Hi, i have osmo pro x5, however there is no live view. so my screen in my dji go app is blank or black. I still can change the settings, i can move the gimbal with screen or joystick, record video, take photo and i can preview the image if i press media. so do in the sd card when i put it in my laptop i can see the files. But still no image in live view please help !!!! i already tried to reformat sd card, try different sd card ( 3 sd cards!!)  at first when i upgrade it to the latest firmware it stucked at 99% until the battery died. then i also tried downgrade and upgrade again but still error. but this time the red led will on and beep beep beep. Furthermore, i used iphone 6, galaxy edge7, xperia z2 still no good news. Previously it work fine but now like this> pls dont say i must sent this to dji for the warranty because it is impossible even if i can send the stuff to dji, when the stuff coming back entering my country Indonesia.  The custom will not allowed me to get the item even it is warranty RMA stuff. they want see the papers bla bla bla and must pay ridiculously amount of money that does not make sense. Please help, i need to use it for upcoming even next week. https://www.dropbox.com/s/59f0cmwfqu2n85c/IMG_3234.JPG?dl=0 https://www.dropbox.com/s/f9tzaxxfzikq5jt/IMG_3238.JPG?dl=0 https://www.dropbox.com/s/kzkgtm51b1duloy/IMG_3242.PNG?dl=0

Delete history success.  FOCUS NOT CONNECT. Upgrading ... FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:10 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.03.00.40.bin FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:10 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.03.00.40.bin FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:09 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Upgrading ... FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:10 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin  ========== 2014.01.01 00:00:10 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:12 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Upgrading ... FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:10 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:12 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Upgrading ... FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:12 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Upgrading ... FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:10 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.  ========== 2014.01.01 00:00:09 remo-con disconnect====== Packet: OSMO_FC550_FW_V01.04.00.70.bin FOCUS NOT CONNECT. Upgrading ... FOCUS NOT CONNECT. Result: Failed. Reboot the aircraft and try to upgrade the firmware again.

I guess the problem is the ENCODER FAILED . What is this? how to fix that? i still cant update the firmware successfully.

fans0c23f15f Posted at 2017-8-12 17:35
I guess the problem is the ENCODER FAILED . What is this? how to fix that? i still cant update the firmware successfully.

https://www.dropbox.com/s/rk53kuyt729bt0g/IMG_3257.PNG?dl=0

i never see it turn green, but the iphone 6 dji go app show that im at the latest firmware. but if it true. why still no live view on my osmo pro x5???/

DJI PLEASE HELP !!!

Could you provide the upgrading LOG file with us? Please try to wipe the contact by alcohol and upgrade again.

DJI Thor Posted at 2017-8-13 01:40
Could you provide the upgrading LOG file with us? Please try to wipe the contact by alcohol and upgrade again.

sure, please check it below.

https://www.dropbox.com/s/ra85x4 ... _RESULT_AB.txt?dl=0

https://www.dropbox.com/s/7v1p52 ... _RESULT_AB.txt?dl=0

https://www.dropbox.com/s/hgiani ... _RESULT_AB.txt?dl=0

fans0c23f15f Posted at 2017-8-13 02:05
sure, please check it below.

https://www.dropbox.com/s/ra85x4haludph3v/1OSMO_FC550_FW_RESULT_AB.txt?dl=0

This is the result log. Upgrading LOG is on the hidden file named "MISC" on the root directory of the SD card.  

DJI Thor Posted at 2017-8-13 02:12
This is the result log. Upgrading LOG is on the hidden file named "MISC" on the root directory of the SD card.

Hi, may i know how to show the hidden file , i have no clue.

DJI Thor Posted at 2017-8-13 02:12
This is the result log. Upgrading LOG is on the hidden file named "MISC" on the root directory of the SD card.

DJI THOR, i got it by using my android phone.

https://www.dropbox.com/s/so2lux ... %20%281%29.txt?dl=0

https://www.dropbox.com/s/peqgyi ... _FW_LOG_AB.txt?dl=0
https://www.dropbox.com/s/vv1zg5u04cjb17o/OSMO_FC550_FW_LOG_AB%20%282%29.txt?dl=0

fans0c23f15f Posted at 2017-8-13 02:47
DJI THOR, i got it by using my android phone.

https://www.dropbox.com/s/so2lux ... %20%281%29.txt?dl=0

Please update the following firmware to SD card, and update again via the steps below:
Download the firmware to the root directory of SD card;
Before power on, keep pressing the Trigger and Record button at the same time, then press Power switch for about 5 seconds until the indicator blinks red and green alternatively.
A few minutes later, when the indicator becomes solid green, delete the firmware in SD card and reboot the Osmo Pro.

