SportDiver Troubleshooting & Technical Updates

Still having issues or problems?  Contact us for support and make sure to include the following information:

  • Phone model (exact model description i.e. iPhone 11 Pro Max)
  • iOS version installed on your phone (you should be running the latest version of the iOS app)
  • SportDiver App version (you should be running the latest, go to app store and check for updates)
  • Detailed description of the issue you are experiencing (please share as much detail as possible)

Please contact us at sealife-cameras.com/contact

SportDiver Underwater Housing

(See below for App troubleshooting)

1. Important Product Information

Make sure you and the SportDiver housing are completely dry when releasing the vacuum pressure and opening the waterproof door. Releasing the pressure with a wet finger will result in water drops getting forcefully pulled into the housing and internal electronics. Not following these important instructions may cause the leak alarm to activate and damage the electronics.

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2. Leak Alarm activates as soon as housing is powered on

The gold-plated wet sensor is located on the inside bottom right of the SportDiver housing. The leak alarm will activate if anything conductive touches the wet sensor – your finger, water drop(s), dirt/debris, etc. If the alarm activates every time you power on the housing, some water drops may have entered the internal electronics behind the wet sensor, or the sensor has become damaged. Try these troubleshooting tips:

Power off the housing. Use a cotton cloth to clean and dry the wet sensor. If leak alarm still activates when powering on the housing, use a thin strip of tissue paper to absorb water droplets trapped behind the wet sensor, particularly on the back right of the wet sensor near the lead cable.

If the leak alarm still activates every time you power on the housing, some water drops may have deposited on the internal electronics. See above Important Product Alert. In this case, insert a new Moisture Muncher desiccant capsule inside the housing and keep the rear housing door sealed for one or two days. For faster drying, use a hair dryer on low heat / low fan speed. Direct the warm air towards the wet sensor for about 5 minutes. Be careful not to overheat the housing.

A common cause for this issue is 1 or 2 water drops entering the housing when opening the housing after your dive.  The water drop(s) are not easily seen and may work its way onto and behind the gold-plated wet sensor.  Make sure that you and the housing are dry before opening the housing.  Opening the housing upside down over a soft surface or towel will also help to prevent water drops from entering the housing. 

Above photo shows two water drops that entered after opening the housing.

 

Opening the housing upside-down will prevent water drops from entering the housing.

 

If the above information does not fix the issue, please contact the SeaLife Service Center in your country. For a list of dealers/distributors that can offer repair service, please visit the SeaLife website at www.sealife-cameras.com/dealer-locator/

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3. How to fit larger phones, like iPhone 12 Pro Max, into the SportDiver housing

Replace the pre-installed medium-sized rubber grip tabs with the small-sized grip tabs.  The small grip tabs are in the white envelope included with the SportDiver. See page 14 of the manual for details.

     

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4. Cannot open the housing

The internal vacuum pressure must be released before the housing can be opened.  Unscrew the vacuum check valve cap.  Use your fingertip to move the rubber yellow 1-way valve sideways to release the pressure.  Do not push down the valve as that will not release the pressure.  You may also use some unsharp object, like a pen cap, to move the valve sideways.  Never use sharp object near the rubber 1-way valve.

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5. Attaching wrist strap to the underwater housing

The housing wrist strap included with the SportDiver UW camera attaches to the housing as shown below. Attached the looped end of nylon cord through the housing strap connector (A). The clip (B) is used for attaching the camera to your BCD (buoyancy Control Device) D-ring. Adjust the sliding lock (C) to tighten around your wrist.

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6. Fogging inside the housing lens

Humid air or water drops trapped inside the underwater housing may condense on the cooler glass lens port and cause fogging. Here is the best way to prevent fogging:

  1. Do not allow any water drops to enter the inside of the housing. Even one water drop can evaporate and condense (fog) on the lens port.
  2. The phone must be completely dry before inserting it into the UW housing.
  3. Load the phone and housing in a dry environment, like an air-conditioned room. This will help to avoid trapping humid air inside.
  4. Avoid letting the housing get hot or sit in direct sunlight for pro-longed periods of time.
  5. Avoid opening the housing in a humid environment. If you need to charge the phone between dives, make sure you and the phone are dry before opening the housing.
  6. Use a fresh Moisture Muncher desiccant capsule (item # SL911) inside the housing.

