Mavic Disconnects and Motors Shut Off (VIDEO)

[RoyEP3]

Hi. I've been having an issue with DJI that's going on 2 months now on getting my Mavic repaired. My Mavic keeps losing signal and the motors would shut off midair, even when it's right in front of me.

I've sent it in to DJI and DJI is declaring it pilot error and charging $200+ to fix it. I have disputed this with them and requested a data analysis report on why it was deemed pilot error. They said they would email me this report, but instead returned my drone unrepaired and that the case is now closed. After calling them on the phone, I was told they aren't able to release the data analysis and the case is now closed because I've received my drone. What a headache.

I've finally been able to replicate and film the issue here. Any advice?

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Updates continued at DJI Forums:
Mavic Falls out of Sky (VIDEO)

 

[Duncs65]

Start again is my advice, send the video or give them access to it via dropbox.

I had an issue that they said they would not fix because I did not buy from a registered reseller but i could use my refresh insurance. I insisted that the reseller bought it from their wholesaler therefore Australian Consumer Law protects me from such denials.

After that email everything went smoothly, I have refresh but did not want to use it for a warranty issue. Stick with it and stand by your rights.

 

[MrsTreat]

Can you try another battery?

 

[RoyEP3]

Can you try another battery?

Yeah. Unfortunately now I have two dinged up batteries testing this.

 

[geigy]

upload the log files and I'll take a look - and if you're lucky so will someone who knows what they are doing

 

[Cyberpower678]

I’d be very interested in the DAT files from the drone. Please upload every single one where this issue occurred.

How to retrieve a .DAT

 

[Blades]

Hi. I've been having an issue with DJI that's going on 2 months now on getting my Mavic repaired. My Mavic keeps losing signal and the motors would shut off midair, even when it's right in front of me.

I've sent it in to DJI and DJI is declaring it pilot error and charging $200+ to fix it. I have disputed this with them and requested a data analysis report on why it was deemed pilot error. They said they would email me this report, but instead returned my drone unrepaired and that the case is now closed. After calling them on the phone, I was told they aren't able to release the data analysis and the case is now closed because I've received my drone. What a headache.

I've finally been able to replicate and film the issue here. Any advice?

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That is messed up and makes me worried that it could just drop out of the sky for no reason and definitely not pilot error on your part. What firmware version is the mavic and what app version are you using is it IOS or Android? My MP is my 1st DJI and my last DJI product.

 

[RoyEP3]

upload the log files and I'll take a look - and if you're lucky so will someone who knows what they are doing

Is the log file the same as the DAT file from the method above? If so, I'll try to get that uploaded later tonight.

 

[geigy]

There is a DAT file on the drone, and txt files from your tablet or phone. Cyberpower's link shows how to upload these files to a server and provide a link that we can look at.

 

[WizDrone]

Oh wow, did it say "strong interference" just before it dropped?

 

[Racenviper]

Oh wow, did it say "strong interference" just before it dropped?

Yes it did.

 

[RoyEP3]

That is messed up and makes me worried that it could just drop out of the sky for no reason and definitely not pilot error on your part. What firmware version is the mavic and what app version are you using is it IOS or Android? My MP is my 1st DJI and my last DJI product.

Yeah, it is scary and dangerous for it to just drop out of the sky like that. The firmware is V01.03.0600. I have not updated it yet because I want to keep the firmware version to what it was when the issue happened. The app is v4.1.3 on Android.

 

[RoyEP3]

Oh wow, did it say "strong interference" just before it dropped?

Yes, it did say that, but I believe that is not a factor. I wanted to test it in a controlled environment, which meant I'd get occasional interference. The same result happens without interference.

 

[RoyEP3]

Well I've taken a peek at DJI Assistant and, unless I'm doing it wrong, I found no data in the "flight data" tab (attached image). I flew with no SD card in the Mavic, so I don't know if that is why I'm not seeing anything.

As for the text files from the app, here is what I've uploaded:
(removed to hide address)

PREVIOUS FLIGHT DATA:
Here is flight Data from my first crash back in 04/30/17, before I sent it out to DJI Repair. There are 9 .DAT files here. Two of those flights had the disconnect/crash, but I don't know which ones. I was switching between Litchi and DJI Go, in case it was a problem with one app over the other.
Dropbox - 04-30-17 Flight Data
DJI Flight Log Viewer - PhantomHelp.com

 

[BudWalker]

Well I've taken a peek at DJI Assistant and, unless I'm doing it wrong, I found no data in the "flight data" tab (attached image). I flew with no SD card in the Mavic, so I don't know if that is why I'm not seeing anything.

As for the text files from the app, here is what I've uploaded.
DJI Flight Log Viewer - PhantomHelp.com

PREVIOUS FLIGHT DATA:
Here is flight Data from my first crash back in 04/30/17, before I sent it out to DJI Repair. There are 9 .DAT files here. Two of those flights had the disconnect/crash, but I don't know which ones. I was switching between Litchi and DJI Go, in case it was a problem with one app over the other.
Dropbox - 04-30-17 Flight Data
DJI Flight Log Viewer - PhantomHelp.com

I looked at FLY028 in the Dropbox link.. There are so many things wrong it's hard to tell what the root cause is. Did DJI even look at the .DAT file? My advice? Don't fly it.

