Ace Series: Media Files Are Lost/Reduced

Ace Series: Media Files Are Lost/Reduced

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

Scenario 1: Photos and videos are missing from the in-camera Album page, and also cannot be found when the camera is connected to the Insta360 app or PC.

1. Disk repair

Connect the camera to a Windows PC. Right-click on the drive corresponding to the camera, select "Properties" > navigate to the "Tools" tab > click "Check" to initiate repair.

Please note: Do not format the disk. Avoid using the Disk Utility on Mac, as this may automatically format the device. ​

2. Next steps

If the method above does not recover the data, it is recommended to stop using the camera's recording feature temporarily to avoid new files overwriting potentially recoverable data.

Please contact Insta360 Customer Support for assistance. You can also contact a professional third-party platform for data recovery.

Scenario 2: Files are visible on the camera's Album page but disappear or are reduced when connected to the Insta360 app or PC

For footage shot in the Video, FreeFrame Video, or Loop Recording mode, two files are generated: an MP4 (main file) file and an LRV (preview file) file. For example, "LRV_20240801_154541_01_012" and its corresponding MP4 file "VID_20240801_154541_00_012". Connect the camera to a PC and check if the corresponding MP4 file has been deleted.

If the MP4 file has been deleted

The camera does not have a built-in file recovery feature. You can try contacting a professional third-party data recovery service. It is also recommended to regularly back up important files to a PC or external hard drives.

If the MP4 file is not deleted

Please contact Insta360 Customer Support for assistance.

Scenario 3: Files are missing from the camera's Album page but are visible when connected to the Insta360 app or PC

All media cannot be previewed on the camera

It is recommended to connect the camera to a PC via a USB cable, back up all files from the camera to the PC, and then perform a factory reset on the camera.

Swipe down from the top of the camera screen to access the "Shortcut" menu > tap "Settings" (Gear icon ⚙) > tap "Factory Reset" > tap "Confirm".

If the issue is not resolved, please contact Insta360 Customer Support for assistance.

Only some media cannot be previewed on the camera

For footage shot in the Video, FreeFrame Video, or Loop Recording mode, two files are generated: an MP4 (main file) file and an LRV (preview file) file. For example, "LRV_20240801_154541_01_012" and its corresponding MP4 file "VID_20240801_154541_00_012". Connect the camera to a PC and check if the LRV file corresponding to the footage that cannot be previewed exists. ​

If the LRV file has been deleted: You can view the corresponding MP4 file via the Insta360 app or PC. It is recommended to regularly back up important files to a PC or external hard drives to minimize the impact of such occurrences. ​

If the LRV file is not deleted: Please contact Insta360 Customer Support for assistance.