Insta360 Studio: How to Obtain Log or Dump Files
Insta360 Studio: How to Obtain Log or Dump Files
Applicable Models: ONE X, X2, X3, X4, X5, Ace, Ace Pro, Ace Pro 2, GO 3, GO 3S, and GO Ultra
If you experience technical issues while using Insta360 Studio, you can help support technicians diagnose the issues quickly by providing log and dump files. Below are the detailed methods for obtaining these files under different circumstances.
Instructions
How to obtain log files
- Ensure that your Insta360 Studio is version v5.6.2 or later.
- Obtain the log based on your operating system (the log ID format is similar to: f6c47360-9376-4dbd-99cc-1a1a561903b2).
- Windows: In the client, find "Menu" on the top bar > click "Help" > click "Diagnostic Info" > select "Upload Log". After the upload ends, the log ID will be copied to the clipboard, and you can obtain it from there.
- macOS: In the client, find "Help" on the top bar > click "Diagnostic Info" > select "Upload Log". After the upload ends, the log ID will be copied to the clipboard, and you can obtain it from there.
Unable to obtain log files
If the log file upload fails with an error message saying "Failed to send, please check your network", please check if your current Internet connection is stable. If it is, try uploading the log again to get the log ID.
Scenario 1: Insta360 Studio is running normally
- Windows: In the client, find "Menu" on the top bar > click "Help" > click "Diagnostic Info" > find and open "Log Directory" to find the log file.
- Mac: In the client, find "Help" on the top bar > click "Diagnostic Info" > find and open "Log Directory" to find the log file.
Scenario 2: Insta360 Studio cannot run normally (e.g., crashes)
- Windows: Navigate to C:\Users\Username\AppData\Local\Insta360\Insta360 Studio\log to find the log file.
- Mac: Navigate to /Users/"Username"/Library/Application Support/insta360/Insta360 Studio to find the log file.
Please note: On some Windows computers, the AppData folder is hidden by default. You may need to enable "Show hidden files, folders, and drives" in Folder Options.
How to obtain dump files
When Insta360 Studio crashes or closes unexpectedly, the system generates dump files. You can find them at the following paths:
- Mac: Open Finder, click "Go" > "Go to Folder", enter ~/Library/Application Support/Insta360/Insta360 Studio/crashes/completed to jump to the folder where dump files are located.
- Windows: Navigate to C:\Users\Username\AppData\Local\Insta360\Insta360\Studio\crashes\reports to find the dump file.
Please note: After a crash occurs, do not restart the client immediately; otherwise, the dump files might be lost.
