Canon Service Advisories RSS Feed for Canon Service Advisories

 Wednesday, May 30, 2018
From Canon USA:
 
Thank you for using Canon products.
 
We would like to offer our sincere apologies to users who have been inconvenienced by the phenomenon described below. We value the trust our customers have placed in us, and we are dedicated to continuously improving product quality as well as delivering industry-leading service and support.
 
Phenomenon
 
In rare cases, error 70 or error 80 may repeatedly display on some EOS 70D digital SLR cameras due to an internal communication failure resulting from the structure of the electrical printed circuit board. If use of the camera is subsequently continued, a state may occur in which the camera’s power does not turn on. In most cases, this phenomenon occurs in conjunction with continuous use of the camera while the camera’s internal temperature is high, such as when shooting movies continuously.
 
“Err 70” or “Err 80” will appear on the LCD monitor at the back of the camera or on the LCD panel at the top of the camera.
 
Canon EOS 70D Product Advisory for Error 70 or Error 80

*There may be rare occurrences of error 70 or error 80, after which the camera functions can be recovered by turning the power off and on again, or by re-installing and reinserting the battery. The phenomenon described here refers to the frequent reoccurrence of error 70 or error 80.
 
Possibly Affected Cameras
 
Only some EOS 70D digital SLR cameras are affected by this phenomenon.
 
The phenomenon may occur only in cameras whose first two digits in its serial number are within the range of “00” to “22”.
 
Canon EOS 70D Product Advisory for Error 70 or Error 80 Serial Number Example

Support
 
EOS 70D digital SLR cameras on which error 70 or error 80 occurs repeatedly and that have a serial number within the range specified above will be inspected/repaired free of charge. Please note that inspection/repairs for any other issue will be handled as normal repairs.
 
If you wish to make a request for the free inspection/repairs, please bring the camera body only with the body cap attached to a Canon Service Center.
 
If you have not already done so, please register your EOS 70D so that we will be able to notify you via email about any future service upgrades.
 
This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, please contact the Canon Customer Support Center in your region.
 
Thank you,
Customer Support Operations
Canon U.S.A., Inc.
Posted to: Canon News
Post Date: 5/30/2018 6:48:01 AM CT   Posted By: Sean
 Tuesday, May 8, 2018
From Canon USA:
 
Thank you for using Canon products.
 
We have determined that some units of the EF 200-400mm f/4L IS USM Ext. 1.4x interchangeable lens for digital SLR and mirrorless cameras exhibit a phenomenon in which the focus may not be achieved during AF shooting. Firmware which addresses this phenomenon is available for download below.
 
We would like to offer our sincere apologies to users who have been inconvenienced by this issue. Going forward, we will spare no effort in our quality management to make sure our customers can use our products with confidence.
 
Phenomenon
 
When using this lens with some camera models* and performing AF shooting from approximately 3m, the subject may not be in focus in some occasions.
 
* Camera models: EOS-1D X Mark II, EOS-1D X, EOS-1D C, EOS 5Ds, EOS 5Ds R, EOS 5D Mark IV, EOS 5D Mark III
 
Affected Products
 
  • Canon EF 200-400mm f/4L IS USM Extender 1.4x lenses with Firmware Version 1.0.0
Support
 
Download Firmware Version 1.1.0 for the EF 200-400mm f/4L IS USM Extender 1.4x
 
Customers who own one of the affected camera models above, or one of the cameras** that can be used for the lens’ firmware update can download the latest firmware version and then perform the lens’ firmware update using the camera.
 
** EOS-1D X Mark II, EOS-1D X, EOS-1D C, EOS 5Ds, EOS 5DsR, EOS 5D Mark IV, EOS 5D Mark III, EOS 6D Mark II, EOS 6D, EOS 7D Mark II, EOS 80D, EOS 70D, EOS Kiss X9i, EOS Kiss X9, EOS Kiss X8i, EOS Kiss X7i, EOS Kiss X7, EOS Kiss X6i, EOS M6, EOS M5, EOS M3, EOS M2, EOS M, EOS M100, EOS M50, EOS M10. Please note that EOS M camera models require an adapter EF-EOS M to connect to the EF 200-400mm f/4L IS USM Extender 1.4x lens.
 
If you have not already done so, please register your Canon Product. By registering, we will be able to notify you via email about future announcements.
 
This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, please contact the Canon Customer Support Center in your region.
 
Thank you,
Customer Support Operations
Canon U.S.A., Inc
Posted to: Canon News
Post Date: 5/8/2018 8:16:16 AM CT   Posted By: Sean
 Monday, September 11, 2017
From Canon USA:
 
Thank you for using Canon products.
 
