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DJI Tech Support Discussion (Did not go so well)

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robinsondd

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I tried to get DJI Tech Support to help me with my problem. It did not go so well. See text of the chat below. The Tech persons name is Claire.


Thank you for contacting DJI Technical Support. This is Claire. How may I help you?

Hi,

Claire
hi

Claire
Can I help you?

I recently got my Mavic Pro back from DJI for repairs. I cannot get it to link with the controller. I have DJI Pro 4 on my android. I have tried the linking process with pushing the button on the AC to get a red light then selecting the controller and scrolling down to the link button. I get this CONFIRM FREQUENCY SETTING. Nothing happens when I select OK.

Claire
I am so sorry to hear about the unfortunate experience you have had with your DJI product. We will provide you with the best support possible.

Tks... I've had it over two years and love it.

Claire
Have you heard some sound from drone and remote controlelr?

Claire
Please use the DJI GO 4 for mavic pro.

No. Other than when I first start up the drone and the controller wants to shut down after no use.
08-21 02:35:20

Claire
Got it.

Claire
You did not wake up the linking state of the machine and the aircraft.

I don't understand "wake up".

Claire
So, do you mind learn how to do it by video or words?

Do what?

Claire
For link the drone and remote controller.

I followed several YouTube Links and also the DJI link.

Claire
Got it.

Claire
Let's do the step together one by one.

When I get the RED light on the drone meaning it is ready to link I got to the linking section on PRO 4 and get this msg: CONFIRM FREQUENCY SETT:ING.
08-21 02:39:45

Claire
No, the red light is mean you have't link the controller.

Claire
Could you please send the screenshot of the error message to me?

Claire
I need to check the details.

Claire
Or could you please send me the video of your opereation?

There is no error msg. In DJI PRO 4 app I got to the link the Remote Controller Linking msg. I select it and get the CONFIRM FREQUENCY msg.

Claire
Could you please send the screenshot of the message to me?

How come I don''t get the select PRIMARY or SECONDARY msg when I try to link?

I don't know who to do that. I' on my laptop.

Claire
Do you mean you link the controller with your laptop rather than the drone?

No. I don't know how to send you a picture of the drone controller using Chat on my laptop.
08-21 02:45:16

Claire
Got it.

Claire
Ok, please turn off the controller and the drone.

They are off.

Claire
Then we will link them together.

You are such an optimist!

Claire
By the way, please turn on the drone and the controller again.

Claire
This is the first step.

Both are on. The drone has a flashing yellow light in the rear. The controller says connecting.

Claire
Have you heard some sounds from controller?

No
08-21 02:48:46

Claire
Press C1 Button, C2 Button and Record Button at the same time, and the Remote Controller will make a sound of "Beep----Beep-Beep"

Actually I did when it first came on.

Claire
Got it.

It did beep

Claire
Now the remote control is beeping, right?

No. Only when I pushed C1, C2, and record it beeped then stopped beeping.

Claire
Now, please connect the controller with the phone.

It is connected.

The DJI PRO 4 app is on

Claire
The please open the app.
08-21 02:52:02

doen

Claire
Could you please tell me the led color of the drone?

green

Claire
Good.

Claire
Then please send me the screenshot of the app.

I don't know how to send you a screenshot via this chat session.

Claire


The screen is blank

Claire
Even that, could you please send the screenshot to me so that I can check the details?

I don't know how to get a screenshot from my android phone to this chat session!
08-21 02:57:12

Claire
You can take the screenshot from my android.Then copy it to your computer.

Claire
This you can click this button to send it to me.

Claire
Have you heard some sounds from controller?

No

Claire
Press C1 Button, C2 Button and Record Button at the same time, and the Remote Controller will make a sound of "Beep----Beep-Beep"

Actually I did when it first came on.

Claire
Got it.

It did beep

Claire
Now the remote control is beeping, right?

No. Only when I pushed C1, C2, and record it beeped then stopped beeping.
08-21 02:51:29

Claire
Now, please connect the controller with the phone.

It is connected.

