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Lots of errors with the Mavic Mini
628 26 11-11 17:20
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philnolan3d
lvl.2
Flight distance : 33396 ft
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I started the Mini for the first time, updated the firmware but it stopped halfway, setting I needed to charge the battery. The Mavic battery was charged so I charged the controller and tried again. It continued the update where it left off but then the Preflight checklist is loaded with errors. Most concerning is "Gimbal unable to connect, repairs needed". Also when I try to calibrate the IMU. I click Start but nothing happens.

Any ideas? Screenshot attached.
Screenshot_20191111-195428.jpg
11-11 17:20
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DJI Mindy
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Hi philnolan3d, sorry for the troubles with Mavic Mini, we care much about your feedback and would like to verify more details.
May we verify whether the firmware was updated successfully?
Please enable DJI Product Improvement Project under DJI Fly--Profile--Settings--Privacy. Make sure your mobile phone is connected to the network, then please provide us your DJI account, we will check the logs for further analysis, thank you very much.
11-11 19:22
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philnolan3d
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Ok I've enabled the privacy setting. My account is Phil (@) philnolan3d.com.
11-11 19:33
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DJI Mindy
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philnolan3d Posted at 11-11 19:33
Ok I've enabled the privacy setting. My account is Phil (@) philnolan3d.com.

Thank you so much for providing your account, unfortunately, we failed to retrieve the logs.
Could you please download DJI Assistant 2 for Mavic here: https://www.dji.com/ca/mavic-mini/downloads and refer to the tutorial video (start at 1:00) below to update again.

If the error messages persist and there is still no response after clicking IMU calibration, any chance to export the flight controller logs via DJI Assistant 2 for Mavic---Log Export, then upload to Dropbox or Google Drive and post the link here?

If you don't have time to export the logs, please contact our support www.dji.com/support with your contact number and address to start a ticket for the replacement service, then keep us updated with the case number.

We sincerely apologize for the unpleasant experience and appreciate your cooperation and assistance.
11-11 20:31
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philnolan3d
lvl.2
Flight distance : 33396 ft
United States
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DJI Mindy Posted at 11-11 20:31
Thank you so much for providing your account, unfortunately, we failed to retrieve the logs.
Could you please download DJI Assistant 2 for Mavic here: https://www.dji.com/ca/mavic-mini/downloads and refer to the tutorial video (start at 1:00) below to update again.

In the Assistant program it said the Firmware was current on both the drone and the controller. but I hit the Refresh button and update for both of them anyway. I still have all the same errors and IMU problem as before so I exported the log. Here's a DropBox link.

https://www.dropbox.com/s/1ncpgdoc6mqy1z3/EXPORT_FILE_2019-11-12_01-06-23.DAT?dl=0
11-11 22:10
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DJI Mindy
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philnolan3d Posted at 11-11 22:10
In the Assistant program it said the Firmware was current on both the drone and the controller. but I hit the Refresh button and update for both of them anyway. I still have all the same errors and IMU problem as before so I exported the log. Here's a DropBox link.

https://www.dropbox.com/s/1ncpgdoc6mqy1z3/EXPORT_FILE_2019-11-12_01-06-23.DAT?dl=0

Thank you so much for exporting the logs, may we also verify was the package in good condition when you received it? Or was it damaged or scratched?
11-11 22:30
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philnolan3d
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Flight distance : 33396 ft
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DJI Mindy Posted at 11-11 22:30
Thank you so much for exporting the logs, may we also verify was the package in good condition when you received it? Or was it damaged or scratched?

Everything was in perfect condition. I pre-ordered it from Best Buy and they had it locked up for me behind the counter on launch day (today). I actually filmed an unboxing video, which I haven't edited yet but you could see it was in good shape if you want.
11-11 23:04
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DJI Mindy
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philnolan3d Posted at 11-11 23:04
Everything was in perfect condition. I pre-ordered it from Best Buy and they had it locked up for me behind the counter on launch day (today). I actually filmed an unboxing video, which I haven't edited yet but you could see it was in good shape if you want.

Thank you again for your prompt reply, no need for the video, we have informed our support team to start a ticket for the replacement service as soon as possible, please note the email later, our team will guide you to send in.
11-11 23:49
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philnolan3d
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Flight distance : 33396 ft
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I'd rather not wait that long for shipping, should I just exchange it at the store?
11-12 00:48
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delazon
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Hello there and sorry for hijacking this thread but i actually have the exact same problem. See my attache screenshot from my Fly app.

I also did the firmware update and got a OK on that. Couldnt start the drone and couldnt do the IMU calibration either. Same problem. The start button appears but cant tap it to start it.
I did a firmware reshresh with the DJI App for my PC but it didnt help.

Im planing och returning it to the store i bought it at.
11-12 03:17
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DJI Mindy
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philnolan3d Posted at 11-12 00:48
I'd rather not wait that long for shipping, should I just exchange it at the store?

It's OK, please contact your seller for the replacement. If there is anything else we can help you with, please let us know immediately.
11-12 03:48
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DJI Mindy
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delazon Posted at 11-12 03:17
Hello there and sorry for hijacking this thread but i actually have the exact same problem. See my attache screenshot from my Fly app.

