Canon Service Notices at The-Digital-Picture.com

Canon Publishes Official Product Advisory Regarding AF Assist Beam and Canon EOS 1D X / 5D Mark III DSLR Cameras

Wed, 20 Feb 2013 07:06:24 CDT

On February 6, we highlighted a Canon Forums moderator's response acknowledging the Canon EOS 1D X and 5D Mark III cameras were slow to acquire focus when using a Speedlite's AF Assist Beam. Now, Canon has published an official product advisory regarding the issue:

From Canon:

Thank you for using Canon products.

Affected Products
EOS 5D Mark III Digital SLR Camera
EOS-1D X Digital SLR Camera

Details
Depending upon the shooting conditions, it may take slightly longer for the EOS 5D Mark III and EOS-1D X digital SLR cameras to acquire focus when using the Speedlite's AF Assist Beam, compared with that of the EOS 5D Mark II and EOS-1D Mark IV digital SLR cameras using the Speedlite's AF Assist Beam.

We are developing a solution to enhance the focusing feature for the EOS 5D Mark III and EOS-1D X and plan to release a firmware update based on following estimated schedule:

EOS 5D Mark III: (estimated) Late April, 2013
EOS-1D X: (estimated) Late May, 2013

Support
This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

If you have not already done so, please register your Canon EOS 5D Mark III Digital SLR Camera or your Canon EOS-1D X. Digital SLR Camera. By registering, we will be able to notify you via email about future service upgrades.

Thank you,
Customer Support Operations
Canon U.S.A., Inc.

Contact Information for Inquiries
Canon Customer Support Center
Phone: 1-855-246-3367 (toll free)
TDD: 1-866-251-3752
Email: CinemaEOS@cits.canon.com

Canon Issues EOS 6D Service Notice

Wed, 05 Dec 2012 22:11:40 CDT

From Canon USA:

Thank you for using Canon products.

Phenomenon

We have identified a phenomenon which prevents movie files shot using Canon EOS 6D Digital SLR Cameras from being played back on YouTube.

Affected Product

EOS 6D Digital SLR Camera

Support

While we continue to investigate this phenomenon, please follow the instructions outlined below to upload Canon EOS 6D movie files to YouTube. After our investigation is complete, we will make an update to this announcement.

Download the movie file(s) from the EOS 6D camera to your computer.
Start ImageBrowser EX, an application bundled with the EOS 6D.
After selecting the movie file(s) to be uploaded, select [Edit Movies] in the [Edit] tab from the menu bar of ImageBrowser EX.
“MovieEdit Task” will start. Save the movie using the [Save] menu on the screen.
Upload the saved movie to YouTube.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Please register the EOS 6D. By registering, we will be able to notify you via email when service updates are available.

Thank you,
Customer Support Operations
Canon U.S.A., Inc

Contact Information for Inquiries
Canon Customer Support Center
Phone: 1-800-OK-CANON, 1-800-652-2666
TDD: 1-866-251-3752
Email: carecenter@cits.canon.com
For additional support options: www.usa.canon.com/support

Canon Issues EOS 1D X f/8 Autofocus Service Notice

Mon, 03 Dec 2012 20:41:10 CDT

From Canon USA:

It has been confirmed that auto-focusing may not function at f/8 aperture on some Canon EOS-1D X Digital SLR Cameras with firmware Ver. 1.1.1. We offer our most sincere apologies to customers using this product who have been inconvenienced by this issue. The support measures for this phenomenon are described below.

Phenomenon

Firmware Ver. 1.1.1 enabled the center AF point to autofocus when the camera is used with lens/extender combinations whose combined maximum aperture is f/8. On some of the cameras with firmware Ver. 1.1.1, auto-focusing does not function at f/8 aperture. *This phenomenon does not occur with a camera which firmware has been updated by a user, or by Canon service center.

Affected Product

Canon EOS-1D X Digital SLR Cameras with the sixth digit from the left in the body number (serial number) is 4 or 5 are affected.

Example: Body No. xxxxx4xxxxxx or xxxxx5xxxxxx ([x] represents any optional number.)

*Even if the sixth digit from the left in the body number (serial number) is 4 or 5, the following cameras are not affected units.

<There is a white dot in the battery compartment.>

Support

Overwriting the firmware activates auto-focusing at f/8 aperture. To accomplish this, please download the firmware Ver. 1.1.1 available for download from Canon Web site, and overwrite the firmware of the camera.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Please register the EOS-1DX. By registering, we will be able to notify you via email when service updates are available.

