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Bad audio / microphone?
1919 29 2018-12-31
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Koptervision
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Over the past two days, the audio recording (MP4 or MOV) has gone from bad to almost non-existent. It started with an intermittent scratchy sound and now that's all I hear.  
See/hear the recording here:

The recording is with the Osmo Pocket isolated from other possible noise sources such as hand bumps.

Is there a fix? Is this a bad unit? Should I send for repair/replace?

2018-12-31
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Ray-CubeAce
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Your link is coming up 'Not Available'.
2018-12-31
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Koptervision
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Ray-CubeAce Posted at 12-31 12:51
Your link is coming up 'Not Available'.

Sorry. Wrong YT setting. It should be viewable now.
2018-12-31
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CruiseHabit
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That seems...broken.  Have you tried doing a factory reset?  I hate suggestions like that as I prefer to understand the actual problem at hand, but it's not as if there is a ton of configuration to be done to the OP that is undone by a reset.
2018-12-31
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DJI Paladin
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Hi Koptervision, our apologies for all the trouble. I already coordinated this concern to our R&D engineers for possible solution of the issue. May i know what happened before this issue occurred? Does all the video have same issue? Click on "Reply" so that I can receive a notification from your response. Thanks for your support.
2018-12-31
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Koptervision
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DJI Paladin Posted at 12-31 14:42
Hi Koptervision, our apologies for all the trouble. I already coordinated this concern to our R&D engineers for possible solution of the issue. May i know what happened before this issue occurred? Does all the video have same issue? Click on "Reply" so that I can receive a notification from your response. Thanks for your support.

The problem started after about six uses.  It started with scratchy audio and now that's you hear.  I did a factory reset, but that did fix it.
2018-12-31
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DJI Paladin
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Koptervision Posted at 12-31 14:45
Yes. All audio. I did factory reset, but that did fix it.

Just to be sure and to avoid misunderstanding. The issue is still the same after factory reset, is that correct?
2018-12-31
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Koptervision
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DJI Paladin Posted at 12-31 14:47
Just to be sure and to avoid misunderstanding. The issue is still the same after factory reset, is that correct?

Factory reset did not fix the problem
2018-12-31
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DJI Paladin
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Koptervision Posted at 12-31 14:50
Factory reset did not fix the problem

It is possible that it is a hardware issue. Don't worry, I will be forwarding this issue to our R&D engineers to check other options. I will give you an update as soon as I receive the response from them. Thank you for your patience.
2018-12-31
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Koptervision
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DJI Paladin Posted at 12-31 15:25
It is possible that it is a hardware issue. Don't worry, I will forwading this issue to our R&D engineers to check other options. I will give you an update as soon as I receive the response from them. Thank you for your patience.

Thanks. Let me know.
2018-12-31
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DJI Paladin
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You're welcome. Yes, please check your inbox, I sent you a PM for the details that we need to forward this issue to our engineers.
2018-12-31
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jacksonnai
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Nice test, thanks for sharing!
2018-12-31
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LionelB
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Koptervision Posted at 2018-12-31 14:50
Factory reset did not fix the problem

Thanks for the post. Could you explain how you performed the factory reset ? Have been trying to find out myself but had no joy. Thanks again
2019-1-1
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Ray-CubeAce
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LionelB Posted at 1-1 00:29
Thanks for the post. Could you explain how you performed the factory reset ? Have been trying to find out myself but had no joy. Thanks again

Swipe down. Press Cog. Swipe left twice. Press More, bottom right corner. Press Reset.
2019-1-1
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LionelB
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Ray-CubeAce Posted at 1-1 07:18
Swipe down. Press Cog. Swipe left twice. Press More, bottom right corner. Press Reset.

Many thanks
2019-1-1
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Koptervision
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This is clearly a defective hardware problem. I bought it direct from DJI. What is the process to get a replacement?
2019-1-3
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Koptervision
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It has been nine (9) days since I first reported this and I have still have no RMA and no replacement.  Please expedite.
2019-1-8
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DJI Paladin
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My sincere apologies for the late response. The Osmo Pocket microphone has a reach of 10 meters and the distance is affected by noises in the environment. The Osmo Pocket uses its dual microphones, one below the built-in screen and one at the bottom of the product, to pick up audio signal. When you’re capturing video, please make sure these two microphones are not blocked or covered. Also, make sure the built-in screen faces you when you’re using the Osmo Pocket. You may refer on the screenshot below for your reference. If the issue persists, I would recommend you contact our support team to start up a ticket: https://www.dji.com/support?site=brandsite&from=nav If you need further assistance with the case please don't hesitate to contact us. Again, I am very sorry for the unpleasant experienced.





2019-1-11
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Koptervision
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DJI Paladin Posted at 1-11 09:36
My sincere apologies for the late response. The Osmo Pocket microphone has a reach of 10 meters and the distance is affected by noises in the environment. The Osmo Pocket uses its dual microphones, one below the built-in screen and one at the bottom of the product, to pick up audio signal. When you’re capturing video, please make sure these two microphones are not blocked or covered. Also, make sure the built-in screen faces you when you’re using the Osmo Pocket. You may refer on the screenshot below for your reference. If the issue persists, I would recommend you contact our support team to start up a ticket: https://www.dji.com/support?site=brandsite&from=nav If you need further assistance with the case please don't hesitate to contact us. Again, I am very sorry for the unpleasant experienced.

[view_image]

First thing I tried mate before reporting the defect.