We have determined that some EF50mm f/1.4 USM lenses exhibit a focus operation-related malfunction. The details of the phenomenon and Canon’s service policy are described below.
 
We would like to offer our sincere apologies to users who have been inconvenienced by this issue. Going forward, we will spare no effort in our quality management to make sure our customers can use our products with confidence.
 
Phenomenon
While in AF or MF mode, when the focus position is moved from the infinity end to the close-up end, the focus operation stops near the area shown in the dotted circle below.
 
Canon EF 50mm f 1.4 USM Service Advisory Focus Malfunction

Possibly Affected Products
If the first four digits (from the left) in the serial number on the lens body (see image below) are “4918”, “5018”, “5118”, “5119”, “5218”, “5219”, “5318”, “5319”, “5418”, or “5419" then your lens may possibly be affected.
 
Canon EF 50mm f 1.4 USM Serial Number Identification

Note: September 11, 2017: "5119", "5219", "5319", "5419" "was added to the target serial number.
 
Support
Potentially affected products will be inspected and if necessary repaired free of charge. If you own one of the potentially affected products please contact our Customer Support Center.
 
When preparing your lens for inspection please be sure to attach the lens cap and the dust cap to the lens.
 
If you have not already done so, please register your Canon Product. By registering, we will be able to notify you via email about future announcements.
 
This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, 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
Posted to: Canon News
Post Date: 9/11/2017 6:32:01 AM CT   Posted By: Sean
 Wednesday, August 30, 2017
From Canon USA:
 
Thank you for using Canon products.
 
We have determined that some EF50mm f/1.4 USM lenses exhibit a focus operation-related malfunction. The details of the phenomenon and Canon’s service policy are described below.
 
We would like to offer our sincere apologies to users who have been inconvenienced by this issue. Going forward, we will spare no effort in our quality management to make sure our customers can use our products with confidence.
 
Phenomenon
While in AF or MF mode, when the focus position is moved from the infinity end to the close-up end, the focus operation stops near the area shown in the dotted circle below.
 
Canon EF 50mm f 1.4 USM Service Advisory Focus Malfunction

Possibly Affected Products
If the first four digits (from the left) in the serial number on the lens body (see image below) are “4918”, “5018”, “5118”, “5218”, “5318”, or “5418” then your lens may possibly be affected.
 
Canon EF 50mm f 1.4 USM Serial Number Identification

Support
Potentially affected products will be inspected and if necessary repaired free of charge. If you own one of the potentially affected products please contact our Customer Support Center.
 
When preparing your lens for inspection please be sure to attach the lens cap and the dust cap to the lens.
 
If you have not already done so, please register your Canon Product. By registering, we will be able to notify you via email about future announcements.
 
This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, 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
Posted to: Canon News
Post Date: 8/30/2017 6:35:43 AM CT   Posted By: Sean
 Thursday, May 18, 2017
From Canon USA:
 
Service Notice: Remote shooting with Camera Connect App with camera running Firmware Version 1.1.1
 
Thank you for using Canon products.
 
A communication error has been discovered when using the EOS 7D Mark II running Firmware Version 1.1.1, which version was released on April 27, 2017, in combination with the Wi-Fi Adapter W-E1.
 
We sincerely apologize for any inconvenience caused to customers, and we ask for your ongoing patience.
 
Phenomenon
 
Remote shooting with the Camera Connect App is not possible after connecting the EOS 7D Mark II to a smartphone via the Wi-Fi Adapter W-E1.
 
Affected Product
 
EOS 7D Mark II Digital SLR Camera: Units that have been updated from Firmware Version 1.0.5 or earlier to Firmware Version 1.1.1
 
*This phenomenon will not occur if the camera meets either of the two conditions below:
 
  • If the camera has been updated from Firmware Version 1.1.0 to Firmware Version 1.1.1.
  • If the camera was already equipped with Firmware Version 1.1.1 at the time of purchase.
We are currently making preparations to correct this phenomenon with the release of a firmware update in early June. In the meantime, please use the workaround method described below.
 
Workaround
 
  • Firmware Version 1.1.1 will no longer be available for download, and Firmware Version 1.1.0 will be made available for download again.Users whose camera is affected by this phenomenon are asked to download Firmware Version 1.1.0 and install Firmware Version 1.1.0 onto the camera. Download Firmware Version 1.1.0 from the Canon USA website.
  • If you want the improvements and fixes provided in Firmware Version 1.1.1* applied to your camera, please contact the Canon Customer Support Center in your region and make a request for your camera to be re-updated to Firmware Version 1.1.1.
  • *Improvements and fixes provided in Firmware Version 1.1.1:
    • Enhances reliability of communications when transferring images using Wireless File Transmitter WFT-E7A.
    • Corrects the phenomenon of Err70 which occurs with certain combinations of settings.
    • Corrects the very rare phenomenon in which the shutter can no longer be released.
    • Enhances reliability of operations for specific custom function settings.
Support
 
If you have not already done so, please register the EOS 7D Mark II. By registering, we will be able to notify you via email about future announcements.
 
