Troubleshooting Guide

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

Cannot charge the camera.

The camera is not activated even when turned on.

  • Make sure the card is properly inserted ().
  • Charge the camera ().

Battery life does not last long.

  • Using the camera when it is fully charged is recommended ().
  • If the camera cannot be used long even after full charging, it is time to replace the battery. Contact a Canon Service Center.

Camera operation is unstable, or buttons are unresponsive.

  • An internal error may have occurred. Force the camera off by holding down the Power button on the camera body for about 8 sec. Wait a while before restarting the camera by pressing the Power button.

Shooting-related problems

No images can be shot or recorded.

  • Make sure the card is properly inserted ().
  • If the card is full, switch to a card with free space, or delete unneeded images (, ).

The card cannot be used.

Movie recording stops by itself.

  • If the card's writing speed is slow, movie recording may stop automatically. For cards that can record movies, see Specifications. To find out the card's writing speed, refer to the card manufacturer's website, etc.
  • Movie recording stops automatically at 29 min. and 59 sec.
  • Movie recording in progress during auto shooting will end automatically when a voice command is detected.
  • When the camera's internal temperature rises, automatic shooting stops and the camera may turn off. Leave the camera off and allow its internal temperature to cool down before attempting to turn it on again.

Video or audio disturbances occur during movie recording.

  • If you lift the camera or record a moving subject during recording, sounds created by those movements may be recorded to the movie. Also, zooming as you record movies may cause exposure changes or lens sounds to be recorded, inaccurate lens aberration correction, or loss of focus.
  • If the terminal cover comes in contact with the moving parts of the camera, any sound created by that contact may be recorded to the movie. For this reason, do not allow the terminal cover to come in contact with moving parts of the camera.

The image flickers or horizontal stripes appear during movie recording.

  • 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.

The subject looks distorted during movie recording.

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

Captured images are blurry.

  • Make sure the dome cover is free of smudges or dust and not fogged up. Clean the camera as described in Handling Precautions: Camera Care (). For stubborn dirt, contact a Canon Service Center.

Problems with wireless features

Cannot pair with a smartphone.

  • 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. Start Connect App for Mini PTZ Cam installed on the smartphone to pair the devices.
  • Only one smartphone can be connected to the camera. To connect a different smartphone, reset camera communication settings before pairing the other smartphone ().
  • When using Connect App for Mini PTZ Cam to reset communication settings, clear the Bluetooth settings information on the smartphone settings screen. After this, try pairing the devices again.
  • Pairing is not possible with the camera connected to a computer via USB. Pair the devices with the interface cable disconnected from the computer.

Cannot reconnect from a smartphone.

  • You can only connect to one camera at a time from your smartphone. To connect a paired smartphone with another camera, use [Clear communication settings with the camera] () in [Other Settings] to clear the smartphone communication settings, then attempt pairing again. Otherwise, start Connect App for Mini PTZ Cam, clear the smartphone communication settings by following the instructions in a message that appears 60 seconds after the app starts up, then attempt pairing again.
  • Reconnecting is not possible if you have unintentionally reset the camera's communication settings, as by pressing a button by mistake. Start Connect App for Mini PTZ Cam and clear the smartphone communication settings in accordance with the message that appears 60 seconds after the app has been started. Once cleared, attempt pairing again.
  • Make sure the smartphone OS is up to date. Updating to the latest version may be helpful.

Playback problems

The file numbering does not start from 0001.

  • File numbering may not start from 0001 if there are already images on the card.

The shooting date and time recorded are incorrect.

  • The smartphone's date and time are set on the camera when the devices are connected. Make sure the correct date and time are set on the smartphone.

Still photos and movies cannot be played back.

  • Playback is not possible for images captured with another camera.

Sounds of camera operations are audible during movie playback.

  • If you perform camera operations during movie recording, the camera's built-in microphone may also record sounds of lens operations.