First off, I am new to Droning and really want(ed) to get in to this hobby and the Air was the prefect drone to do so. I had the Air for 5 days and flew it a couple batteries a night and I was in love!! On the 2-16-18 I took off from a precise Take Off and then after 15 feet the drone turned off and came crashing down. I did everything I was supposed to prior to the flight and you can tell from my flight logs that I did not even press any sticks... it just fell. DJI support has been everything but helpful and after a month of dealing with them I finally called and ask what the hold up is and then they just decided to update my case online after I call and say that it is my fault so I have to pay...!!! The crash happened on 2-16-18 and the Date Analysis team was looking at a 2-17 flight and saying it crashed then and it was my fault... I have email correspondence from 2-16 stating that is when it happened. All and All I am very disappointed and disgusted at the way this has been handled. I did buy DJI refresh but I feel that they should replace for free or give me my money back. From a non drone user DJI or drones it self are not ready for the masses!

I do not know how to post my logs here so if anybody could send me instructions I would appreciate it...

If you crashed it on the 16th how is there a flight log from the 17th?

The fall/crash damaged the gimbal, arms and body but it was still flyable. Mine was during a precise take off where it climbs to 20 feet but it rose to 15 and dropped.

Mavic Ace Posted at 2018-3-14 16:54
If you crashed it on the 16th how is there a flight log from the 17th?

Hi - unfortunately, I had a very similar experience with my brand new Mavic Air. I flew it once to just over 400 feet away - no problem (comes back and lands without issue). I then flew it using gesture control...again no problem. However on the third flight in the same first day ever flying, I took it out again in the same flight path as the first distance flight and at about 400 feet (140 feet up), I got some twitchy video in the DJI Go App. 2 seconds later, the video went "grey" and I got a warning message that I "Lost Signal". After 10 seconds, I got another prompt to "Return to Home".

I confirmed yes, and waited another 30 seconds and started walking toward where the drone was seen visually.  Where I flew had no obstructions (just short trees up to 10 feet tall) and throughout all flights I had at a minimum of 19 GPS/GLOSS satellite links showing in the app.

After 5-10 feet walking towards the drone, the gimble video feed came back in the DJI GO app. and I could clearly see the drone had crashed (hard) into the ground. If anyone has experience looking at the Flight Record logs from the app. - this is what apparently happened:

16.145 :    4350 [L-BATTERY]get_cell_voltage_callback_ack failed!||
20.429 :    4602 [L-RC]mode switch changed!
20.429 :    4602 [L-N_MIS]req abort all for rc mode switch
20.449 :    4603 [L-N_MIS]Switch new mis 3 req 2 from mis 22 req 14
20.449 :    4603 [L-FLYMODE]SWITCH2HOVER!
21.777 :    4681 [L-FMU/LED]type:0, normal flash action:
21.777 :    4681 [L-FMU/LED]c0:0,1;c1:0,3;c2:0,1;c3:2,3;c4:0,3;c5:0,3;c6:0,1;c7:0,3
22.401 :    4717 [L-FMU/FSM]not near ground
22.409 :    4718 [L-FMU/MOTOR]safe_near_grd:false
26.678 :    4968 [L-FDI][sensor_api_info] head(2,0,31,4).|
37.040 : {task_e}INFO:i2c3 core recovery||
37.041 : {task_e}INFO:[I2C-L623]:bus_idle time out! MA:1, TFE:0
37.041 : {task_e}INFO:i2c3 Critical error in master_xfer ||
37.041 : {task_e}INFO:Critical ERROR:i2c3 i2c_queue_start fail||
37.041 : {task_e}INFO:i2c 3 sync xfer fail - 20038948 --14 ||
37.053 : {task_e}INFO:i2c3 core recovery||
37.066 : {task_e}INFO:i2c3 core recovery||
37.066 : {task_e}INFO:[I2C-L623]:bus_idle time out! MA:1, TFE:0
37.066 : {task_e}INFO:i2c3 Critical error in master_xfer ||
37.066 : {task_e}INFO:Critical ERROR:i2c3 i2c_queue_start fail||
37.066 : {task_e}INFO:i2c 3 sync xfer fail - 20038948 --14 ||
37.083 : {task_e}INFO:i2c3 core recovery||
37.083 : {task_e}INFO:[I2C-L623]:bus_idle time out! MA:1, TFE:0
37.083 : {task_e}INFO:i2c3 Critical error in master_xfer ||
37.083 : {task_e}INFO:Critical ERROR:i2c3 i2c_queue_start fail||
37.083 : {task_e}INFO:i2c 3 sync xfer fail - 20038948 --14 ||
37.103 : {task_e}INFO:i2c3 core recovery||
37.103 : {task_e}INFO:[I2C-L623]:bus_idle time out! MA:1, TFE:0
37.103 : {task_e}INFO:i2c3 Critical error in master_xfer ||
37.103 : {task_e}INFO:Critical ERROR:i2c3 i2c_queue_start fail||
37.103 : {task_e}INFO:i2c 3 sync xfer fail - 20038928 --14 ||
37.125 : {task_e}INFO:i2c3 core recovery||
37.126 : {task_e}INFO:[I2C-L623]:bus_idle time out! MA:1, TFE:0
37.126 : {task_e}INFO:i2c3 Critical error in master_xfer ||
37.126 : {task_e}INFO:Critical ERROR:i2c3 i2c_queue_start fail||
37.126 : {task_e}INFO:i2c 3 sync xfer fail - 20038948 --14 ||
37.152 : {task_e}INFO:i2c3 core recovery||
37.153 : {task_e}INFO:[I2C-L623]:bus_idle time out! MA:1, TFE:0
37.153 : {task_e}INFO:i2c3 Critical error in master_xfer ||
37.153 : {task_e}INFO:Critical ERROR:i2c3 i2c_queue_start fail||
37.153 : {task_e}INFO:i2c 3 sync xfer fail - 200389a0 --14 ||
37.153 : {task_e}INFO:smbus_read  CMD_PRESENT_STATE error||