DJI Mindy Posted at 2017-8-13 22:53
Please update the following firmware to SD card, and update again via the steps below:
Download the firmware to the root directory of SD card;
Before power on, keep pressing the Trigger and Record button at the same time, then press Power switch for about 5 seconds until the indicator blinks red and green alternatively.

A few minutes later, when the indicator becomes solid green, delete the firmware in SD card and reboot the Osmo Pro.

which indicator the one at the gimbal head ? or at handle if handle left or right?

DJI Mindy Posted at 2017-8-13 22:53
Please update the following firmware to SD card, and update again via the steps below:
Download the firmware to the root directory of SD card;
Before power on, keep pressing the Trigger and Record button at the same time, then press Power switch for about 5 seconds until the indicator blinks red and green alternatively.

when the indicator becomes solid green, delete the firmware in SD card and reboot the Osmo Pro.

when the system camera indicator(right led) change from red green blinking to solid green. i turn of the osmo then delete the firmware and reboot the osmo. ( i also tried by just deleting the bin file and also formatting the whole sd card)

if you mean by solid green indicator is the camera indicator (left led) it wont be solid green. at the end it will be red led and beep beep sound

fans0c23f15f Posted at 2017-8-14 02:01
when the indicator becomes solid green, delete the firmware in SD card and reboot the Osmo Pro.

when the system camera indicator(right led) change from red green blinking to solid green. i turn of the osmo then delete the firmware and reboot the osmo. ( i also tried by just deleting the bin file and also formatting the whole sd card)

I've seen the log you sent, there is something wrong with the image transmission module, the X5 will need to be sent in, please send email to support@dji.com to start a ticket.
You have our sincere apologize for the inconvenience that has been caused.

DJI Mindy Posted at 2017-8-15 01:03
I've seen the log you sent, there is something wrong with the image transmission module, the X5 will need to be sent in, please send email to  to start a ticket.
You have our sincere apologize for the inconvenience that has been caused.

like what seriously? after doing the update my osmo pro x5 become faulty???
DJI ??? i spent so much money for this stuff, then in the end i need spend more money get it work properly??? come on.

I'm located at Indonesia,Balikpapan, East Kalimantan that does not make sense to me to ship the stuff to dji in china.
As the shipping fees would be very high and furthermore when the item back from RMA. The custom in my country would not let the item delivered to me unless i have the export/import paper then must pay ridiculously amount of money to get it release if not prepare to say good bye to the stuff that is hold in the custom.

fans0c23f15f Posted at 2017-8-15 20:55
like what seriously? after doing the update my osmo pro x5 become faulty???
DJI ??? i spent so much money for this stuff, then in the end i need spend more money get it work properly??? come on.

I understand your frustration and situation, but there is nothing we can do remotely.
Here is a recommended repair center in Indonesia, you can contact them to see if they can assist.

Hi Guys

I had the same issue with my Osmo Pro (X5). With the chat support I'm getting the instruction to reinstall the app on my iPad. This works for me.

Have fun with your Osmo
Info: Firmware 1.4.0.70

No hope man for me dji ask me to send the osmopro combo, but after contacting them they nkt replying me case 733502

BNo hope man for me dji ask me to send the osmopro combo, but after contacting them they not replying me case 733502

Customer service Blair Tang trply me!!!


Its been 2 weeks.

fans0c23f15f Posted at 2017-9-28 20:25
BNo hope man for me dji ask me to send the osmopro combo, but after contacting them they not replying me case 733502

Customer service Blair Tang trply me!!!

Sorry for the experience with our product, the case has been created on 2017/9/13, have you sent the device in? We haven't received it.
Can you please leave us with the shipping label and the name of the courier you selected?

@DJIMINDY How do you expect me to send my osmo pro combo, when the customer service Blair Tang did not respond to my email, you want me send it then when i asl later dji "oh dear you haven done this or that so this is not our responsibilities" damnnn.

So for now answer my EMAIL !!
Im tired of DJI already

Hello dji !!!

Can i get a reply? Dji email no teply, forum also no reply. What can i do..... i think i have waste my money on this dji products.

Can you really reply your customer dji Dji?