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7. Glare showing up in photo

Glare in the upper left corner may occur when a bright light or sunlight is behind you and there is an air gap above the phone. Light is passing through the air gap and reflecting of the inside of the glass lens port. To eliminate the gap [and glare], select the appropriate rubber grip tabs along the bottom and side. For example, the iPhone 11 Pro fits well inside the SportDiver housing using medium size grip tabs, but that creates a gap above the phone. Using large grip tabs along the bottom and small grip tabs along the left side eliminates the gap. See iPhone 11 Pro before and after pictures below.

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8. Siri launches when putting iPhone into the housing

The volume button is being pressed accidentally. Move the rubber grip tabs around so they do not touch the iPhone buttons. Refer to page 14 of the manual.

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9. Leak alarm activates when inserting the phone into the housing

Your finger is conductive like water, so touching the water sensor will activate the alarm. Avoid touching the water sensor. If the alarm goes off by accident, power the housing off and on again. Refer to page 21 of the manual.

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10. The 3.5-minute Leak Analysis not working – keeps displaying “Prepare Housing….” message

After preparing the housing and applying vacuum pressure, the app keeps displaying Please Prepare Housing message and status LED continuously flashes red, yellow and green. This issue is most likely caused by exceeding the SportDiver’s high altitude pressure limit. The SportDiver housing vacuum pressure check (leak analysis) works up to altitude of 6500 ft / 1980m (11.6 psia). At higher altitude, the SportDiver Leak Analysis will malfunction and LED status indicator will show red/green/yellow error code.

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11. Cannot release vacuum pressure with my finger or a pen

Move the rubber tip sideways to release internal vacuum pressure.  Pushing the yellow 1-way valve down will not release pressure.

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12. Housing frequently fails the 3.5-minute Leak Analysis

Please read the following information if you experience the housing frequently failing the pre-dive leak analysis. 

First some important information to know: The purpose of the Leak Analysis is to check if the housing maintains an airtight seal before diving.  After sealing the housing and applying the vacuum pump pressure, the housing monitors the internal air pressure for any changes.  If the housing loses internal air pressure the phone will display “Leak Detected” or “Keep Pumping”, depending on the amount of pressure change.  If the housing maintains air pressure, the leak analysis will be successfully completed, and the housing is ready for diving.  

There are two factors that would cause the leak analysis to fail.  One is a damaged O-ring that allows vacuum pressure to escape, which is rare but can happen.  Double-check the O-rings for damages and replace if necessary.

The other factor is changing air temperature, which is common if the housing is taken from a cool to a warm environment, like from an air-conditioned room to the tropical warm outdoors.  If the housing is warming up during the leak analysis, the housing’s internal air expands causing vacuum pressure to drop and the leak analysis to fail.  This type of failure can be easily avoided by allowing the cool housing to adjust to the warmer ambient temperature before starting the leak analysis. 

Inserting a hot phone into the housing before performing the leak analysis will also cause thermal expansion inside the sealed housing and vacuum pressure drop.  A freshly charged phone may be hot.  Also, unused apps running in the background will draw battery power and generate heat.  Force off all apps running in the background, except for the SportDiver app. Also, allow a hot phone to cool down before starting the leak analysis.

If after applying the above information and the housing is still failing the leak analysis, make sure the “Leak Detected” message is not saying “Water has entered the housing….”.  If you see that message, it means water has contacted the wet sensor inside the housing, and the Leak Detected message us unrelated to the 3.5-minute Leak Analysis. Please see section 2 above for more information about that.

If the above information does not fix the issue, please contact the SeaLife Service Center in your country for assistance. For a list of dealers/distributors that can offer repair service, please visit the SeaLife website at www.sealife-cameras.com/dealer-locator/

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SportDiver App

(See above for underwater housing troubleshooting)

13. App crashes or hangs-up with iOS 15.2 (iPhone only)

The SportDiver app may crash or hang-up after installing iOS 15.2. To fix this issue, please update the SportDiver app to version V2.1 (App Store calls it 2.0.1). It is advised to delete the SportDiver app before downloading the new app version. You may need to reboot your iPhone (power off and on) in the unlikely event the app crashes after updating. Make sure to accept all the app permissions or else the app will not work properly.

