Troubleshooting Guide

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

If a problem occurs with the camera, first refer to this Troubleshooting Guide. If this Troubleshooting Guide does not resolve the problem, take the camera to the 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.

• If (1) the battery charger or battery has a problem or (2) communication with the battery failed (with a non-Canon battery pack), the protection circuit will stop charging, and the charge lamp will blink in orange at a constant high speed. In the case of (1), unplug the charger's power plug from the power outlet, reattach the battery, wait a few minutes, and then reconnect the power plug to the power outlet. If the problem persists, take the camera to the nearest Canon Service Center.

• If the internal temperature of the battery attached to the charger is high, the charger will not charge the battery for safety reasons (lamp off). During charging, if the battery's temperature becomes high for any reason, charging will stop automatically (lamp blinks). When the battery temperature goes down, charging will resume automatically.

• Batteries are not charged while the camera power switch is set to . However, batteries are charged during auto power off.
• Operating the camera will stop charging in progress.

• In case of charging problems, the access lamp blinks in green and a protective circuit stops charging. In this case, unplug the power cord, reattach the battery, and wait a few minutes before plugging it in again. If the problem persists, take the camera to the nearest Canon Service Center.

• Try unplugging the USB power adapter and plugging it in again.

• 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 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 GPS
  • Using the lens's Image Stabilizer
  • Using the wireless communication functions
  • Using accessories compatible with the multi-function shoe

• Auto power off is in effect. To deactivate auto power off, set [Auto power off] in [: Power saving] to [Disable] ().
• Even if [Auto power off] is set to [Disable], the screen and viewfinder will still turn off after the camera is left idle for the time set in [Screen off] or [Viewfinder off] (although the camera itself remains on).

Shooting-related problems

• To attach EF or EF-S lenses, you will need a mount adapter. The camera cannot be used with EF-M lenses ().

• Make sure the card is properly inserted ().
• Slide the card's write-protect switch to the Write/Erase setting ().
• If the card is full, replace the card or delete unnecessary images to make space (, ).
• Shooting is not possible if the AF point turns orange when you attempt to focus. 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.

• Since SDXC cards are formatted in exFAT, if you format a card with this camera and then insert it into another camera, an error may be displayed and it may not be possible to use the card.

• Set the lens's focus mode switch to (). For lenses without a focus mode switch, set [: Focus mode] 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.

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

• High-speed continuous shooting may be slower depending on the battery level, ambient temperature, flickering light, shutter speed, aperture value, subject conditions, brightness, AF operation, type of lens, use of flash, shooting settings, and other conditions. For details, see Selecting the Drive Mode or Still photo file size / Number of possible shots / Maximum burst for continuous shooting.

• Shooting intricate subjects such as fields of grass may result in larger file sizes, and the actual maximum burst may be lower than the guidelines in Still photo file size / Number of possible shots / Maximum burst for continuous shooting.

• Estimated maximum burst indicated in the viewfinder does not change when you switch cards, even if you switch to a high-speed card. Maximum burst listed in Still photo file size / Number of possible shots / Maximum burst for continuous shooting is based on the standard Canon test card, and the actual maximum burst is higher for cards with faster writing speeds. For this reason, estimated maximum burst may differ from actual maximum burst.

• Refer to the high-speed display requirements in High-Speed Display.

• / image quality options are not available when [1.6x (crop)] is set, or with RF-S or EF-S lenses.

• Aspect ratios cannot be set for RF-S or EF-S lenses ([1.6x (crop)] is set automatically).
• Aspect ratios cannot be set when [: Add cropping information] is set to an option other than [Disable].

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

• 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].
• Check the [ISO speed range] setting under [: ISO speed settings].

• 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.

• With [Digital Lens Optimizer] set to [Standard] or [High], [Chromatic aberr corr] and [Diffraction correction] are not displayed, but they are both set to [Enable] for shooting.
• [Digital Lens Optimizer] is not displayed in movie recording.

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

• Set [Slow synchro] in [: External Speedlite control] to [1/200-1/60sec. auto] (or [1/250-1/60sec. auto]) or [1/200 sec. (fixed)] (or [1/250 sec. (fixed)]) ().

• Make sure any flash units are securely attached to the camera.

• 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 Speedlite's flash exposure compensation is canceled (set to 0), flash exposure compensation can be set with the camera.

• Set [Slow synchro] in [: External Speedlite control] to an option other than [1/200 sec. (fixed)] (or [1/250 sec. (fixed)]) ().

