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DJI NEO IMU initializing. Retrieving IMU data (Code: 1600009)
336 9 2024-12-24
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djiuser_zOiPayLL2Yuc
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Flight distance : 2168825 ft
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Hi, Please help!.
Flew fine earlyer today, downloaded the Video ok. Went to fly the NEO later the same day, but now its says unable to take off, connect to App to see why.

When I check the settings it says IMU recalibration required.

This I do, it appears to take longer than perviously, but eventualy it says IMU calibration sucessfull, Aircraft re-starting.

The App says [Preparing to take off] in RED.
But it still cant take off, this time there is a list of error codes:

Flight Checklist     Unable to Take off.
IMU initializing. Retrieving IMU data (Code: 1600009)
IMU calibration required. Clalibrate IMU (Code: 16100018).
Navigation system error. Restart aircraft (Code: 1610004a, 1603001c).
Sensor error. Restart aircraft (Code: 16100009; 1610004a, 1603001c).


I have tied restarting a couple of times, but still get the same result.

I even tried refreshing the Firmware using DJI Assistant 2     
Current FW: V01.00.0400

Please help!.


And a Merry Christmas and a Happy New Year,  to DJI and all their  drone pilots.


2024-12-24
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DJI Natalia
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Hi there, thank you for reaching out and we do apologize for the trouble. Could you please try refresh the firmware using DA2 then perform IMU calibration again. Once the calibration comleted, kindly restart the aircraft. if the issue still persisst, we recommend you to send back the aircraft for an inspection.

Thank you for your understanding and support.
2024-12-24
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djiuser_zOiPayLL2Yuc
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Flight distance : 2168825 ft
United Kingdom
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Hi Natalia,
Hope your having a great Christmas!
I followed your instructions and using DA2 refreshed the NEO firmware, then powered up the NEO and connected it to my android phone, and performed a IMU calibration, carefully following each step (1 to 5).
The app reported IMU calibration successful then re-started the aircraft.


But when The aircraft restarted, and I reconnected with the App, I got the same messages on the Flight Checklist page.....

So Unfortunately I think I need to send the aircraft for an inspection.  Up till now I have been very lucky and found all my DJI devices to be very reliable
I have a DJI Mini 2, Mini 3 Pro, the NEO, the FPV Goggles N3 and FPV Controller, and the NEO is the first one I have had a problem with.

Please could you tell me how I go about sending the NEO back to get it repaired/replaced ect. ( a step by step list of what I need to do would be a help, as my memory is a bit flaky some times since my last stroke). I've tried to have a look on the DJI Support site but don't know where to start.
And | have  had so much fun with the NEO learning FPV, I can't wait to get flying again.

Thanks again , and hope you get time to have a great Christmas.
All the best, Stephen.



2024-12-25
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djiuser_zOiPayLL2Yuc
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Flight distance : 2168825 ft
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Update: I phoned Nottingham,DJI UK Service Centre,+44 (0)115 678 4010, got a gall back winin a few minutes, spoke to a very nice Tech Support lady, and she checked a few details, error codes, date of activation ect. and less than a few minutes later an email arrived with a QR code to drop off my faulty NEO (I'd just boxed up), and a quick walk up the road, and  I received and new e-mail saying, even before I got out of the Shop.

"It's on its way! Your item is now on its's way back to DJI UK Service Centre".

And all that on Christmas Day no less, that's what I call service!.
All the best.
Stephen.
2024-12-25
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DJI Natalia
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djiuser_zOiPayLL2Yuc Posted at 12-25 05:55
Update: I phoned Nottingham,DJI UK Service Centre,+44 (0)115 678 4010, got a gall back winin a few minutes, spoke to a very nice Tech Support lady, and she checked a few details, error codes, date of activation ect. and less than a few minutes later an email arrived with a QR code to drop off my faulty NEO (I'd just boxed up), and a quick walk up the road, and  I received and new e-mail saying, even before I got out of the Shop.

"It's on its way! Your item is now on its's way back to DJI UK Service Centre".

Thank you so much for keeping us informed! We are delighted to hear about your positive experience with our support team. Our ultimate goal is your satisfaction, and we are thrilled to know we can assist you promptly and efficiently.

We appreciate your business and look forward to resolving this issue together. Happy Holidays to you as well!
2024-12-27
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djiuser_zOiPayLL2Yuc
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Flight distance : 2168825 ft
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Hi Natalia,
Just checking to make sure the DJI Service Centre (UK) has received my NEO, I clicked on the email I received saying

[We've got your return item and it's now on its way back to DJI UK Service Centre, DJI UK Service Centre, Wed 25 Dec
If you need to get a progress check, click the button below.]

Unfortunately when I click on the button in the email, I get the an ERROR message.

Can you just confirm that you your UK DJI Service Centre has received my NEO?
Cos when I check the  DJI Repair Progress page, it just says [In Transit]

Thanks, Stephen.
2024-12-29
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DJI Diana
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djiuser_zOiPayLL2Yuc Posted at 12-29 07:35
Hi Natalia,
Just checking to make sure the DJI Service Centre (UK) has received my NEO, I clicked on the email I received saying

Hi there,
thank you for reaching out.

Before providing further assistance, can you provide us the ticket number?

Looking forward to your response.
2024-12-30
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djiuser_zOiPayLL2Yuc
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Flight distance : 2168825 ft
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Hi Natalia, Ticket Number is  CAS-19744769-L3K4T9.
Update: I just received a call from DJI and an e-mail this morning with some good news.
The e-mail said:
" DJI has determined to provide you with free repair service. The repair is expected to be finished within 2 to 3 business days, after which the product will be sent back to you. Click REPAIR PROGRESS INQUIRY for the detailed damage information. Thank you for choosing DJI"
Thanks Stephen,

2024-12-30
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DJI Diana
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djiuser_zOiPayLL2Yuc Posted at 2024-12-30 05:19
Hi Natalia, Ticket Number is  CAS-19744769-L3K4T9.
Update: I just received a call from DJI and an e-mail this morning with some good news.
The e-mail said:

Hi Stephen,
thank you for reaching out.

We appreciate the update provided and are pleased that your issue has been addressed appropriately.

Feel free to contact us if you have any questions.
1-1 02:15
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djiuser_zOiPayLL2Yuc
lvl.1
Flight distance : 2168825 ft
United Kingdom
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It's too windy at the moment here in Dorset (UK) to be flying my new Little NEO,  but wish all at DJI a very Happy New Year.  And can't wait to see your new drones for 2025, especially the  rumored  new DJI Flip
1-1 02:23
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