Troubleshooting

Responding to Error Messages

Resolve any errors displayed on the camera screen by referring to these examples of corrective actions. When errors occur, the Network lamp lamp on the camera blinks and the error number is shown on the LCD panel. You can also check error details by accessing [Data transfer: Network settings] → [Error description].

Click the following error numbers to jump to the corresponding section.

11 12
21 22 23
41 43 44 45 46 47 48
61 63 64 65 66 67 68 69
71 72 73
81 83
91

11: Connection target not found

  • In the case of [Smartphone], is Camera Connect running?

    • Establish a connection using Camera Connect ().

  • In the case of [EOS Utility], is EOS Utility running?

    • Start EOS Utility and try to connect again ().

  • Are the camera and the access point set to use the same encryption key for authentication?

    • This error occurs if the encryption keys do not match when the authentication method for encryption is [Open system].

      Check upper- and lower-case letters, and make sure the correct encryption key for authentication is set on the camera ().

12: Connection target not found

  • Are the target device and access point turned on?

    • Turn on the target device and access point, then wait a while. If a connection still cannot be established, perform the procedures to establish the connection again.

21: No address assigned by DHCP server

What to check on the camera

  • On the camera, the IP address is set to [Auto setting]. Is this the correct setting?

    • If no DHCP server is used, configure the setting after setting the IP address to [Manual setting] on the camera ().

What to check on the DHCP server

  • Is the power of the DHCP server on?

    • Turn on the DHCP server.

  • Are there enough addresses for assignment by the DHCP server?

    • Increase the number of addresses assigned by the DHCP server.
    • Remove devices assigned addresses by the DHCP server from the network to reduce the number of addresses in use.

  • Is the DHCP server working correctly?

    • Check the DHCP server settings to make sure it is working correctly as a DHCP server.
    • If applicable, ask your network administrator to ensure the DHCP server is available.

What to check on the network as a whole

  • Does your network include a router or similar device that serves as a gateway?

    • If applicable, ask your network administrator for the network gateway address and set it on the camera (, ).
    • Make sure that the gateway address setting is correctly entered on all network devices including the camera.

Note

  • Responding to error messages 21–23

  • Also check the following points when responding to errors numbered 21–23.

    Are the camera and the access point set to use the same password for authentication?

    • This error occurs if the passwords do not match when the authentication method for encryption is set to [Open system]. Check upper- and lower-case letters, and make sure the correct password for authentication is set on the camera ().

22: No response from DNS server

What to check on the camera

  • On the camera, the DNS address is set to [Manual setting]. Is this the correct setting?

    • If no DNS server is used, set the camera's DNS address setting to [Disable] ().

  • On the camera, does the DNS server's IP address setting match the server's actual address?

    • Configure the IP address on the camera to match the actual DNS server address (, ).

What to check on the DNS server

  • Is the power of the DNS server on?

    • Turn on the DNS server.

  • Are the DNS server settings for IP addresses and the corresponding names correct?

    • On the DNS server, make sure IP addresses and the corresponding names are entered correctly.

  • Is the DNS server working correctly?

    • Check the DNS server settings to make sure it is working correctly as a DNS server.
    • If applicable, ask your network administrator to ensure the DNS server is available.

What to check on the network as a whole

  • Does your network include a router or similar device that serves as a gateway?

    • If applicable, ask your network administrator for the network gateway address and set it on the camera (, ).
    • Make sure that the gateway address setting is correctly entered on all network devices including the camera.

23: Device with same IP address exists on selected network

  • Is another device on the camera network using the same IP address as the camera?

    • Change the camera's IP address to avoid using the same address as another device on the network. Otherwise, change the IP address of the device that has a duplicate address.
    • If the camera's IP address is set to [Manual setting] in network environments using a DHCP server, change the setting to [Auto setting] ().

41: Cannot connect to FTP server

What to check on the camera

  • The camera's proxy server setting is [Enable]. Is this the correct setting?

    • If no proxy server is used, set the camera's proxy server setting to [Disable] ().

  • Do the camera's [Address setting] and [Port No.] settings match those of the proxy server?

    • Configure the camera's proxy server address and port number to match those of the proxy server ().

  • Are the camera's proxy server settings correctly set on the DNS server?

    • Make sure the proxy server's [Address] is correctly set on the DNS server.

