Troubleshooting Guide

• Power-related problems
• Shooting-related problems
• Problems with wireless features
• Operation problems
• Display problems
• Playback problems
• Sensor cleaning problems
• Computer connection problems

If a problem occurs with the camera, first refer to this Troubleshooting Guide. If this Troubleshooting Guide does not resolve the problem, contact your dealer or nearest Canon Service Center.

Power-related problems

• The included Battery Charger LC-E19 is designed exclusively for Battery Pack LP-E19.
• In case of charging or charger issues, see Charging the Battery.

• Make sure the battery is inserted properly in the camera ().
• Make sure the card slot cover is closed ().
• Charge the battery ().

• If the power is turned off while an image is being recorded to the card, the access lamp will remain on or continue to blink for a few seconds. When the image recording is complete, the power will turn off automatically.

• Do not use any battery packs other than a genuine Canon Battery Pack LP-E19.
• Remove and install the battery again ().
• If the electrical contacts are dirty, use a soft cloth to clean them.

• Use a fully charged battery ().
• The battery performance may have degraded. See [: Battery info.] to check the battery's recharge performance level (). If the battery performance is poor, replace the battery with a new one.

• The number of available shots will decrease with any of the following operations:

  • Pressing the shutter button halfway for a prolonged period.
  • Activating the AF frequently without taking a picture.
  • Using the lens's Image Stabilizer.
  • Using GPS.
  • Using the screen frequently.
  • Continuing Live View shooting or movie recording for a prolonged period.
  • Using the wireless communication functions.

• Auto power off is in effect. To deactivate auto power off, set [: Auto power off] to [Disable] ().
• Even if [: Auto power off] is set to [Disable], the screen still turns off after the camera is left idle for approx. 30 min. (although the camera itself remains on).

Shooting-related problems

• The camera cannot be used with RF, EF-S, or EF-M lenses ().

• Install a charged battery in the camera ().

• Make sure the card is properly inserted ().
• If the card is full, replace the card or delete unnecessary images to make space (, ).
• Shooting is not possible during One-Shot AF when the focus indicator in the viewfinder is blinking, or when the AF point is orange during Live View shooting or movie recording. Press the shutter button halfway again to refocus automatically, or focus manually ().

• If a card error message is displayed, see Inserting/Removing Cards and Error Codes.

• Set [: Mirror lockup] to [Disable].

• Set the lens's focus mode switch to ().
• Press the shutter button gently to prevent camera shake (, ).
• With a lens equipped with an Image Stabilizer, set the Image Stabilizer switch to .
• In low light, the shutter speed may become slow. Use a faster shutter speed (), set a higher ISO speed (), use flash (), or use a tripod.
• See Minimizing Blurred Photos.

• Depending on the lens used, the number of usable AF points, AF point patterns, Area AF frame shape, etc. vary ().

• See Selecting the AF Area and AF Point (Viewfinder Shooting) for details on AF point blinking or illumination when the button is pressed.
• AF points in registered positions are blinking (, ).
• Manually selected AF points (or zones) and registered AF points are displayed (, ).

• Set the AF operation to One-Shot AF (). Shooting with the focus locked is not possible with AI Servo AF/Servo AF ().

• High-speed continuous shooting may be slower depending on the type of power used, the battery level, ambient temperature, ISO speed, flicker reduction, shutter speed, aperture value, state of the aperture during continuous shooting, subject conditions, brightness, type of lens, use of flash, shooting function settings, and other conditions. For details, see Selecting the Drive Mode.

• If you shoot a subject that has fine detail such as a field of grass, the file size will be larger, and the actual maximum burst may be lower than the number listed in Performance Data.

• Estimated maximum burst indicated in the viewfinder does not change when you switch cards, even if you switch to a high-speed card. The maximum burst shown in the table in Performance Data is based on the standard Canon test card, so the faster the card's writing speed, the higher the actual maximum burst will be. For this reason, estimated maximum burst as indicated in the viewfinder may differ from actual maximum burst.

• The minimum speed in the ISO speed range is ISO 200 when [: Highlight tone priority] is set to [Enable] or [Enhanced].

• Check the [ISO speed range] setting under [: ISO speed settings].
• Expanded ISO speeds are not available when [: Highlight tone priority] is set to [Enable] or [Enhanced].
• Expanded ISO speeds are not available when [: HDR shooting ] is set to [Enable].

• Set [: Auto Lighting Optimizer] to [Disable] (). When [Low], [Standard], or [High] is set, even if you set a decreased exposure compensation or flash exposure compensation, the image may come out bright.