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14. Zoom function not working in Photo mode with iPhone SE or Xr, but works in video mode

We are aware of this issue and working on solution to allow zoom function with iPhone SE (2nd generation) and iPhone Xr. We will release an app update as soon as solution is found. Thank you for your patience.

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15. “Keep pumping” or “Leak Detected” message appears during 3.5-minute leak analysis

The most likely cause for “Keep Pumping” message is heat build-up inside the sealed housing. After reaching the “Good” vacuum pressure and 3.5-minute leak analysis starts, and heat build-up will increase air pressure, reducing vacuum pressure. To prevent heat build-up, allow the housing to adjust to the ambient temperature before starting the leak analysis. In other words, taking a cool housing [from air-conditioned room] to a warm tropical climate will cause heat expansion inside the sealed housing, which can be avoided by allowing the housing temperature to adjust to near ambient temperature. Also avoid exposing the housing to direct sunlight.

If the “Keep Pumping” message still appears, try giving an extra ½ to 1/3 pump after reach the “GOOD” target vacuum pressure. The pressure gauge should remain in the “GOOD” range. This little extra vacuum pressure should help to offset any heat expansion, particularly in hot tropical climates. 

If the above information does not fix the issue, please contact the SeaLife Service Center in your country. For a list of dealers/distributors that can offer repair service, please visit the SeaLife website at www.sealife-cameras.com/dealer-locator/

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16. iPhone “Back Tap” feature activates while underwater

Back tap is a new feature with iOS 14 that performs select tasks when tapping the back of the phone 2 or 3 times. Back Tap should be turned Off when the phone is inside the housing because it may accidently perform the task and close the SportDiver app if the housing gets bumped or knocked.

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17. Cannot play.MOV videos on Windows computer

We recommend using the VLC Media Player, which is a free download at https://www.videolan.org/vlc/index.html

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18. Button response is slow in the Lens Settings menu

The lens setting has a 1-second delay when changing lenses. That is necessary for stable app performance.

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19. Vacuum pressure check (Leak analysis) not working at high altitude

The SportDiver housing vacuum pressure check (leak analysis) works up to altitude of 6500 ft / 1980m (11.6 psia). At higher altitude, the SportDiver LED status indicator will show red/green/yellow error code. 

When diving at altitudes higher than 6500 ft, you will need to disable the leak alarm in the SportDiver app Settings Menu. Make sure you carefully set up the housing to avoid a leak – inspect, clean and lube O-rings, and properly seal the waterproof door. You also need to add two pumps of vacuum pressure after sealing the housing even though the leak alarm is disabled. The vacuum pressure helps the waterproof door to fully seat itself into the housing, creating a strong seal.

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20. On-screen icons overlapping

Icons on the right side will overlap as shown above when Display setting is set to “Zoomed” view. Go to your iPhone settings >>> Display & Brightness and change display setting to “Standard” view. 

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21. How to display on-screen exposure and settings

The SeaLife SportDiver app update V2.0 includes on-screen exposure & settings data feature, which can be enabled or disabled. To enable the on-screen exposure data feature, go to iPhone settings >>> scroll down and enter the SportDiver app settings. You will find the on/off toggle at the bottom. See below screenshot.

App settings screenshot

 

On-screen display of exposure and lens setting

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22. RAW+JPEG, zooming and some other settings are not accessible (grayed-out)

Some of the SportDiver settings are not accessible when other settings are enabled. For example, when RAW+JPEG is enabled, zooming function is disabled. The below charts shows all the combination of settings that are not available depending on other settings. These are systems limitations imposed by the Apple and Android.

iPhone:

Android:

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23. Photos and Videos Not Saved to the phone’s Photos or Gallery app

Check that SeaLife SportDiver app permissions are set correctly. The following screenshot shows the correct app permissions. Access to Photos must be set to “All Photos”. App permissions are located under phone Settings -> SportDiver [app].

