I’ve had the Ultra for about 1 month and I had done all the latest firmware updates .

Yesterday afternoon while flying my Mavic. The screen went very dark then blank.

I brought the bird back home and I tried to do a restart. Button made noise and vibrated but the screen would not wake up.

I took the battery out and left it out for a few hours. Still the same.
I tried again today no go.
I’ve held down the power button for 60sec. No go

This has happened to me before. I had a 5.5 CS and DJI ended up replacing it and I sold it.

It’s a shame these problems are still happening as the screen brightness is fantastic.

Hi, Forestjim, sorry to know the issue happens again.
May I know if there is power with the battery? Do you have a second battery to have a try.
The CrystalSky has been optimized in the latest firmware, did you update it to the latest version?

DJI Mindy Posted at 2017-12-25 01:57
Hi, Forestjim, sorry to know the issue happens again.
May I know if there is power with the battery? Do you have a second battery to have a try.
The CrystalSky has been optimized in the latest firmware, did you update it to the latest version?

Hi Mindy
Yes it has the lastest firmware updated a couple of days ago.
I have just tried to turn in on today but still doing the same.
I have worked out the it turns on but the screen is very dark
So dark you can hardly make it out
I’m try to do a reset but the screen is so dark
I’ve got the short cut button set up to make screen bright
That does not help either
He is the YouTube link



Thanks Mindy

Forestjim Posted at 2017-12-25 15:09
Hi Mindy
Yes it has the lastest firmware updated a couple of days ago.
I have just tried to turn in on today but still doing the same.

Hi Mindy
Update... my daughter with her young eyes we have managed to do a reset

The problem is still there. Screen is very very dark.. unreadable

Forestjim Posted at 2017-12-25 15:40
Hi Mindy
Update... my daughter with her young eyes we have managed to do a reset

Forestjim, thanks for coming back to us, the issue has been forwarded to our engineers to look into, you have our sincere apologies for the trouble caused, I will come back to you soon, please wait a moment, thank you.

DJI Mindy Posted at 2017-12-25 22:46
Forestjim, thanks for coming back to us, the issue has been forwarded to our engineers to look into, you have our sincere apologies for the trouble caused, I will come back to you soon, please wait a moment, thank you.

Thanks Mindy. I have sent you a PM with my case number on it

Forestjim Posted at 2017-12-26 02:01
Thanks Mindy. I have sent you a PM with my case number on it

PM received with thanks, thank you for the information, I will keep you updated once I get any feedback from our engineers, appreciate your patience.

DJI Mindy Posted at 2017-12-26 04:17
PM received with thanks, thank you for the information, I will keep you updated once I get any feedback from our engineers, appreciate your patience.

Thanks Mindy

DJI Mindy Posted at 2017-12-26 04:17
PM received with thanks, thank you for the information, I will keep you updated once I get any feedback from our engineers, appreciate your patience.

Thank you Mindy

Forestjim Posted at 2017-12-26 04:26
Thank you Mindy

Hello Sir, I got the feedback from our engineers, if the screen is still black when you adjust the screen bright to the maximum, the device will still need to be sent in for diagnosis, I'm so sorry for the trouble caused.

Hi Marty, I have had a look and that appears to be typical backlight failure tbh, if you shine a light on it you can see the image in the background but just no backlight from the LCD panel

one question though, if you turn it off completely then back on is it always completely dark ever with the startup logo ? If you shine a light on the screen you should be able to navigate to turn it off.

If it is always off even at boot up then it’s almost certain a hardware failure, if it’s not a firmware bug is a possible it’s unlikely, if your not on latest firmware give an update a try but I think you are.  

Sorry my bets are it’s hardware though sorry

Mad_Angler1 Posted at 2017-12-27 06:41
Hi Marty, I have had a look and that appears to be typical backlight failure tbh, if you shine a light on it you can see the image in the background but just no backlight from the LCD panel

one question though, if you turn it off completely then back on is it always completely dark ever with the startup logo ? If you shine a light on the screen you should be able to navigate to turn it off.

My Ultra is doing exactly the same thing. It's working but the screen is very dark. Using a torch and a high brightness screen for guidance I managed to perform a reset but this didn't,t help.

