GO Series: Media Files are Lost / Not Found

GO Series: Media Files are Lost / Not Found

Applicable Models: GO 3, GO 3S, and GO Ultra

Scenario 1: Media files cannot be found in the camera's album, or when the camera is connected to the Insta360 app or a computer

1. Disk repair

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

Alternatively, you may try using a professional third-party data recovery service. If you have any further questions, please contact Insta360 Customer Support for assistance.

Scenario 2: Files can be previewed in the in-camera album but disappear when the camera is 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. We recommend first trying to restore files using Recuva, a third-party file recovery tool for Windows. However, we cannot guarantee successful recovery, as data loss scenarios vary. For your data security, we strongly advise consulting professional data recovery services for more reliable assistance with important files. We also recommend regularly backing up important files to a computer or external hard drive.

• If the MP4 file is not deleted

Please contact Insta360 Customer Support for assistance.

Scenario 3: Media cannot be previewed on the camera, but can be viewed when the camera is connected to the Insta360 app or a computer

• All media cannot be previewed on the camera

We recommend connecting the camera to a computer via a USB cable, and backing up all files on the camera. After backup is complete, format the memory card and restore the camera to factory settings in the camera menu.

Please refer to: GO Series: Formatting Memory and GO Series: Factory Reset

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.