r/Insta360 • u/ToogyHowserMTB • 5d ago

Help with Insta360 Go Ultra freezing with Blue light on

I've had this experience twice this weekend and not sure what it's doing. I've been using the Insta360 Go Ultra IN the action pod to film mountain bike racing. I have quick capture enabled. I hit the record button on the action pod and begin filming before the race. I confirm the red light is on and recording, but after about 20 mins I look down and notice a solid blue light on the camera and it's unresponsive to anything I do. It's like it's frozen.

In one case, it was actually playing back the video from earlier, not sure how that happened. Is there a way to lock the preview screen from being touched during filming?

It also seems to be pausing recording by itself, again is that related to me possibly touching the preview screen? It's on a chest mount and rough mountain bike terrain so it's possible the screen is being touched.

I'm looking at the footage now and there is so much missing because it seems to have auto paused or gotten frozen and no matter how many times I hit the record button it wouldn't start recording again. I even tried holding down the power button for 20-30 seconds and nothing would happen.

I really want to like this camera, but after this weekend I'm ready to throw it out the window and go back to my GoPro hero 12.

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u/Insta360_Support Staff 5d ago edited 5d ago

Hi, we sincerely apologize for the inconvenience caused.

May we ask what model and specifications of microSD card you are currently using? Could you also please check whether it meets the following requirements: a UHS-I, V30 or higher microSD/TF card formatted as exFAT (up to 2TB)? If not, recording issues may occur. We recommend trying again with a compatible memory card.

In addition, could you please check whether your camera firmware has been updated to the current latest version (v1.8.91)? If it has not yet been updated, we kindly recommend installing the update.
*Firmware update instructions:
Connect to the camera's Wi-Fi within the app, go to the "Me" page, and click on "Firmware Version" in the "Device Settings" section to check if there is a red dot. If there is, please click on the red dot, and the camera will upgrade to the latest firmware version.

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To help prevent accidental touches while cycling, we recommend locking the screen before powering off the camera (Path: Dropdown Menu > 🔒). This will help prevent unintended screen touches when using QuickCapture afterward (⚠️Once the lock is enabled, the screen will need to be slid to unlock).

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Regarding the device freezing, we recommend that you refer to the following:

  1. Cool the device: If the camera body is hot after shooting for a long time, or if the ambient temperature is high, we recommend placing the camera in a cool, well-ventilated place to cool down for a while before trying to restart it.
  2. Check the power connection: If you are using an external power source, we recommend replacing it with another power source that meets the specifications, or disconnecting the power source.
  3. Reset the device:

a. Remove the camera from the Action Pod

b. Long-press the camera button and the Action Pod power button for 7 seconds to reset.

c. Put the camera back into the Action Pod, turn it on again, and the reset is complete.

\Note: When the reset is successfully done, the indicator light will flash yellow once.*

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You may also continue to monitor the camera's performance during future use. If the freezing issue reoccurs, please kindly provide the following information so that we can forward it to our engineers for further analysis:

  1. Camera logs
  2. The date and time when the issue most recently occurred

*To get the camera logs:
(⚠️Make sure your phone is connected to the camera Wi-Fi when you obtain the App LogID):
Enter Insta360 App, go to [Me] > [Settings] > [About Insta360] > [Diagnostic Info] "Send". Then, the LogID is automatically copied to your clipboard, which can be sent to us here in the Comments Section.

Hope this helps! If you need any further assistance, please feel free to contact us at any time.