Update...
I’ve done some testing
Looks like a hardware issue with the backlight

I held a touch on the screen and I can get it to work. Did another factory setting reset
Went to setting
Got the the Turn up and down screen brightness
Moved the slider up & down
Screen will not become brighter  
I’ll send it back when I get home next week

mine too. See this https://forum.dji.com/forum.php? ... D463%26typeid%3D463

bobo Posted at 2017-12-27 16:27
mine too. See this https://forum.dji.com/forum.php?mod=viewthread&tid=124877&extra=page%3D1%26filter%3Dtypeid%26typeid%3D463%26typeid%3D463

Yes I saw your wows. Shame because I’m going to Hawaii  on Saturday
It’s good kit just some dodgy parts.
They will get the bugs out of them soon I hope.
I will keep the replacement one.

Trying to understand was settings were on when the Screen went black, could the forum members with the screen black out problem answer a few questions , thanks

Was the sleep setting set to 10min or never ?

Did you have the  "battery saver" setting , which has a option that reduces back light brightness,  turned on ?

When the screen blacked out, did you happen to have it at full brightness ?

Was SRE activated ?

lannes Posted at 2017-12-28 15:05
Trying to understand was settings were on when the Screen went black, could the forum members with the screen black out problem answer a few questions , thanks

Was the sleep setting set to 10min or never ?

Mine was never touched  from factory settings.

DJI Mindy Posted at 2017-12-27 05:23
Hello Sir, I got the feedback from our engineers, if the screen is still black when you adjust the screen bright to the maximum, the device will still need to be sent in for diagnosis, I'm so sorry for the trouble caused.

Thanks Mindy. I’ve sent it back to DJI in Australia

Forestjim Posted at 2018-1-5 22:25
Thanks Mindy. I’ve sent it back to DJI in Australia

OK, please keep me updated with the case number if you need any assistance during the repair process. Hope you will get it back soon.

DJI Mindy Posted at 2018-1-6 00:47
OK, please keep me updated with the case number if you need any assistance during the repair process. Hope you will get it back soon.

I will do Mindy

Not far away now. I’ve been flying with an iPad Pro or Mini IPad 4
In full sun trying to follow surfers or boats it’s  been hard.
Gee I missed the CS

Any news yet? Mines done the same thing!!! Used it for 5 minuets then screen randomly went black (first use)! Couldn't see anything while i was out today lucky it was in line of sight so i landed fine. This doesn't look good for DJI i bought the Spark and both batteries i bought where also DOA. I've gone to the support page to lodge a ticket but this isn't listed under the products how did you get a case number?

PS Although it's my first flight and only a 5 minuet video can i retrieve it before it goes in?

Thanks,
Lee.

Must be a bad batch Ultra's bought into Australia, quite a few with the backlight issues are from down under.
Did you get your CS locally ? Is it an Ultra ?

If you did , return it to who you bought it from, it will be quicker than DJI, sounds like your still within the 7 days cooling off period

lannes Posted at 2018-1-16 01:05
Must be a bad batch Ultra's bought into Australia, quite a few with the backlight issues are from down under.
Did you get your CS locally ? Is it an Ultra ?

Hi Iannes,

I actually bought directly from DJI. The original purchase was 26th December 2017. i received it last week due to holidays etc.

Yes, it's an Ultra

Thanks,
Lee.

LeeStevens318 Posted at 2018-1-16 02:03
Hi Iannes,

I actually bought directly from DJI. The original purchase was 26th December 2017. i received it last week due to holidays etc.

You shipped from the US ?

Were you aware of the DJI warranty policy, they don't have international warranty, only warranty in the country of purchase.

Hopefully you can get a easy return done, as there is no fix for the backlight failure

Great news . I received my repaired CS Ultra back today.
I did all the updates and did a factory reset .
Went for a good fly today going through 4 Mavic & 2 Spark batteries.
So for so go.
It was great to have it back. Full sun with no cover.
Unless I’m going stupid I can’t find where you download offline maps?
Has this fiture goon with the update ?
Fingers Crossed 3rd time lucky

LeeStevens318 Posted at 2018-1-16 00:27
Any news yet? Mines done the same thing!!! Used it for 5 minuets then screen randomly went black (first use)! Couldn't see anything while i was out today lucky it was in line of sight so i landed fine. This doesn't look good for DJI i bought the Spark and both batteries i bought where also DOA. I've gone to the support page to lodge a ticket but this isn't listed under the products how did you get a case number?

