Team.

I recently purchased an Osmo+ from a retailer close to my home. They had a demo unit. They tried to show the Osmo working, however they were unable. The unit was unable to get a picture on their demo mobile phone in the store. However, I previously used a DJI Osmo Mobile - and I was aware of how it was meant to work - and proceed to purchase.

Upon getting the unit home, I had initial probems getting it to work. I was experiencing the same issues that the retailer had on their store unit. I tried reinstalling the DJI go app, I tried three different phones, I tried firmware refresh. Nothing worked.

I called DJI and they confirmed the steps that I had already performed, and created a repair case. Subsequently, I was advised that the unit was "repaired", and being shipped back to me. There was no details of what exactly was repaired.

I was a little cynical about the repair... so I created a video of the unboxing and power up process. I have not yet edited the video - but the raw footage is available. To save the pain of editing... let me say, that the unit failed within minutes of powering it up after unboxing.

I repeated the firmware refresh, and mobile phone app reinstall. Despite these steps, the problems continiued.

I called DJI support. They asked me to refresh the firmware and reinstall the app. I advised that these steps had already been completed. Support advised they would escalate and get back to me with next steps.

My question to those here. Am I the only one? Do others get the wifi issues with the Osmo using IOS phones?

Hi Greg, we're sorry to read the troubles. I managed to get the previous case number via the forum info, and checked that the unit works before shipping.May I have the sample video for better assistance? We'd like to check the exact status and try our best to help you out.

The video of the unboxing and fault is long (still unedited). And lets just say - I got a little frustrated when it didn't work

I can make a new video of the problem and put it up on my youtube channel if you like...

greg.k Posted at 2018-8-6 22:04
The video of the unboxing and fault is long (still unedited). And lets just say - I got a little frustrated when it didn't work

I can make a new video of the problem and put it up on my youtube channel if you like...

Thanks for getting back to us. Please kindly upload the video to Dropbox or Google Drive, then share the link with us, we'll forward to our engineers for double check, thanks so much!

DJI Susan Posted at 2018-8-6 22:44
Thanks for getting back to us. Please kindly upload the video to Dropbox or Google Drive, then share the link with us, we'll forward to our engineers for double check, thanks so much!

Hi Susan.

I dont use those platforms... I put the video on a small personal youtube channel instead of my usual one. Not sure if the video embed will work - but here goes.

https://www.youtube.com/watch?v=zic3x3UTWUI

greg.k Posted at 2018-8-7 15:40
Hi Susan.

I dont use those platforms... I put the video on a small personal youtube channel instead of my usual one. Not sure if the video embed will work - but here goes.

Greg, well received, thank you! Just to verify, have you tried to reset the camera settings? If not, make sure both App and firmware have been updated to the latest version, and reset the camera settings to see whether it helps. If still no luck, I'm sorry that you may send the unit in again, please keep us posted on the latest progress, thanks!

DJI Susan Posted at 2018-8-8 00:28
Greg, well received, thank you! Just to verify, have you tried to reset the camera settings? If not, make sure both App and firmware have been updated to the latest version, and reset the camera settings to see whether it helps. If still no luck, I'm sorry that you may send the unit in again, please keep us posted on the latest progress, thanks!

Reset, refreshed, re-everything... Your support team have referred this to a "product specialist" two days ago - Waiting on feedback...
It is concerning that the rosetta mount gets so hot, that I believe it is a safety hazard requiring immediate action.

greg.k Posted at 2018-8-8 18:12
Reset, refreshed, re-everything... Your support team have referred this to a "product specialist" two days ago - Waiting on feedback...
It is concerning that the rosetta mount gets so hot, that I believe it is a safety hazard requiring immediate action.

Hi greg.k, we are sorry again for the unpleasant experience with the repair center, a new case has been created, it is recommended to send in again for the evaluation, our repair center will help to take care of it this time, thank you.

DJI Mindy Posted at 2018-8-8 23:45
Hi greg.k, we are sorry again for the unpleasant experience with the repair center, a new case has been created, it is recommended to send in again for the evaluation, our repair center will help to take care of it this time, thank you.

So. The osmo was sent back and received by DJI on the 15th. Just a reminder, this is the 2nd repair attempt.

When sending the unit back this time, I was told that the SD card that was faulty... and the unit would be sent back to me again with a new SD card. I questioned how the new SD card would stop me from getting burnt. To be clear, the unit was previously so hot that it would cause a burn to my hand if I did not release my grip... Yet DJI has not responded on this topic.

