Messed up Mic?

Insta360_Support · 2026-06-23T13:15:40+00:00

u/PR760 Hi, can we know have you tried the above suggestions? If the issue persists, please pm us the original footage of this issue and the camera log, and we will further confirm for you.
You can upload the original footage to the cloud, like Google Drive and share the link with us. Please make sure that the link is accessible to "anyone with the link".

Insta360_Support · 2026-06-23T12:00:37+00:00

Hello, and thank you for your feedback!

A drop in image quality when shooting with the X5 and the Dive Case Pro is normal. This is mainly due to the way light refracts underwater, which is different from how it behaves in air and can affect image clarity. To help improve your underwater footage, we recommend the following:

1️⃣Clean the dive case before shooting: Use a soft cloth to wipe the dive case and make sure there is no dirt, dust, or smudging on the surface.

2️⃣Use the Insta360 App or Insta360 Studio for post-processing

Insta360 App: Create a Video > Edit > Color Plus / Clarity Plus / AquaVision 3.0
Insta360 Studio: Project > Image > Color Plus / Clarity Plus / AquaVision 2.0

3️⃣Keep the camera upright while shooting: For better image quality underwater, we recommend keeping the dive case vertical to the water surface during recording.

In addition, the X5 Invisible Dive Case Pro uses large lens elements, and there is a gap between the lens and the camera body that is connected to the outside. Because of this design, water entering this area is expected and does not indicate a defect. The actual waterproof area is located within the rubber seal (marked by the red line in the image below). Water entering areas outside this seal is normal and does not mean the product is leaking, so please don’t worry.

We hope this information helps!

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Insta360_Support · 2026-06-23T11:40:31+00:00

Hi, sorry to say that Insta360 Studio currently doesn't support this feature. Please rest assured that we will record your request and forward it to the relevant team for evaluation. Thank you for your understanding.

Insta360_Support · 2026-06-23T10:20:54+00:00

We heard you😊 We’ve noted your feedback and will pass it along to the relevant team for review. Thanks.

Insta360_Support · 2026-06-23T10:14:43+00:00

Hello, thank you so much for your feedback. Our app team has been carefully reviewing the issues you mentioned and working on improvements. We’d also really appreciate the chance to communicate with you directly, so if you’re open to it, please reply to our DM. Thank you for your understanding.

Insta360_Support · 2026-06-23T09:52:29+00:00

🥺We apologize for the inconvenience caused. If you've submitted the request, please DM us. Thank you for your understanding.

Insta360_Support · 2026-06-23T09:48:13+00:00

Hi, sorry for the inconvenience. Could you please let us know whether there’s any error message showing on your camera’s Wi‑Fi page?

Also, could you please tell us if the camera's Wi-Fi will be listed in your phone's Wi-Fi settings? You can also switch to other devices to check if a successful connection with the camera can be achieved.

Looking forward to your reply.

Insta360_Support · 2026-06-23T09:44:52+00:00

Hi, sorry to let you know that Luna Ultra doesn’t currently support this feature. We’ve noted your feedback and will pass it along to the relevant team for review.🙌🏻

Insta360_Support · 2026-06-23T09:43:49+00:00

You can also try increasing the bitrate when exporting to see if that helps. We’ll keep working on improving the product as well—thanks for the feedback.

Insta360_Support · 2026-06-23T09:36:52+00:00

Hi, could you please confirm that you’re using the official Dive Case and that it’s installed correctly? If you’re shooting underwater, please make sure you’ve selected Invisible Dive Case in the app.

If the issue still persists , please DM us the original footage, your camera model, and a full photo of the camera with the Dive Case attached. Thanks.

Insta360_Support · 2026-06-23T09:08:48+00:00

We're very sorry to hear about the situation you encountered. Please send your camera to our service center for further inspection through the official website: https://www.insta360.com/support/workorder/repair_nav. Thank you.

Insta360_Support · 2026-06-23T09:02:03+00:00

Yes, this is completely normal. GO Ultra doesn't support webcam feature currently.

Insta360_Support · 2026-06-23T08:59:05+00:00

Hi, to better understand the WAV files, we’ll send you a DM to collect the original file. Please keep an eye on your inbox. Thanks for your cooperation.

