AKASO Go App Troubleshooting Guide

This guide covers common issues with the AKASO GO app, including connection failures, preview problems, playback errors, download issues, and crashes. Follow the steps below in order to resolve your problem.

1. App Cannot Connect / No Preview Screen

If your app fails to connect to the camera or the preview screen stays black, start with these checks.

1.1 Not Connected to the Correct Camera Wi-Fi

• Make sure your phone is connected to the camera’s own Wi-Fi network (not your home or mobile network).
• The Wi-Fi name usually starts with AKASO_xxxx or similar. Check your camera’s screen or manual for the exact SSID and password.
• If you cannot see or connect to the camera Wi-Fi at all, please refer to our “Camera Wi-Fi Issues” guide (separate article).

1.2 Connected to Wi-Fi but No Preview in App

If the Wi-Fi icon shows connected, but the app preview remains blank or frozen, try the following:

• Check app permissions – Ensure the app has been granted all required permissions:
  • Location (GPS) – required for Wi-Fi discovery on Android/iOS.
  • Storage – for saving photos/videos.
  • Local Network (iOS) – for device communication.
  • Go to your phone’s Settings → Apps → AKASO GO/DV → Permissions and enable them.

• Update the app – Make sure you are running the latest version from the official App Store or Google Play. Old versions may have compatibility issues.

• Turn off Cellular Data / Enable Airplane Mode – On some phones, cellular data interferes with the camera’s Wi-Fi.
  • Enable Airplane Mode, then manually turn Wi-Fi back on and reconnect to the camera. This forces the phone to use only the camera connection.

• Reinstall the app – Uninstall the app completely, restart your phone, then install the latest version again.

If the problem persists after reinstallation:

• Tap the “Feedback” button within the app (usually in Settings or Help section) to send debug logs to our App Development Team. They will analyse the issue and work on a fix.

2. Cannot Connect at All (Even After Basic Steps)

2.1 Camera Firmware Too Old

• Older camera firmware may not be compatible with the AKASO GO app.
• Solution: If you have an older camera model, try downloading the “Live DV” app instead (available on official stores). This legacy app supports earlier firmware versions.
• For newer cameras, always update the camera firmware to the latest version via our official website or SD card update method.

3. Preview / Playback / Download Abnormalities

3.1 Video Playback Issues (Files Play Fine on Camera, but Not in App)

• This usually happens when the video file is too large (e.g., 4K high-bitrate clips) or the phone’s processing power is insufficient.
• Try:
  • Download the file to your phone first, then play it with a third-party player (e.g., VLC).
  • Use a newer/higher-performance smartphone for a smooth preview.

3.2 Download Fails, or Progress Gets Stuck

• Check phone storage – Ensure you have enough free space (at least 500 MB for temporary files).
• Clear app cache – Go to phone Settings → Apps → AKASO GO/DV → Storage → Clear Cache (do not clear data unless reinstalling).
• Test with another phone – If downloads work on a different phone, the issue is likely with your original device (storage, OS, or network stack).
• Restart both the camera and phone, then retry.

3.3 App Crashes / Sudden Shutdown

• Full reinstall – Uninstall the app, restart your phone, and reinstall the latest version.
• Clear cache and close background apps – High-load background apps (games, streaming) can cause memory conflicts. Close them before using the camera app.
• If crashes continue:
  • Collect the following information and send it to our support team (cs@akasotech.com):
  • Phone model
  • Phone OS version (e.g., iOS 17.2, Android 13)
  • App version (found in app Settings → About)
  • Steps that trigger the crash
  • Our product team will investigate and provide a fix in future updates.

4. App Shows “SD Card Error” or “Format Failed”

• This issue is related to the SD card itself, not the app.
• Please refer to our dedicated “SD Card Reading Issues” guide, which covers:
  • Compatible SD card types (U3/V30 or higher recommended)
  • Proper formatting (FAT32/exFAT)
  • Card health checks and replacement suggestions

Still Need Help?

If none of the above resolves your issue, please contact AKASO Customer Support with:

• App version and camera model
• Phone make/model and OS version
• A clear description of the problem (and screenshots if possible)

We’re here to help you capture every moment! 📸

Contact methods:

• Email: cs@akasotech.com
• Submit a request: AKASO Support Portal