DJI Mindy Posted at 2017-9-28 23:26
Sorry for the experience with our product, the case has been created on 2017/9/13, have you sent the device in? We haven't received it.
Can you please leave us with the shipping label and the name of the courier you selected?

???? reply me can ???

fans0c23f15f Posted at 2017-10-8 02:45
???? reply me can ???

We are so sorry for the late response because of Chinese National Day Holiday.
Please send in the Osmo handle, Adapter and X5 camera, our repair center will take care of it.

DJI Mindy Posted at 2017-10-10 02:03
We are so sorry for the late response because of Chinese National Day Holiday.
Please send in the Osmo handle, Adapter and X5 camera, our repair center will take care of it.

1. Without the lens right?
2. can you make sure i get my stuff back repaired and working perfectly and with the same serial number? cos i ready at the forum many people complain that after they send in the product when they received it still have problem not working properly and in different serial number. Can you make sure that?
3. I need DJI to provide me Shipping Label about my osmo x5 pro combo so it will be stated clearly that this is no commercial value because this is RMA unit that is being send for repair not for import/export or even for sale.
4.What are the cheapest option to me send my stuff from my town balikpapan indonesia,76114 to hong kong? cos i already checked the price are like 150usd ++
5.When the my product repaired, DJI will pay for the shipping back to my doorstep right?

fans0c23f15f Posted at 2017-10-11 18:15
1. Without the lens right?
2. can you make sure i get my stuff back repaired and working perfectly and with the same serial number? cos i ready at the forum many people complain that after they send in the product when they received it still have problem not working properly and in different serial number. Can you make sure that?
3. I need DJI to provide me Shipping Label about my osmo x5 pro combo so it will be stated clearly that this is no commercial value because this is RMA unit that is being send for repair not for import/export or even for sale.

1. Please send in lens as well.
2. Our engineers will try their best to repair if it is repairable, but I cannot make sure the device will be repaired instead of replacement, it needs to be evaluated firstly.
3. We cannot provide free shipping label for Indonesia, you may need to pay the express fee.
4. Customers usually prefer UPS, FeDex and so on, it depends.
5. We will cover the shipping fee when send back the device after repairing if it is malfunction. But if it is user's error, you will need to pay.

I mean you need to provide me commercial invoice that stated that  the descirbed equipment is being imported and return for repair and not be offered for sale or otherwise marketed.

If you give me this already im not afraid to send my stuff becuase i know it wont be a problem at the custom when sending and recieving.

That was gopro did to me when i claim rma unit just for cheap action cam. I believe DJI also can do better than that since the product that i bought cos alot of money ok !!'

Like this i need this kind commercial invoice dji.

fans0c23f15f Posted at 2017-10-12 09:04
Like this i need this kind commercial invoice dji.

I'm afraid you need to send email to support@dji.com for further assistance. My colleague will assist.

I did and still no reply untill now.

Customer service BLAIR TANG!!

fans0c23f15f Posted at 2017-10-13 01:31
Customer service BLAIR TANG!!

It seems they didn't receive your email, could you please post the ticket number here?

  Your request（#774641）has been updated, please reply the email below.
Your repair service case number is CAS-991554-K9K2V6.

fans0c23f15f Posted at 2017-10-13 03:16
Your request（#774641）has been updated, please reply the email below.
Your repair service case number is CAS-991554-K9K2V6.

I've seen Blair has replied your email. Please check it out.

Nope, u can see from the screenshot

Please refer to this photo

Hello DJI?

fans0c23f15f Posted at 2017-10-18 02:23
Hello DJI?

Hi, Jimmy, you still didn't receive the email from Blair? Blair replied to your every email, would you please check the spam? If not, please provide us your another email account.
Anyway, here is the screenshot of her reply. Since we never heard customers need us to provide the commercial invoice, we have no idea what that is and the picture you uploaded is too blurry to review, would you please explain more and upload a clear picture? Thanks for your time.

No i didnt receive any email like your screenshot above.
May be try to email me at
jimmyxii_998@yahoo.com

No why i need to ask the courier company to provide me the shipping label or invoice.

Last time when i claimed Rma for gopro, they provide me the shipping label and also the commercial innvoice.

So when i send in my stuff and receiving my stuff i wont have any problem with custom. Since the studd is out and in for service for RMA not for any sale or commercial related.

If gopro can provide me for such cheap action cam, why dji cannot? Dji product not cheap, osmo pro combo x5 hello.....

I just want peace when by not havig any problem with custom cos it gonna big and long problem to deal with in my country.