos.

Correct. But if you move the slider forward a bit the video plays. Only happens on DJI videos. I’m on public release of ios18 on iPhone Pro Max

DJI Natalia Posted at 9-19 23:30
Hi there, thank you for reaching out and we apologize for the trouble caused. May I confirm if your DJI Fly App is updated to the latest version? Also, could you please share us a screenshot showing the issue for us to check further?

Looking forward to your response. Thank you!

It has nothing to do with DJI Fly app (But yes it is up to date). I have created a link to a video that maybe clears the issue:
https://youtube.com/shorts/5EuRc_0bckI?feature=share
First video I click is a normal video taken with my iphone.... second is a video downloaded from the Neo.... After pressing the bottum slider the video starts palying. Setting it to the first second it stops and does not play.

MaikR Posted at 9-20 00:45
It has nothing to do with DJI Fly app (But yes it is up to date). I have created a link to a video that maybe clears the issue:
https://youtube.com/shorts/5EuRc_0bckI?feature=share
First video I click is a normal video taken with my iphone.... second is a video downloaded from the Neo.... After pressing the bottum slider the video starts palying. Setting it to the first second it stops and does not play.

Hi there, thank you for reaching out and sharing this link . We'll forward this to our engineering team for further check and get back to you s soon as we got the updates.

Your patience is highly appreciated.

+1 same issue here since iOS 18 on iPhone 14 Pro

Same issue, iphone 15 pro max ios 18 dji neo all latest firmeware and app updated to las version. Loving this bug fixed

And another issue, I got the video and photos with wrong time stamp.  Anyone got the same issue?

same problem. latest app version&firmware version.

iphone pro max15 and ios 18.0

this is critical issue. please fix it

I have noticed if you download videos directly to the iPhone using a USB cable they play fine.

If you download via the DJI Fly app over WiFi they don’t.

MaikR Posted at 9-20 00:45
It has nothing to do with DJI Fly app (But yes it is up to date). I have created a link to a video that maybe clears the issue:
https://youtube.com/shorts/5EuRc_0bckI?feature=share
First video I click is a normal video taken with my iphone.... second is a video downloaded from the Neo.... After pressing the bottum slider the video starts palying. Setting it to the first second it stops and does not play.

Hi there, thank you for your patience. Could you please share the below information for us to check further on this and advise you accordingly? The engineering team required the information for further check so we can provide you an accurate solution.

-【app log】Please download the video once again via wifi before exporting the app log
-【version for ios】
-【version for DJI FLY app】
-【The video with the playback problem】

Thank you for your understanding and patience.

I found the root cause of ios18 video issue.
把美肌關掉就可以了
Turn off the "Beauty Mode" then it is able to avoid dji neo video issue.
But the other issue is the wrong time stamp.
Please help to fix it.

Stanley Li Posted at 9-23 18:10
I found the root cause of ios18 video issue.
把美肌關掉就可以了
Turn off the "Beauty Mode" then it is able to avoid dji neo video issue.

What is Beauty Mode?

DJI Natalia Posted at 9-22 23:58
Hi there, thank you for your patience. Could you please share the below information for us to check further on this and advise you accordingly? The engineering team required the information for further check so we can provide you an accurate solution.

-【app log】Please download the video once again via wifi before exporting the app log

iOS version 18.0
Fly App version: 1,14,2 (928)
Quickshot
How you want me to export app log ?

MaikR Posted at 9-23 22:25
iOS version 18.0
Fly App version: 1,14,2 (928)
Quickshot

Hi there, thank you for sharing above information. Kindly follow the below steps to export the app logs :
1. Install iTunes (https://www.apple.com/itunes/) on the computer. Then, enable the software.
2. Connect the iOS device to the computer and tap “Allow” on the iPhone.

3. Tap the mobile device icon in the top-left corner, and go to the iPhone page.

4. Select “File Sharing” in the left panel and go to the app file sharing page.

5. Select the corresponding app as required. Select the “Logs” file folder and tap “Save” at the bottom of the right window.

* The corresponding file folder of the DJI GO/DJI GO 4/DJI Pilot/Ronin app is “Logs”.

Using DJI Fly as an example:

Select “DJI Fly” in the left window and the “Logs”“SDK” file folder in the right window. Tap “Save”.

