If your footage won't import or doesn't preview correctly, don't worry. In most cases, the issue is related to the camera connection, your phone, or the microSD card—not the footage itself.

This guide walks you through the most common checks before contacting AKASO Support.

If Footage Can't Be Imported

Common symptoms

• • Footage doesn't appear in the app.
  • Import won't start.
  • Import stops halfway.
  • Import fails before it finishes.

Check These First

1. Make sure your camera is connected.

>> Confirm that the AKASO 360 App is connected to your camera.

2. Check your phone connection.

>> Turn on both Wi-Fi and Bluetooth, then reconnect through Device Connection in the AKASO 360 App.

3. Reduce wireless interference.

>> If you're in a busy Wi-Fi environment, move to a location with fewer nearby networks and try again.

4. Confirm your phone is compatible.

>> Make sure your device meets the AKASO 360 App system requirements.

5. Check your microSD card.

>> Your card should meet these requirements:

• • UHS-I V30 or UHS-I U3 (or higher)
  • exFAT file system
  • Up to 512GB capacity

6. Test the files on a computer.

>> Remove the microSD card and check whether the footage can be opened on a computer.

7. Try another microSD card if necessary.

>> If you suspect the card is damaged or incompatible, back up your files first, then reformat it as exFAT or test with another compatible U3/V30 card.

Before You Reformat

• • Back up your footage before formatting the card.
  • Don't remove the microSD card while files are being transferred.

In most cases, import issues are caused by the camera connection, wireless interference, phone compatibility, or the microSD card.

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If the Preview Looks Abnormal

Common symptoms

• • Preview is slow or laggy.
  • Black screen during preview.
  • Long loading times.
  • Visible stitching lines.
  • Blurry areas in the image.

Check These First

1. Make sure the camera stays connected.

>> Keep the AKASO 360 App connected throughout the preview process.

2. Move closer to the camera.

>> A stronger Wi-Fi connection helps improve preview performance. If necessary, move to an area with less wireless interference.

3. Check your phone's performance.

>> Older or lower-performance devices may struggle with previewing high-resolution 360 footage.

4. Check your microSD card speed.

>> A slow card can affect recording quality, which may later appear as laggy previews or abnormal footage.

5. Use AKASO software for stitching.

>> If you notice visible stitching lines, preview the footage in the AKASO 360 App or AKASO 360 Studio, where the footage is processed correctly.

6. Check for lens obstruction.

>> Make sure your fingers, straps, mounts, or other objects weren't blocking either lens while recording.

Preview Issues vs. Export Quality

A blurry preview doesn't always mean your exported video will look the same.

If your footage looks clear during preview but becomes blurry after export, see our guide:

What to Check First When Export Fails, Looks Low Quality, or Cannot Play

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Still Need Help?

If you've completed all the checks above and the problem continues, please contact AKASO Support and provide:

• • Your phone model
  • AKASO 360 App version
  • Camera firmware version
  • microSD card brand and capacity
  • A description of the issue (for example: import failed, black screen, visible stitching, or preview lag)

Providing this information will help our support team troubleshoot your issue more quickly.

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