X Series: Unable to Connect to Insta360 App

X Series: Unable to Connect to Insta360 App

Applicable Models: ONE X, X2, X3, X4, X4 Air, and X5

Description

When connecting the camera to the Insta360 app, if a Wi-Fi connection error is prompted, you can troubleshoot the issue based on the following scenarios:

• Your phone cannot find the camera's Wi-Fi, and the camera's Wi-Fi settings page shows no error.
• Your phone cannot find the camera's Wi-Fi, and the camera's Wi-Fi settings page shows an error (prompting "System Error -10003"), or the Wi-Fi status displays "Initializing".
• Your phone can find the camera's Wi-Fi, but the Insta360 app shows an error when connecting (displaying error codes 9,4 / 9,8 / 9,18 / 9,13 / -14178 / -14064 / 14061 / 14177, or prompting "Connection failed" / "Unable to join network"), or there is no error message, or an unknown error occurs.

Solution

Check the connection method

Regardless of the specific issue above, please start by troubleshooting with the following steps:

1. Check the camera's Wi-Fi settings page to confirm if any error is displayed.
2. Swipe down from the top of the camera screen to access the "Shortcut" menu. Tap "Settings" (Gear icon ⚙) and turn on Wi-Fi. Additionally, ensure both Wi-Fi and Bluetooth are enabled on your phone.
3. Open the Insta360 app:
   • Find and select your camera in the device list to try automatic connection.
   • If automatic connection fails, connect manually: Go to "Wi-Fi Settings" on your phone, find the camera's Wi-Fi name, and enter the password. You can find the Wi-Fi password in "Settings" > "Wi-Fi Settings" on the camera.

Please note:

• The phone cannot connect to the camera via Bluetooth alone; Bluetooth is only used to help the phone identify the camera's Wi-Fi information.
• After a successful connection, you can turn off your phone's Bluetooth if no further use is required.

If the connection still fails after trying these steps, please proceed with troubleshooting based on the following different scenarios:

Scenario 1: Your phone cannot find the camera's Wi-Fi, and the camera's Wi-Fi settings page shows no error

Reason

• The camera only supports 5GHz Wi-Fi signals and cannot switch to 2.4GHz. If your phone only supports 2.4GHz, it cannot find the camera's Wi-Fi.
• The camera's "country code" does not match your current location, affecting signal recognition.
• Abnormal camera Wi-Fi driver or a potential hardware issue.

Solution

1. Verify the phone's Wi-Fi functionality

Go to the phone's "Settings" > "Wi-Fi" to check if other Wi-Fi networks can be found.

1. Check if the signal can be detected

Use another mobile device / computer to test if the camera's 5GHz Wi-Fi signal can be found (no need to connect).

• If no device can find it: Update your camera firmware and the Insta360 app to the latest versions, then restart the camera and search again.

Please refer to: X Series: Check and Update Firmware Version

• If only a specific device cannot find it / you do not have access to another device for testing:
  1. Check if the device supports 5GHz 802.11 ac Wi-Fi. If not, please try connecting with a compliant device.
     • Android phones: Mid-to-high-end phones released after 2015 are required.
     • iPhone: iPhone 6s or later models are required. For details, please consult the manufacturer.
  2. Please update your camera firmware and the Insta360 app to the latest versions.
  3. Check the camera's country code. If it does not match your current location, change it accordingly.
     • Android phones: Open Insta360 app > tap "Me" to enter Settings > find "Set Camera Region" > check or modify the region.
     • iPhone: Go to phone "Settings" > "General" > "Language & Region" > check or modify the region.
  4. Restart the camera and search for Wi-Fi again.

Scenario 2: Your phone cannot find the camera's Wi-Fi, and the camera's Wi-Fi settings page shows an error, or the Wi-Fi status displays "Initializing"

If the page prompts any of the following error messages, please restart the camera and check if the Wi-Fi signal can be found normally.

• Wi-Fi malfunction: A Wi-Fi issue is detected. Restart your device. If the problem persists, contact Customer Support (Error code: -10003).
• Wi-Fi malfunction. Please contact after-sales support (-10003).
• Wi-Fi malfunction. Please restart the camera or restore factory settings.
• Wi-Fi status displays "Initializing...".