Thank you,
Customer Support Operations
Canon U.S.A., Inc

Contact Information for Inquiries
Canon Customer Support Center
Phone: 1-800-OK-CANON, 1-800-652-2666
TDD: 1-866-251-3752
Email: carecenter@cits.canon.com
For additional support options: www.usa.canon.com/support

U.S. Consumer Product Safety Commission Announces Canon EOS Rebel T4i DSLR Recall

Tue, 14 Aug 2012 14:38:43 CDT

The U.S. Consumer Product Safety Commission has announced a voluntary recall on the Canon EOS Rebel T4i DSLR.

This is once again regarding the rubber grip - and is a proactive move by Canon:

"Incidents/Injuries: Canon U.S.A., Inc. has received one report of a consumer who developed a minor rash after contact with a surface where the camera had been."

Here is the full CPSC release:

FOR IMMEDIATE RELEASE

August 14, 2012

Release #12-246
Firm's Recall Hotline: (855) 902-3277
CPSC Recall Hotline: (800) 638-2772
CPSC Media Contact: (301) 504-7908

Canon Recalls for Repair EOS Rebel T4i Digital Cameras Due to Risk of Allergic Reaction

WASHINGTON, D.C. - The U.S. Consumer Product Safety Commission, in cooperation with the firm named below, today announced a voluntary recall of the following consumer product. Consumers should stop using recalled products immediately unless otherwise instructed. It is illegal to resell or attempt to resell a recalled consumer product.

Name of Product: EOS Rebel T4i Digital SLR Cameras

Units: About 68,200

Importer: Canon U.S.A., Inc., of Lake Success, N.Y.

Hazard: A chemical used in the camera's rubber grips can result in a reaction that changes the grips from black to white and poses a risk of skin irritation to the consumer.

Incidents/Injuries: Canon U.S.A., Inc. has received one report of a consumer who developed a minor rash after contact with a surface where the camera had been.

Description: This recall involves EOS Rebel T4i digital SLR cameras with a 12-digit serial number that contain a second digit that is a "3" or "4" and a sixth digit that is a "1." Serial numbers are printed on the bottom of the camera. The Canon logo and the model name are printed on the front of the camera.

Sold at: B&H Photo, Best Buy and camera and mass merchandise stores nationwide and Amazon.com and other online retailers between June 2012 and July 2012 for between $850 and $1,200.

Manufactured in: Japan

Remedy: Consumers should immediately stop using the recalled cameras and contact Canon U.S.A. to have replacement rubber grips installed free of charge.

Consumer Contact: For additional information, contact the firm toll-free at (855) 902-3277 between 8 a.m. to midnight ET Monday through Friday, 10 a.m. to 8 p.m. ET Saturday, or visit the firm's website at www.usa.canon.com

(thanks Brett)

Canon EF 40mm f/2.8 STM Pancake Lens Product Advisory

Mon, 06 Aug 2012 22:01:50 CDT

From Canon USA:

To Users of the EF40mm f/2.8 STM Interchangeable Lens for Canon Digital SLR Cameras

Thank you for using Canon products.

It has been confirmed that the autofocusing function of the EF40mm f/2.8 STM lens, which was released in June 2012, may not operate correctly.

The details of this phenomenon are described below.

Affected Product

EF40mm f/2.8 STM

Phenomenon

If pressure is applied to the lens barrel while the lens is mounted to the camera (pressure can be applied even while attaching the lens cap or while carrying the camera with the lens attached in a bag), the autofocusing function of the lens may stop working.

*This phenomenon does not occur during normal shooting.

*This phenomenon does not result in a malfunction of the lens.

Workaround

When the above phenomenon occurs, detach and reattach the lens, or remove and reinsert the camera battery to restore the operations.

Market Support

The firmware to address this phenomenon will be available for download in late August, 2012.

Once this firmware is ready, we will make an announcement on our Web site.

Support

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Note From the Review

This problem does not appear to affect all lenses - I tried to force my 40 STM to create this problem while creating the Canon EF 40mm f/2.8 STM Lens Review, but could not induce the issue.

Canon EOS Rebel T4i Grip Color Advisory Update

Fri, 03 Aug 2012 17:12:22 CDT

Additional serial numbers have been added to the Canon EOS Rebel T4i Grip color advisory. You can check your serial number here.