At 213.838 ESC data and battery data stopped being recorded.



Also, it appears the receiver listening to the RC went dead.


The eventLog stream gives another perspective
213.806 : 1733468778 : 19019 [L-ESC]ESC3 link down||
213.819 : 1733525432 : 19019 [L-NS][AHRS] connect us . :0
213.820 : 1733530800 : 19020 [L-FMU/MOTOR]esc err, status:0
213.820 : 1733530988 : 19020 [L-FMU/MOTOR]fault on , esc(4) is disconnect
213.894 : 1733863008 : 19023 [L-NS][AHRS] connect us . :1
213.919 : 1733975682 : 19024 [L-NS][AHRS] connect vo . :0
213.937 : 1734054241 : 19025 [L-GPS]<GPS ERROR>NAV-TIMEUTC length error 148 expect 20||
214.019 : 1734425829 : 19029 [L-NS][AHRS] connect gps . :0
214.019 : 1734425983 : 19029 [L-NS][AHRS] connect us . :0
214.019 : 1734426967 : 19029 [L-NS][AHRS] yaw aligned 0
214.211 : 1735291423 : 19039 [L-ESC]ESC0 link down||
214.220 : 1735330939 : 19040 [L-FMU/MOTOR]fault on , esc(1) is disconnect
214.236 : 1735403747 : 19040 [L-ESC]ESC1 link down||
214.240 : 1735420263 : 19041 [L-FMU/MOTOR]fault on , esc(2) is disconnect
214.262 : 1735517508 : 19042 [L-ESC]ESC2 link down||
214.280 : 1735601042 : 19043 [L-FMU/MOTOR]fault on , esc(3) is disconnect
214.703 : 1737501524 : 19064 [L-WL][LOG]wl_cur_info.is_pos_available:1=>0
214.763 : 1737771722 : 19067 [L-FLYMODE]GPS2ATTI!Init atti dynscale scale 3.746551
214.763 : 1737771993 : 19067 [L-FLYMODE][Ctrl<1>] REQ_RC_NORMAL ATTI ctrl_atti
214.819 : 1738024259 : 19069 [L-GPS]<GPS ERROR><m8sig>check solpack error
215.305 : 1740211688 : 19094 [L-FMU/LED]action changed. sys error:esc error!(18)
215.422 : 1740737542 : 19100 [L-FDI]NS(0) GPS(0): fault on , frequency_err
215.540 : 1741270887 : 19106 [L-FDI]GPS(0): disconnect
215.544 : 1741287709 : 19106 [L-NS][AHRS] connect gps . :1
215.705 : 1742011189 : 19114 [L-FMU/LED]action changed. imu error:ns_abnormal(3)
216.419 : 1745225404 : 19149 [L-NS][AHRS] connect gps . :0
216.423 : 1745241620 : 19150 [L-DBG1]MINI_TOPOLOGY_VERIFY FAILED: lost device_type: GPS
216.538 : 1745759953 : 19155 [L-BATTERY]get cell voltage time out!
217.538 : 1750259939 : 19205 [L-BATTERY]get cell voltage time out!
218.538 : 1754759962 : 19255 [L-BATTERY]get cell voltage time out!
219.538 : 1759259944 : 19305 [L-BATTERY]get cell voltage time out!
220.538 : 1763759949 : 19355 [L-BATTERY]get cell voltage time out!

 

[Cyberpower678]

To interpret what @BudWalker just said above, the drone timed out getting sensor values, so it got stuck in that one value. I assume there is watchdog timer that kicks in, and shuts the system down. If it's meant for safety, then that's a rather nasty failsafe.

In short, your drone is defective and needs replacing. It's not safe to fly this machine.

 

[Cyberpower678]

I think after thinking about it, this may be DJI's very last failsafe to kick in as an absolute last resort. This is when the drone's on board system is no longer able to process any data, from sensors or RC, has absolutely no idea where it is, or where it's headed, has no idea how high it is and if it's increasing altitude, or how fast the motors are spinning, that it might be designed to cut power to the motors to prevent it from drifting off somewhere it shouldn't and then crashing in some unknown location versus the option to crash where it's currently located, by free falling onto the spot the drone was last known to have been flying..

 

[peros550]

I would suggest to open a thread at DJI's forum and put your case number and a link to the video.
If you are lucky, someone of the moderators may try to help you with DJI support. For sure you need to send it back again.

 

[RoyEP3]

Alright. I really appreciate you guys taking the time to analyze the data. I'm not sure I understand 100% of it, but it does sound dumb that the failsafe shuts off the motors completely rather than maybe reducing power to 10% or something.

I'm gonna ship it back with the evidence. It's really annoying that all the data is right there and either they didn't even bother to look at it, or they think they can get away with just calling it pilot error.

 

[Mr Terabyte]

Roy, what firmware version are you on? I just want to make sure I'm 100% not on that one lol. Sorry about your drone I hope DJI does the right thing and covers all costs and some.

I read the full thread and saw its on .600, I hope DJI fixes your issue. Does your credit card company offer any kind of help in this? Just an idea.