Self-Troubleshooting Manual for Unresponsive Touchscreen of 360 Camera – AKASO Support Customer Portal

If you encounter unresponsive touchscreen or abnormal screen operation issues during the use of your 360 camera, we have compiled a standardized self-troubleshooting guide for touchscreen faults to help you independently, quickly and accurately locate the root cause and resolve equipment malfunctions efficiently.

You may follow the step-by-step instructions in this manual to conduct tiered self-inspection, operational verification and review your device usage history. No professional skills are required to identify the fault scenario. For inquiries regarding warranty eligibility, service plans and charging fees, please contact our official after-sales team for confirmation. Adhering to a user-centric service philosophy, we devote ourselves to resolving all equipment faults and continuously improving your product experience.

Warm Reminder: Complete troubleshooting steps in sequence without skipping any operation. This allows accurate identification of fault sources and facilitates fast follow-up communication with official after-sales support.

1. Pre-Operations & Information Verification

When touchscreen failure or no touch response occurs, complete the following basic self-inspection first and organize relevant information to prepare for scenario judgment and after-sales communication.

1.1 Basic Reset Recovery Operation

Perform device reset troubleshooting: Remove the camera battery and SD card. Connect the camera to power directly via a USB cable paired with a 5V 2.4A charger, then restart the camera and check whether the touchscreen function recovers.
If your camera has previously been connected to mobile Wi-Fi and the matching APP, reconnect the device Wi-Fi and verify if the APP can normally receive camera preview streams, which helps judge the overall operating status of the camera.

1.2 Fault Information Self-Check

Check and record the following key information independently to complete preliminary fault classification:

Take clear photos or videos of the unresponsive touchscreen and abnormal screen areas to fully record the faulty state;
Confirm the time of fault occurrence: distinguish whether touch abnormalities exist upon unboxing a brand-new camera, or emerge after a period of use;
If the fault appears post-usage, review your device history: check for recent physical damage such as drops, collisions and scratches; any water-adjacent usage including underwater shooting or use in rainy/snowy conditions; and any recent firmware upgrade operations;
Prepare and save your product order number and the full camera SN code in advance for after-sales verification.

2. Scenario-Based Self-Troubleshooting & Service Instructions

Scenario 1: Touchscreen Failure on Brand-New Unboxed Camera (Initial Factory Defect)

If the touchscreen remains non-functional after basic reset operations, and the brand-new camera shows touch abnormalities right after unboxing with no signs of human-induced damage, this shall be deemed an initial factory defect.

Such issues are most commonly caused by hardware abnormalities from production. You may contact our official after-sales team to inquire about mail-in inspection and product replacement service policies and procedures. We will properly handle your case to remedy your unsatisfactory user experience.

Scenario 2: Post-Usage Abnormality with Exposure to Water-Adjacent Environments

If touchscreen failure occurs after a period of use, and self-inspection confirms the camera has been soaked underwater or used for long-duration outdoor shooting in rainy or snowy weather, the malfunction is likely triggered by internal hardware damage caused by dampness or water ingress.

Product Usage Note: This camera only features basic splash resistance, which allows brief use in light rain or snow. After exposure, the camera must be promptly stored inside its waterproof packaging. It is not designed for underwater shooting or prolonged use in heavy rain.

For full details about warranty coverage, repair services and relevant policies under this scenario, please contact our official after-sales team for consultation.

Scenario 3: Post-Usage Abnormality with Man-Made Physical Damage

If touch failure occurs after regular use, and self-inspection confirms the camera has sustained physical damage including drops, collisions, extrusion, screen scratches or abrasion, the internal precision hardware will be damaged, directly leading to unresponsive touchscreen and functional anomalies.

360 cameras are precision mechanical devices. External physical damage will directly destroy core internal components and trigger malfunctions of touch, display and other functions. You may contact official after-sales support to learn full details of repair and replacement services as well as relevant policies for this case.

Scenario 4: Post-Usage Abnormality Following Recent Firmware Upgrade

If self-inspection confirms no water ingress or physical damage, and touchscreen failure appears right after a recent firmware upgrade, the fault is most likely caused by failed firmware flashing or corrupted firmware programs.

Check and record the current firmware version number of your camera, then contact our official after-sales team to obtain an exclusive official firmware upgrade package. Reflash the firmware to troubleshoot and fix the malfunction.

If the touchscreen issue persists after firmware re-upgrade, the device may have latent hardware defects. You may consult after-sales staff about mail-in inspection and replacement service policies, and we will make every effort to resolve your fault.

3. General Guidelines for After-Sales Communication

If you have completed all the above self-inspection and operations yet the touchscreen failure remains unresolved, feel free to contact our official after-sales team via email: cs@akasotech.com.

Please inform after-sales staff of all completed self-inspection steps (list all checked items in detail), current device status and full usage history. Our staff will verify the root cause of the fault and explain corresponding maintenance and replacement policies, together with detailed charging information (free service / paid service and specific fee standards).

We sincerely apologize for any inconvenience brought by this equipment malfunction. We are always committed to supplying high-quality products and services for every user, and will spare no effort to resolve all operational issues of your device!