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Serial number verification
980 19 2019-7-25
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JPBemidji
lvl.2
Flight distance : 10246 ft

United States
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Hello, I'm trying to verify the serial number of a used Inspire 2 that i recently purchased.  I am not sure of the sticker serial number.  I can connect it to Assistant 2 and it shows that the ProRes and CinemaDNG are activated, but will not print a certificate and only says that Certificate failed to load."  Is there some way with Assistant 2 I can verify the serial number of the aircraft before I register it with DJI?  Apparently this aircraft was a DJI refurbished replacement for an original aircraft that was returned for warranty.
Thanks for any reponses.
2019-7-25
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S-e-ven
Captain
Flight distance : 3787533 ft
Thailand
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You can get some info, here:

http://tools.retroroms.info/

or pm a mod and ask what they can tell you, in case you get 'em the SN
2019-7-25
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DJI Mindy
Administrator
Flight distance : 7 ft
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Hi JPBemidji, if you are not sure of the sticker serial number, please share us a picture, there is also the serial number of the CineCore when connecting to DJI Assistant 2, please PM us the SN you see via the DJI Assistant 2 so that we can verify the SN of the aircraft. Thank you.
2019-7-26
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JPBemidji
lvl.2
Flight distance : 10246 ft

United States
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DJI Mindy Posted at 7-26 01:31
Hi JPBemidji, if you are not sure of the sticker serial number, please share us a picture, there is also the serial number of the CineCore when connecting to DJI Assistant 2, please PM us the SN you see via the DJI Assistant 2 so that we can verify the SN of the aircraft. Thank you.

Hello, thank you for your quick response.  The CineCore SN is 0A0LD800300LQ.  The aircraft SN appears to be 09Y2F3L00S0258.  Can you tell me why the ProRes and CinemaDNG certificate will not print?
2019-7-26
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DJI Mindy
Administrator
Flight distance : 7 ft
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JPBemidji Posted at 7-26 07:18
Hello, thank you for your quick response.  The CineCore SN is 0A0LD800300LQ.  The aircraft SN appears to be 09Y2F3L00S0258.  Can you tell me why the ProRes and CinemaDNG certificate will not print?

The serial numbers are correct, may I have a screenshot of your DJI Assistant 2 about the error message?
2019-7-26
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JPBemidji
lvl.2
Flight distance : 10246 ft

United States
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DJI Mindy Posted at 7-26 18:51
The serial numbers are correct, may I have a screenshot of your DJI Assistant 2 about the error message?

Mindy, thank you for your verification.  I tried the certificate loading again today and it appears to be working.  Thank you.
2019-7-27
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DJI Mindy
Administrator
Flight distance : 7 ft
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JPBemidji Posted at 7-27 17:00
Mindy, thank you for your verification.  I tried the certificate loading again today and it appears to be working.  Thank you.

Glad to hear that, please keep us updated if there is any other problem.
2019-7-28
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Mark Crissman
lvl.1
United States
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Hoping for help  My brother and I have a new Inspire 2 and trying to purchase Refresh but it will not take the SN.  We bought it for the gimball without any problems but it tells me it cannot find the SN   It has been more than 48 hours from activation and I have emailed them x 2 without response.  I hope they will expand the time frame as the drone still has not flown.
2019-11-27
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Mark Crissman
lvl.1
United States
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Mark Crissman Posted at 11-27 11:55
Hoping for help  My brother and I have a new Inspire 2 and trying to purchase Refresh but it will not take the SN.  We bought it for the gimball without any problems but it tells me it cannot find the SN   It has been more than 48 hours from activation and I have emailed them x 2 without response.  I hope they will expand the time frame as the drone still has not flown.

SN is 09Y1FAB00S0119
2019-11-27
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DJI Mindy
Administrator
Flight distance : 7 ft
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Hi Mark, the serial number is correct, but it has been activated over 48 hours, you will need to take the video to verify the drone is still working perfectly.
May I have the email ticket number you sent to djicare@dji.com?
2019-11-27
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Mark Crissman
lvl.1
United States
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DJI Mindy Posted at 11-27 19:04
Hi Mark, the serial number is correct, but it has been activated over 48 hours, you will need to take the video to verify the drone is still working perfectly.
May I have the email ticket number you sent to ?