The DJI PRO 4 app is on

Claire
The please open the app.

doen

Claire
Could you please tell me the led color of the drone?

green

Claire
Good.

Claire
Then please send me the screenshot of the app.

I don't know how to send you a screenshot via this chat session.
08-21 02:53:56

Claire


The screen is blank

Claire
Even that, could you please send the screenshot to me so that I can check the details?

I don't know how to get a screenshot from my android phone to this chat session!

Claire
You can take the screenshot from my android.Then copy it to your computer.

Claire
This you can click this button to send it to me.

Do that while you are waiting? That will take me awhile. I hate cellphones.

Claire
Yes, of course.

Claire
Oh, at same time. I have yo change another way to do it.

Claire
Sorry, I have to change another way to do it.
08-21 03:00:32

I'm getting very frustrated here. I don't know how to capture a screen shot on the android when the dji pro 4 app is open. Anything I try just closes that app.

Claire
Could you please wave the wave wheel on the remote control to see if the plane's gimbal will rotate?

I had to take the covers off the gimbal. It does rotate.

Now it is not rotating

Claire
I find the reason.

Claire
When you connect the drone, please take the covers off the gimbal.

Now I am getting a map on my screen

Claire
Please wave the wave wheel on the remote control to see if the plane's gimbal will rotate again

It does not rotate. How do I get rid of the map on my screen?

Claire
It mean that you haven't linked the drone with the controller.
08-21 03:08:13

Claire
Have you click the button of the link on the drone?

I have several times. When I click the button the light turns red. Then I got to the app on the phone and select link the controller. I then get this msg. CONFIRM FREQUENCY SETTINGS? I select OK and nothing happens.

Claire
Please give me a moment, I am searching for you.

Claire
Can you take the photo on the app now?

Claire
Can you take the photo by the app now?

Claire
No, I am mean the screenshot.

How many times to I have to tell you that I don't know how to take a screenshot when the app is open?

Claire
let me send how to do this.

Claire
Please give me a moment, I am searching for you.

Claire

08-21 03:15:13

Claire
Can you see this button on the app?

Claire
If yes, please click it. Then find whether there have a picture in the app photo album or not.
Historical news above

No, I have a map on the screen. I don't know how to make it go away.

Claire
Got it.

Claire
You may click the wrong button.

what is the RIGHT button?

Claire


Claire
Please restart the app, then click this place.

Claire
You will see the photo button.

OK, I have the screen back up but the photo button is greyed out. IT doesn't work.

Can I have someone at Tech Support call me? It might be easier.

Claire
Have you see anything in your app now?

Claire
I am the Tech Support.

Can you call me?

Claire
Ok, could you please send me the email to me?

What email?

Claire
Then please send me the video of your operation to me.

Claire
Could you please send me your email address?

Why?

Claire
I will send you a email in one hours.

Send me an email of what?

Claire
Then you can reply the video of your operation.

I have described the operation to you. It is exactly what the instructions tell me to do. Can you tell me what

Claire
I need your screenshot to check the detials.

Claire
Thank you for your understanding and support.

What does "CONFIRM FREQUENCY SETTING?" mean.

Claire
Maybe your haven't linked the drone with the remote controller.

Of course I havn't. That is why I am chatting with you. What does "CONFIRM FREQUENCY SETTING?" msg mean?
 
Chat sessions aren’t they great ? Did you get it resolved?
 
  • Like
Reactions: GFields
been there done that :)
 
I hope you were not turning on your drone without removing the camera and gimbal cover first. You should know that such a thing should never be done and that you could damage your gimbal. From what you were describing, it sounded like you left the cover on and turned on your drone, then removed it after you had turned on the drone.

I have found DJI Tech Support to be very good, but I always speak to them live, never by messages. Why didn't you just give her your phone number when she asked, so she could call you and talk live? It would seem the logical thing to do, after going through what it seemed was a problem for you, with writing messages.
 
She should have told you from the start there is no "DJI Pro 4" app and if there is it wasn't created by DJI. I agree with the above post. What's on second?
But the whole problem here is the last post before the one above me was posted on Oct 4, 2021 lol.
Maybe look at the post date before replying to a very old thread.
 