  • On the camera, does the FTP server's IP address setting match the server's actual address?

    • Configure the IP address on the camera to match the actual FTP server address ().

  • Are the camera and the access point set to use the same encryption key for authentication?

    • This error occurs if the encryption keys do not match when the authentication method for encryption is [Open system].

      Check upper- and lower-case letters, and make sure the correct encryption key for authentication is set on the camera ().

  • On the camera, does the [Port number setting] for the FTP server match the actual port number of the FTP server?

    • Configure the same port number (usually 21 for FTP/FTPS or 22 for SFTP) on the camera and FTP server. Configure the port number on the camera to match the actual FTP server port number ().

  • Are the camera's FTP server settings correctly set on the DNS server?

    • Make sure the FTP server's [Server name] is correctly set on the DNS server. Make sure the [Server name] for the FTP server is correctly set on the camera ().

What to check on the FTP server

  • Is the FTP server working correctly?

    • Configure the computer correctly to function as an FTP server.
    • If applicable, ask your network administrator for the FTP server address and port number, then set them on the camera.

  • Is the FTP server on?

    • Turn on the FTP server. The server may have been turned off because of an energy-saving mode.

  • On the camera, does the FTP server's IP address setting (in [Address]) match the server's actual address?

    • Configure the IP address on the camera to match the actual FTP server address ().

  • Is the FTP server configured to restrict access to only some IP addresses?

    • Check the camera's IP address in [Confirm settings] () and change the FTP server settings.

  • Is a firewall or other security software enabled?

    • Some security software uses a firewall to restrict access to the FTP server. Change the firewall settings to allow access to the FTP server.
    • You may be able to access the FTP server by setting [Passive mode] to [Enable] on the camera ().

  • Are you connecting to the FTP server via a broadband router?

    • Some broadband routers use a firewall to restrict access to the FTP server. Change the firewall settings to allow access to the FTP server.
    • You may be able to access the FTP server by setting [Passive mode] to [Enable] on the camera ().

What to check on the proxy server

  • Is the proxy server on?

    • Turn on the proxy server.

  • Is the proxy server working correctly?

    • Check the proxy server settings to make sure the server is working correctly as a proxy server.
    • If applicable, ask your network administrator for the proxy server's address setting and port number, then set them on the camera.

What to check on the network as a whole

  • Does your network include a router or similar device that serves as a gateway?

    • If applicable, ask your network administrator for the network gateway address and set it on the camera (, ).
    • Make sure that the gateway address setting is correctly entered on all network devices including the camera.

43: Cannot connect to FTP server. Error code received from server.

What to check on the proxy server

  • Is the proxy server on?

    • Turn on the proxy server.

  • Is the proxy server working correctly?

    • Check the proxy server settings to make sure the server is working correctly as a proxy server.
    • If applicable, ask your network administrator for the proxy server's address setting and port number, then set them on the camera.

What to check on the network as a whole

  • Does your network include a router or similar device that serves as a gateway?

    • If applicable, ask your network administrator for the network gateway address and set it on the camera (, ).
    • Make sure that the gateway address setting is correctly entered on all network devices including the camera.

What to check on the FTP server

  • Have you exceeded the maximum number of FTP server connections?

    • Disconnect some network devices from the FTP server or increase the maximum number of connections.

44: Cannot disconnect FTP server. Error code received from server.

  • This error occurs from a failure to disconnect from the FTP server for some reason.

    • Restart the FTP server and camera.

45: Cannot login to FTP server. Error code received from server.

What to check on the camera

  • On the camera, is the [] set correctly?

    • Check the login name for accessing the FTP server. Check upper- and lower-case letters, and make sure the correct login name is set on the camera ().

  • On the camera, is the [Login password] set correctly?

    • Check upper- and lower-case letters, and make sure the correct login password is set on the camera ().

What to check on the FTP server

  • Do the user rights for the FTP server allow reading, writing, and log access?

    • Configure the FTP server's user rights to allow reading, writing, and log access.

  • Is the folder specified as the transfer destination on the FTP server named with ASCII characters?

    • Use ASCII characters for the folder name.

46: For the data session, error code received from FTP server

What to check on the FTP server

  • The connection was terminated by the FTP server.

    • Restart the FTP server.

  • Do the user rights for the FTP server allow reading, writing, and log access?

    • Configure the FTP server's user rights to allow reading, writing, and log access.