PS Although it's my first flight and only a 5 minuet video can i retrieve it before it goes in?

Hi Lee,

Just ring DJI Support Australian number. There is no option I could find for Crystalsky sopprt, so I just selected MAVIC. They will look after it for you. They a pretty good and aware of the problem.
If you live in Melbourne I have heard you can drop to them. They are in Burwood.
It takes a couple of days for them to send you a return free post voucher.
Seeing I’m in Brisbane and it takes 4 days to get to Melbourne via road. I just put the case number on it and paid for express post.
PM me your mobile number if you like and I’ll can give you some tips.

LeeStevens318 Posted at 2018-1-16 00:27
Any news yet? Mines done the same thing!!! Used it for 5 minuets then screen randomly went black (first use)! Couldn't see anything while i was out today lucky it was in line of sight so i landed fine. This doesn't look good for DJI i bought the Spark and both batteries i bought where also DOA. I've gone to the support page to lodge a ticket but this isn't listed under the products how did you get a case number?

PS Although it's my first flight and only a 5 minuet video can i retrieve it before it goes in?

Hi Lee,

Just ring DJI Support Australian number. There is no option I could find for Crystalsky sopprt, so I just selected MAVIC. They will look after it for you. They a pretty good and aware of the problem.
If you live in Melbourne I have heard you can drop to them. They are in Burwood.
It takes a couple of days for them to send you a return free post voucher.
Seeing I’m in Brisbane and it takes 4 days to get to Melbourne via road. I just put the case number on it and paid for express post.
PM me your mobile number if you like and I’ll can give you some tips.
Ps. You won’t be able to get data from the CS as you can’t see the screen ?
Try shinning a torch on it maybe you can see and transfer the cashe to a sd card.
If not you will have the get the footage from the bird

lannes Posted at 2018-1-16 03:08
You shipped from the US ?

Were you aware of the DJI warranty policy, they don't have international warranty, only warranty in the country of purchase.

Hi Iannes,
No in Australia we can order direct from DJI in China.
It’s like Apple and takes about 3-5 days.
It’s classed as Aussie stock for warranty.
DJI has an Australian office for repairs in Melbourne.

Forestjim Posted at 2018-1-16 03:35
Great news . I received my repaired CS Ultra back today.
I did all the updates and did a factory reset .
Went for a good fly today going through 4 Mavic & 2 Spark batteries.

Good to hear, you got the CS up and running again

Forestjim Posted at 2018-1-16 03:48
Hi Iannes,
No in Australia we can order direct from DJI in China.
It’s like Apple and takes about 3-5 days.

Oh right, didn't realise that, I have been always looking at the US store. Encouraging the warranty is supported down here

lannes Posted at 2018-1-16 04:15
Good to hear, you got the CS up and running again

Thanks Mate

Thanks guys. Got a case number this morning hopefully the shipping label comes soon.

Good luck. Let us know how you got on.
So far mine is holding steady after about 3 hours on it

Forestjim Posted at 2018-1-16 20:24
Good luck. Let us know how you got on.
So far mine is holding steady after about 3 hours on it

Failed again after about 5 hours
Not happy

I just received an email from DJI support saying they are sending me a new unit.

If it fails again I'm just going to keep sending it back.

There is something very wrong with CS Ultra on the main board, I bet there is "reflow" from getting too hot.

Jim since you have had 3  failures within 3 months, I think your entitled to a full refund plus interest

lannes Posted at 2018-1-30 22:01
There is something very wrong with CS Ultra on the main board, I bet there is "reflow" from getting too hot.

Jim since you have had 3  failures within 3 months, I think your entitled to a full refund plus interest

100% agree...just for the inconvenience.

Tviscomi Posted at 2018-1-31 03:08
100% agree...just for the inconvenience.

Thanks Boys for your concern.

I just got an email today from DJI that my replacement CSUltra has been shipped.
Hopefully, DJI has updated the firmware by the time I receive it early next week.
No special treatment for CS from this little black duck.
Full sun & heat and if it fails I’m just going to keep sending it back.
I might get a Mavic Air for free for 3 Times fails lol
Add - the serial number is only 56 in the number higher than my original one.

The same batch oopppsssss doesn't sound promising