If your camera screen is not working, this guide will help you identify the problem and understand your support options. Please find the situation that matches yours below.
📱 Physical Screen Damage (Scratches, Cracks, or Breakage)
Physical damage refers to visible scratches, cracks, or shattered glass on the screen.
| Situation | What to Do |
|---|---|
| Damage noticed upon first unboxing (DOA) | Contact support immediately with clear photos of the screen. We will review and assist. |
| Damage caused by drops, impacts, or pressure during use | This is not covered under warranty. No replacement or repair will be offered for this type of damage. |
🖥️ Display Abnormalities (Blank, White, Black, or Flickering Screen)
If your screen shows no image, is completely white/black, or flickers, follow these steps:
Step 1 – Perform a Power Reset
- Remove the battery and SD card from the camera.
- Connect the camera to a power source using a USB cable (without battery).
- Try to power on the camera.
If the screen returns to normal after this reset, the issue was likely a temporary freeze. We recommend:
- Re-insert the battery and SD card.
- Go to Settings > System > Reset Camera to clear any software glitches.
- Resume normal use.
If the screen is still abnormal after the reset, proceed to Step 2.
Step 2 – Determine When the Issue Started
- Was this problem present from the very first use? → If yes, the camera may have a factory defect. Please contact support (see below) for warranty evaluation.
- Did the screen work normally before and only recently developed the problem? → Then it’s important to check recent usage history.
Step 3 – Review Recent Usage History
Please consider the following questions:
| Question | If “Yes” – What It Means |
|---|---|
| Has the camera been used in or near water (e.g., underwater, rain, snow)? | Water damage is not covered under warranty. |
| Has the camera been dropped, bumped, or subjected to strong impact? | Physical impact damage is not covered under warranty. |
| Have you recently updated the camera’s firmware? | Firmware-related issues may be fixable. Please contact support with your camera model, current firmware version, and SN code – we will provide instructions to reflash the firmware. |
If none of the above apply (no water, no physical shock, no firmware update), the issue is likely a manufacturing defect and will be covered under warranty – we will arrange a replacement.
📞 How to Contact AKASO Support
Before reaching out, please prepare the following information:
- Order number or proof of purchase
- Camera model
- SN code (located on the camera or battery compartment)
- Clear photos of the screen abnormality (if possible)
- Brief description of when the issue started and any troubleshooting steps you’ve already taken
Contact methods:
- Email: cs@akasotech.com
- Submit a request: AKASO Support Portal
⚠️ Note: Our warranty covers manufacturing defects under normal use. Physical damage, liquid damage, and damage from unauthorized modifications or repairs are not covered.
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