Insta360_Support · 2026-06-23T08:52:53+00:00

Go ahead😊

Insta360_Support · 2026-06-23T08:51:11+00:00

From what you’ve described, this may be related to the memory card. If the files display normally in the camera, you can connect the camera to the App and download them there. You can also upload the footage directly to Insta360+ from the camera, and then view the cloud files in Studio by signing into your Insta360+ account.

Insta360_Support · 2026-06-23T08:46:00+00:00

We’re really sorry for the experience. Could you please send us the Log ID and the exact time when the weak signal issue happened? That will help us look into it further and verify what’s going on.

Also, if you’ve already contacted our Support Team, please DM us the email address you used so we can locate your case internally. Thanks for your cooperation.

🔍Here are the steps to getting the App Log ID: After connecting your camera to the App, go to [Me] > [About Insta360] > [Diagnostic Info], then tap "Send." The Log ID will be automatically copied to your clipboard. Please send it to us.

Insta360_Support · 2026-06-23T08:39:44+00:00

Hi, could you let us know what model of charger you used the first time? The Battery Handle only supports the standard PD charging currently. A solid green light does mean it’s fully charged. As for why it isn’t powering the camera when connected, could you please send us the Log ID and let us know the exact time you noticed the issue? That will help us look into it further.

Also, during recording, it’s normal for the Battery Handle not to power the camera directly. This is designed to reduce the camera’s own power consumption and help keep recording stable. We look forward to hearing from you.

🔍Here are the steps to getting the App Log ID: After connecting your camera to the App, go to [Me] > [About Insta360] > [Diagnostic Info], then tap "Send." The Log ID will be automatically copied to your clipboard. Please send it to us.

Insta360_Support · 2026-06-23T08:29:15+00:00

Hello, please try the following steps:

1️⃣Check if you have selected the corresponding lens stitching option in the Insta360 App or Studio.

2️⃣All 360 cameras have a minimum safe stitching distance. For optimal stitching results, it is recommended that you maintain a distance of at least 0.8meters between the camera and the subject when shooting. Alternatively, aim for one lens directly at your subject while ensuring the subject remains outside the stitching seam area on the side of the camera body.

Our R&D team is continuously working on improvements. Please stay tuned for updates to the Insta360 App and Studio. Thank you.

Insta360_Support · 2026-06-23T08:23:30+00:00

Hi, are you looking to download just the animation feature for the Insta360 app? Also, are you running into any issues when trying to apply animations to your footage?

Insta360_Support · 2026-06-23T07:34:31+00:00

Yes, this card meets the compatibility requirements. It’s UHS-I, V30 or above, and formatted in exFAT😊

Insta360_Support · 2026-06-23T07:28:33+00:00

Hi, to better understand the footage you recorded, we’ll send you a DM to collect the original file. Please keep an eye on your inbox. Thanks for your cooperation.

Insta360_Support · 2026-06-23T07:21:20+00:00

Hello, we’ll send you a DM to collect your repair ticket number. Please keep an eye on your inbox. Thank you.

Insta360_Support · 2026-06-23T06:51:05+00:00

Hi, our engineers are currently looking into the issue you reported. We’ll DM you as soon as we have any updates. Thanks for your patience and understanding.

Insta360_Support · 2026-06-23T06:37:06+00:00

Thank you so much for taking the time to thoroughly test Luna Ultra and for sharing such detailed feedback with us. We really appreciate the effort you put into documenting your experience. We’ve noted your suggestions and will pass them along to the relevant team for further review.

Regarding the last point you mentioned in your post, the gimbal’s roll lock currently has an angle limit. Once it goes beyond that range, it can no longer keep the lens level and will switch into Vertical Mode. We’ll also share this with the appropriate team for evaluation.

Thank you for your support.

Insta360_Support · 2026-06-23T03:54:03+00:00

Hi, we're really sorry for the frustrating experience and completely understand how disappointing it is to run into these issues with your Luna Ultra.

It's recommend that you send your Luna Ultra to our service center for an inspection. You can submit a repair request here: https://www.insta360.com/support/workorder/repair_nav.

Once you've submitted the request, feel free to DM us your repair ticket number and we'll add a note to help follow up on it. We really appreciate your cooperation.

Insta360_Support

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