Service Advisories RSS Feed for Service Advisories

 Friday, December 2, 2016

From Tamron:

Dear users and potential purchasers of Tamron interchangeable lenses,

Thank you for using Tamron products.

We have learned that, when attaching the Tamron 18-200mm F/3.5-6.3 Di III VC (Model B011) to the Canon EOS M5, which will soon go on sale outside Japan, the camera power is turned off or is not turned on, making it impossible to use the camera.

We sincerely apologize to all users and potential purchasers for any inconvenience the issue may cause.

An investigation is currently underway in detail about the connections between the Canon EOS M5 and our lens, and as soon as we know more we will post a notice on the Tamron website.

Posted to: Canon News   Category: Service Advisories
Post Date: 12/2/2016 8:06:50 AM CT   Posted By: Sean
 Tuesday, June 28, 2016

From Canon:

Thank you for using Canon products.

It has been confirmed that when shooting still images with the EOS-1D X Mark II digital SLR camera launched in April 2016 with SanDisk CFast cards, the following phenomenon will occur. We would like to offer our sincere apologies to users who have been inconvenienced by this issue.

Phenomenon

If a SanDisk CFast card is inserted into the camera or a card reader, the bottom part of still images recorded may be corrupted. This phenomenon is confirmed in images recorded in both the RAW and JPEG formats.

  • In the RAW file, the image corruption may appear in the bottom right corner of the image.
  • In the JPEG file, the image corruption may appear in the lower third area of the image.

Please Note:

  • Movie recording is not affected by this phenomenon.
  • Still images or movies recorded to CF cards are not affected by this phenomenon.

Cause

This phenomenon is caused by SanDisk CFast cards. The camera does not cause this phenomenon.

Affected Products

Image corruption may be experienced with the cards listed below*:

  • SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxx)
  • SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxx)
  • SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxxA)
  • SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxxA)
  • SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxxB)
  • SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxxB)

* The “xxx” at the end of the product number varies depending on the sales region.

Market Support

Although it has been confirmed that this phenomenon is caused by SanDisk CFast cards, to prevent the occurrence of this phenomenon, Canon is considering releasing camera firmware on the Web for a download service in early July.

We would like to apologize for the inconvenience, but we would like to ask our customers to refrain from using SanDisk CFast cards when shooting still images until the new camera firmware becomes available.

Workaround

It is our understanding that image files of 16MB or larger recorded immediately before the camera’s power is turned off may become corrupted. Below are the methods available to help avoid image corruption when powering off the camera:

The Camera can be powered off in four ways:

  1. When the power switch is set to OFF
  2. When the card slot cover is opened
  3. When the power is turned off due to the Auto Power Off setting
  4. When the battery is removed
The phenomenon can be prevented by performing the procedure below:

Before powering the camera off, please take extra shots because the extra shots taken immediately before the camera is powered off may experience the corruption and not the images taken before the extra shots were taken.

The table below shows the most popular file types used and how many extra shots are recommended.

File Size (Approx.)How many extra shots
do I need to take in
order to meet the 16MB
or larger requirement?
[RAW] 23.2MB1
[JPEG] L:6.2MB3
[JPEG] M1:4.3MB4
[JPEG] M2:3.4MB5
[JPEG] S:2.2MB8

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

Posted to: Canon News   Category: Service Advisories
Post Date: 6/28/2016 7:33:00 AM CT   Posted By: Sean
 Friday, January 15, 2016

From Canon:

Service Notice: Free exchange for imagePROGRAF PRO-1000

Thank you for using Canon Products.

We have determined that some imagePROGRAF PRO-1000 printers may experience ink leakage. This announcement conveys Canon’s service policy for affected printers. We offer our sincerest apologies to any customers who have been inconvenienced.

Phenomenon

In rare instances, ink may leak from inside the printer to the outside of the printer through an opening on the bottom.

Affected units

imagePROGRAF PRO-1000 units starting with serial number prefix AEGL.
Example: AEGL01234
The serial number can be found on the back of printer.

Canon IPF PRO1000 Image Serial Number Affected by Leakage

Support

Affected imagePROGRAF PRO-1000 printers can be exchanged for a new printer free of charge when replacements become available around the end of January, 2016.

For details regarding how to exchange your printer, please contact the Canon Customer Support Center at 1-800-423-2366.

Posted to: Canon News   Categories: Service Advisories, Product Advisories
Post Date: 1/15/2016 6:14:09 AM CT   Posted By: Sean
 Friday, December 11, 2015

From Canon USA:

Thank you for using Canon products.

Phenomenon

Except as described below, the following will occur with the affected units listed below:

Linked shooting and wireless flash shooting with radio transmission will not work in some setting modes when 7 or more units are linked. This phenomenon does not occur when 6 or fewer units are linked.

