First thing to mention is if you're having issues with Mobile Upload then we recommend trying the Desktop Sync App. Once you have the OpenSpace desktop sync app downloaded and installed on your computer, you just need to plug the camera in and it will upload all of your captures automatically. If you're having issues with the Desktop Sync App please go through the troubleshooting steps below.
Troubleshooting the Desktop Sync App
Here are a list of things to try if you're having issues uploading your captures through the Desktop Sync App. Please proceed through the questions in order.
Are you using the correct cable and have you tried other cables?
Sometimes users will accidentally swap out the cable that came with the camera for a micro USB cable that does not transfer data. You'll want to make sure that you're using the cable that came with your camera.
If you are using the cable that came with the camera then you'll still want to try other micro usb cables in the case that the cable that came with in case your camera is defective.
Note: If you're using the Insta360 One X, you need to make sure the camera is turned on before plugging it into your computer.
Are there battery icons next to the USB ports on your computer?
USB ports with battery icons will not work with the Insta360 One X camera. The computer will not be able to read the memory card on the camera. This is a known issue with the One X.
Try plugging the camera into other ports on your computer if you have ones without the battery icon. The other thing that may work is plugging the cord into a USB port on a dock or dongle.
If your computer has no USB ports without the battery icon and you have no docks or dongles available to you then we recommend purchasing a USB-A female to USB-C male adapter (This is assuming that you have a USB-C port on your computer). Here are two dongles that we have tested that resolve this issue.
USB-A dongle
USB-A to USB-C adapter (Only purchase this if your computer has USB-C ports)
Is your computer recognizing the camera as a drive?
You can test if the camera is being recognized by opening your file explorer (manila folder icon) and looking at the drives on the left to see if the camera appears. If you do see the camera then check if you can access the files on the camera's SD card. If you are unable to access the files on the SD card then that means that the camera is not connecting to the computer properly and you should double check the last two steps in the guide. If you are able to access the files on the camera's SD card then move on to the next step.
Are you receiving an "Unable to sync right now" error message?
If you are receiving the following error message:
This is usually due to company restrictions on the network, so please have your IT team follow the steps below:
2. On Windows, set an “Environment Variable”
3. Adjust NODE_TLS_REJECT_UNAUTHORIZED to 0
Still having issues?
If you've gotten to this point in the guide then please reach out to us through the chat on the bottom right hand side of your screen. When users are still having issues at this point it generally means that either the computer has some IT security software in place blocking the uploading or that our developers need to check for possible bugs.
If you know that your companies IT software/settings have blocked apps in the past, please reach out to them as well to see if there's any settings they can change to enable to the app to work properly.
Tl;Dr; Ask the IT department to whitelist the 'OpenSpace Sync' app on their machines so that it can send data to the https://*.openspace.ai using standard port 443.
OpenSpace Sync requires access only to https://openspace.ai using standard https port 443. This is the exact same address/port that you use to access our website from a browser. Some possible reasons Sync isn’t accessible is:
1. The machine running Sync has some anti-malware that is not allowing Sync to make network calls.
2. Site router is filtering traffic based on user-agent or somesuch.
3. Site router is filtering all traffic to 'https://www.openspace.ai'. This would mean it's also not possible to access the OpenSpace homepage from a browser.
If you have any additional questions please reach out to the OpenSpace support team at support@openspace.ai