X Series: Camera Files are Lost

X Series: Camera Files are Lost

Applicable Models: ONE X, X2, X3, X4, X4 Air, and X5

Scenario 1: Files cannot be found on the computer, camera, or Insta360 app

If files cannot be found on any device, please try the following steps in order:

1. Check time zone and sync status

If you have traveled to another country/region recently (which may cause camera's time zone to change), or if the camera has not been connected to the Insta360 app to update the time for a long period, this may affect the sorting of the latest captured files. Please connect the camera to the Insta360 app or computer and check all files one by one.

2. Check cloud storage service sync settings

If you have subscribed to the cloud storage service, please check if "Delete the original file after uploading" is enabled. The steps are as follows:

Swipe down from the top of the camera screen to access the "Shortcut" menu > navigate to Insta360+ > "Sync settings", and check whether "Auto-delete" is enabled. If "Auto-delete" is enabled, files that have synced to cloud on the camera will be deleted. You can view them in your cloud storage space.

3. Check files in the Micro SD card

Connect the camera or Micro SD card to a computer with a USB cable, open the "DCIM" folder > navigate to the "Camera01" subfolder, and check if the target files are there. If you have used multiple Micro SD cards alternately for shooting, check whether the recorded media is stored on other Micro SD cards.

4. Check the shooting mode

Check if the "Dashcam Mode" is enabled. In this mode, when the recorded video files fill up the preset storage space, new recordings will automatically overwrite the earliest video files to free up storage capacity, and the overwritten files will be deleted.

Scenario 2: Files can be viewed on a computer, within the camera, or in the Insta360 app

If files can be viewed on the camera, on a computer, or in the Insta360 app, this usually means the files are still stored on the Micro SD card. Please follow the steps below in sequence:

1. Check for time zone and sync status

If you have recently traveled to another country/region (which may cause the camera's time zone to change), or if the camera has not been connected to the Insta360 app to update the time for a long period, file sorting may be abnormal. Connect your camera to the Insta360 app or a computer and check all files one by one.

2. Check files in the Micro SD card

Connect the camera or Micro SD card to a computer with a USB cable, open the "DCIM" folder > navigate to the "Camera01" subfolder, and check if the target files are there.

3. Check the Quick Reader (if used)

If using the camera with a Quick Reader, check whether the target files exist on the Micro SD card of the Quick Reader.

Scenario 3: Files are inaccessible when the camera is connected to a computer, or the Micro SD card shows an error or a formatting request

Data recovery

We recommend you apply for Insta360 Repair Service and return the Micro SD card to us. Our engineers will prioritize attempting to recover the data stored on the card.

• If data recovery is successful: We will provide you with a download link for the recovered files. You may choose to have the card returned or have it processed by Insta360.
• If the data cannot be recovered or you no longer need to retain the media: You may choose to have the SD card returned to you or exchange it for an Insta360 official Micro SD card of equivalent capacity.

If you are unable to return the Micro SD card for the time being, you may try repairing the files on the Micro SD card using your computer's built-in tools:

Repair steps for computers running Microsoft Windows

1. Connect the camera to your computer and select the "USB Mode" or "File Transfer Mode" on the camera.
2. Open the "Start" menu in the lower left corner of the computer screen, then search for and launch "CMD" (Command Prompt).
3. In the black window, enter the command: chkdsk [camera drive letter]: /f (e.g., if the camera disk is drive E, enter chkdsk E: /f), then press Enter.

1. ​After the repair is completed, reopen the camera disk to check.

​Repair steps for computers running macOS

1. Connect the camera to your computer and select the "USB Mode" or "File Transfer Mode" on the camera.
2. ​Open "Launchpad", then search for and open "Disk Utility".
3. Select the disk corresponding to your camera in the device list on the left, then click the "First Aid" button at the top.

1. ​After the repair is completed, reopen the camera disk to check.

Repair steps for computers running Linux

Please refer to third-party platform tutorials or search for "Linux fsck command tutorial" to obtain more information.

Third-party platform tutorial: How to Use Fsck Command in Linux to Repair File System (including detailed examples and precautions)

If none of the above solutions resolves your issue, please contact Insta360 Customer Support for assistance.