Canon EOS Rebel T4i Product Advisory #2

Thu, 05 Jul 2012 21:42:10 CDT

Another Canon EOS Rebel T4i Product Advisory from Canon USA:

Thank you for using Canon products.

The front rubber grips of some units of the Canon EOS REBEL T4i Digital SLR camera (EOS 650D/EOS Kiss X6i overseas models) may change color (turn white) after a short period of time. Customer support for this phenomenon is described below.

Canon continuously strives to provide our customers with high quality, reliable products that can be used with confidence. We offer our sincerest apologies to any customers who may be inconvenienced.

Phenomenon

The front rubber grips of some EOS REBEL T4i units produced in certain lots during the sixteen-day period between May 31st through June 15th, 2012 may turn white after a short period of time. We have determined after inquiry with the rubber manufacturer and analysis, that the substance zinc bis (N,N’-dimethyldithiocarbamate) is what causes the rubber surface to turn white.

Zinc bis is not used in the production of this product. However, the quantity of rubber accelerator used in the affected production lots was slightly higher than usual. As a result the rubber grips may turn white due to a chemical reaction with the rubber accelerator and other substances. High temperature and high humidity may contribute to this condition. Zinc bis (N,N’-dimethyldithiocarbamate), which becomes deposited on the rubber surface, is created as a result of this chemical reaction.

Affected Product

Some EOS Rebel T4i digital SLR cameras produced from May 31 through June 15 may be affected.

You can use the serial number to check whether your camera is affected by this phenomenon. If the sixth digit of the serial number is "1" please follow the procedure below. If the sixth digit of the serial number is "2" or higher, your camera is not affected.

Procedure:

1) Click on the link below to enter your serial number.

2) Enter the 12-digit serial number (reference the image below) from your camera then click the Submit button

3) One of the following messages will appear.
· "Your camera is NOT affected" ? No further action is required
· "Your camera is affected" ? Please see the Support section below

Click here to enter your serial number (hint: read this instruction before opening that page)

Caution on Use

The amount of zinc bis (N,N'-dimethyldithiocarbamate) detected during our testing was minimal. While Canon has not received any reports of injury or allergic reactions, depending on one’s health and physical condition, in rare cases when this substance comes into contact with skin, allergic skin reactions* may develop. In addition, if eyes are rubbed after contact with the substance, symptoms, such as red eyes, may develop.

As a precautionary measure, thoroughly wash your hands with water if they have come in contact with the rubber grips that have turned white. (If any medical symptoms develop, please consult your physician immediately.)

*Please note that the occurrence of allergic skin reactions depend on the target substance, length of contact with the target substance, one’s health and physical conditions, and sensitivity of one’s skin structure, and not everyone will be affected by allergic symptoms.

Support

Preparations are underway to provide free repair service for affected cameras by replacement of the rubber grips. Once this repair service is available (ETA of mid July 2012), we will post an update on our web site and also notify registered users via email. Please register your EOS Rebel T4i, so that we can inform you via email when the free repair service will commence.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Thank you,
Customer Support Operations
Canon U.S.A., Inc.

Contact Information for Inquiries:
Canon Customer Support Center
Phone: 1-855-902-3277 TTD: 1-866-251-3752
E-mail: carecenter@cits.canon.com

Canon EOS Rebel T4i Product Advisory

Tue, 03 Jul 2012 21:29:31 CDT

From Canon USA:

Thank you for using Canon products.

We have identified a phenomenon in which the camera model name embedded in the EXIF data of captured images incorrectly shows “EOS Kiss X6i”, which is the model name for the EOS Rebel T4i in the Japanese market. Even if this occurs, however, the image taken is still captured correctly.

Phenomenon

When using applications, such as Digital Photo Professional (DPP) or Image Browser EX (IBX) to view images captured with your EOS Rebel T4i camera, the camera model name in the EXIF information of the images shows the model name for the same camera in the Japanese market: the EOS Kiss X6i.

The camera model name that appears on the Camera Settings / Remote Shooting screens of EOS Utility (EU) also shows “EOS Kiss X6i”.

Affected Products

EOS REBEL T4i Digital SLR Camera

*Some units whose second digit of the serial number is “3” are affected.

For example: "x3xxxxxxxxxx" ([x] represents any optional number.)

Support

Customers who would like to have the correct model name listed in the EXIF information of their camera are asked to contact Canon using the information below.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Please register your EOS Rebel T4i. By registering, we will be able to notify you via email when service updates are available.