  • Do user rights allow access to the target folder on the FTP server?

    • Configure the user rights for access to the target folder on the FTP server to allow saving images from the camera.

  • Is the FTP server on?

    • Turn on the FTP server. The server may have been turned off because of an energy-saving mode.

  • Is the hard disk of the FTP server full?

    • Increase available space on the hard disk.

47: Image file transfer completion not confirmed by FTP server

  • This error occurs from a failure to receive confirmation from the FTP server that image file transfer is complete for some reason.

    • Restart the FTP server and camera and send the images again.

48: Security of the connection to the target server cannot be verified. If you trust this server and connect, set [Trust target server] to [Enable].

  • This error occurs from a failure to confirm security of the target server connection when connecting via FTPS.

    • Confirm that the certificate is set correctly.
    • Change [Trust target server] to [Enable] if you prefer to trust target servers regardless of certificate settings.

61: Selected SSID wireless LAN network not found

  • Are any obstacles blocking the line of sight between the camera and the antenna of the access point?

    • Move the antenna of the access point to a position clearly visible from the point of view of the camera.

What to check on the camera

  • Does the SSID set on the camera match that of the access point?

    • Check the SSID at the access point, then set the same SSID on the camera ().

What to check at the access point

  • Is the access point turned on?

    • Turn on the power of the access point.

  • If filtering by MAC address is active, is the MAC address of the camera in use registered at the access point?

    • Register the MAC address of the camera used to the access point ().

63: Wireless LAN authentication failed

  • Are the camera and the access point set to use the same encryption key for authentication?

    • Check upper- and lower-case letters, and make sure the correct encryption key for authentication is set on the camera ().

  • If filtering by MAC address is active, is the MAC address of the camera in use registered at the access point?

    • Register the MAC address of the camera at the access point. The MAC address can be checked on the [MAC address] screen ().

64: Cannot connect to wireless LAN terminal

  • Are the camera and the access point set to use the same encryption method?

    • The camera supports the following encryption methods: WEP, TKIP, and AES ().

  • If filtering by MAC address is active, is the MAC address of the camera in use registered at the access point?

    • Register the MAC address of the camera used to the access point. The MAC address can be checked on the [MAC address] screen ().

65: Wireless LAN connection lost

  • Are any obstacles blocking the line of sight between the camera and the antenna of the access point?

    • Move the antenna of the access point to a position clearly visible from the point of view of the camera.

  • The wireless LAN connection was lost, for some reason, and the connection cannot be restored.

    • The following are possible reasons: excessive access to the access point from another device, a microwave oven or similar appliance in use nearby (interfering with IEEE 802.11n/g/b (2.4 GHz band)), or influence of rain or high humidity.

66: Incorrect wireless LAN password

  • Are the camera and the access point set to use the same encryption key for authentication?

    • Check upper- and lower-case letters, and make sure the correct encryption key for authentication is set on the camera and access point ().

      Note that if the encryption authentication method is [Open system], an Error 41 is displayed ().

67: Incorrect wireless LAN encryption method

  • Are the camera and the access point set to use the same encryption method?

    • The camera supports the following encryption methods: WEP, TKIP, and AES ().

  • If filtering by MAC address is active, is the MAC address of the camera in use registered at the access point?

    • Register the MAC address of the camera used to the access point. The MAC address can be checked on the [MAC address] screen ().

68: Cannot connect to wireless LAN terminal. Retry from the beginning.

  • Did you hold down the access point's WPS (Wi-Fi Protected Setup) button for the specified period of time?

    • Hold down the WPS button for the period of time specified in the access point's instruction manual.

  • Are you trying to establish a connection near the access point?

    • Try establishing the connection when both devices are within reach of each other.

69: Multiple wireless LAN terminals have been found. Cannot connect. Retry from the beginning.

  • Connection is in progress by other access points in Pushbutton Connection mode (PBC mode) of WPS (Wi-Fi Protected Setup).

    • Wait a while before trying to establish the connection, or try to establish a connection in PIN code connection mode (PIN mode, ()).

71: Cannot connect to receiver camera

  • Are you following the correct procedure to establish the connection with receiver cameras?

    • Operate receiver cameras by following the correct instructions.

  • Are the receiver cameras too far from the sender camera?

    • Bring the receiver cameras closer to the sender camera.