• See M: Manual Exposure to set the exposure compensation.
• Exposure compensation is not performed in flash photography.

• Although [Chromatic aberr corr] and [Diffraction correction] are not displayed when [Digital Lens Optimizer] is set to [Enable], both functions are applied in shooting, as when set to [Enable].
• During movie recording, [Digital Lens Optimizer] or [Distortion correction] will not be displayed.

• When [On:ContShtng] is set, images are not displayed for review after capture, and image playback is not available ().

• To provide suitable exposure for subjects and backgrounds, the shutter speed is automatically reduced (slow-sync shooting) for shots under low light in night scenes or with similar backgrounds. To prevent a slow shutter speed, set [Flash sync. speed in Av mode] in [: External Speedlite control] to [1/250-1/60sec. auto] or [1/250 sec. (fixed)] ().

• Make sure the flash unit (or sync cord) is securely attached to the camera.
• When using flash in Live View shooting, set [: Shutter mode] to an option other than [Electronic] ().

• Flash units other than EL/EX series Speedlites used in autoflash mode always fire at full output ().
• When the flash Custom Function setting for [Flash metering mode] is set to [TTL flash metering] (autoflash), the flash will always fire at full output ().

• If flash exposure compensation is already set with the Speedlite, flash exposure compensation cannot be set with the camera. When the external Speedlite's flash exposure compensation is canceled (set to 0), flash exposure compensation can be set with the camera.

• Set [Flash sync. speed in Av mode] in [: External Speedlite control] to [Auto] ().

• Set [: Live View shoot.] to [Enable].

• It indicates that the camera's internal temperature is high. Image quality of still photos may be worse when a white [] icon is displayed. If the red [] icon is displayed, it indicates that the Live View shooting will soon stop automatically ().

• It indicates that the camera's internal temperature is high. If the red [] icon is displayed, it indicates that the movie recording will soon stop automatically ().

• If the card's writing speed is slow, movie recording may stop automatically. For cards that can record movies, see Performance Data. To find out the card's writing speed, refer to the card manufacturer's website, etc.
• Perform low-level formatting to initialize the card if the card's writing or reading speed seems slow ().
• Recording stops automatically once your movie reaches 29 min. 59 sec. (or 7 min. 29 sec. for a High Frame Rate movie).

• ISO speed is set automatically in // recording mode. In mode, you can manually set the ISO speed ().
• The minimum speed in the ISO speed range is ISO 200 when [: Highlight tone priority] is set to [Enable] or [Enhanced].

• Check the [ISO speed range] setting under [: ISO speed settings].
• Expanded ISO speeds are not available when [: Highlight tone priority] is set to [Enable] or [Enhanced].
• Expanded ISO speeds are not available when the camera is set for RAW movies.

• If you change the shutter speed or aperture value during movie recording, the changes in the exposure may be recorded.
• Recording a few test movies is recommended if you intend to perform zooming during movie recording. Zooming as you record movies may cause exposure changes or lens sounds to be recorded, an uneven audio level, inaccurate lens aberration correction, or loss of focus.

• Flickering, horizontal stripes (noise), or irregular exposures can be caused by fluorescent lighting, LED lighting, or other light sources during movie recording. Also, changes in the exposure (brightness) or color tone may be recorded. In or mode, using a slower shutter speed may reduce the problem.

• If you move the camera to the left or right (panning) or shoot a moving subject, the image may look distorted.

• Sound is not recorded in High Frame Rate movies.

• Time codes are not added when you record High Frame Rate movies with [Count up] in [: Time code] set to [Free run] (). Additionally, no time code is added to HDMI video output ().

• Time codes in High Frame Rate recording advance 4 sec. per second ().

• Still photos cannot be taken during movie recording. To take still photos, stop the movie recording and perform viewfinder shooting or Live View shooting.

Problems with wireless features

• Use a smartphone compliant with Bluetooth Specification Version 4.1 or later.
• Turn on Bluetooth from the smartphone settings screen.
• Pairing with the camera is not possible from the smartphone's Bluetooth settings screen. Install the dedicated app Camera Connect (free of charge) on the smartphone ().
• Pairing with a previously paired smartphone is not possible if pairing information registered for another camera remains on the smartphone. In this case, remove the camera's registration retained in the Bluetooth settings on the smartphone and try pairing again ().

• If the camera is connected to a computer or another device with an interface cable, Wi-Fi functions cannot be set. Disconnect the interface cable before setting any functions.