I contacted support. They say my unit is not eligible for a refund because they say I did ask for a refund before the 14 days. BUT as notified above I reported the defect within that window and you told me to wait, then told me to try a factory reset which I had already done and did not solve the problem. I was then told "It is possible that it is a hardware issue. Don't worry, I will be forwarding this issue to our R&D engineers to check other options. I will give you an update as soon as I receive the response from them. Thank you for your patience." Meanwhile, 11 days have passed and now I am waiting for them to send an RMA label MA for repair.
2019-1-11
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Koptervision Posted at 1-11 09:57
First thing I tried mate before reporting the defect.

I contacted support. They say my unit is not eligible for a refund because they say I did ask for a refund before the 14 days. BUT as notified above I reported the defect within that window and you told me to wait, then told me to try a factory reset which I had already done and did not solve the problem. I was then told "It is possible that it is a hardware issue. Don't worry, I will be forwarding this issue to our R&D engineers to check other options. I will give you an update as soon as I receive the response from them. Thank you for your patience." Meanwhile, 11 days have passed and now I am waiting for them to send an RMA label MA for repair.

Did you ever get this issue fixed?  How was the process?  Mine just started doing this same thing after a couple weeks.
2019-1-23
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Koptervision
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rjl91788 Posted at 1-23 20:32
Did you ever get this issue fixed?  How was the process?  Mine just started doing this same thing after a couple weeks.

I had to send it into DJI Service CERRITOS, CA.  It was, in fact, defective and they replaced the main board valued at $208 under warranty at no charge.  I have not received it back yet. The process is outlined here: https://repair.dji.com/repair/index
Good luck.
2019-1-23
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rjl91788
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Awesome, thanks!!
2019-1-26
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Spazz
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Koptervision Posted at 1-23 22:22
I had to send it into DJI Service CERRITOS, CA.  It was, in fact, defective and they replaced the main board valued at $208 under warranty at no charge.  I have not received it back yet. The process is outlined here: https://repair.dji.com/repair/index
Good luck.

KV....  I have recently had a gimbal error and worked with Cerritos, CA Service Center.  The process was painless and I received a complete NEW unit AFTER the 14 days ( I noted the SN differences when I got it back and called )  They told me it was much quicker to replace the unit than to repair it...  VIA email I was told Lens module and pan axis motor were bad in mine... $138.... was told it was a REPAIR of parts...... IT WAS REPLACED over a month after purchase.  NO CHARGE since I had purchased SHIELD.

Also... if they do replace it... AND you have shield....   verify that they transferred the SHIELD to the new serial number.  They did it for me.. just check it here  https://repair.dji.com/en/djicare/InquiryPage

Not saying you will get a replacement, but my case was opened and closed in 10 days exactly.

Let us know of your outcome as people need to know that if you are in the USA ( like us )  the process is not that painful for DJI Support and Service.

I did all mine online with DJ Support in CHAT.
2019-1-27
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Koptervision
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Spazz Posted at 1-27 07:56
KV....  I have recently had a gimbal error and worked with Cerritos, CA Service Center.  The process was painless and I received a complete NEW unit AFTER the 14 days ( I noted the SN differences when I got it back and called )  They told me it was much quicker to replace the unit than to repair it...  VIA email I was told Lens module and pan axis motor were bad in mine... $138.... was told it was a REPAIR of parts...... IT WAS REPLACED over a month after purchase.  NO CHARGE since I had purchased SHIELD.

Also... if they do replace it... AND you have shield....   verify that they transferred the SHIELD to the new serial number.  They did it for me.. just check it here  https://repair.dji.com/en/djicare/InquiryPage

I got mine back and even though it says main board, they just replaced the whole unit. I checked and they did update my Osmo Shield S/N.  Thanks for the tip!
2019-1-27
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fansd824c1c4
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I have the same issue you are expericancing, sadly it happened during a paid video recording for a client that's doing a YT channle. All 17min of video is useless

Audio is scratchy and hardly picks up any voice and then at 1min 49 sec the audio compleatly drops out.

I saw in the thread the board was replaced.  How long did it take to get your unit back from start to finish. I will be contacting DJI Monday afternoon to report my issue and see what can be done to repair the unit.  

Thanks
2019-3-24
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GabrielGV
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I have exactly the same problem in the same way as you describe. But I have had the Osmo for more than a year and now my local store  says it is out of warranty and that I need to pay more than $250 for the repair. It is sad, anoying, frustrating. Any thing you think I can do?
2019-11-12
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djiuser_5ueQtJUcO2ij
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DJI Paladin Posted at 2018-12-31 14:42
Hi Koptervision, our apologies for all the trouble. I already coordinated this concern to our R&D engineers for possible solution of the issue. May i know what happened before this issue occurred? Does all the video have same issue? Click on "Reply" so that I can receive a notification from your response. Thanks for your support.

Hi,

I am facing the same issue with my DJI osmo. The audio is getting scratchy for audio recorded closer to the osmo pocket but the audio is clear for the audio source if at a distance.

Please advise how to resolve this issue.

Thanks.
3-13 08:36
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DJI Paladin
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djiuser_5ueQtJUcO2ij Posted at 3-13 08:36
Hi,

I am facing the same issue with my DJI osmo. The audio is getting scratchy for audio recorded closer to the osmo pocket but the audio is clear for the audio source if at a distance.

Hi. i am sorry for the trouble this has caused. With regards to this concern. May I know are you using an external mic or the built in microphone of the DJI Osmo Pocket. In addition. please provide a sample video of the said issue. Please keep us posted for further assistance. Thank you.
3-13 15:22
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andrecollagmail.com
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Same issue here. Just realized almost all old videos are with this issue after few uses. Reset do not made difference. What to do?
3-27 21:14
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andrecollagmail.com
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I realized when recording with Mimo the app shows mic level always mid to more even in silence.
3-27 21:17
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