72: Cannot connect to sender camera

  • Are you following the correct procedure to establish the connection with the sender camera?

    • Operate the sender camera by following the correct instructions.

  • Is the sender camera too far from the receiver cameras?

    • Bring the sender camera closer to the receiver cameras.

73: Could not synchronize the time

  • Are you following the correct procedure to establish a connection between the sender and receiver camera?

    • Operate the sender and receiver cameras by following the correct instructions ().

  • Is the sender camera too far from the receiver cameras?

    • Bring the sender and receiver cameras closer together.

81: Wired LAN connection lost

  • Is the LAN cable securely connected?

    • Reconnect the LAN cable between the camera and server. Because the cable may be severed, try using another cable to connect the devices.

  • Is the hub or router on?

    • Turn on the hub or router.

  • Is the server on?

    • Turn on the server. The server may have been turned off because of an energy-saving mode.

83: Network connection terminated due to overheating

  • Communication has temporarily stopped due to high internal camera temperature, and the camera has ended the wired LAN connection.

    • Allow the camera to cool down, as by shading it from direct sunlight. Once the camera has cooled down, the connection will be restored automatically.

91: Other error

  • A problem other than error code number 11 to 83 occurred.

    • Turn the camera's power switch off and on.

Troubleshooting Guide

Troubleshoot camera issues by checking the camera and connected devices as described in this section. If troubleshooting does not resolve the problem, contact a Canon Service Center for product information and advice on product handling.

Cannot transfer images to an FTP server.

  • Set the Live View shooting/movie recording switch to Live View Shooting if you will transfer images to an FTP server after shooting.

    Image transfer is not possible with the Live View shooting/movie shooting switch set to Movies.

Cannot perform linked shooting.

  • When performing linked shooting, set the Live View shooting/movie shooting switch to Live View Shooting.

    Linked shooting is not possible with the Live View shooting/movie shooting switch set to Movies.

The camera heats up, and the transmission rate drops.

  • Continuous wireless operation over an extended period in high temperatures may cause the camera's internal temperature to rise and slow down transfers. Error 83 may be displayed if the camera becomes hotter, and wireless operation may stop ().

Communication Function Precautions

In case of slower transmission, lost connections, choppy image display, or other problems when using communication functions, try the following corrective actions.

  • Access point and antenna installation location

    • When using the camera indoors, install the access point in the same room where you are shooting.
    • Install the device where people or objects do not come between the device and the camera.
    • Install the device higher than the camera.
    • Install the device as close as possible to the camera. In particular, note that during outdoor use in poor weather, rain may absorb radio waves and disrupt the connection.

  • Nearby electronic devices

    If the wireless LAN transmission rate drops due to interference from the following electronic devices, stop using them or establish a connection away from them. Otherwise, switching to a wired LAN can resolve the issue.

    • In IEEE 802.11b/g/n wireless networks, the camera communicates on the 2.4 GHz band. For this reason, the wireless LAN transmission rate may drop if there are nearby Bluetooth devices, microwave ovens, cordless telephones, microphones, smartphones, or similar devices operating on the same frequency band.

Security

If security settings have not been properly set, the following problems may occur.

  • Transmission monitoring

    Third parties with malicious intent may monitor wireless LAN transmissions and attempt to acquire the data you are sending.

  • Unauthorized network access

    Third parties with malicious intent may gain unauthorized access to the network you are using to steal, modify, or destroy information. Additionally, you could fall victim to other types of unauthorized access such as impersonation (where someone assumes an identity to gain access to unauthorized information) or springboard attacks (where someone gains unauthorized access to your network as a springboard to cover their tracks when infiltrating other systems).

It is recommended to make use of the systems and functions to thoroughly secure your network, preventing these types of problems from occurring.

Checking Network Settings

  • Windows

    Open the Windows [Command Prompt], then enter ipconfig/all and press the Enter key. In addition to the IP address assigned to the computer, the subnet mask, gateway, and DNS server information are also displayed.

  • macOS

    In macOS, open the [Terminal] application, enter ifconfig -a, and press the Return key. The IP address assigned to the computer is indicated in the [en0] item next to [inet], in the format “***.***.***.***”.

    For information about the [Terminal] application, refer to the macOS help.

To avoid using the same IP address for the computer and other devices on the network when manually configuring the IP address assigned to the camera (), change the rightmost number.

Example: 192.168.1.10