Self-Troubleshooting Manual for 360 Camera Screen Damage & Display Malfunctions – AKASO Support Customer Portal

If you encounter screen damage or abnormal display issues while operating your 360 camera, we have developed exclusive standardized self-inspection procedures to help you independently, rapidly and accurately identify fault scenarios and resolve equipment malfunctions efficiently.

You may follow the step-by-step instructions in this document to inspect your device status and usage history tier by tier. No professional operations are required to complete fault classification. For inquiries about after-sales service eligibility, warranty coverage and charging fees, please contact our official after-sales team directly. We uphold a customer-first service commitment, dedicated to resolving all product issues for every user and elevating your overall user experience.

Important Reminder: Please follow the troubleshooting steps in strict sequential order without skipping or omitting any procedures. This enables precise fault localization and provides accurate supporting materials for subsequent after-sales processing.

1. Fault Information & Scenario Verification

Complete the following basic self-inspection and record relevant information to finish initial fault classification:

Take clear photos or videos of damaged or abnormal screen areas to fully document the faulty state of your 360 camera;
Confirm the timing of fault occurrence: verify whether screen damage or display abnormalities exist upon unboxing a brand-new unit, or emerge after a period of regular use;
If the fault appears post-usage, review your device usage history: check if the camera sustained external physical damage such as drops, impacts, compression, screen abrasion, scratches or friction during operation;
Save your product order number and the full camera SN code in advance for after-sales verification and service processing.

After finishing basic self-inspection, proceed to advanced troubleshooting and solution review corresponding to the dedicated scenarios below.

2. Scenario-Based Self-Troubleshooting & Service Instructions

Scenario 1: Screen Damage / Abnormal Display on Brand-New Unboxed Camera (Factory Defect)

If self-inspection confirms your unused brand-new camera has cracked screens or display malfunctions right after unboxing, this counts as an initial defect arising from production or logistics. We offer exclusive product replacement services to fully safeguard your legitimate rights and interests.

To streamline the replacement process and help us optimize our production and logistics system to prevent recurring defects, please prepare the following materials for submission to our after-sales team:

Clear photos of the barcode / QR code sticker on the product outer package;
Clear photos of the SN sticker located inside the camera battery compartment.

Once all materials are ready, contact our official after-sales team and provide your shipping address. Our staff will verify your information and arrange delivery of a brand-new replacement unit. Thank you for your understanding and cooperation, which helps us continuously upgrade product quality and service standards.

Scenario 2: Manually Caused Physical Damage During Usage

If self-inspection verifies screen damage is caused by external human factors including drops, collisions, compression, friction or scratches during daily use, this shall be classified as user-induced physical damage.

We provide device replacement services for this scenario. For full details regarding warranty applicability, service terms and fee policies, please reach out to our official after-sales team for comprehensive consultation.

Scenario 3: Screen Damage & Device Malfunctions Caused by Official Brand Accessories

If self-inspection confirms screen damage and device abnormalities occur while using official brand accessories, we attach high priority to such issues and will conduct thorough root-cause analysis to resolve your problems.

To accurately identify the link between accessories and faults and match you with eligible after-sales support, please compile the following materials in advance for review by our after-sales team:

Full name of the faulty brand accessory and its corresponding purchase link;
Clear photos showing the current condition of the damaged accessory;
Photos or videos recording how the accessory connects to the camera and the complete usage process to restore the real application scenario.

These materials allow us to quickly trace the source of the fault and allocate targeted after-sales solutions for you. We appreciate your support and collaboration.

3. General After-Sales Contact Guidelines

After completing all self-inspection steps, you may contact our official after-sales support anytime regardless of fault type. You can consult full policies covering free service eligibility, official charging standards, replacement and repair workflows via email: cs@akasotech.com.

We adhere to a user-centric service philosophy. We will carefully verify and properly handle all types of product faults, making every effort to eliminate operational troubles for every customer.

We sincerely apologize for any inconvenience brought by this equipment malfunction. We will keep optimizing product quality and the after-sales service system to deliver superior products and service experiences to all users!