* If there is no “Save” button on the current window, please drop down the scrollbar to the bottom for confirmation

6. After the file has been exported, add the file folder to the compressed folder. Send back related data based on the specific method.

Thank you for your patience and understanding.

DJI Natalia Posted at 9-23 22:42
Hi there, thank you for sharing above information. Kindly follow the below steps to export the app logs :
1. Install iTunes (https://www.apple.com/itunes/) on the computer. Then, enable the software.
2. Connect the iOS device to the computer and tap “Allow” on the iPhone.3. Tap the mobile device icon in the top-left corner, and go to the iPhone page.4. Select “File Sharing” in the left panel and go to the app file sharing page.5. Select the corresponding app as required. Select the “Logs” file folder and tap “Save” at the bottom of the right window.* The corresponding file folder of the DJI GO/DJI GO 4/DJI Pilot/Ronin app is “Logs”.Using DJI Fly as an example:Select “DJI Fly” in the left window and the “Logs”“SDK” file folder in the right window. Tap “Save”.* If there is no “Save” button on the current window, please drop down the scrollbar to the bottom for confirmation6. After the file has been exported, add the file folder to the compressed folder. Send back related data based on the specific method.

As requested:
Logs

MaikR Posted at 9-23 23:03
As requested:
Logs

Hi there, thank you for sharing the required information. We'll forward all this information to our engineering team and get back to you as soon as we receive an update.

Your patience is highly appreciated in this matter. Thank you so much!

Pagemakers Posted at 9-23 18:41
What is Beauty Mode?

Drone album setting. There are two options. Disable all the options. It is workaround for ios18 now.

Yes I can also confirm with Skin Effects and Body Effects turned off in preferences the video plays normally. Or if you download via a USB cable it also works.

Same issue iOS 18 on iPhone 15 Pro
Please adress this asap

Same issue iOS 18 on iPhone 15 Pro
Please adress this asap

Same issue iOS 18 on iPhone 15 Pro
Please adress this asap

I've been having the same issue, the only way to bypass that frustration is to either download trough files (not ideal) or to edit the video and trim half second and then it works fine. Hopefully DJI fixes it soon!

MaikR Posted at 9-23 23:03
As requested:
Logs

Hi there, thank you your patience and we do apologize for the long wait. We've sent a private message regarding the issue above and kindly check if that helps.

Thank you for your understanding.

All I have the same exact problem, I am using iPhone 16 with iOS 18.01 with the latest DJI Fly app. Using it on DJI Neo.
Look forward for the fix soon..

Exactly the same issue, iphone 15 pro max, ios 18.0.1, when ttansferred via wifi, I have to move the video 1 second forward to be able to see the video otherwise is stuck:-(

I have the 16 Pro on iOS 18 and I'm having the same problem, also I cannot share any photos on iMessages or even to websites.
videos will share just fine.

If you download the videos by connecting a usb cable from the drone to the phone those videos play fine.

Pagemakers Posted at 2024-10-17 12:54
If you download the videos by connecting a usb cable from the drone to the phone those videos play fine.

Hey there, it's super frustrating when you can't load videos on your iPhone. There are a few things that could be causing this:-
Check your internet connection:- Make sure you have a strong Wi-Fi or cellular signal. Videos can be data-hungry, so a weak connection can cause buffering or prevent them from loading at all.
Restart your phone:- A simple restart can often clear up minor software glitches that might be interfering with video playback.
Check for software updates:- Outdated software can sometimes cause compatibility issues with video streaming apps.
Clear the app's cache:- If you're having trouble with a specific app, try clearing its cache. This can sometimes free up space and improve performance.
Check your storage:- Make sure you have enough free space on your iPhone. If your storage is almost full, it can slow down your phone's performance and make it difficult to load videos.

If the problem persists after trying these solution, you can follow for more details instruction below.
https://thegeekpage.com/unable-t ... -iphone-how-to-fix/

tomjs1 Posted at 1-3 02:03
Hey there, it's super frustrating when you can't load videos on your iPhone. There are a few things that could be causing this:-
Check your internet connection:- Make sure you have a strong Wi-Fi or cellular signal. Videos can be data-hungry, so a weak connection can cause buffering or prevent them from loading at all.
Restart your phone:- A simple restart can often clear up minor software glitches that might be interfering with video playback.

This is not the issue. Please read post one. Further in this topic is the solution.