Last edited:
Basically from way back when, the guy didn't know what he was doing and didn't know how to use his phone or a computer much, it seems. Firstly, he did not remove his camera and gimbal cover, that alone could screw up his drone. Next, he keeps telling her that he has DJI Pro 4, despite the fact that she told him at the very beginning that he needed to use the DJI GO 4 app.

He was his own worst enemy. I still wonder if he ever got it all up and running and if so, what exactly did he do, in the end, to get it all working. The other thing he did was spelling mistakes or wrong word that he was typing to her. A foreigner may have trouble trying to understand what you are saying if you are not even using the correct words when typing to them in English. I don't have too much sympathy for him, I must say. And this was a very old post.
 
robinsondd said:
I tried to get DJI Tech Support to help me with my problem. It did not go so well. See text of the chat below. The Tech persons name is Claire.


Thank you for contacting DJI Technical Support. This is Claire. How may I help you?

Hi,

Claire
hi

Claire
Can I help you?

I recently got my Mavic Pro back from DJI for repairs. I cannot get it to link with the controller. I have DJI Pro 4 on my android. I have tried the linking process with pushing the button on the AC to get a red light then selecting the controller and scrolling down to the link button. I get this CONFIRM FREQUENCY SETTING. Nothing happens when I select OK.

Claire
I am so sorry to hear about the unfortunate experience you have had with your DJI product. We will provide you with the best support possible.

Tks... I've had it over two years and love it.

Claire
Have you heard some sound from drone and remote controlelr?

Claire
Please use the DJI GO 4 for mavic pro.

No. Other than when I first start up the drone and the controller wants to shut down after no use.
08-21 02:35:20

Claire
Got it.

Claire
You did not wake up the linking state of the machine and the aircraft.

I don't understand "wake up".

Claire
So, do you mind learn how to do it by video or words?

Do what?

Claire
For link the drone and remote controller.

I followed several YouTube Links and also the DJI link.

Claire
Got it.

Claire
Let's do the step together one by one.

When I get the RED light on the drone meaning it is ready to link I got to the linking section on PRO 4 and get this msg: CONFIRM FREQUENCY SETT:ING.
08-21 02:39:45

Claire
No, the red light is mean you have't link the controller.

Claire
Could you please send the screenshot of the error message to me?

Claire
I need to check the details.

Claire
Or could you please send me the video of your opereation?

There is no error msg. In DJI PRO 4 app I got to the link the Remote Controller Linking msg. I select it and get the CONFIRM FREQUENCY msg.

Claire
Could you please send the screenshot of the message to me?

How come I don''t get the select PRIMARY or SECONDARY msg when I try to link?

I don't know who to do that. I' on my laptop.

Claire
Do you mean you link the controller with your laptop rather than the drone?

No. I don't know how to send you a picture of the drone controller using Chat on my laptop.
08-21 02:45:16

Claire
Got it.

Claire
Ok, please turn off the controller and the drone.

They are off.

Claire
Then we will link them together.

You are such an optimist!

Claire
By the way, please turn on the drone and the controller again.

Claire
This is the first step.

Both are on. The drone has a flashing yellow light in the rear. The controller says connecting.

Claire
Have you heard some sounds from controller?

No
08-21 02:48:46

Claire
Press C1 Button, C2 Button and Record Button at the same time, and the Remote Controller will make a sound of "Beep----Beep-Beep"

Actually I did when it first came on.

Claire
Got it.

It did beep

Claire
Now the remote control is beeping, right?

No. Only when I pushed C1, C2, and record it beeped then stopped beeping.

Claire
Now, please connect the controller with the phone.

It is connected.

The DJI PRO 4 app is on

Claire
The please open the app.
08-21 02:52:02

doen

Claire
Could you please tell me the led color of the drone?

green

Claire
Good.

Claire
Then please send me the screenshot of the app.

I don't know how to send you a screenshot via this chat session.

Claire


The screen is blank

Claire
Even that, could you please send the screenshot to me so that I can check the details?

