NO 360 Video on 360 lens

Hi,

I have two cameras body ONE R and ONE RS, I have problem with both,  Wennconnectedwith 360lensThere is no 360 view as before, is it hardware or software problem ?INSTA360 studio see this video as onattachedpictures. I can't go in or out view, there is no way to move with view up, down or to theside. Please let me know what can I do to enjoy my 360 camera lens again?