Ace Series: Camera Fails to Connect to PC

Ace Series: Camera Fails to Connect to PC

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

If your camera encounters issues when being connected to a computer, such as failure to be recognized, no USB mode pop-up, or the error "USB device not recognised", please follow the methods below to resolve the problem quickly.

Scenario 1: Unable to access camera files after your camera is connected to PC

1. Ensure the camera firmware is updated to the latest version.

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

2. It is recommended to use the original data cable and plug it directly into the computer's USB port. Avoid using a USB HUB.
3. When connecting the camera to the computer via a data cable, select "U-Disk Mode" on the camera screen.
4. If a memory card is used, ensure it is a Micro SD/TF card that is UHS-I, V30 or faster, and pre-formatted to exFAT.

If the problem persists after the above checks, try the following:

1. Reconnect the data cable multiple times or gently wiggle the interface to check for poor contact.
2. Use the same data cable to connect your phone to the computer. If the computer also fails to recognize the phone, the cable may be faulty—replace it and try again.
3. Plug the data cable into a different USB port on the computer, or test with another computer.
4. If still unrecognized, try restoring the camera to factory settings, or formatting the memory card before reinserting it into the camera and reconnecting to the computer.

Please note: Back up important files before formatting.

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

Scenario 2: Camera files are accessible, but the error "USB device not recognised" is displayed

The camera will automatically restart to switch to "U-Disk Mode" when connecting to the computer. During this process, its communication with the computer is temporarily interrupted, so the system will pop up an identification error prompt once.

How to check if your camera is properly connected

After the error prompt appears, the camera screen will turn off or display the USB drive icon, and the computer will eventually show an accessible camera disk drive successfully. If the camera is recognized by the computer after restarting and the camera's internal files or memory card can be accessed normally, the connection is normal and does not affect use.

If the issue persists, please contact Insta360 Customer Support for assistance.