Ace Series: Camera Fails to Connect to the Insta360 App or Reports Connection Errors

Ace Series: Camera Fails to Connect to the Insta360 App or Reports Connection Errors

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

I. Verify connection steps

1. Swipe down from the top of the camera screen to access the "Shortcut" menu > tap "Settings" (Gear icon ⚙) > Turn on Wi-Fi. Additionally, ensure both Wi-Fi and Bluetooth are enabled on your phone.
2. Open the Insta360 app and look for your camera in the device list to connect.

Please refer to: Ace Series: How to Connect Camera to the Insta360 App

3. If the connection fails within the app, go to your phone's "Wi-Fi Settings", find the camera's Wi-Fi network, and enter the password to connect (you can find the password in the camera's "Settings" > "Wi-Fi Settings").

Please note: Bluetooth is primarily used to identify the camera's Wi-Fi information. You can turn off your phone's Bluetooth after a successful connection if no further use is required.

II. Common connection issues and solutions

Scenario 1: The phone cannot find the camera's Wi-Fi network

1. Check basic settings

• Confirm the camera's Wi-Fi is turned on; try turning it off and on several times.
• Check if the phone supports 5G 802.11ac Wi-Fi (for Android, mid-to-high-end models from 2015 onwards are recommended; for iPhone, iPhone 6s or later is required). If not supported, try using a different device.
• Confirm that the "Region" set in the camera settings matches your current region. If not, modify it as follows based on your phone:
  • iPhone: Go to "Settings" > "General" > "Language & Region" > set "Region" according to your location, then return to the Insta360 app and try connecting again.
  • Android: Open the Insta360 app, go to "Me" > tap "Set Camera Region" and select your region > tap "Set for Camera". Restart the camera and check.

2. Restore factory settings or try another phone

• Restore factory settings: Swipe down from the top of the camera screen to access the "Shortcut" menu > tap "Settings" (Gear icon ⚙) > tap "Factory Reset" > tap "Confirm".
• Try searching for the camera's Wi-Fi network with another phone.

Scenario 2: The phone can find the camera's Wi-Fi network but fails to connect

1. Eliminate environmental interference

• Try connecting within 2 meters in an open area free from interference.
• Restart both your phone and the camera, then try connecting again.

2. Restore factory settings or try another phone

• Restore factory settings: Swipe down from the top of the camera screen to access the "Shortcut" menu > tap "Settings" (Gear icon ⚙) > tap "Factory Reset" > tap "Confirm".
• Try connecting to the camera's Wi-Fi network with another phone.

Scenario 3: The phone can connect to the camera's Wi-Fi network, but the Insta360 app cannot connect

1. Verify versions and phone settings

• Update both the Insta360 app and the camera firmware to the latest version.

Please refer to: Ace Series: Check and Update Firmware Version

• Android: Disable "WLAN+" or "Auto Switch Wi-Fi" ("Settings" > "Wi-Fi" > "More Settings").
• iPhone:  Enable the "Local Network" permission for the Insta360 app ("Settings" > "Insta360").

If the issue persists, proceed with the steps below.

2. Re-authorize and Reset

• Uninstall and reinstall the Insta360 app, and grant all necessary permissions again when opening it.
• Restore factory settings: Swipe down from the top of the camera screen to access the camera's menu > tap "Settings" (Gear icon ⚙) > tap "Factory Reset" > tap "Confirm".
• Try connecting to the camera's Wi-Fi network with another phone.

Scenario 4: Insta360 app displays Error 9,4/9,8

Update and Restart:

• Verify both the Insta360 app and the camera firmware are updated to the latest version.
• Restart both the Insta360 app and the camera, then try connecting again.

Please refer to: Ace Series: Check and Update Firmware Version

If the issue persists, proceed with the steps below.

Check Bluetooth connection status:

• If the camera's Bluetooth cannot be discovered: Try connecting with another phone. If it can be discovered and connected, the original phone's Bluetooth function might be faulty. Contact your phone manufacturer's technical support for assistance. If no other phone is available, try manually entering the camera's Wi-Fi password to connect.
• If the camera's Bluetooth can be discovered: Try manually entering the camera's Wi-Fi password to connect directly.

If you are still unable to resolve the issue after trying the solutions above, please contact Insta360 Customer Support for assistance.