Troubleshooting Guide

• Power-related problems
• Shooting-related problems
• Communication problems
• 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.

• For safety, hot or cold batteries inserted in the charger are not charged, and the lamp remains off. In this case, let the battery adjust to the ambient temperature before attempting to charge it again. 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.
• If batteries are hot or cold, the access lamp blinks in green and a protective circuit stops charging. In this case, let the battery adjust to the ambient temperature before attempting to charge it again.

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

• Check the battery compartment. The camera cannot be powered without a battery pack.
• Check the remaining battery level. When batteries are depleted, the adapter charges them. In this case, power is not supplied to the camera.

• 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 ().

• Drive noise may be audible from 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 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.

• 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 see File Size/Number of Shots Available and Maximum Burst for still photos.

• 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 File Size/Number of Shots Available and Maximum Burst for still photos.

• 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 File Size/Number of Shots Available and Maximum Burst for still photos 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.

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

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

• 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 (PQ)] is set to [HDR PQ].
• 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/*-1/60sec. auto]*1 or [1/* sec. (fixed)]*1 ().

1: The value of “1/*” varies depending on current settings.

• 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 [Flash metering mode] in [Flash C.Fn settings] for [: External Speedlite control] is set to [TTL flash metering] (autoflash), the flash always fires 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/* sec. (fixed)]*1 ().

1: The value of “1/*” varies depending on current settings.

• 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.

• Indicates that the camera's internal temperature is high. For details, see Warning Indicator Display in Movie Recording.

• If the card's writing speed is slow, movie recording may stop automatically. For details on cards that can record movies, see Estimated recording time, movie bit rate, file size, and 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 at 6 hr.

• In High Frame Rate movie recording, recording stops automatically at the following times.

  • Set to 119.88/100.00 fps: 1 hr. 30 min.
  • Set to 239.76/200.00 fps: 45 min.

• 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.

• 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] ().
• In movie recording, time codes can be added to HDMI video output by setting [Time code] to [On] in the [HDMI] setting for [: Time code] ().

• Time codes in High Frame Rate movie recording advance as follows per second ().

  • Set to 119.88/100.00 fps: 4 sec.
  • Set to 239.76/200.00 fps: 8 sec.

• 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.
• Reducing the movie recording size may enable recording.

• Format (initialize) the card with this camera ().
• Two cards are required for movie recording when [: Dual shooting (still&movie)] is set to [On]. Either set [: Dual shooting (still&movie)] to [Off] or insert both card 1 and 2.

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

• If you shake the camera with the power switch set to , the Image Stabilizer system will shift and make a sound. This is not a malfunction.

Communication problems

• 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 Camera Connect app (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 the app you are connecting to is running when you reconfigure connection settings. In this case, quit the app 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 to release the multi-function lock ().
• Check the [: Multi function lock] setting ().

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

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

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

• Check settings on the [] tab (Control customization, ).
• In movie recording, check the [: Shutter btn function for movies] setting ().

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 ().

• [Stills] in [: File name] is set to [*** + image size]. Select either the [Preset code] file name or the file name registered in [User setting1] ().

• 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. It will return to normal at room temperature.

Playback problems

• It may take a moment before images are displayed on the screen after you press the button. It may help to set [Screen dimmer] in [: Power saving] to [Disable].

• [: 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:

  • 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.

• 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. 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 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 as follows.

  • Set to 119.88/100.00 fps: Slow motion playback at 1/4 speed
  • Set to 239.76/200.00 fps: Slow motion playback at 1/8 speed

• Make sure [: System frequency] is set to [59.94Hz:NTSC] or [50.00Hz:PAL] correctly for the video system of your television.
• Make sure the HDMI cable's plug is inserted all the way in ().

• 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.

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.