• Other devices, such as computers, cannot be used with the camera by connecting them with an interface cable while the camera is connected to devices via Wi-Fi. Terminate the Wi-Fi connection before connecting the interface cable.

• With a Wi-Fi connection established, operations such as shooting and playback may not be possible. Terminate the Wi-Fi connection, then perform the operation.

• Even with a combination of the same camera and smartphone, if you have changed the settings or selected a different setting, reconnection may not be established even after selecting the same SSID. In this case, delete the camera connection settings from the Wi-Fi settings on the smartphone and set up a connection again.
• A connection may not be established if Camera Connect is running when you reconfigure connection settings. In this case, quit Camera Connect for a moment and then restart it.

Operation problems

• Separate settings are retained for use when shooting still photos and recording movies.

• Set the power switch to ().
• Check the [6: Multi function lock] setting ().

• Set the vertical-grip On/Off switch to ().
• Set [7: Smart controller] to [Enable] ().

• Make sure [: Touch control] is set to [Standard] or [Sensitive] ().

• Check the [6: Custom Controls] setting ().

Display problems

• [Menu display] on the [] tab is set to [Display from My Menu tab] or [Display only My Menu tab]. Set [Normal display] ().

• Set [: Color space] to [sRGB]. If [Adobe RGB] is set, the first character will be an underscore ().

• [: File name] is set to [*** + image size]. Select either the camera's unique file name or the file name registered in User setting 1 ().

• If the card already contains recorded images, the image number may not start from 0001 ().

• Make sure the correct date and time are set ().
• Check the time zone and daylight saving time ().

• The shooting date and time do not appear in the image. The date and time are recorded in the image data as shooting information. When printing, you can imprint the date and time in the picture, using the date and time recorded in the shooting information ().

• If the number of images recorded on the card exceeds the number the camera can display, [###] will be displayed.

• If the screen is dirty, use a soft cloth to clean it.
• The screen display may seem slightly slow in low temperatures or may look black in high temperatures, but it will return to normal at room temperature.

Playback problems

• [: Highlight alert] is set to [Enable] ().

• [: AF point disp.] is set to [Enable] ().

• AF points are not displayed in playback of cropped images.

• If the image is protected, it cannot be erased ().

• The camera may not be able to play back images taken with another camera.
• Movies edited with a computer cannot be played back with the camera.

• The images have been filtered for playback with [: Set image search conditions] (). Clear the image search conditions.

• If AF operations are performed or you control the camera or lens during movie recording, the camera's built-in microphone may also record mechanical sounds of the lens or sounds of camera/lens operations. In this case, using an external microphone may reduce these sounds. If the sounds are still distracting with an external microphone, it may be more effective to remove the external microphone from the camera and position it away from the camera and lens.

• Extended movie playback or movie playback under high ambient temperature may cause the camera's internal temperature to rise, and movie playback may stop automatically.

  If this happens, playback is disabled until the camera's internal temperature decreases, so turn off the power and let the camera cool down a while.

• Significant change in the exposure level during Program AE recording may cause recording to stop momentarily until the brightness stabilizes. In such a case, shoot in the mode ().

• High Frame Rate movies are recorded at 29.97 fps or 25.00 fps, so they are played in slow motion at 1/4 speed.

• Make sure [: Video system] is set to [For NTSC] or [For PAL] correctly for the video system of your television.
• Make sure the HDMI cable's plug is inserted all the way in ().

• CFexpress cards may not be correctly recognized by some card readers or in some operating systems. In this case, connect the camera to the computer with the interface cable, then import the images to the computer using EOS Utility (EOS software, ).

• JPEG images, RAW images, images captured with [: HDR shooting ] in [: HDR PQ settings] set to [Enable], and frame-grab images from 4K movies saved as still photos cannot be resized with the camera ().
• RAW images, images captured with [: HDR shooting ] in [: HDR PQ settings] set to [Enable], and frame-grab images from 4K movies saved as still photos cannot be cropped with the camera ().

• White, red, or blue dots of light may appear in captured images if the sensor is affected by cosmic rays or similar factors. Their appearance may be reduced by performing [Clean now] under [: Sensor cleaning] ().

Sensor cleaning problems

• Although there is a mechanical sound from the shutter during cleaning after [Clean now] is selected, no image is recorded to the card ().

• If you repeatedly turn the power switch and within a short time period, the icon may not be displayed ().

Computer connection problems

• Install EOS Utility (EOS software) on the computer ().
• Make sure the main EOS Utility window is displayed.
• If the camera is already connected via Wi-Fi, it cannot communicate with any computer connected with an interface cable.
• Check the version of the application.