All I can gather is that my Mavic Air had a "core dump" occur during mid-flight and just prior to falling out of the sky had switched to HoverMode. It should have returned to Home as instructed from the DJI Go App. seems to have turned itself off and fell 140 feet and breaking the gimble camera assembly. Internally, I can't tell what else may have been damaged but given how tough these things are, I would be more concerned the next time if a person/animal was in its path falling from the sky!

So far the response from DJI has been "sorry, insufficient data" but I already confirmed ALL DJI Go Flight Data has been sync'd to DJI Cloud so what gives? Before sending in the Mavic Air, I was able to download all onboard flight data but the current DJI Assistant Viewer app. is broken (tries to open file but all I get is an empty diag. page in app.). I won't even go into all the security warnings the Viewer app throws during install...apparently this software is getting flagged as malware but if I didn't have DJI Care Refresh, I think I would be screwed in this situation.

In summary, if you ask for Data Analysis from DJI after a crash, don't count on either the  DJI Assistant/Viewer app. or DJI Support actually being able to figure out what happened unless you did something stupid/obvious to cause the crash and well if that is case, it is your fault so pay up. Otherwise, get DJI Refresh and hope your "new" replacement drone doesn't have the same undiagnosed problems.

Anybody else have something like this happen... if so, what else can I do?

djiuser_L6npSFTEfwnI Posted at 2018-3-14 17:18
Hi - unfortunately, I had a very similar experience with my brand new Mavic Air. I flew it once to just over 400 feet away - no problem (comes back and lands without issue). I then flew it using gesture control...again no problem. However on the third flight in the same first day ever flying, I took it out again in the same flight path as the first distance flight and at about 400 feet (140 feet up), I got some twitchy video in the DJI Go App. 2 seconds later, the video went "grey" and I got a warning message that I "Lost Signal". After 10 seconds, I got another prompt to "Return to Home".

I confirmed yes, and waited another 30 seconds and started walking toward where the drone was seen visually.  Where I flew had no obstructions (just short trees up to 10 feet tall) and throughout all flights I had at a minimum of 19 GPS/GLOSS satellite links showing in the app.

Sorry to heat that djiuser_L6npSFTEfwnI... I bet your heart was pounding!

I do have DJI refresh but I am unwilling to pay it unless they prove to me that it was my fault and if they can not then I would rather have a refund. I have lost confidence in DJI and droning it self... you can not make flying objects that fall out of the sky and get my money.

This is what the replied but this was for the wrong flight. It is funny to me that they claim it was crashed on 2-17!!!  All of it is probably BS so they do not have to pay.
1. Unit was in Sport mode and was responsive to RC input. 2. Ultrasonic was not able to detect the height correctly throughout the flight, indicating VPS was unavailable due to ambient light being weak. 3. At t=618s, relative height=20m, user commanded pitch stick forward and unit acted landing then shut off motors in air due to obstruction to the downward VPS ultrasonic sensor Force impact date: 02/17/2018 Force impact GPS location: 29.733342 -95.565904 Conclusion: VPS obstruction caused motor shut off. [Non warranty Repair] Dear Customer, Unfortunately, damage that is not caused by a product malfunction or is out of the warranty period is not covered by DJI aftersales policy. We will either repair it or replace it with a product that's new or equivalent to new in both performance and reliability after payment has been received.

Mavic Ace Posted at 2018-3-14 16:54
If you crashed it on the 16th how is there a flight log from the 17th?

The fall/crash damaged the gimbal, arms and body but it was still flyable. Mine was during a precise take off where it climbs to 20 feet but it rose to 15 and dropped.

It can get confusing when a second poster asks for help in the original posters thread.  I would suggest that djiuser_L6npSFTEfwnI should start his/her own thread.

Far_North Posted at 2018-3-14 17:58
It can get confusing when a second poster asks for help in the original posters thread.  I would suggest that djiuser_L6npSFTEfwnI should start his/her own thread.

