Troubleshooting the EOS R

Article ID: ART173833

Date published: 03/07/2019

Date last updated: 03/07/2019

Description

Solution

Troubleshooting
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

Batteries cannot be charged with the charger.
	If the battery's remaining capacity is 94% or higher, the battery will not be recharged.
	Do not use any battery other than genuine Canon Battery Pack LP-E6N/LP-E6.
The charger's lamp blinks at high speed.
	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.
The charger's lamp does not blink.
	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 cannot be charged with the USB power adapter (sold seperately).
	Batteries are not charged while the camera's power switch is set to <ON>.
	Note that Battery Pack LP-E6 cannot be charged this way.
	If the battery's remaining capacity is approx. 90% or higher, the battery will not be recharged.
	Operating the camera will stop charging in progress.
	When using a battery grip, insert the USB power adapter plug fully into the battery grip terminal to charge the batteries.
The access lamp blinks during charging with the USB power adapter.
	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, contact your dealer or nearest Canon Service Center.
The access lamp is not lit during charging with the USB power adapter.
	Try unplugging the USB power adapter and plugging it in again.
The camera is not activated even when the power switch is set to <ON>.
	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.
The access lamp still lights or blinks even when the power switch is set to <OFF>.
	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.
[Does this battery/do these batteries display the Canon logo?] is displayed.
	Do not use any battery packs other than a genuine Canon Battery Pack LP-E6N/LP-E6.
	Remove and install the battery again.
	If the electrical contacts are dirty, use a soft cloth to clean them.
The battery becomes exhausted quickly.
	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 possible 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 Stabilization. Using the Wi-Fi/Bluetooth (wireless communication) function.
The camera turns off by itself.
	Auto power off is in effect. To activate auto power off, set [Auto power off] under [: 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 [Display off] and [Viewfinder off], but the camera will remain on.
	Set [: Eco mode] to [Off].

Shooting-Related Problems

The lens cannot be attached.
	To attach EF or EF-S lenses, you will need a mount adapter. The camera cannot be used with EF-M lenses.
No images can be shot or recorded.
	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.
The card cannot be used.
	If a card error message is displayed, see page 46 of the EOS R Advanced User Guide or CLICK HERE to access the article on Error Codes.
An error message is displayed when the card is inserted in another camera.
	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.
The image is out of focus or blurred.
	Set the lens's focus mode switch to <AF>.
	Press the shutter button gently to prevent camera shake.
	With a lens equipped with an Image Stabilizer, set the IS switch to <ON>.
	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" on page 124 of the EOS R Advanced User Guide.
I cannot lock the focus and recompose the shot.
	Set the AF operation to One-Shot AF. Shooting with the focus locked is not possible with Servo AF.
The continuous shooting speed is slow.
	The continuous shooting speed for high-speed continuous shooting may be lower, depending on conditions such as these: battery level, temperature, flicker reduction, Dual Pixel RAW shooting, Silent LV shooting, shutter speed, aperture, subject conditions, brightness, AF operation, type of lens, use of flash, and shooting settings.
The maximum burst during continuous shooting is lower.
	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 the specifications.
Even after I change the card, the maximum burst displayed for continuous shooting does not change.
	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 specifications 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 doffer from the actual maximum burst.
High-speed display is not available during high-speed continuous shooting.
	Refer to the high-speed display requirements on page 149 of the EOS R Advanced User Guide.
Some image quality options are not available with cropped shooting.
	image quality options are not available when [1.6x (crop)] is set, or with EF-S lenses.
The aspect ratio cannot be set.
	With EF-S lenses, [1.6x (crop)] is set automatically, and no other aspect ratios are available.
	Aspect ratios cannot be set when [5: Add cropping information] is set to an option other than [Off].
ISO 100 cannot be set. ISO speed expansion cannot be selected.
	Check the [ISO speed range] setting under [3: ISO speed settings].
	When [3: Highlight tone priority] is set to [Enable] or [Enhanced], the available ISO speed range is ISO 200-40000 for still photo shooting. Even if you set [ISO speed range] under [: ISO speed settings] to expand the setting range, you cannot select L (equivalent to ISO 50), H1 (equivalent to ISO 51200), or H2 (equivalent to ISO 102400). When [3: Highlight tone priority] is set to [Disable], you can set ISO 100/125/160, L, or H1/H2.
Even if I set a decreased exposure compensation, the image comes out bright.
	Set [3: 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.
I cannot set the exposure compensation when both manual exposure and ISO Auto are set.
	See page 139 of the EOS R Advanced User Guide to set the exposure compensation.
Not all the lens aberration correction options are displayed.
	Enabling [Digital Lens Optimizer] corrects both chromatic aberration and diffraction, although these options are not displayed.
	During movie recording, [Digital Lens Optimizer] or [Diffraction correction] will not be displayed.
Using flash in <Av> or <P> mode lowers the shutter speed.
	Under [2: External Speedlite control], set [Slow synchro] to [1/200-1/60sec. auto] or [1/200 sec. (fixed)].
The flash does not fire.
	Make sure the flash is securely attached to the camera.
The flash always fires at full output.
	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] (autoflash), the flash will always fire at full output.
Flash exposure compensation cannot be set.
	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.
High-speed sync cannot be set in <Av> or <P> mode.
	Under [2: External Speedlite control], set [Slow synchro] to [1/200-30sec. auto] or [1/200-1/60sec. auto].
Remote control shooting is not possible.
	When taking still photos, set the drive mode to <> or <>. When recording movies, set [2: 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 page 174 or page 408 of the EOS R Advanced User Guide.
	To use a remote control for time-lapse movie recording, see page 235 of the EOS R Advanced User Guide.
A white or red icon is displayed during shooting.
	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 a red <> icon is displayed, it indicates that shooting will soon stop automatically.
during movie recording, the red icon is displayed.
	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.
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 this article.
	Recording stops automatically once your movie reaches 29 min. 59 sec. (or 7 min. 29 sec. for a High Frame Rate movie).
The ISO speed cannot be set for movie recording.
	In shooting modes other than [], the ISO speed is set automatically. In [] mode, you can manually set the ISO speed.
ISO 100 cannot be set or ISO speed expansion cannot be selected during movie shooting.
	Check the [ISO speed range] and [Range for ] setting under [3: ISO speed settings].
	When [3: Highlight tone priority] is set to [Enable], the available ISO speed range starts at ISO 200. Expanded ISO speed cannot be selected even if you set an expanded range for [ISO speed range] or [Range for ] under [3: ISO speed settings]. When [3: Highlight tone priority] is set to [Disable], you can set ISO 100/125/160 or an expanded ISO speed.
The exposure changes during movie recording.
	If you change the shutter speed or aperture during movie shooting, the changes in the exposure may be recorded.
	Shooting a few test movies is recommended if you intend to perform zooming during movie recording. Zooming as you shoot movies may cause exposure changes or lens sounds to be recorded, an uneven audio level, or loss of focus.
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. In [] mode, a slow shutter speed may reduce the problem. The problem may be more notceable in time-lapse movie recording.
The subject looks distorted during 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.
I cannot take still photos during movie shooting.
	Still photos cannot be taken during movie recording. Before taking still photos, stop shooting the movie, then select a shooting mode for still photos.
10-bit HDMI output is not available with Canon Log.
	No HDMI output is produced by the camera when set to [On (10bit)] if the external recording device does not support 10-bit recording in 4K.

