I found that dealing with the DJI email assistance can literally take days to a week. What I do is to make the first contact through email (
[email protected]) be very specific in the explanation of the problem and the steps you took to resolve it. Include your contact information (address, phone number) when you purchased the Phantom and from whom. Also include the current Firmware and software used as well as all the information about your devices (type of device(s), device firmware and software etc.) Also include the version number of the GO app you are using. ( For your convenience, I pasted my email in below after redacting my personal information)++++++++++++++++++++++++++++
sample email
Products: Phantom 3 Professional
Name:
Shipping Address:
Location: North America
Email:
Dealers: The Copter Shop
Purchase date of product: May 15, 2015 Date delivered: May 23, 2015
Tel: 618-924-2159
Subject: Unstable video downlink
Message: FPV live video downlink has been extremely unstable (and at sometimes completely nonfunctional) since September 7, 2015 firmware upgrade. It has continued through all subsequent updates of the P3P, Controller, batteries, GO app and the devices used. At least 50% of the post upgrade flight time with no video (“No Signal” in Red on app). “No Signal” can occur at all distances (whether 5 feet from controller or 1.6 miles from controller). “No Signal” is shown despite the fact that “HD status meter” shows full bars. All other telemetry is stable. Micro SD card video is perfect when downloaded to a computer (no lag, shudder, dropout etc at any setting between 1080 24 to 4K 24).
Backstory: The Phantom 3 Professional was delivered to me on May 23, 2015 and was purchased on-line from the CopterShop in Woodinville, WA. >120 flights and >727,000 feet of flying time. No crashes no hard landings. Flights are generally in uninhabited forests and hill ranges with uninterrupted Line of Sight. The Controller is the “A” model. There have been NO modifications applied to the P3P or controller. The sole add on is a UAVbits Camera Guard. All Firmware upgrades have been applied to the aircraft, controller and the batteries.
Current configuration:
Devices: iPad mini 2 (16gb Wifi/4G) 10GB available and iPhone 6 (16gb wifi/4G) 3 GB available. Both devices are running iOS 9.1.
DJI GO App v 2.4.0
P3P and Batteries firmware v 1.04.001
Controller firmware current as last updated over the air.
Start up procedure
1. Connect Cable to Device
2. Close all running apps on Device and set to Airplane mode
3. Power up the RC only
4. Power up the Phantom and give it a moment to connect to the RC.
5. Open the DJI Go App and enter Camera View.
Select “Trust this computer” if prompted along the way.
Attempts to correct.
1. Replaced USB cable (3 times) (Cambond Apple Compliant .3 meter cables)
2. Deinstalled and reinstalled GO app multiple times
3. Replaced original SD card with 32 GB SanDisk Extreme Pro
4. Channel Selection has been usually set to channel 20 with <100db noise although other channels have been tried without success
5. FPV rate has been lowered all the way to 4
6. Hardware decode set to both on and off (no difference)
7. Clear video cache when needed
8. Video cache set to both “recording” and “disabled” (no difference)
9. IMU, gimbal and compass recalibration after every Firmware update.
10. Multiple cold reboots of the iPhone and iPad.
11. Cleaned Gold contacts on SD card with alcohol.
Please advise me how to proceed.
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Wait for the return email assigning you a "ticket number". Next wait about 24 hours to make certain they don't get back to you. Then call U.S. support at 818-234-0789 and give them your ticket number. Tell them you have been waiting. Generally, once they read the ticket, they may ask you a couple of quick questions and issue you an RMA on the spot. Make sure you ask if they would please send a prepaid shipping label. You should get the RMA in a few minutes, the label may take up to 24 hours. Follow their shipping instructions to the letter, including putting the RMA# all over the outside of the shipping box.
Here are just my takes on the chipset and RC USB issues.
1. Chipset. If the chipset was changed during production runs, the newer firmware may not ever be compatible with the chipset and it is unlikely DJI would consider spending the time and effort to make a firmware that works with everything.
2. USB. If it is just the USB port problem, it is likely that changing to the HDMI/USB upgrade module would actually resolve the problem. It is $99 plus shipping, plus the chance of screwing up the install. I was on my last day of warranty when I made my claim and since I don't think I will be needing an HDMI interface, I decided to send it back.