Any advice for me... the Original Poster?

SOrry to hear!

PatrickE Posted at 2018-3-14 18:00
Any advice for me... the Original Poster?

PM one of the ADMIN and nicely ask for help and they will usually help you navigate with the Tech support.

PatrickE, I'm so sorry for the unpleasant experience. I have tried to get the case number via the forum info, but failed. Could you leave your case number here? I'd like to check the exact status and whether we can help.

DJI Susan Posted at 2018-3-14 18:38
PatrickE, I'm so sorry for the unpleasant experience. I have tried to get the case number via the forum info, but failed. Could you leave your case number here? I'd like to check the exact status and whether we can help.

CAS-1486123-F0L8T2

Thanks for seeing this. Please let me know what I can do... I plan to call DJI tomorrow to inform them that the based their decision of pilot error on the wrong flight. I had flights all the way up until the 21st so I am not sure why they picked one from the 17th. There was a flight where the controller lost connection to the controller but the MA just safely RTH.

djiuser_L6npSFTEfwnI Posted at 2018-3-14 17:18
Hi - unfortunately, I had a very similar experience with my brand new Mavic Air. I flew it once to just over 400 feet away - no problem (comes back and lands without issue). I then flew it using gesture control...again no problem. However on the third flight in the same first day ever flying, I took it out again in the same flight path as the first distance flight and at about 400 feet (140 feet up), I got some twitchy video in the DJI Go App. 2 seconds later, the video went "grey" and I got a warning message that I "Lost Signal". After 10 seconds, I got another prompt to "Return to Home".

I confirmed yes, and waited another 30 seconds and started walking toward where the drone was seen visually.  Where I flew had no obstructions (just short trees up to 10 feet tall) and throughout all flights I had at a minimum of 19 GPS/GLOSS satellite links showing in the app.

We sincerely apologize for the troubles. I managed to get the case number via the forum info, and have forwarded this to the designated team for investigation. Hope we can get it sorted out shortly. Appreciate your patience.

Far_North Posted at 2018-3-14 17:58
It can get confusing when a second poster asks for help in the original posters thread.  I would suggest that djiuser_L6npSFTEfwnI should start his/her own thread.

Just trying to offer some of my experience and flying scenario for context in this "falling out of the sky" experience. My situation was different in that I had DJI Care and I chose to just get it replaced unlike the original poster. Happy to repost my air drop experience in a separate forum...

PatrickE Posted at 2018-3-14 18:50
CAS-1486123-F0L8T2

Thanks for seeing this. Please let me know what I can do... I plan to call DJI tomorrow to inform them that the based their decision of pilot error on the wrong flight. I had flights all the way up until the 21st so I am not sure why they picked one from the 17th. There was a flight where the controller lost connection to the controller but the MA just safely RTH.

Received with thanks! We’re aware of your case and working on it now, please sit tight while we’re reviewing it, we will keep you updated.

The Same thing just happened to me. Sent a link to my logs in Support case #1374004. Mine was in QuickShot Mode.

00m 43s        11.8 ft        36 ft        Warning        ActiveTrack Flight Ended:Cannot find subject
J        00m 44s        11.8 ft        38 ft        Mode        Mode changed to P-GPS
K        01m 18s        22.6 ft        69 ft        Mode        Mode changed to ActiveTrack
L        01m 22s        22.6 ft        68 ft        Tip        Aircraft is in QuickShot Mode. Ensure your enviornment is free of potential obstacles.
        01m 48s        154.2 ft        163 ft       

90% Battery
        01m 57s        154.2 ft        164 ft       

90% Battery at maximum distance
M        02m 25s        131.2 ft        132 ft        Warning        Strong Interference to Aircraft. Signal interruption may be more likely. Fly with caution.
N        02m 38s        58.4 ft        76 ft        Tip        QuickShot has ended. Aircraft is flying back to the start point.
O        02m 39s        30.5 ft        77 ft        Warning        Not Enough Force/ESC Error (repeated 3 times)
P        02m 40s        18.7 ft        78 ft        Mode        Mode changed to P-GPS
Q        02m 40s        18.7 ft        78 ft        Warning        Not Enough Force/ESC Error (repeated 15 times)
R        02m 41s        -34.8 ft        87 ft        Tip        Switched to Backup IMU
S        02m 41s        -34.8 ft        87 ft        Warning        Not Enough Force/ESC Error (repeated 3 times)

fansbf13d2d5 Posted at 2018-9-23 11:14
The Same thing just happened to me. Sent a link to my logs in Support case #1374004. Mine was in QuickShot Mode.

00m 43s        11.8 ft        36 ft        Warning        ActiveTrack Flight Ended:Cannot find subject

Hi there, we are so sorry for the crash accident, since your drone is still in the warranty period, our support has replied and suggested to send in the drone for further evaluation and data analysis, we will have the professional data analysis team help to figure out what happened to the drone when it arrives in the repair center, please follow the email guidance to start a ticket online, thank you.