Ace Series: Unable to Charge or Charge Normally

Ace Series: Unable to Charge or Charge Normally

Applicable Models: Ace, Ace Pro, and Ace Pro 2

Scenario 1: The camera is unable to charge or fails to charge normally

1. Check firmware version and ambient temperature

• Firmware version: Open the Insta360 app and connect to the camera. Check if the camera firmware is updated to the latest version. If not, please update it.

Please refer to: Ace Series: How to Connect Camera to the Insta360 App and Ace Series: Check and Update Firmware Version

• Ambient temperature:  The ambient temperature during charging should be within the recommended range of -4℉ to 104℉ (-20℃ to 40℃). Extreme temperatures may affect battery performance and camera operation.

If the conditions above are met but the issue persists, it is recommended to remove the battery and attempt to power on the camera by connecting it to a power supply using the official standard charging cable.

Please refer to: Ace Series: Insert the Battery

2. Check if the camera can be powered on normally

Cannot be powered on normally

Please refer to: Ace Series: Camera Won't Power On

Can be powered on normally

While the camera is powered on, reinsert the battery and check the status of the battery icon in the upper right of the screen:

• The icon shows a battery level and indicates charging: Continue charging and observe if the battery level shown changes.
  • If it changes, wait for the charging to complete.
  • If it does not change after 15 minutes, or consistently fails to reach 100%, please follow the instructions below to apply for the reparir service.
• The icon shows no battery level: Please follow the instructions below directly to apply for mail-in repair service and inspection.

Scenario 2: The camera remains unchanged at a certain battery level when charging, fails to charge to 100%, or charges slowly

Issue 1

When charging with a power bank, the camera remains unchanged at a certain battery level, fails to charge to 100%, or charges slowly.

Solution

Since the camera requires an external power supply voltage higher than the battery voltage to charge, and the battery voltage increases as the charge level rises, some power banks may experience voltage drops during discharge, causing the voltage levels to equalize and preventing charging. It is recommended that you use a constant voltage power source to charge the camera.

Issue 2

When the camera is charging while shooting, it stops charging at a certain battery level, fails to charge to 100%, or charges slowly.

Solution

The camera features battery temperature protection. When the battery temperature is too high, it will limit the maximum charge level. It is recommended that you stop shooting and allow the camera to cool down naturally before charging it normally to achieve a full charge.

Issue 3

The camera remains unchanged at a certain battery level, fails to charge to 100%, or charges slowly in other situations.

Solution

Please ensure you are using an battery from Insta360. If not, it is recommended to replace with an battery from Insta360 and then try charging again.

If none of the above solutions resolves your issue, we recommend you apply for Insta360 Repair Service for professional diagnostics.