If the SN is correct, why would your system not identify it and allow us to buy Refresh in the 48 hours?  And why isn't your tech support line more helpful.  5 calls till someone told me to send an email?  
2019-11-29
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Mark Crissman
lvl.1
United States
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Mark Crissman Posted at 11-29 08:38
If the SN is correct, why would your system not identify it and allow us to buy Refresh in the 48 hours?  And why isn't your tech support line more helpful.  5 calls till someone told me to send an email?

I have the emails that I sent in a panic on the 21st and 22nd but I am not sure what numbers you are talking about.   I can forward you the emails if you send me your address.
2019-11-29
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Mark Crissman
lvl.1
United States
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Mark Crissman Posted at 11-29 08:40
I have the emails that I sent in a panic on the 21st and 22nd but I am not sure what numbers you are talking about.   I can forward you the emails if you send me your address.

What is the next step or who should I contact about getting this resolved?
2019-12-2
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DJI Mindy
Administrator
Flight distance : 7 ft
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Mark Crissman Posted at 12-2 13:29
What is the next step or who should I contact about getting this resolved?

I'm so sorry for the late response, the DJI Care Refresh can be purchased directly before the activation or within 48 hours after the activation.
The drone's condition cannot be ensured if it has been activated too long, therefore, we have this policy.
As I mentioned, a video is needed in your case because it has been activated over 48 hours and the video needs to be evaluated by DJI Care Team.
If you have already sent email to them, may I have your email address that you used to contact them?
2019-12-3
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Mark Crissman
lvl.1
United States
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DJI Mindy Posted at 12-3 03:53
I'm so sorry for the late response, the DJI Care Refresh can be purchased directly before the activation or within 48 hours after the activation.
The drone's condition cannot be ensured if it has been activated too long, therefore, we have this policy.
As I mentioned, a video is needed in your case because it has been activated over 48 hours and the video needs to be evaluated by DJI Care Team.

I understand the policy.  I tried  frantically to reach DJI by the email given and no response AT ALL.  My email is Mimi.ferraro@va.gov   It is horrible customer service that because DJI's site would not take the SN on a DJI drone, that now we need to make a video.  I would like the name, email or phone number of a supervisor or management level representative to speak to about this.  I can tell from this site that the SN is a known issue.  What is the policy for when it is DJI's fault you couldn't purchase it with in the 48 hours?
I believe that you have the ability to see that there are ZERO hours on it.
2019-12-3
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Mark Crissman
lvl.1
United States
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DJI Mindy Posted at 12-3 03:53
I'm so sorry for the late response, the DJI Care Refresh can be purchased directly before the activation or within 48 hours after the activation.
The drone's condition cannot be ensured if it has been activated too long, therefore, we have this policy.
As I mentioned, a video is needed in your case because it has been activated over 48 hours and the video needs to be evaluated by DJI Care Team.

mimi.ferraro@va.gov
2019-12-3
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DJI Mindy
Administrator
Flight distance : 7 ft
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Sorry that I didn't found any email via your email account, did you send to djicare@dji.com? You can also email to support@dji.com who will help to transfer.
Here is the verification video for your reference: https://repair.dji.com/en/djicare/customerupload
Please make sure to send to the correct email account.
2019-12-5
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Mark Crissman
lvl.1
United States
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DJI Mindy Posted at 12-5 03:38
Sorry that I didn't found any email via your email account, did you send to ? You can also email to  who will help to transfer.
Here is the verification video for your reference: https://repair.dji.com/en/djicare/customerupload
Please make sure to send to the correct email account.

Here are the emails that I sent and NEVER got any reply too.

email

email
DJI emails.PNG
2019-12-11
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DJI Mindy
Administrator
Flight distance : 7 ft
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Mark Crissman Posted at 12-11 11:34
Here are the emails that I sent and NEVER got any reply too.

That is very weird, we still didn't find any email from mimi.ferraro@va.gov and I also checked with the Subject, no result.
Is your email mimi.ferraro@va.gov still working? How about sending with another email such as your Forum account? Or please contact our support via online chat: https://www.dji.com/support?site=brandsite&from=nav
2019-12-12
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Mark Crissman
lvl.1
United States
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DJI Mindy Posted at 12-12 23:55
That is very weird, we still didn't find any email from  and I also checked with the Subject, no result.
Is your email  still working? How about sending with another email such as your Forum account? Or please contact our support via online chat: https://www.dji.com/support?site=brandsite&from=nav

it is my current email but it doesn't appear that it will make any difference.  
2019-12-16
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