Thank you,
Customer Support Operations
Canon U.S.A., Inc.

Contact Information for Inquiries:
Canon Customer Support Center
Phone: 1-800-OK-CANON
1-800-652-2666 TTD: 1-866-251-3752
E-mail: carecenter@cits.canon.com
For additional support options: http://www.usa.canon.com/support

Canon PowerShot S100 Digital Camera Product Advisory Issued

Thu, 28 Jun 2012 09:40:37 CDT

From Canon USA:

Thank you for using Canon products.

It has been confirmed that some PowerShot S100 digital cameras encounter a lens error caused by a disconnected part inside the camera. This announcement conveys the details of the issue and Canon’s service policy for affected cameras.

Canon continuously strives to provide our customers with high quality, reliable products that can be used with confidence. We offer our sincerest apologies to any customers who have been inconvenienced.

Phenomenon

Some PowerShot S100 units (with the serial numbers listed below) may encounter a lens error due to a part becoming disconnected inside the lens. In particular, this lens error may occur when the camera is used in certain environmental conditions such as high temperature and/or humidity.

Affected Product

Some PowerShot S100 Digital Cameras within the following serial number range:

The first and second digits of the camera’s serial number are any number from"29" through"41."

For example: "29xxxxxxxxxx", "30xxxxxxxxxx"………"41xxxxxxxxxx"

(The [x] characters shown above represent the remaining characters of the product’s serial number.)

Market Support

Affected products that exhibit this phenomenon will be repaired free of charge, regardless of the warranty status, if it is confirmed that the lens error has been caused by disconnection of the part inside the lens. However, please note that affected products which are received by Canon after their service period ends (the period during which such products are expected to be serviceable), will no longer be eligible for free repair service and will be handled in accordance with Canon's then general repair standards and regulations

Support

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region. Please register your PowerShot S100. By registering, we will be able to notify you via email when future firmware updates become available for download.

Thank you,
Customer Support Operations
Canon U.S.A., Inc

Contact Information for Inquiries
Canon Customer Support Center
Phone: 1-800-OK-CANON 1-800-652-2666
TDD: 1-866-251-3752
Email: carecenter@cits.canon.com
For additional support options: www.usa.canon.com/support

Canon USA Issues EF 200mm f/2 L IS and EF 800mm f/5.6 L IS Service Notice

Mon, 14 May 2012 22:30:03 CDT

From Canon USA:

To Users of the EF200mm f/2L IS USM and EF800mm f/5.6L IS USM Lenses with the Canon EOS 5D Mark III Digital SLR Camera.

Thank you for using Canon products.

We have confirmed that when the EF200mm f/2L IS USM and some units of the EF800mm f/5.6L IS USM lenses are used with the Canon EOS 5D Mark III Digital SLR Camera, the Lenses may emit an abnormal noise.

The Canon EOS 5D Mark III Digital SLR Camera does not need to be repaired as a result of this phenomenon.

The support measures for this phenomenon have been decided and they are as described below.

Phenomenon

If either of the Lenses is attached to the camera with the Image Stabilizer switch on the Lenses set to ON, the Image Stabilizer will synchronize with the autofocusing (AF) function and an abnormal noise may occur. This abnormal noise does not affect captured images.

This phenomenon only occurs when the camera is used with either of the Lenses, and does not occur when the camera is used with other lenses.

Affected Products

EF200mm f/2L IS USM Lens
EF800mm f/5.6L IS USM Lens

*This phenomenon does not occur with cameras other than the EOS 5D Mark III.

*If the fifth and sixth digit of the six-digit alphanumeric number that is imprinted on the lens mount of the above EF lenses is of any of the following numbers, the lens is affected.

EF200mm f/2L IS USM: If the fifth and sixth digit is 00, 01, or 02.
EF800mm f/5.6L IS USM:If the fifth and sixth digit is 00, 01, 02, 03, 04, 05, or 06.

How to Identify Affected Products:

Please check the six-digit alphanumeric number as indicated in the image below.

