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, X4 Air, X5, Ace, Ace Pro, Ace Pro 2, GO 3, GO 3S, GO Ultra, ONE R, and ONE RS

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.

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How to obtain log files

For new versions of Insta360 Studio (v5.8.8 and later)

Update Insta360 Studio to v5.8.8 or later. In "Feedback", you can report issues, provide screenshots, or submit screen recording all at once. After clicking "Submit", the system will automatically upload the log ID.

For old versions of Insta360 Studio (v5.6.2 to v5.8.8)

If your Insta360 Studio version is between v5.6.2 and v5.8.8, please 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 completes, 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., cannot be openen or 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.