And then... silence. No shipment back, no returned unit. No nothing. This is simply unacceptable. Now being handled by Andy... who promises to get back to me in one or two days... but promises have been made before, and not met.

greg.k Posted at 2018-8-28 23:15
So. The osmo was sent back and received by DJI on the 15th. Just a reminder, this is the 2nd repair attempt.

When sending the unit back this time, I was told that the SD card that was faulty... and the unit would be sent back to me again with a new SD card. I questioned how the new SD card would stop me from getting burnt. To be clear, the unit was previously so hot that it would cause a burn to my hand if I did not release my grip... Yet DJI has not responded on this topic.

Hi Greg, sorry for the continued unpleasant experience, upon checking the case, our repair team didn't find the burnt issue, it was probably caused by turning off the fans during recording video, the progress was delayed because the SD card was out of stock before, currently, the process is normal, we will inform the team to speed up and get it addressed as soon as possible.

DJI Mindy Posted at 2018-8-29 03:26
Hi Greg, sorry for the continued unpleasant experience, upon checking the case, our repair team didn't find the burnt issue, it was probably caused by turning off the fans during recording video, the progress was delayed because the SD card was out of stock before, currently, the process is normal, we will inform the team to speed up and get it addressed as soon as possible.

Unit returned. Within 5 minutes of turning on the unit, video failed again. Further, the rosette mount is starting to warm up as well. I will be making a video and posting this tomorrow.

I am speaking to Howie and he has agreed to take care of this matter personally.

Right now, it is not as hot as last time - but I can feel it heating up already. Tomorrow, I will be doing a youtube video using a FLIR thermal camera, to show the thermal problem with this unit...

greg.k Posted at 2018-9-3 23:00
Unit returned. Within 5 minutes of turning on the unit, video failed again. Further, the rosette mount is starting to warm up as well. I will be making a video and posting this tomorrow.

I am speaking to Howie and he has agreed to take care of this matter personally.

Hi Freg, glad to know you have received the device, please turn on the fans during shooting to see if the handle will get hot that quickly, since our repair center didn't replicate the issues as you mentioned, a video would be much appreciated.

DJI Mindy Posted at 2018-9-4 04:57
Hi Freg, glad to know you have received the device, please turn on the fans during shooting to see if the handle will get hot that quickly, since our repair center didn't replicate the issues as you mentioned, a video would be much appreciated.

What fans? Is there a setting in DJI GO to turn on fans?

greg.k Posted at 2018-9-4 16:21
**** The posts are shielded ****

Is there a reason why my post is shielded? I am asking about why my camera is getting hot - but it looks like that is not something DJI wish to talk about>

greg.k Posted at 2018-9-4 16:47
Is there a reason why my post is shielded? I am asking about why my camera is getting hot - but it looks like that is not something DJI wish to talk about>

Let me try again. My earlier post contained a link to the reference where I got statistics from below. I removed the link to prevent any concerns. If you google "Hot Enough to Fry an Egg on the Sidewalk This Weekend" ... you will find the source material. Anyway. Onto my concern.

As I write this post, I just completed recording raw footage for a video documenting the failure of the unit again... My thermal camera is reading the rosette mount reached as high as 56 degrees celsius (132 Fahrenheit).

I note on the specifications for the unit that the maximum operating temperature of the battery is rated as 40 degrees. If the temperature on the outside of the camera being used in winter in a cold room with no movement of the camera is exceeding the maximum rated temperature of the battery, is there any risk of fire or explosion if I continue to use this equipment?

A quick search online tells me that 56.7 degrees celcius is the hottest temperature recorded on earth... and you can cook an egg on a sidewalk at 55 degrees. With respect, an Osmo would be an expensive kitchen appliance to cook eggs. I want to use a camera, not contribute to global warming.

Has the Osmo + been manufactured to meet any particular safety standards? Is so, which ones?

greg.k Posted at 2018-9-4 17:09
Let me try again. My earlier post contained a link to the reference where I got statistics from below. I removed the link to prevent any concerns. If you google "Hot Enough to Fry an Egg on the Sidewalk This Weekend" ... you will find the source material. Anyway. Onto my concern.

As I write this post, I just completed recording raw footage for a video documenting the failure of the unit again... My thermal camera is reading the rosette mount reached as high as 56 degrees celsius (132 Fahrenheit).

Hi Greg, please try to turn on the fans from here: Click the gimbal icon on the right corner, check Audio Control, disable the Mute Fan to see whether it helps. Also, it is not recommended to keep the unit working for a too long time, you may go on after a short rest.

