Crash

Q1 What can I do if the app crashes when I open it?

If the app crashes when you open it, please follow the steps below:

1. Confirm whether your mobile device meets the minimum configuration requirements in the compatibility list. If your device doesn't meet the requirements, the issue may be caused by incompatibility. Please provide us with the model number of the mobile device for confirmation.
2. If the mobile device does meet the minimum configuration requirements, please backup the files stored in the app, then reinstall it.
3. If this doesn't solve the problem, please provide us with the following information so we can verify the issue:
   a. App version, phone model and system version. This information can generally be found in Settings > About.
   b. Crash log (please refer to the following instructions for how to obtain):
   Android devices: Find files starting with "crash" and ending with ".log" in file manager > internal storage > Android > data > com.arashivision.insta360akiko > files > Insta360akiko > crashlog.
   iOS devices: Provide the model number, iOS system, app version and the time of the last crash. Please click here to contact us for further support.
   

Q2 What can I do if the app crashes while I'm viewing footage?

If the app crashes while viewing footage, please follow the steps below:

1. Confirm whether your device meets the minimum configuration requirements in the compatibility list. If your device doesn't meet the requirements, the issue may be caused by incompatibility. Please provide us with the model number of the mobile device for confirmation.
   
2. If the mobile device does meet the minimum configuration requirements, please clear the cache in the app's Settings and make sure there is sufficient free storage on the device.
   
3. If this doesn't work, please check if the files you were viewing are broken by opening them in Insta360 Studio on your computer.
   
4. If the files are OK, please provide us with the following information so we can verify the issue:
   a. App version, phone model, system version, and the remaining storage on the phone.
   b. Crash log (please refer to the following instructions for how to obtain):
   Android devices: Find files starting with "crash" and ending with ".log" in file manager > internal storage > Android > data > com.arashivision.insta360akiko > files > Insta360akiko > crashlog.
   iOS devices: Provide the model number, iOS system, app version and the time of the last APP crash. Please click here to contact us for further support.
   

Q3 What can I do if the app crashes while I'm editing?

If the app crashes while you are editing, please follow the steps below:

1. Confirm whether your mobile device meets the minimum configuration requirements in the compatibility list. If your device doesn't meet the requirements, the issue may be caused by incompatibility. Please provide us with the model number of the mobile device for confirmation.
2. If the mobile device does meet the minimum configuration requirements, please clear the cache in the app's Settings and make sure there is sufficient free storage on the device.
3. If this doesn't work, please check if the files you were viewing are broken by opening them in Insta360 Studio on your computer.
4. If the files are OK, please provide us with the following information so we can verify the issue:
   a. App version, phone model, system version, and the remaining storage on the phone;
   b. The details of what you were editing before the crash. A screen recording of the crash process would be even better if possible;
   c. Crash log (please refer to the following instructions for how to obtain):
   Android devices: Find files starting with "crash" and ending with ".log" in file manager > internal storage > Android > data > com.arashivision.insta360akiko > files > Insta360akiko > crashlog.
   iOS devices: Provide the model number, iOS system, app version and the time of the last APP crash. Please click here to contact us for further support.
   

Q4 What can I do if the app crashes while exporting footage?

If the app crashes while exporting, please clear the cache in the app's Settings and make sure there is sufficient free storage on your phone.
If this does not fix the problem, please provide the following information so we can verify the issue:
a. Check if all files have the same issue. If not, what are the characteristics of the files that experience the issue?
b. App version, phone model, system version, and the remaining storage on the phone.
c. Crash log (please refer to the following instructions for how to obtain):
Android devices: Find files starting with "crash" and ending with ".log" in file manager > internal storage > Android > data > com.arashivision.insta360akiko > files > Insta360akiko > crashlog.
iOS devices: Provide the model number, iOS system, app version and the time of the last crash. Please click here to contact us for further support.

Please click here to contact us for further support.