If the issue persists after restarting the camera, we recommend you apply for Insta360 Repair Service for professional diagnostics.

Scenario 3: Your phone can find the camera's Wi-Fi, but the Insta360 app shows an error when connecting, or there is no error message, or an unknown error occurs

Issue 1. The Insta360 app prompts "Unable to join network" (occurs only when connecting an iOS device to X5)

Please follow these steps:

1. Restart both the camera and the Insta360 app, then try connecting again.
2. Update the camera firmware to the latest version.

Please refer to: X Series: Check and Update Firmware Version (See the section: Via a computer using a USB cable)

If the issue persists, we recommend you apply for Insta360 Repair Service for professional diagnostics.

Issue 2. The Insta360 app displays error codes: 9,4 / 9,8 / 9,13 / -14178 / -14064 / 14061

Please follow these steps:

1. Restart the camera and reconnect to the camera's Wi-Fi.

Open the system settings page on your phone > tap "Wi-Fi" > select the camera's Wi-Fi network > tap "Forget This Network" or "Remove This Network" > reconnect to the camera's Wi-Fi > enter the password > open the Insta360 app to check if the connection is successful.

Please note: To check the camera's Wi-Fi password, swipe down from the top of the camera screen to enter the "Shortcut" menu > tap "Settings" (Gear icon ⚙) > "Wi-Fi Settings" > check the password.

1. Perform a factory reset

Please note: X2 does not currently support factory reset. If you are using an X2 camera, please skip this step.

Please refer to: X Series: Factory Reset

Issue 3. The Insta360 app displays error code 9,18

If this error ("9,18") occurs when connecting an iOS device to X5, it is recommended to update the Insta360 app to v2.1.0 or later and then try connecting again.

Issue 4. The Insta360 app displays error code -14177

Please follow these steps:

1. Restart both the phone and camera. Ensure the phone's Airplane Mode is disabled. Keep the phone and camera within 3.3ft (1m) of each other.
2. Update the camera firmware and Insta360 app to the latest version, then try connecting again.

Please refer to: X Series: Check and Update Firmware Version

Issue 5: The Insta360 app displays error code 9,15

Please follow these steps:

1. Restart both the phone and camera. Ensure the phone's Airplane Mode is disabled. Keep the phone and camera within 3.3ft (1m) of each other.
2. Update the camera firmware and Insta360 app to the latest version, then try connecting again.

Please refer to: X Series: Check and Update Firmware Version

1. Check and enable the corresponding permissions for the Insta360 app.
   • For iOS devices: In the phone system settings, enable mobile data (allow WLAN & cellular data) and local network permissions for the Insta360 app.
   • For Android devices: In the phone system settings, enable the Nearby devices (shown as "Local Network" on some models) permission and "Network access" (select "WLAN & mobile data") for the Insta360 app.

Issue 6. The Insta360 app shows no error or an unknown error occurs

Please follow these steps:

1. Basic troubleshooting
   • Perform a factory reset on the camera. Update the camera firmware and Insta360 app to the latest versions.
   • Keep the phone and camera within 3.3ft (1m) of each other. Avoid signal interference sources like microwaves and routers.
   • Try connecting again in a different location.

Please note:

• Please back up media on your camera before performing a factory reset.
• X2 does not currently support factory reset. If you are using an X2 camera, skip this step.

1. Check permissions and system settings

• Android phones: Ensure the GPS and Bluetooth permissions are enabled for the Insta360 app. Disable features like "WLAN+" or "Auto Switch Wi-Fi" (if available on your phone).
• iPhone: Ensure the GPS and Bluetooth permissions are enabled for the Insta360 app. Go to "Settings" > "Insta360", and turn on "Local Network". In "WLAN", delete the camera's Wi-Fi network record and reconnect manually.

3. Cross-testing

Try connecting the camera with another phone to determine if the issue is caused by incompatibility of your current phone.

Issue 7. Your phone can successfully connect to X3's Wi-Fi, but X3 cannot connect to the Insta360 app (Error code 5 for iPhone or Error code 14173 for Android phones)

It is recommended to update your Insta360 X3 camera firmware to v1.0.106 or later. After the update is completed, restart the camera and try connecting again.

Please refer to: X Series: Check and Update Firmware Version

If none of the above solutions resolves your issue, please contact Insta360 Customer Support for assistance.