We sincerely apologize if you encounter screen glitches, black screens or other abnormal display issues while using your 360 camera. To help you independently, quickly and accurately locate the root cause of faults and resolve equipment problems efficiently, we have compiled this standardized self-troubleshooting guide for screen glitches and black screen failures.
You may follow the step-by-step instructions in this document to conduct self-operation verification and check device status as well as usage history tier by tier. No professional equipment or technical expertise is required to pinpoint the exact fault scenario. For inquiries about camera warranty coverage, repair and replacement service terms, and relevant fees, please feel free to contact our official after-sales team. Adhering to a user-centric service philosophy, we strive to properly resolve all product malfunctions for every user and deliver premium, worry-free service experience.
Self-Check Notice: Please complete all troubleshooting steps in strict order without skipping any procedures, so that the fault cause can be accurately identified and reliable supporting materials can be provided for subsequent after-sales processing.
1. Basic Self-Inspection: Pre-Operations & Information Verification
When your camera suffers from screen glitches, black screens or abnormal display, finish the following basic recovery operations first, sort out relevant information and complete initial fault classification:
1.1 Basic Reset Recovery Procedure
Carry out a device reset troubleshooting operation: Remove the internal battery and SD memory card of the camera. Connect the camera to power supply directly via a USB cable matched with a 5V 2.4A charger, then restart the camera and check whether the screen display returns to normal.
After the camera powers on, if you have previously connected the camera to mobile Wi-Fi and the supporting control APP, reconnect the device Wi-Fi and check if the APP can receive camera preview normally, which helps you judge the overall operating status of the camera.
1.2 Fault Information Self-Verification
Check and record the following key information to prepare for scenario-based troubleshooting and after-sales communication later:
- Take clear photos or videos to record the abnormal screen conditions including screen glitches and black screens, fully documenting the fault phenomenon;
- Confirm the timing of fault occurrence: Distinguish whether screen abnormalities appear right after unboxing a brand-new camera, or emerge after a period of normal use;
- If the fault occurs after usage, review your recent device usage history: Check if there are physical damages such as drops, collisions, abrasions and scratches; any water-adjacent usage scenarios including underwater shooting or use in rainy and snowy weather; and any recent firmware upgrade operations;
- Sort out and save your product order number and the full camera SN code in advance for after-sales verification and service processing.
2. Scenario-Based Self-Troubleshooting & Service Instructions
Scenario 1: Screen Glitch / Black Screen on Brand-New Unboxed Camera (Initial Factory Defect)
If abnormal screen issues persist after basic reset operations, and the brand-new camera malfunctions immediately after unboxing without any traces of human use or damage, this shall be confirmed as an initial factory defect.
Such faults are mostly caused by hardware abnormalities arising from production. You may contact our official after-sales team to inquire about service policies and processing procedures for mail-in inspection and product replacement compensation, and we will fully resolve your equipment failure properly.
Scenario 2: Post-Usage Abnormality with Exposure to Water-Adjacent Environments
If screen glitches or black screens occur after a period of use, and self-inspection confirms the camera has been used underwater, shot outdoors for long hours in rainy or snowy weather, or suffered dampness and water ingress, the abnormal display is most likely triggered by internal hardware damage caused by moisture or water intrusion.
Product Usage Specification: This camera only delivers basic splash resistance, supporting short-time use in light rain or snow. Stop recording and store the camera in its waterproof packaging promptly after exposure. It is not designed for underwater submersion or prolonged shooting in heavy rain.
Scenario 3: Post-Usage Abnormality with Man-Made Physical Damage
If screen abnormalities appear after regular use, and self-inspection verifies the camera has sustained physical damage including drops, collisions, extrusion, surface scratches and abrasion, the precise internal hardware structure will be impaired, directly resulting in screen glitches, black screens and display failure.
360 cameras are precision opto-mechatronic devices. External physical damage will directly interfere with the normal operation of core internal hardware, and abnormal screen display is one of the typical symptoms of hardware damage. You may contact our official after-sales team to consult relevant service policies for maintenance and after-sales guarantee under this scenario.
Scenario 4: Post-Usage Abnormality After Recent Firmware Upgrade
If self-inspection confirms no water ingress, dampness or physical damage, and screen glitches or black screens occur right after a recent firmware upgrade, the malfunction is generally induced by corrupted firmware programs resulting from interrupted or failed upgrade.
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 official firmware to troubleshoot and fix the fault.
If abnormal screen display cannot be eliminated after firmware re-upgrade, the device is highly likely to have latent hardware defects. You may consult after-sales staff about service policies for mail-in inspection and replacement, and we will do our utmost to resolve your usage troubles.
3. General Guidelines for After-Sales Communication
If you have completed all the above self-inspection and operations yet the screen glitch or black screen issue remains unresolved, please feel free to reach out to our official after-sales team via email: cs@akasotech.com.
Please inform after-sales staff of the complete self-inspection process (detailing all checked items), current device status and full usage history. Our staff will verify the root cause of the fault and explain corresponding maintenance and replacement policies as well as detailed charging terms (free service / paid service and specific fee standards).
We sincerely apologize for any inconvenience caused by this equipment malfunction. We are always committed to providing premium products and services for every user, and will spare no effort to solve all your device usage issues!
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