Problems with Wireless Features

Wi-Fi function cannot be set.
	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.
A device connected with an interface cable cannot be used.
	Other devices, such as computers, cannot be used with the camera by connecting them with an interface cable while the camera is conncted to devices via Wi-Fi. Terminate the Wi-Fi connection before connecting the interface cable.
Operations such as shooting and playback are not possible.
	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.
Cannot reconnect to a smartphone.
	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.
	If Camera Connect is left running while setting up a connection again, the connection may not be established. In such a case, restart Camera Connect.
Cannot pair with a 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.

Operation Problems

I cannot change the setting with or .
	Press the <LOCK> button to unlock the controls.
	Check the [6: Multi function lock] setting.
Touch operation is not possible.
	Make sure [3: Touch control] is set to [Standard] or [Sensitive].
A camera button or dial does not work as expected.
	For movie recording, check the [4: btn function] setting.
	Check [C.Fn4] tab settings.

Display Problems

The menu screen shows fewer tabs and items.
	In [] mode, some tabs and items are not displayed. Tabs and items on the menu screen also vary for still photos and movies.
The display starts with [] My Menu, or the [] tab alone is displayed.
	[ Set up: Menu display] is set to [Display from My Menu tab] or [Display only My Menu tab]. Set [Normal display].
The file name's first character is an underscore ("_").
	Set [4: Color space] to [sRGB]. If [Adobe RGB] is set, the first character will be an underscore.
The fourth character in the file name changes.
	[1: File name] is set to [+image size]*. Select the camera's unique file name (preset code) or the file name registered under User setting 1.
The file numbering does not start from 0001.
	If the card already contains recorded images, the image number may not start from 0001.
The shooting date and time displayed are incorrect.
	Make sure the correct date and time are set.
	Check the time zone and daylight saving time.
The date and time are not in the image.
	The shoopting 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.
[###] is displayed.
	If the number of images recorded on the card exceeds the number the camera can display, [###] will be displayed.
The screen does not display a clear image.
	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

Part of the image blinks in black.
	[3: Highlight alert] is set to [Enable].
A red box is displayed on the image.
	[3: AF point disp.] is set to [Enable].
During image playback, the AF points are not displayed.
	The 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 captured with [Auto Image Align] set to [Enable] in HDR shooting.
The image cannot be erased.
	If the image is protected, it cannot be erased.
Still photos and movies cannot be played back.
	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.
Only a few images can be played back.
	The images have been filtered for playback with [2: Set image search conditions]. Clear the image search conditions.
Operation sound and mechanical sound can be heard during movie playback.
	If you operate the camera's dials or lens during movie shooting, the operation sound will also be recorded. Using the Directional Stereo Microphone DM-E1 (sold seperately) is recommended.
The movie appears to freeze momentarily.
	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.
No picture appears on the television.
	Make sure [3: 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.
There are multiple movie files for a single movie recording.
	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.
My card reader does not recognize the card.
	Depending on the card reader used and the computer's operating system, SDXC cards may not be correctly recognized. In this case, connect your camera to the computer with the interface cable, then import the images to the computer using EOS Utility (EOS software).
The image cannot be resized.
	With this camera, you cannot resize JPEG S2 and RAW images.
The image cannot be cropped.
	With this camera, you cannot crop RAW images.
Dots of light appear on the image.
	White, red, or blue dots of light may appear in captured images or on the shooting screen if the sensor is affected by cosmic rays or similar factors. Their appearance may be reduced by performing [Clean now ] under [3: Sensor cleaning].

Sensor Cleaning Problems

The shutter makes a sound during sensor cleaning.
	Under [3: 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
Automatic sensor cleaning does not work.
	If you repeatedly turn the power switch <ON> and <OFF> within a short time period, the <> icon may not be displayed.

Computer Connection Problems

I cannot import images to a computer.
	Install EOS Utility (EOS software) in the computer.
	If the camera is already connected via Wi-Fi, it cannot communicate with any computer connected with an interface cable.
Communication between the conected camera and computer does not work.
	When using EOS Utility (EOS software), set [2: Time-lapse movie] to [Disable].