DJI Susan Posted at 2018-9-5 02:10
Hi Greg, please try to turn on the fans from here: Click the gimbal icon on the right corner, check Audio Control, disable the Mute Fan to see whether it helps. Also, it is not recommended to keep the unit working for a too long time, you may go on after a short rest.

Susan.

Let me ask again. Has the Osmo been manufactured to any safety standards, and if so which ones? I really cannot believe you are telling me an AUDIO setting would cause your product to heat up so much in the middle of winter here, that it would shutdown video transmission after 2 minutes... Please tell me where in the product literature or specifications it says to not use the unit for "too long time" without a "short rest".

The product has battery life. I expect to be able to use the product for the full duration of a battery as a minimum. I think that is a reasonable expectation.

DJI Susan Posted at 2018-9-5 02:10
Hi Greg, please try to turn on the fans from here: Click the gimbal icon on the right corner, check Audio Control, disable the Mute Fan to see whether it helps. Also, it is not recommended to keep the unit working for a too long time, you may go on after a short rest.

I checked on the unit today. That setting was already disabled. On that basis, if the camera regularly disconnects on multiple phones using multiple operating system versions, and gets to a temperature that is hot enough to cook an egg - I think we are looking at a defective unit. Would you agree with that assessment?

Common sense...

greg.k Posted at 2018-9-5 16:01
I checked on the unit today. That setting was already disabled. On that basis, if the camera regularly disconnects on multiple phones using multiple operating system versions, and gets to a temperature that is hot enough to cook an egg - I think we are looking at a defective unit. Would you agree with that assessment?

Hi Greg, we are verifying with our engineers and the damage assessment team, will come back to you soon, please wait patiently, thank you.

Hi Greg, we got an update from DJI Customer Care Team that the handle and gimbal camera will be replaced after we receive your product this time, our repair center will take care of it when it arrives, hope you will get the replacement back soon.

Hi Mindy and Susan.

I have received a new unit. I did have some initial problems with activating, but after that - I proceeded to test. Good news is that so far the picture has been stable, and not cutting out. The bad news is that if I put my thumb on the rosette mount, it is physically painful - as the temperature is so hot - that I would be burnt if I left it there for more than 10 seconds.

I called support. They advised me they would send a form for me to advise details of the issue.

From my perspective, this appears to be a bad batch that was sent to Australia... and a safety issue. I will contact an Australian DJI representative to express my concerns - and request a formal investigation - and possibly a product recall to prevent any injuries.

GK

greg.k Posted at 2018-9-24 17:00
Hi Mindy and Susan.

I have received a new unit. I did have some initial problems with activating, but after that - I proceeded to test. Good news is that so far the picture has been stable, and not cutting out. The bad news is that if I put my thumb on the rosette mount, it is physically painful - as the temperature is so hot - that I would be burnt if I left it there for more than 10 seconds.

Hi GK, the rosette mount is metal, it is normal the that it will heat up with the increase of the shooting time because the built-in motor is working, you can attach the Phone Holder help to extract the heat, thanks for your understanding.

DJI Mindy Posted at 2018-9-26 00:06
Hi GK, the rosette mount is metal, it is normal the that it will heat up with the increase of the shooting time because the built-in motor is working, you can attach the Phone Holder help to extract the heat, thanks for your understanding.

Mindy.

Just a quick followup. I am taking this up with DJI management elsewhere. Metal heating up to unsafe temperatures with normal product use is a concern. I'll report back here after hearing back from my alternate enquiries.

greg.k Posted at 2018-10-7 21:45
Mindy.

Just a quick followup. I am taking this up with DJI management elsewhere. Metal heating up to unsafe temperatures with normal product use is a concern. I'll report back here after hearing back from my alternate enquiries.

No problem, please keep us updated any time.

DJI Mindy Posted at 2018-10-8 02:52
No problem, please keep us updated any time.

Just a FYI followup for anyone that may have similar issues. The retailer (who is also the authorized Australian service agent) agreed that it was a design fault, which appeared in multiple returned units provided to me.

With the refund, I purchased an Osmo Pocket. I will say, I am very much happy with that decision over all, with the exception that it has no livestream capability built in. If that were fixed, it would be the perfect unit.

greg.k Posted at 5-8 16:43
Just a FYI followup for anyone that may have similar issues. The retailer (who is also the authorized Australian service agent) agreed that it was a design fault, which appeared in multiple returned units provided to me.

With the refund, I purchased an Osmo Pocket. I will say, I am very much happy with that decision over all, with the exception that it has no livestream capability built in. If that were fixed, it would be the perfect unit.

Hi greg.k, thanks for your update, your suggestion of the live stream has been forwarded to our engineers for attention, appreciate your feedback.