Troubleshooting

Q1 How to check the camera serial number?

Check via the camera:

Press the power button to power your X3.
Swipe down to access the Shortcut menu, then go to [Settings] > [Camera Info] to check the serial number.

Check via the Insta360 app:

Connect X3 to your phone via the Insta360 app.
Enter the Insta360 app Settings, then find [Camera Information] to check your camera’s serial number.

If you kept the camera box, you can check it on the box.
If you have kept the original files taken by the camera, you can import the file to the desktop software Studio and then right-click the file properties to find the serial number.

Q2 What should I do if my phone cannot find the Wi-Fi signal of X3?

If there is no Wi-Fi signal of X3 on the system settings page of your phone, please follow the steps below to troubleshoot.
Step 1: Please make sure that the phone can search for other Wi-Fi signals to confirm that the Wi-Fi function of the phone is normal.
Step 2: Please use other devices or computers that support 5GHz Wi-Fi to test whether the camera's Wi-Fi signal can be detected normally.
a: If one of the devices can search for signals (no need to connect), then it proves that the camera can broadcast Wi-Fi signals normally. Please check whether it is the mobile phone lacking support searching for 5GHz Wi-Fi signals (please check the mobile phone specification: if it is not marked to support dual-band Wi-Fi or 802.11a/ac, then it is likely that the phone does not support this); if it is not supported by the phone, please refer to the steps below to switch the Wi-Fi frequency of X3 to 2.4GHz.
--Android: open the app—enter "Settings" and tap "Set the current region to camera"—select Indonesia—click on "Set to the camera", restart the camera and check again.
--iOS: open the phone system settings, select Indonesia under region—return to the app page—reselect the camera's signal—try to connect.
b: If all devices cannot detect your camera’s Wi-Fi signal, the camera may not be able to broadcast Wi-Fi signals normally, please click here to contact us for assistance.

Q3 What should I do if the phone can detect X3's signal, but the app cannot connect?

Please go to the mobile phone system page to check whether the Wi-Fi is connected;

If it is not connected, please make sure that the entered Wi-Fi password is 88888888, restart the camera and mobile phone, then try again;
If the phone still cannot connect to the Wi-Fi, please click on the Wi-Fi, and try again after forgetting the network;
If it still fails, try other mobile devices to enter the password to connect to confirm whether it is the phone's issue or the camera's.
If the system settings page has shown the connection, but the app page shows that it cannot be connected or not connected (Android phones), please go to the app's settings page, turn on "Force Connect" mode, reconnect and try again.
If it still doesn't work, please confirm that GPS positioning permission has been enabled for Insta360 app;
If it still doesn't work, please go to the phone system settings to make sure the WLAN+ or automatic Wi-Fi switch option is off if there is an option.

If the phone still cannot connect to the Wi-Fi signal of X3 after the above operations, please click here to contact us with all detailed info for further support.

Q4 My X3 can't be activated, what should I do?

If the camera cannot be activated, no worries. Please make sure the following 2 phone settings are turned on.
The mobile data network of the phone is turned on.
The mobile data network permission of the phone is turned on for the app.
If it keeps failing, please click here to contact us for further support.

Q5 What should I do if X3 does not turn on?

If X3 will not turn on after pressing the power button or record button for 1-2 seconds, please troubleshoot according to the steps below:
Step 1: Make sure battery life is sufficient.

Connect the camera to the power supply, when the indicator light turns red, continue to press the power button to try to turn it on. If it can turn on normally, it may be caused by insufficient battery power, please leave it to charge and test again. If it fails, please disconnect the power and plug it in again after unplugging the battery.
After connecting to the power supply, if the indicator light is flashing red and you can’t turn it on by pressing the power button, please disconnect and remove the battery, reinstall and try again. If it still does not turn on, please remove the battery and try again. If you remove the battery and still can't turn on, please contact our service team for further help.

Step 2: If you’re charged up, but still cannot turn on your X3, remove the battery and microSD card, and then connect to a power outlet to check the indicator light status. Flashing Red: This means the camera has been connected; please long-press the power button for 1-2 seconds to power on;

If the camera still cannot be turned on, contact our service team for help.
If the camera can be turned on, the camera itself is working as intended; please install the battery and microSD card one by one to figure out the outlier.

Off: This means the camera has not been connected;

Please use the charging adapter/cable with a phone or other devices to check it is working;
If the camera indicator still is off, contact the service team for support.

The service team can be contacted here.

Q6 What should I do if the X3 USB 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 USB Cover is lost, please click here to contact us for assistance.

Please click here to contact us for further support.