My camera won’t rotate left or right--Has been resolved by contacting online support

General
1

It will go up and down only.
If you turn the camera around in your hands, there seems to be a loose piece inside

Help?

2

Good day,

Please verify the following:

  1. SD Cards: Do you use an SD card? If so, it’s worth checking the storage within the card. Sometimes, the SD card may fail to rewrite automatically, causing the camera to freeze and disrupt its normal functions.If the issue seems to be with the SD card, please press (format SD) within the device settings on the app before manually turning the camera off and on using the physical device.
  2. Tripod Head: Depending on how long you’ve had the tripod, normal wear and tear or a faulty device could be the cause. The tripod head controls the camera’s movements, and it’s possible for a part of it to break. This can happen if the camera is moved manually, rather than using the app as intended.

Hope this helps,
S.S

1 Like
3

Yes, I use an SD card.
Yes, it records correctly.
I don’t understand what you mean by tripod, but the camera has been mounted and in use for less than 10 days.

Regards,
David Alkalay

4

Hi David,

Thanks for confirming. Based on what you’ve shared, here are a few possibilities and solutions to consider:

  1. Pan Motor Obstruction or Defect (This is the tripod mentioned earlier)
    If your camera can tilt (move up and down) but not pan (left to right), the pan motor might be:
    a. Blocked or stuck check for any dust, debris or tight cable tension that may be preventing full motion.
    b. Faulty out of the box since you mentioned it’s under 10 days old, it might be a manufacturing defec. If so, I’d recommend contacting Aosu support directly for a warranty replacement.

  2. Manual Adjustment During Installation
    If the camera was manually moved or twisted by hand after mounting, it might have damaged or disengaged the internal motor. Aosu PTZ cameras are designed to move through the app not by physically rotating the lens housing. If this happened, it’s likely a hardware issue and again, support may be your best bet. Although this shouldn’t have damaged the hardware so easily

  3. Firmware Glitch or Calibration Error
    Try this reset procedure:
    Go into the Aosu app and format the SD card (this clears temporary control files).
    Reboot the camera manually from the power source.
    Re-add it to your app if needed and test the motion controls again.

  4. Mounting Surface Tension
    If the camera is too tightly mounted or angled awkwardly, it may restrict movement in one direction. Try repositioning the camera slightly if the place it was installed is limiting

Let me know if the issue persists after trying the above, happy to help troubleshoot further.

All the best,
S.S

1 Like
5

Mine did the same thing, i used the app to contact Aosu, i received a reply quickly, we did trouble shooting it was not repairable, there sending me a new camera in 5 days told me to disregard the broken one. There customer service is just amazing. One thing i will tell ya before you toss the broken one in the garbage, take the sd card out or you will be going in after it.

1 Like
6

Thank you, I was provided with similar high level customer support and the camera was replaced.
I didn’t forget the SD card, but that’s good advice.

1 Like
7

It is probably broken. It is better to contact Aosu support for a replacement.

8

In this case you can contact online support on the aosu app, glad your problem was solved~!