Camera Troubleshooting

Q1 What should I do if I can’t install the Insta360 app on my mobile device?

First, click here to check if you can download and install the app from our official website.

If still not possible, this is most likely caused by incompatibility. Please check the compatibility list for the Insta360 app.
If your device does not meet the requirements, it is recommended to use another device to install the app and activate the camera. After that, you can use the camera buttons to shoot and adjust settings. For editing the files, use our desktop software, Insta360 Studio. Please click here for a tutorial.

If your device does meet the requirements but the app still cannot be installed, please click here to contact us and we will do our best to help.

Q2 What should I do if ONE RS won’t turn on?

If ONE RS won’t turn on when pressing the power button or shutter button for 1-2 seconds, please follow the below steps:
Step 1: Does the battery have enough power?
Connect the camera to a 5V 2A adapter with an official Insta360 charging cable and charge for 15 minutes. Then, try to turn on the camera again.
Step 2: Is the charging adapter/cable working normally?
Check if they are functioning correctly by testing with other devices.
Step 3: Remove the battery and memory card, then connect the camera directly to the adapter to see if it works.

If the camera still cannot turn on, please click here to contact us and we will do our best to help.

Q3 What should I do if I’m unable to activate ONE RS?

If the app shows "Failed to Activate" when activating ONE RS, please check:
Your device is connected to WiFi or mobile data.
You have given the Insta360 app access to your internet connection (via WiFi or mobile data).

If this still doesn’t work, please click here to contact us and we will do our best to help.

Q4 What should I do if I can't connect to the camera’s Bluetooth?

ONE RS connects to mobile devices via WiFi, not Bluetooth. However, you will need to make sure your phone’s Bluetooth is switched on. Then, open the Insta360 app and follow the instructions to pair the camera.

Q5 What should I do if I can't connect to the camera’s WiFi?

Please restart the camera and try again.

If this doesn’t work, go to your mobile device’s WiFi settings and see if you can connect directly to the camera’s WiFi signal.
If your device does connect to the camera WiFi, but it fails to connect to the app, please make sure that the Insta360 app has permission to access your location.
If this doesn’t work, put your phone in airplane mode, then try again.

If the above steps don’t work, please click here to contact us and we will do our best to help.

Q6 How can I charge ONE RS?

There are two ways to charge your ONE RS:

When the camera is assembled, use the 5V 2A adapter and official charging cable to charge the camera directly. It takes around 70 minutes to fully charge a single ONE RS Battery Base.
Using the Fast Charge Hub, charge the Battery Base with the official 9V 2A adapter. It takes around 50minutes to fully charge a single ONE RS Battery Bases.

Q7 What should I do if the ONE RS indicator light flashes red while charging?

This may occur when the camera doesn’t recognize the battery.
Please check that the battery’s connection area is clean and dry. Wipe the connection area with a cloth, and make sure the camera is assembled correctly.

If this doesn’t work, please click here to contact us and we will do our best to help.

Q8 What should I do if the ONE RS indicator light flashes blue?

A flashing blue light indicates one of the following:

No microSD card
The microSD card is not recognized by the camera
The micro SD card is full or has an error

Back up the files on the microSD card to another device, then format the card in exFAT format on a computer.

If this doesn’t work, please click here to contact us and we will do our best to help.

Q9 What should I do if ONE RS shows low card speed?

This is likely because the microSD card’s writing speed doesn’t meet the requirements.
Please check whether the microSD card you’re using meets the basic requirements: UHS-I, V30 and exFAT format.

If your card does meet these requirements, it may be caused by the file fragmentation, and please backup the files to the card and format it in exFAT format.
If the card speed is still low, try updating the camera firmware to the latest version and try again.

If the card speed is still insufficient after the above steps, please click here to contact us for further support.

These two icons only indicate the Instant Zoom and Quick Menu function, they are not actual buttons. Tap the edge of the screen just to the left of the icons to trigger the corresponding function.

Q11 What should I do if there is no audio in videos recorded on ONE RS?

Firstly, it sounds obvious but just check that your phone or computer is not muted, we’ve all been there!

If that isn’t the issue, and you used the camera’s built-in microphone when shooting, please take a short video (around 10 seconds) and send us the file for testing.
If an external microphone was used, please check whether the mic is on the compatibility list and if it was connected successfully.

If only some of your videos have no audio, please confirm whether the video was shot in Slow Motion, Timelapse, or TimeShift. These shooting modes do not record sound by default.

If none of the above issues are present, please take a short video (around 10 seconds) and send us the file for testing.

Q12 What should I do if my computer cannot recognize ONE RS?

To connect ONE RS to your computer, please make sure that you set the camera to U-Disk before connecting (you can check this in the camera settings by navigating to General > USB mode). In addition, the camera must be turned on when connecting to the computer.

If the camera still cannot be recognized, check you’re using the official charging cable, then remove the cable and try again.

Note: If connecting to a computer with a USB Type-C port, such as on newly released Macs, please try to connect via a type-A adapter and see if that works.

Q13 What should I do if the image is upside down or the stabilization is not working well?

This is likely caused by abnormal gyro data in the camera. Please refer to the tutorial to perform gyro calibration, then try again.
If your videos still have similar problems, please click here to contact us and we will try our best to help.

Q14 What should I do if the selfie stick is visible in my footage when shooting with the 360 Lens?

Note: selfie sticks can only be made invisible when shooting with the 360 Lens.

Firstly, make sure that the selfie stick is completely straight and parallel with the camera as shown below. If the stick is at an angle to the camera, this will be visible in your shot. Also, make sure to fasten the 1/4" thumb screw to lock the selfie stick in place and stop it from moving around.

Q15 What should I do if the ONE RS Lock Cover gets detached or lost?

If the USB cover gets disconnected from the camera, you can simply reinstall the cover yourself. Just make sure that it is secure after reinstalling. If the Lock Cover is lost, please click here to contact us for assistance.

Q16 Why does shooting a 360 video generate multiple files?

Due to the high bitrate of 5.7K 360 videos, two high-resolution VID files are generated for each recording, plus an LRV file.

The two VID files will be named as follows: VID_year/month/day_time_00_XXX AND VID_year/month/day_time_10_XXX (XXX = a three digit file number). For example, one recording made at exactly 2:52pm (14:52) on Jan 1st 2022 will generate two files: VID_20220101_145200_00_001 and VID_20220101_145200_10_001.

The LRV video is mainly used for quick preview playback, and AI-powered element identification and scene analysis for editing and reframing.

Q17 Does ONE RS support factory reset?

Yes. To do factory reset, swipe down on the camera screen > Tap “Settings” on the last page > Tap “General” > Tap “Factory Reset”.

Q18 Is there a way to force ONE RS to shut down?

If the camera doesn’t respond when you press the buttons or touch the screen, the camera may be frozen. In this situation, please remove the battery or long-press the power button for 15-20 seconds to perform a force shutdown.

Please click here to contact us for further support.