Insta360 App: How to Retrieve Logs (Log ID)

Insta360 App: How to Retrieve Logs (Log ID)

Applicable Models: ONE X, X2, X3, X4, X5, Ace, Ace Pro, Ace Pro 2, GO 3, GO 3S, Flow, Flow Pro, ONE R, and ONE RS

If you experience issues such as connection or feature abnormalities while using your camera, retrieving the Insta360 app logs (Log ID) can help Insta360 Customer Support identify and resolve the issues faster. This article details the steps to retrieve the logs (Log ID), specifies the information required based on your login status, and provides notes regarding the app version and network to help you complete the process quickly and advance the issue resolution.

How to retrieve Insta360 app logs (Log ID)?

1. Ensure the camera is connected to the Insta360 app, then open the Insta360 app.

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

2. Tap "Me" > tap "Settings" icon in the top right > select "About Insta360" > "Diagnostic Info" > tap "Send" to start the upload.
3. After the upload is completed, the Log ID is automatically copied to the clipboard. Please send this Log ID to Insta360 Customer Support for further processing.

Steps

Please note:

• Upload interruption: The upload process for logs (Log ID) cannot be stopped on Android devices. On iOS devices, you can tap the "×" button to stop it manually.
• Log retrieval: To obtain both the Insta360 app log (Log ID) and the camera firmware log (Log ID) simultaneously, please ensure the Insta360 app remains connected to the camera during the process.
• Network requirement: On some Android devices, connecting to the camera might cause network issues, leading to Log ID upload failure. It is recommended to enable both Wi-Fi and Mobile Data and try again.
• Version requirement: Ensure your Insta360 app version is v1.28.0 or higher. It is recommended to check and update your Insta360 app version beforehand.

Solutions for failure to send logs

1. For Android devices: Enable Mobile Data and try uploading again.
2. For all iOS and Android devices still failing even with Mobile Data enabled: Contact Insta360 Customer Support for assistance.