This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, please contact the Canon Customer Support Center in your region.
 
Thank you,
Customer Support Operations
Canon U.S.A., Inc
 Wednesday, May 17, 2017
From Canon USA:
 
Thank you for using Canon products.
 
We have determined that some EF 24-105mm f/4L IS II USM lenses exhibit an AF operation-related malfunction. The details of the phenomenon and Canon’s service policy are described below.
 
We would like to offer our sincere apologies to users who have been inconvenienced by this issue. Going forward, we will spare no effort in our quality management to make sure our customers can use our products with confidence.
 
Phenomenon
 
At the wide-angle end, focus is not achieved properly when a peripheral AF points are selected, regardless of the AF area selection mode.
 
Affected Lenses
 
If the first two digits in the serial number (see the image below) of your lens are ”48”, ”49”, ”50” or ”51”, then your lens MAY POSSIBLY be affected.
 
Canon EF 24 105L IS II USM Service Advisory Serial Number Image

How to check if your lens is affected:
 
  1. Click the search link below to display the serial number input screen.
  2. Input your lens’ serial number (10 digits) and then click the [Submit] button.
    * Please double check the serial number you entered before you click the [Submit] button.
  3. One of the following three messages will be displayed.
    • “Your lens is NOT an affected product”
    • “Your lens is an affected product”
    • “Invalid number”
Search Serial Number
 
Support
 
As soon as preparations have been completed, we will inform users about the start date for accepting support requests for lenses affected by this issue.
 
Potentially affected products will be inspected and repaired free of charge. If you own one of the potentially affected products 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
Posted to: Canon News
Post Date: 5/17/2017 8:15:40 AM CT   Posted By: Sean
 Thursday, December 15, 2016
From Canon USA:
 
Thank you for using Canon products.
 
It has come to our attention that there are instances of counterfeit EF 50mm f/1.8 II lenses for digital SLR cameras being brought into Canon service centers for repair. These counterfeit products have neither been designed nor manufactured by Canon, yet they fraudulently display the Canon logo and other Canon trademarks, and, as illegal products, they infringe on Canon Inc.'s trademark rights. Canon has taken a strong stance in eradicating these counterfeit products which infringe on the intellectual property rights of our company.
 
While the exterior of the counterfeit EF 50mm f/1.8 II lens elaborately imitates the exterior of the genuine lens, the parts and electric circuits used inside the counterfeit lens are different from the those used inside the genuine lens. As such, these counterfeit products do not satisfy the safety standards of various countries and the safety/quality standards of Canon. Please note that Canon cannot be held liable for any malfunction, phenomena, damage or injury that occurs due to the use of these counterfeit products, so please exercise caution when making your purchase.
 
We truly appreciate your continued patronage of Canon products.
 
Exterior differences
 
See below for the differences between genuine and counterfeit products that have been confirmed as of now and that can be identified by customers.
 
Please review the location of the Company Name on the mount with the lens cap removed as indicated in the image below.
 
Canon EF 50mm f/1.8 II Counterfeit Identification Location



Genuine Lens
 
Canon EF 50mm f/1.8 II Genuine Lens

There is a space between “CANON” and “INC.”
 
The company name is shown in either printed or molded letters (two types exist).
 


Counterfeit Lens
 
Canon EF 50mm f 1.8 II Counterfeit Lens

There is no space between “CANON” and “INC.”
 


If you have not already done so, please register your Canon Product. By registering, we will be able to notify you via email about future announcements.
 
This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, please contact the Canon Customer Support Center in your region.
 
Thank you,
Customer Support Operations
Canon U.S.A., Inc
Posted to: Canon News
Post Date: 12/15/2016 11:48:58 AM CT   Posted By: Sean
 Thursday, November 17, 2016
From Canon:
 
Thank you for using Canon products.
 
In rare cases, the AF function on some PowerShot ELPH 180 compact digital cameras may not operate properly and focus may not be achieved. Customer support for this phenomenon is described below.
 
We take great pride in the quality and performance of our products. We offer our sincerest apologies to any customers who may be inconvenienced.
 
