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Vertical pixel error
467 18 1-14 05:54
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xp-38
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Dear all,
I have a Mini 4 Pro and I'm encountering a vertical white pixeled line over the entire image at the left side (see attached image). It is visibile in both the display and the recorded footage (video, photo), no matter the resolution, frame rate or mode.

I've had is sent in to my local dealer but they've sent it back stating that there was no error. I also received a sheet of DJI's Service Center with a case number and with Service type: repair but obviously nothing was done. What can I do now?

Any help is highly appreciated.

Pixel error on DJI Mini 4 Pro

Pixel error on DJI Mini 4 Pro
1-14 05:54
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Mobilehomer
First Officer
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United States
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Is the line there when you view the video/picture on a PC or phone? If not, the controller display is the problem.
1-14 06:32
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xp-38
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Unfortunately, the line is in the footage as well. See here: The black is a framegrab from the footage, and the other image is the same framegrab but brightness increased in Photoshop to make it more visible.
1-14 06:55
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DJI Diana
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Hi there,

We apologize for the inconvenience you have experienced. Could you please provide us with the case number (CAS) so we can investigate this further for you?
1-14 07:11
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xp-38
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Dear Diana; thank you for your assistance. The CAS number is: CAS-19611474-X0N5V1
1-14 07:16
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DJI Diana
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xp-38 Posted at 1-14 07:16
Dear Diana; thank you for your assistance. The CAS number is: CAS-19611474-X0N5V1

Thank you for the information you provided. We are checking this further with the relevant team and will get back to you as soon as we receive an update.

Thank you for your understanding and patience.
1-14 14:33
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DJI Susan
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Hello. Sorry for the inconvenience, we suggest you send it back to our repair center and we will handle it for you. Thank you for your patience and understanding.
Here is the link: https://repair.dji.com/gb/repair/index
1-15 02:07
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xp-38
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Thank you for the reply. Can you confirm that this will be handled within the warranty? And what assurance do I have that the fault will be fixed this time? And do I have to do this directly or via the local dealer?
1-15 04:43
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xp-38
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Anyone of DJI, please? Thank you.
1-16 02:25
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DJI Susan
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xp-38 Posted at 1-15 04:43
Thank you for the reply. Can you confirm that this will be handled within the warranty? And what assurance do I have that the fault will be fixed this time? And do I have to do this directly or via the local dealer?

Hello. Sorry for the late reply. Please rest assured that you can send it back to our official website repair center. We will provide you with a solution after receiving the device.
Here is the link: https://repair.dji.com/gb/repair/index
If you have already sent it back, you can tell us the case number and we will feedback to the relevant team for you. Thank you.
1-17 00:09
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xp-38
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The local dealer just told me that I have to send it in through him for warranty reasons. How can I make sure that your team will take a look at this? Can I send you a private message with the dealers information or the drone's serial number?
1-17 04:47
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_dji_user_
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I have always used the official DJI after-sales service and have never contacted local sellers. This way I can be sure that everything will be resolved quickly, with high quality and at a low cost.
1-17 05:58
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xp-38
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Thank you very much _dji_user_, I've submitted a service request without doing the detour through my local dealer.

@ DJI: Here's my new case number: CAS-20108061-R9W3C1

Please please please make sure, they really look at it this time.
1-17 06:37
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DJI Susan
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_dji_user_ Posted at 1-17 05:58
I have always used the official DJI after-sales service and have never contacted local sellers. This way I can be sure that everything will be resolved quickly, with high quality and at a low cost.

Hello. Thanks for sharing your feedback on our service. This will surely strengthen our customer relationship and foster advancement in customer service between our DJI customers. We're glad to be of service. Thank you for choosing DJI.
1-17 23:02
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DJI Susan
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xp-38 Posted at 1-17 06:37
Thank you very much _dji_user_, I've submitted a service request without doing the detour through my local dealer.

@ DJI: Here's my new case number: CAS-20108061-R9W3C1

Hello. Thank you for the information you provided. We will notify the relevant team to handle it. Thank you for your patience and understanding.
1-17 23:05
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DJI Susan
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xp-38 Posted at 1-17 06:37
Thank you very much _dji_user_, I've submitted a service request without doing the detour through my local dealer.

@ DJI: Here's my new case number: CAS-20108061-R9W3C1

Hello. We checked the logistics information and found that it has not been updated yet. We would like to confirm whether you have shipped the device. We look forward to your reply. Thank you.
1-20 01:57
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xp-38
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Thanks for your support. I had to send it in through my local dealer (After Sales Handling Digitec Galaxus AG, Switzerland). The previous case number was CAS-19611474-X0N5V1 (see above in thread) so that you can make the connection to the new case.
1-23 23:13
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DJI Gamora
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xp-38 Posted at 1-23 23:13
Thanks for your support. I had to send it in through my local dealer (After Sales Handling Digitec Galaxus AG, Switzerland). The previous case number was CAS-19611474-X0N5V1 (see above in thread) so that you can make the connection to the new case.

Hi there, thank you for sharing the case number and we will forward it to the relevant team. We will get back to you as soon as we receive any updates from the team.

Thank you for your kind understanding and support.
1-24 03:39
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xp-38
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Please note, that this is the OLD case number, not the new one! I don't have the new one since the case will be opened by my local dealer, as written above. There will be a NEW case. The error however is still the same, read beginning of thread. Thanks.
1-24 09:48
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