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24. Notifications still appear when Do Not Disturb is turned on

Phone notifications may still appear if exceptions are allowed. For iPhone, notifications will still appear if Do Not Disturb “Silence” setting is set to “While iPhone is locked”. Select “Always” to prevent notifications from appearing when Do Not Disturb is On. Do Not Disturb setting is located under phone Settings -> Do Not Disturb. For Android, remove any Do Not Disturb Exceptions.

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26. Lens settings menu shows “Remove App and Re-install…”

We are aware of this Lens Setting issue, which is caused by using certain iPhone Language settings. When setting the iPhone language to Russian, Slovak or Danish, the lens settings menu shows “Remove App and Re-install” instead of the actual lens setting. The app currently supports English, Spanish, French, German, Italian and Dutch languages. If the iPhone is set to any non-supported language, the default app-menu language should be English. We are working on solution and expect to release app update soon. The Lens settings menu still functions – just the name of the lens is not correct. Below is a screenshot showing the correct lens setting options for iPhone 12 Pro.

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25. Cannot download RAW files from an iPhone to a computer

Here is some information from Apple on how to import photos.  https://support.apple.com/en-us/HT201302. For PC, use Windows Photo App.  For MAC, use Photos app import tool.

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26. Downloading photos from iPhone to MAC computer is only HEIC format, not JPEG

Using AirDrop photo transfer will result in HEIC format.  Make USB connection from iPhone to MAC to import photos in JPEG format. Here is more some information from Apple on how to import photos.  https://support.apple.com/en-us/HT201302.

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27. Up / Down button not responding when changing lenses in the Settings menu

The SportDiver iOS app (for iPhones) has a 1 second delay when changing the lens setting, which is necessary for stable app performance. 

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28. NEW Triple Lens Setting with SportDiver iOS app version V2.1

SportDiver iOS app version 2.1 was released on December 18, 2021.  The update includes an improved Triple lens setting, which applies to all iPhone models with 3 lenses, like the iPhone 11, 12 or 13 Pro.  Selecting Triple lens allows you to quickly change the lens when zooming up/down without digital zoom.  0.5x is Ultrawide, 1.0x is Wide (normal) and 2.0 is Telephoto lens. Note: In Triple lens mode, the 2.0x Telephoto lens will automatically switch to ultrawide when shooting macro (close-up).

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29. SportDiver iOS app Dual Lens Setting

The SportDiver iOS app has lens settings called Dual, which applies to iPhones with 2 or more lenses.  Select a Dual Lens when using the Portrait (Bokeh) setting.  Photos taken with Portrait setting enabled will allow you to edit the degree of background blur and add studio lighting effects.  Use the iPhone Photos app to Portrait photo edits.

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30. Videos not playing (iPhone only)

Recorded videos will not automatically start playing in Playback mode unless a photo has been taken and saved. When first downloading the SportDiver iOS app, you will notice a photo is automatically saved to Playback mode. The photo is the SportDiver start-up screen image – see below screenshot. If you delete the auto-saved image and record video without taking any photos, videos will not automatically start playing unless you take a photo.

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31. App crashes with Android 12 (Android only)

The SportDiver app update version V1.18 for Android was released to Google Play Store on December 27, 2021.  The app update fixes some bugs associated with Google’s recent release of Android 12. 

The SportDiver v1.18 app has all the same functions and features as the current Google Playstore version, plus the following improvements:

  • Fixes app crash issue associated Android 12
  • More Photo Resolution setting options
  • Added External Storage setting option
  • Improved zooming function
  • Improved ISO and Shutter Speed user interface
  • Maintains Manual Focus and White Balance setting values when changing modes
  • Change default Display Brightness from 100% to 80%. Can be manually changed back to 100%
  • Other minor user interface improvements

Visit the Google Play Store on your Android device to update the SportDiver app to the latest version.

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33. Manual White Balance setting with some Android phones shows green live view and black image capture (Android only)

The manual white balance setting is not supported by some Huawei and Redmi phone models.  The live view will appear green and result image capture will be black. See below screenshots. This is a limitation with those phone models and app update will not fix this issue. 

Photo is black
Live view is green

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