Affected Products

Speedlite 600EX-RT and Speedlite Transmitter ST-E3-RT

Units with a combination of 3rd and 4th digits in the serial number in the ranges shown below are affected:

  • Speedlite 600EX-RT: [xx01xxxxxx] ~ [xx13xxxxxx]
  • Speedlite Transmitter ST-E3-RT: [xx01xxxxxx] ~ [xx03xxxxxx]

Note: If the battery compartment of an affected unit contains the marking illustrated below, the product is NOT affected by the phenomenon described above, even if the serial number is within the ranges mentioned above.

Canon Speedlight 600EX RT and Transmitter ST E3 RT Service Advisory Image

Support

To arrange to have an affected unit inspected and serviced for this phenomenon at no cost, please 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.

Thank you for using Canon products.

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

Posted to: Canon News   Category: Service Advisories
Post Date: 12/11/2015 7:45:09 AM CT   Posted By: Sean
 Thursday, October 15, 2015

From Canon:

Notice Regarding the Phenomenon of Skipped Frames in Footage Recorded in Slow Motion on the EOS C300 Mark II Digital Cinema Camera

Thank you for using Canon products.

We have become aware that there may be cases of skipped frames in footage recorded in slow motion on the EOS C300 Mark II Digital Cinema Camera. Customer support for this phenomenon is described below.

We would like to offer our sincere apologies to users for the inconvenience caused by this phenomenon. Going forward, we will spare no effort in our quality management to make sure our customers can use our products with confidence.

Phenomenon
Except as provided below, footage recorded in slow motion in Slow & Fast Motion Recording Mode, in 4K and 2K/HD, and at all frame rates, may have skipped frames.

This phenomenon does not occur for slow motion recording at the following settings:
2K/HD recording at 59.94P & 50.00P frame rates

Affected Product
EOS C300 Mark II Digital Cinema Camera. Cameras with firmware version 1.0.0.1.00 are affected.

The camera’s firmware version can be checked from [System Setup] on the menu.

Press the MENU button, then select [System Setup] ? [Firmware] ? [Camera].

Support
We are planning to release new firmware that incorporates a fix for this phenomenon in early November.

Once the new firmware is ready, we will make an announcement on our website. If you wish to use the slow motion recording function before that time, please contact the Canon Service 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.

If you have not already done so, please register your Canon C300 Mark II Digital Cinema 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.

Posted to: Canon News   Category: Service Advisories
Post Date: 10/15/2015 5:23:06 AM CT   Posted By: Sean
 Wednesday, February 4, 2015

From Nikon:

Thank you for choosing Nikon for your photographic needs.

We have recently confirmed the issue described below with the 1 NIKKOR VR 10-30mm f/3.5-5.6 lens for advanced cameras with interchangeable lenses.

Please be advised of the details of this issue and its countermeasures. Nikon will provide free inspection and service to address this issue as indicated below.

We sincerely apologize for any inconvenience this issue may have caused.

Issue
When the 1 NIKKOR VR 10-30mm f/3.5-5.6 lens is used for an extended period of time, or zoom operations are frequently repeated, proper communication with the camera may not occur, which may cause an error message to be displayed in the camera monitor, and the lens may not function properly.

Applicable product

  • This issue only occurs with the 1 NIKKOR VR 10-30mm f/3.5-5.6
  • This issue does not occur with the 1 NIKKOR VR 10-30mm f/3.5-5.6 PD-ZOOM
  • The image below is of the black 1 NIKKOR VR 10-30mm f/3.5-5.6, but this issue occurs with all color variations of the lens


1 NIKKOR VR 10 30mm f 3.5 5.6 Lens Black Service Advisory 1

Lenses for which countermeasures to resolve this issue have already been applied may be identified by the black dot indicated below.

1 NIKKOR VR 10 30mm f 3.5 5.6 Lens Black Service Advisory 2

Identifying lenses that have already been inspected and/or repaired
Lenses with a black dot at the bottom of the slot for the pin on the camera's lens mount have already been inspected and/or repaired by a Nikon service center.

Service procedure
Nikon service centers will inspect lenses and replace applicable components as needed, free of charge, and provide free shipping regardless of the status of the product warranty. If your lens was previously serviced by Nikon for this issue and you were charged for it by Nikon, please contact Nikon Customer Relations Department as instructed below.

Requesting service

Request Service

Nikon will notify you by email when your 1 NIKKOR VR 10-30mm f/3.5-5.6 Lens has been received at the repair center and upon completion of this service. Lenses will be return shipped free of charge via UPS Ground.

Contact information for inquiries regarding this issue
For more information regarding this matter, contact Nikon Customer Relations by phone at 1-800-Nikon US (1-800-645-6687), 9AM–8PM EST, Monday to Friday (closed certain holidays) or online here.

Posted to: Nikon News   Category: Service Advisories
Post Date: 2/4/2015 7:07:10 AM CT   Posted By: Sean
   
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