Support

The Canon Lenses affected by this phenomenon will be inspected and repaired free of charge starting from May 21, 2012. If you own one of the affected lenses, please contact our Customer Support Center.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Thank you,
Customer Support Operations
Canon U.S.A., Inc

Contact Information for Inquiries
Canon Customer Support Center
Phone: 1-800-OK-CANON, 1-800-652-2666
TDD: 1-866-251-3752
Email: carecenter@cits.canon.com
For additional support options: www.usa.canon.com/support

Canon USA Issues EOS 5D Mark III Digital SLR Camera Product Advisory

Mon, 23 Apr 2012 22:45:11 CDT

Canon USA has issued an EOS 5D Mark III DSLR Camera product advisory.

To Users of the Canon EOS 5D Mark III Digital SLR Camera

Thank you for using Canon products.

Concerning the EOS 5D Mark III digital SLR camera, when the LCD panel illuminates in extremely dark environments, the displayed exposure value may change. Canon has concluded the investigation of this phenomenon, and this announcement informs you of our findings as described below.

Phenomenon

In extremely dark environments, if the LCD panel illuminates, the displayed exposure value may change. However, based on the results of extensive testing this change in exposure value will not noticeably affect the captured image.

Affected Product

Canon EOS 5D Mark III Digital SLR Camera

*Products whose sixth digit in the serial number is 1 or 2 are affected.

For example, “xxxxx1xxxxxx” or “xxxxx2xxxxxx” ([x] represents any optional number.)

Support

Under almost all shooting conditions (including dark environments) this phenomenon will not affect your captured images. However, if you would like Canon to inspect your camera, we will provide this service free of charge upon request beginning in mid-May. Please contact Canon using the information below to request service.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Please register the EOS 5D Mark III. By registering, we will be able to notify you via email when service updates are available. If you already registered, please ensure you are opted-in to receive the notification.

Thank you,
Customer Support Operations
Canon U.S.A., Inc

Contact Information for Inquiries
Canon Customer Support Center
Phone: 1-800-OK-CANON or 1-800-652-2666
TDD: 1-866-251-3752
Email: carecenter@cits.canon.com
For additional support options: www.usa.canon.com/support

Canon CA and UK Suspending EOS 5D Mark III Shipments

Wed, 18 Apr 2012 20:23:57 CDT

I have not seen anything official yet, but I am receiving multiple reports (thank you for sending them) that Canon Canada and Canon UK are suspending shipments of the new Canon EOS 5D Mark III until the "Light Leak" issue is resolved.

This all seems a bit crazy to me right now. My only thought is that I'm glad that I have my 5D III already.

Small Update on Canon EOS 5D Mark III Service Notice

Sat, 14 Apr 2012 09:00:09 CDT

Canon, Inc. has issued a similar Canon EOS 5D Mark III service notice (Google translation).

Canon, Inc. adds that a "dark environment" is likely to be:

1. If you have installed the body cap

2. If you attach the lens cap

I've been asked if I am going to send my 5D III in for service. My answer was probably, but mostly for resale purposes. But I will not likely send it in anytime soon.

Canon EOS 5D Mark III DSLR Service Notice

Fri, 13 Apr 2012 16:18:02 CDT

Canon USA has issued a service notice for the Canon EOS 5D Mark III Digital SLR Camera.

To Users of the Canon EOS 5D Mark III Digital SLR Camera

Thank you for using Canon products.

The phenomenon described below has been confirmed when using the Canon EOS 5D Mark III Digital SLR Camera. Canon is now examining the countermeasures and once the countermeasures are decided, we will post the information on our Web site.

Phenomenon

In extremely dark environments, if the LCD panel illuminates, the displayed exposure value may change as a result of the AE sensor’s detection of light from the LCD panel.

Affected Product

Canon EOS 5D Mark III Digital SLR Camera

Support

Once the preparations are complete, we will be making an announcement on our Web site.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Please register the EOS 5D Mark III. By registering, we will be able to notify you via email when service updates are available. If you already registered, please ensure you are opted-in to receive the notification.

Thank you,
Customer Support Operations
Canon U.S.A., Inc

Contact Information for Inquiries
Canon Customer Support Center
Phone: 1-800-OK-CANON, 1-800-652-2666
TDD: 1-866-251-3752
Email: carecenter@cits.canon.com

For additional support options: www.usa.canon.com/support

This service notice is addressing a 5D III anomaly being referred to as the "light leak".

Finding a real world situation where the "light leak" anomaly causes a problem is not easy - I have not encountered any - even when I tried to do so. And, I'm probably using manual exposures if shooting in situations this dark.

Turning off the top LCD panel illumination before metering is the easy workaround (and possibly covering the top LCD if the light source is external).