Phenomenon
In rare cases, when shooting still images or movies with the PowerShot ELPH 180 compact digital camera, the AF function on the camera does not operate properly, and focus is not achieved in the captured image or movie, even if the AF frame is displayed.
 
Affected Products
Only some PowerShot ELPH 180 compact digital cameras are affected by this phenomenon.
 
The phenomenon may occur in cameras whose first two digits in its serial number are “11”, “12” ,“21”,“22”,”23” or”24”. Examples of serial numbers for cameras that may be affected: “11xxxxxxxxxx” , “12xxxxxxxxx”, “21xxxxxxxxxx”, “22xxxxxxxxxx”, “23xxxxxxxxxx”, “24xxxxxxxxxxx” (‘x’ can be any number).
 
If the camera has a black marking on the inside of the battery cover, as shown in the image below, this indicates that your camera has been checked and the issue has been corrected.
 

 
Canon PowerShot ELPH 180 Service Advisory Marking

Support
If the camera meets the serial number criteria listed above and does not have a black marking on the inside of the battery cover, and if the phenomenon occurs and is confirmed by CUSA we will repair the unit free of charge. If you own one of the affected cameras, please contact our Customer Support Center.
 
If you have not already done so, please register your PowerShot ELPH 180. By registering, we will be able to notify you via email about future service upgrades.
 
This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, 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-OK-CANON (toll free)
1-855-652-2666
TDD: 1-866-251-3752
Email: carecenter@cits.canon.com
For additional support options: www.usa.canon.com/support
Posted to: Canon News
Post Date: 11/17/2016 7:09:31 AM CT   Posted By: Sean
 Friday, May 8, 2015
Canon has posted its official Rebel T6s/T6i Service Advisory following Roger Cicala's discovery of sensor spots and posted to the LensRentals Blog at the end of April.
 
From Canon:
 
Thank you for using Canon products.
 
This notice is to proactively inform our customers of the phenomenon described below along with Canon’s support actions. We value the trust our customers have placed in us, and we are dedicated to continuously improving product quality as well as delivering industry-leading service and support. We offer our sincerest apologies to any customer who may be inconvenienced.
 
Phenomenon
In some units of the models listed below, the following phenomenon may occur due to irregularities on an optical layer located in front of the image sensor:
 
White spots may exist on the optical layer which may result in the appearance of dark circular patterns on the captured image under certain shooting conditions.
 
Affected Products
The phenomenon described above may occur in cameras whose first and second digits of the serial number are as set forth below.
 
Identification Procedure
 
  • Serial Number: [XXnnnnnnnnnn]
  • EOS Rebel T6s: If “XX” is “01” or “02”, the phenomenon described above may occur.
  • EOS Rebel T6i: If “XX” is “01” or “02”, the phenomenon described above may occur.
* “n” represents any digit.
 
NOTE: If the battery cover contains the marking illustrated below, the camera is NOT affected by the phenomenon described above even if the first and second digits of the serial number are of the numbers mentioned above.
 
Canon EOS Rebel T6i mark

 
Support
Potentially affected cameras will be inspected and affected units will be repaired free of charge.
We are developing a solution and will inform you as soon as it is available.
 
  • Canon EOS Rebel T6s: tbd
  • Canon EOS Rebel T6i: tbd
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 Rebel T6s or your Canon EOS Rebel T6i. By registering, we will be able to notify you via email about future announcements.
 
Thank you,
Customer Support Operations
Canon U.S.A., Inc
Posted to: Canon News
Post Date: 5/8/2015 9:32:28 AM CT   Posted By: Sean
 Thursday, December 18, 2014
From Canon:
 
Details
AA Lithium batteries cannot be used with any Speedlite or Macrolite products and compact battery packs including those listed below because certain AA lithium batteries, in rare cases, may become extremely hot during usage in such products.
 
Canon Products
 
Speedlite 220EXSpeedlite 580EX
Speedlite 270EXSpeedlite 580EX II
Speedlite 270EX IISpeedlite 600EX
Speedlite 320EXSpeedlite 600EX-RT
Speedlite 380EXMacro Ring Lite MR-14EX
Speedlite 420EXMacro Ring Lite MR-14EX II
Speedlite 430EXMacro Twin Lite MT-24EX
Speedlite 430EX IICompact Battery Pack CP-E2
Speedlite 540EZCompact Battery Pack CP-E3
Speedlite 550EXCompact Battery Pack CP-E4
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.
 
Thank you,
Customer Support Operations
Canon U.S.A., Inc
Posted to: Canon News
Post Date: 12/18/2014 8:22:41 AM CT   Posted By: Sean
   
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