I don't know how to get a screenshot from my android phone to this chat session!
08-21 02:57:12

Claire
You can take the screenshot from my android.Then copy it to your computer.

Claire
This you can click this button to send it to me.

Claire
Have you heard some sounds from controller?

No

Claire
Press C1 Button, C2 Button and Record Button at the same time, and the Remote Controller will make a sound of "Beep----Beep-Beep"

Actually I did when it first came on.

Claire
Got it.

It did beep

Claire
Now the remote control is beeping, right?

No. Only when I pushed C1, C2, and record it beeped then stopped beeping.
08-21 02:51:29

Claire
Now, please connect the controller with the phone.

It is connected.

The DJI PRO 4 app is on

Claire
The please open the app.

doen

Claire
Could you please tell me the led color of the drone?

green

Claire
Good.

Claire
Then please send me the screenshot of the app.

I don't know how to send you a screenshot via this chat session.
08-21 02:53:56

Claire


The screen is blank

Claire
Even that, could you please send the screenshot to me so that I can check the details?

I don't know how to get a screenshot from my android phone to this chat session!

Claire
You can take the screenshot from my android.Then copy it to your computer.

Claire
This you can click this button to send it to me.

Do that while you are waiting? That will take me awhile. I hate cellphones.

Claire
Yes, of course.

Claire
Oh, at same time. I have yo change another way to do it.

Claire
Sorry, I have to change another way to do it.
08-21 03:00:32

I'm getting very frustrated here. I don't know how to capture a screen shot on the android when the dji pro 4 app is open. Anything I try just closes that app.

Claire
Could you please wave the wave wheel on the remote control to see if the plane's gimbal will rotate?

I had to take the covers off the gimbal. It does rotate.

Now it is not rotating

Claire
I find the reason.

Claire
When you connect the drone, please take the covers off the gimbal.

Now I am getting a map on my screen

Claire
Please wave the wave wheel on the remote control to see if the plane's gimbal will rotate again

It does not rotate. How do I get rid of the map on my screen?

Claire
It mean that you haven't linked the drone with the controller.
08-21 03:08:13

Claire
Have you click the button of the link on the drone?

I have several times. When I click the button the light turns red. Then I got to the app on the phone and select link the controller. I then get this msg. CONFIRM FREQUENCY SETTINGS? I select OK and nothing happens.

Claire
Please give me a moment, I am searching for you.

Claire
Can you take the photo on the app now?

Claire
Can you take the photo by the app now?

Claire
No, I am mean the screenshot.

How many times to I have to tell you that I don't know how to take a screenshot when the app is open?

Claire
let me send how to do this.

Claire
Please give me a moment, I am searching for you.

Claire

08-21 03:15:13

Claire
Can you see this button on the app?

Claire
If yes, please click it. Then find whether there have a picture in the app photo album or not.
Historical news above

No, I have a map on the screen. I don't know how to make it go away.

Claire
Got it.

Claire
You may click the wrong button.

what is the RIGHT button?

Claire


Claire
Please restart the app, then click this place.

Claire
You will see the photo button.

OK, I have the screen back up but the photo button is greyed out. IT doesn't work.

Can I have someone at Tech Support call me? It might be easier.

Claire
Have you see anything in your app now?

Claire
I am the Tech Support.

Can you call me?

Claire
Ok, could you please send me the email to me?

What email?

Claire
Then please send me the video of your operation to me.

Claire
Could you please send me your email address?

Why?

Claire
I will send you a email in one hours.

Send me an email of what?

Claire
Then you can reply the video of your operation.

I have described the operation to you. It is exactly what the instructions tell me to do. Can you tell me what

Claire
I need your screenshot to check the detials.

Claire
Thank you for your understanding and support.

What does "CONFIRM FREQUENCY SETTING?" mean.

Claire
Maybe your haven't linked the drone with the remote controller.

Of course I havn't. That is why I am chatting with you. What does "CONFIRM FREQUENCY SETTING?" msg mean?
Click to expand...
Here's a thread that might help
 
After realizing the age of this thread, I'm closing it.
 
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