Digital SLR Image Disappearance
May 20, 2005 Canon U.S.A.
We have received inquiries about the problem of images disappearing when using specific digital SLR cameras. As a result of our investigation, we found that the following two problems may occur. Please be advised of the details and countermeasures.
1. Disappearance of images within the camera's buffer memory
Affected Products: EOS-1Ds Mark II, EOS-1D Mark II
Problem: Pressing the [DISPLAY] button immediately after shooting with the camera set to "RAW+JPEG (high image quality)" causes the LCD monitor to become entirely white and the camera to lock up, losing all the images in the buffer. This problem is caused by the firmware for these models and sometimes occurs regardless of the recording media used.
Countermeasure: We are now making arrangements to release new camera firmware incorporating the correction of this problem by the end of May 2005. In the meantime, please be aware of the following when using these models.
Before pressing the [DISPLAY] button to check captured images, make sure the access lamp is off, indicating that files have been written to the media.
When this problem occurs, remove and re-install the battery to restore correct operation.
2. Disappearance of images when using Lexar Compact Flash Cards
Affected Products (D-SLR): EOS-1Ds Mark II, EOS-1D Mark II, EOS 20D, EOS Digital Rebel XT / EOS 350D Digital / EOS Kiss Digital N
Affected Products (CF card): Lexar Professional 80x-speed Compact Flash cards
Problem: Captured images on some Lexar CompactFlash cards can be lost when used with the Canon cameras listed above. Working together, Lexar and Canon have investigated the cause and confirmed that the problem occurs in extremely rare instances when the products above are used together.
Countermeasure: Lexar will offer a free firmware update incorporating the correction of this problem by the end of May 2005 for Lexar Professional Series 80x CompactFlash card customers using the affected Canon cameras.
Lexar customers can contact Lexar Professional Support in US at (+1) 510-413-1233, or in UK at (+44) 1483-522-947 or visit Lexar on-line at www.lexar.com/support.
We sincerely apologize for the inconvenience these issues have caused for you. We will make every effort in quality control to provide products that our customers can use with confidence. We appreciate your understanding in this matter.
Contact Information for inquiries:
1-800-848-4040 (toll free)
*Available with your cell phone or PHS.
Weekdays: 9:00 a.m. to 8:00 p.m.
Saturdays, holidays: 10:00 a.m. to 5:00 p.m.
LEXAR CUSTOMER ADVISORY
MAY 19, 2005
To: Canon EOS-1Ds Mark II, EOS-1D Mark II, EOS 20D, and EOS Digital Rebel XT / EOS 350D Digital / EOS Kiss Digital N camera customers using Lexar memory cards
Alert: Recent instances of lost images have been reported by customers using Lexar Professional 80x and other makes of CompactFlash cards in the Canon cameras listed above. Canon and Lexar both extensively test their products prior to release to ensure compatibility across product lines. In this instance, both companies investigated the occurrences and were able to identify the problem through extreme testing and found the reported problems to be rare and difficult to reproduce.
Action: Lexar is making arrangements to release a firmware update for Lexar Professional 80x CompactFlash cards incorporating a correction to the problem with the Canon cameras listed above. Lexar’s firmware update will only address failures when using Lexar Professional 80x CompactFlash cards with the Canon cameras listed. Lexar will update this web page with a Return Materials Authorization (RMA) form and instructions for upgrading Lexar CompactFlash cards when the firmware is available. If you have additional questions please call (510) 413-1233.
For the latest information on Canon EOS-1Ds Mark II, EOS-1D Mark II, EOS 20D, and EOS Digital Rebel XT / EOS 350D Digital / EOS Kiss Digital N cameras, please see Canon's website at http://consumer.usa.canon.com/ir/controller?act=PgComSmModDisplayAct&keycode=2112&fcategoryid=215&modelid=10598
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