Ace Series: Horizontal, Vertical, or Black Lines on Camera Screen

Ace Series: Horizontal, Vertical, or Black Lines on Camera Screen

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

Solution

I. Check the lens & final footage

1. Clean lens: Check the camera lens surface for fingerprints, dust, or other dirt. If any, gently wipe the lens with a clean soft cloth or a wet wipe.
2. Check final media: Connect the camera to the Insta360 app and check the captured photo or video in the app's Album page to see if such lines also appear in the final media.

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

II. Troubleshoot based on the final media

Scenario 1: No such lines present in final media

1. 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. After the factory reset is completed, check if the lines still appear on the screen.
2. Update firmware: Connect the camera to the Insta360 app and update the camera to the latest firmware version.

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

Scenario 2: Such lines present in final media

Please follow the instructions below to apply for mail-in repair service.

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