• In still photo shooting, set the drive mode to [] or [] (). In movie recording, set [: Remote control] to [Enable] ().
• Check the position of the remote control's release timing switch.
• If you are using Wireless Remote Control BR-E1, see Remote Control Shooting or Connecting to a Wireless Remote Control.
• To use a remote control for time-lapse movie recording, see Time-Lapse Movies.

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

• Indicates that the camera's internal temperature is high. A red [] icon will be displayed if you continue recording while [] is displayed. If this condition continues, movie recording will automatically stop, and you will be unable to record movies or shoot still photos until the camera has cooled down.

• If the card's writing speed is slow, movie recording may stop automatically. For details on cards that can record movies, see Card performance requirements. 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 ().
• Movie recording stops automatically if you record a high frame rate movie for 89 min. 29 sec.

• 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].

• 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, 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 [] mode, using a slower shutter speed may reduce the problem. The problem may be more noticeable in time-lapse movie recording.

• If you move the camera to the left or right (panning) or shoot a moving subject, the image may look distorted. The problem may be more noticeable in time-lapse movie recording.

• 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 ().

• Count-up of time codes during High Frame Rate movie recording is based on 29.97/25.00 fps ().

• Still photos cannot be taken during movie recording. To shoot still photos, stop recording the movie, then select a shooting mode for still photos.

• It may not be possible to record movies during still photo shooting if operations such as extended image display increase the camera's internal temperature. Turn off the camera or take other measures, and wait until the camera cools down.
• Lowering the [] movie recording quality may enable movie recording.

• Format (initialize) the card with this camera ().
• Use an SDXC card as card [].

• Image stabilization by the camera may make the camera seem to vibrate. This does not indicate damage.

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 ().

• 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/multi-function lock switch to and release the multi-function lock ().
• Check the [: Multi function lock] setting ().

• Set [: Smart controller] to [Enable] or [Disable vertical only].

• Set [: Smart controller] to [Enable].
• Set [: Vertical shooting controls] to [On] or [Disable using lock].

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

• In movie recording, check the [: Shutter btn function for movies] setting ().
• Check the [: Customize buttons] and [: Customize dials] settings ().

Display problems

• Tabs and items on the menu screen vary for still photos and movies.

• [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 you print photos, this information can be used to include the date and time ().

• 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 when the following types of images are played back:

  • Images taken with Multi Shot Noise Reduction applied.
  • Cropped images.
  • Images from HDR shooting with [Auto Image Align] set to [Enable].

• 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.

• The camera's built-in microphone may also record mechanical sounds of the lens or sounds of camera/lens operations if AF operations are performed or the camera or lens is operated during movie recording. If so, it may help reduce these sounds if you use an external microphone equipped with an output plug 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 autoexposure movie recording may cause recording to stop momentarily until the brightness stabilizes. In this case, record in [] mode ().

• Because High Frame Rate movies are recorded as 29.97/25.00 fps movies, they are played back in slow motion.

• 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 ().

• If the movie file size reaches 4 GB, another movie file will be created automatically (). However, if you use an SDXC card formatted with the camera, you can record a movie in a single file even if it exceeds 4 GB.

• Depending on the card reader used and the computer's operating system, SDXC cards may not be correctly recognized. 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, ).

• This camera cannot resize JPEG images, RAW images, or frame-grab images from 4K movies saved as still photos ().
• This camera cannot crop RAW images or frame-grab images from 4K movies saved as still photos ().

• 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 ().

• Repeatedly turning the power switch and within a short period may prevent the [] icon from being displayed ().

Computer connection problems

• Install EOS Utility (EOS software) on the computer ().
• Make sure the main EOS Utility window is displayed.
• Check the version of the application.

• When using EOS Utility (EOS software), set [: Time-lapse movie] to [Disable] ().

Problems with the multi-function shoe

• If [Communication error Reattach accessory] is displayed, reattach the accessory. In case this message is displayed again after reattachment, make sure the terminals of the multi-function shoe and accessory are clean and dry. If you cannot remove the dirt or moisture, contact a Canon Service Center.
• If [Accessory unavailable status] is displayed, check the terminals of the multi-function shoe and accessory and make sure the accessory is not damaged.

• The camera USB port is not available while Multi-Function Shoe Adapter for Smartphone Link AD-P1 is in use. To use the camera USB port, disconnect AD-P1.