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

• If the battery's remaining capacity () is 94% or higher, the battery will not be charged.
• Do not use any battery packs other than a genuine Canon Battery Pack LP-E17.

• 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. Detach and reattach the battery to the charger. Wait a few minutes, then reconnect the power plug to the power outlet. If the problem persists, contact your dealer or 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.

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

• 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-E17.
• 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 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. If you do not want auto power off to take effect, set [: Auto power off] to [Disable] ().
• Even if [: Auto power off] is set to [Disable], the screen will still turn off after the camera is left idle for approx. 30 min. (The camera's power does not turn off.)

Shooting-related problems

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

• Install a charged battery in the camera ().

• 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 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 Removal.

• 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 [10: Mirror lockup] in [: Custom Functions(C.Fn)] to [0: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.

• The number of available AF points, the focusing patterns, and the Area AF frame shape vary by lens.

• For details on AF points lighting up or blinking when you press the or button, see Meaning of Lit or Blinking AF Points.

• The AF points light up in red when you shoot under low light or when focus is achieved on a dark subject.
• In the , , , or mode, you can set whether to have the AF points light up in red for when focus is achieved ().

• Set the AF operation to One-Shot AF. Focus lock is not possible in the AI Servo AF/Servo AF mode and when servo takes effect in AI Focus AF mode (, ).

• The continuous shooting speed for high-speed continuous shooting may be lower, depending on conditions such as these: temperature, battery level, flicker reduction, shutter speed, aperture value, subject conditions, brightness, AF operation, type of lens, live view shooting, use of flash, and shooting settings, etc. For details, see 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 Still photo file size / Number of possible shots / Maximum burst for continuous shooting.

• The maximum burst displayed does not change when you switch cards, even if you switch to a high-speed card. The maximum burst shown in the table on Still photo file size / Number of possible shots / Maximum burst for continuous shooting is based on Canon's testing card. (The faster the card's writing speed, the higher the actual maximum burst will be.) For this reason, the maximum burst displayed may differ from the actual maximum burst.

• 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 Exposure Compensation with ISO Auto to set the exposure compensation.

• 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], [Diffraction correction], or [Distortion correction] will not be displayed.

• Shooting with the flash may be temporarily disabled to protect the flash head if the built-in flash is used repeatedly over a short period.

• Make sure the external Speedlite is securely attached to the camera.

• If you use a flash unit other than an EL/EX series Speedlite, the flash will always fire at full output ().
• The flash always fires at full output when [Flash metering mode] in external flash Custom Function settings is set to [TTL flash metering] (autoflash) ().

• If flash exposure compensation is set with the external Speedlite, compensation amount 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.

• When taking still photos, set the drive mode to or (). When recording movies, 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 Wireless Remote Control BR-E1.
• To use a remote control for time-lapse movie recording, see Time-Lapse Movies.

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

• If you use flash with Live View shooting, the shutter will make two release sounds each time you shoot.

• The electronic level is not displayed in Live View shooting when the AF method is set to [+Tracking].

• 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 ().

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

• 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 Card performance requirements. To find out the card's writing speed, refer to the card manufacturer's website, etc.
• If you record a movie for 29 min. 59 sec., the movie recording will stop automatically.

• In shooting modes other than , the ISO speed is set automatically. In mode, you can manually set the ISO speed ().

• [ISO speed] in [: ISO speed settings] () applies to viewfinder shooting and Live View shooting, and [ISO speed] in [: ISO speed settings] () applies to movie recording.

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

• 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, 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.

• 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 ().
• A previously paired smartphone cannot be paired with the camera again if the camera's registration is retained 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

• Press the button to unlock the controls ().
• Check the [: Multi function lock] setting ().

• Make sure [: Touch control] is set to [Standard] or [Sensitive] ().
• Check the [: Multi function lock] setting ().

• Check these settings: [: Switch /button], as well as [AF area selection method] and [Custom Controls] in [: Custom Functions(C.Fn)] (, ).
• For movie recording, check the [Shutter btn function for movies] setting (, ).

Display problems

• Certain tabs and options do not appear in Basic Zone or for Live View shooting and movie recording.

• [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 ().

• It is a movie file ().

• 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.

• In low temperatures, the display speed of the AF points may become slower due to the AF point display device's (liquid crystal) characteristics. The display speed will return to normal at room temperature.

• 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

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

• The AF points are not displayed when the following types of images are played back:

  • Images taken in :   mode.
  • Images taken in :     mode.
  • Images taken with Multi Shot Noise Reduction applied.
  • 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 will also record mechanical sounds of the lens or sounds of camera/lens operations if AF operations are performed or the camera 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 ().

• If there is a drastic change in the exposure level during autoexposure movie recording, the recording will stop momentarily until the brightness stabilizes. In such a case, shoot in the mode ().

• 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, either connect the camera to a computer with an interface cable (sold separately) and use EOS Utility (EOS software, ) or connect the camera to a computer via Wi-Fi () to import the images on the camera.

• With this camera, you cannot resize JPEG and RAW images ().

• With this camera, you cannot crop RAW images ().

• 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

• Under [: Sensor cleaning], when you select [Clean now], the shutter will make a mechanical sound during the cleaning, but no picture will be 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 ().
• If the camera is already connected via Wi-Fi, it cannot communicate with any computer connected with an interface cable (sold separately).

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