I also did the firmware update and got a OK on that. Couldnt start the drone and couldnt do the IMU calibration either. Same problem. The start button appears but cant tap it to start it.

Hi delazon, sorry to know you have the same issue, please follow my post on 4# to export the logs to us for analysis first, then contact your store for the replacement, thank you in advance.
If there is any problem during the replacement process, please feel free to keep us updated.
11-12 03:52
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delazon
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DJI Mindy Posted at 11-12 03:52
Hi delazon, sorry to know you have the same issue, please follow my post on 4# to export the logs to us for analysis first, then contact your store for the replacement, thank you in advance.
If there is any problem during the replacement process, please feel free to keep us updated.

Thanx for the reply. I will try to get it replaced.
11-12 04:12
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philnolan3d
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So I contacted Best Buy and they said none of their stores have them in stock and won't be getting any until Dec 5th. So I can return it and order a new one from them but it will take more than 3 weeks for it to arrive. If I exchange with DJI will it be any faster?
11-12 10:11
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DJI Mindy
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delazon Posted at 11-12 04:12
Thanx for the reply. I will try to get it replaced.

If the store doesn't have the drone in stock, please start a ticket online https://repair.dji.com/repair/index?site=brandsite&from=nav and send back to our repair center for the diagnosis.

Before sending back, may we have the logs for analysis? Thanks a lot.
11-12 23:57
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DJI Mindy
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philnolan3d Posted at 11-12 10:11
So I contacted Best Buy and they said none of their stores have them in stock and won't be getting any until Dec 5th. So I can return it and order a new one from them but it will take more than 3 weeks for it to arrive. If I exchange with DJI will it be any faster?

Sorry to hear that, we have it in stock in our repair center, and it should be faster. Please start a ticket here and keep me updated with the case number: https://repair.dji.com/repair/index?site=brandsite&from=nav
11-12 23:58
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philnolan3d
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@DJIMindy Can you let me know if I should exchange at Best Buy or if it's faster to do it with DJI? If it takes too long it will be too cold to fly here.

Edit: Never mind its strange I've been refreshing this page and your reply didn't show up until I posted my question. I'll start a ticket.

11-12 23:59
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philnolan3d
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OK I submitted the request and this is the number I was emailed.  2428842
11-13 00:40
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SupCarlos
Second Officer
Flight distance : 1100525 ft
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its WAY faster to exchange at best buy bro.. DJI tech support is deadly SLOW.
11-13 04:26
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DAFlys
Captain
Flight distance : 602487 ft
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SupCarlos Posted at 11-13 04:26
its WAY faster to exchange at best buy bro.. DJI tech support is deadly SLOW.

And the best buy replacement will be new and not a refurb.
11-13 05:19
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philnolan3d
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Flight distance : 33396 ft
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SupCarlos Posted at 11-13 04:26
its WAY faster to exchange at best buy bro.. DJI tech support is deadly SLOW.

That's what concerned me, when I needed a Phantom battery replaced it took them months.
11-13 07:20
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SupCarlos
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Yeah man. same here.
11-13 10:25
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DJI Mindy
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philnolan3d Posted at 11-13 00:40
OK I submitted the request and this is the number I was emailed.  2428842

Thanks, our support will help you accordingly. Hope your case will be sorted out soon.
11-14 04:14
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philnolan3d
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OK I was assured that I would get a new one in exchange from DJI and that the processing time would only be 2-3 days. So I went ahead and shipped it off the DJI. Unfortunately I was so shocked at the price for the UPS store to box it (almost $13!) that I forgot to write my case number and "replacement" on the box as instructed. Actually I never even saw the box. I hope this isn't going to be a problem. I did email the tracking number to the CS person I was talking to.
11-15 11:10
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DJI Mindy
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philnolan3d Posted at 11-15 11:10
OK I was assured that I would get a new one in exchange from DJI and that the processing time would only be 2-3 days. So I went ahead and shipped it off the DJI. Unfortunately I was so shocked at the price for the UPS store to box it (almost $13!) that I forgot to write my case number and "replacement" on the box as instructed. Actually I never even saw the box. I hope this isn't going to be a problem. I did email the tracking number to the CS person I was talking to.

Glad to know you have sent in and sorry to hear the packing fee, you can pack it well with the original box by yourself. Please don't worry if you forgot including the case number, as our facility can still determine the designation of the unit to its case number based on the tracking number of the package.
If you need any assistance during this progress, please feel free to let me know.
11-15 20:03
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philnolan3d
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I realized later that the tracking saw number was included on the UPS label, as well as a note that said RE which I suspect might be short for Replacement. As for the box, I didn't have an original box since it want shipped to me, I got it from Best Buy and just carried it out. No big deal though, as long as I get the replacement in a reasonable amount of time.
11-17 12:50
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DJI Mindy
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philnolan3d Posted at 11-17 12:50
I realized later that the tracking saw number was included on the UPS label, as well as a note that said RE which I suspect might be short for Replacement. As for the box, I didn't have an original box since it want shipped to me, I got it from Best Buy and just carried it out. No big deal though, as long as I get the replacement in a reasonable amount of time.

No worries, our repair center will handle it properly, hope you will get the replacement back soon.
11-17 22:22
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