Troubleshooting Guide. Canon 2249C002

Troubleshooting Guide

If a problem occurs with the camera, first consult this Troubleshooting

Guide. If this Troubleshooting Guide does not resolve the problem, contact your dealer or nearest Canon Service Center.

Power-Related Problems

The battery does not recharge.

Do not use any battery other than genuine Canon Battery Pack

LP-E17.

The battery charger’s lamp blinks.

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. In the case of (1), unplug the charger’s power plug from the power outlet. Detach and reattach the battery to the charger. Wait two or three minutes, then reconnect the power plug to the power outlet. If the problem persists, contact your dealer or nearest Canon Service

Center.

The camera is not activated even when the power switch is set to <

1

>.

Make sure the battery is installed properly in the camera (p.38).

Make sure the card slot/battery compartment cover is closed (p.38).

Recharge the battery (p.36).

Press the < U

> button (p.70).

The access lamp still blinks even when the power switch is <

2

>.

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.

412

Troubleshooting Guide

[Battery communication error. Does this battery/do these batteries display the Canon logo?] is displayed.

Do not use any battery other than genuine Canon Battery Pack

LP-E17.

Remove and install the battery again (p.38).

If the electrical contacts are dirty, use a soft cloth to clean them.

The battery becomes exhausted quickly.

Use a fully-charged battery (p.36).

The battery performance may have degraded. See [ 5 3: Battery info.

]

to check the battery’s recharge performance level (p.380). 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 Stabilizer.

• Using the LCD monitor frequently.

• Continuing Live View shooting or movie shooting for a prolonged period.

• Using the Bluetooth function.

• Using the Wi-Fi function.

• The Eye-Fi card’s transmission is enabled.

The camera turns off by itself.

Auto power off is in effect. If you do not want auto power off to take effect, set [ 5 2: Auto power off ] to [ Disable

] (p.288).

Even if [ 5 2: Auto power off ] is set to [ Disable ], the LCD monitor will still turn off after the camera is left idle for approx. 30 min.

(The camera’s power does not turn off.) Press the < U > button to turn on the LCD monitor.

413


Shooting-Related Problems

The lens cannot be attached.

The camera cannot be used with EF-M lenses (p.48).

No images can be shot or recorded.

Make sure the card is properly inserted (p.38).

Slide the card’s write-protect switch to the Write/Erase setting (p.38).

If the card is full, replace the card or delete unnecessary images to

make space (p.38, 339).

You cannot take a picture when focus indicator < o > in the viewfinder blinks during focusing with One-Shot AF. Press the shutter button half-

way again to refocus automatically, or focus manually (p.51, 122).

The card cannot be used.

If a card error message is displayed, see page 40 or 427.

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.

414


The image is out of focus or blurred.

Set the lens’s focus mode switch to < AF

> (p.48).

Press the shutter button gently to prevent camera shake (p.50-51).

With a lens equipped with the Image Stabilizer, set the IS switch to

< 1 >.

In low light, the shutter speed may become slow. Use a faster shutter

speed (p.164), set a higher ISO speed (p.132), use flash (p.182), or

use a tripod.

I cannot lock the focus and recompose the shot.

Set the AF operation to One-Shot AF. Focus lock is not possible in the

AI Servo AF mode or when servo takes effect in AI Focus AF mode

(p.114).

Horizontal stripes appear, or the exposure or color tone look strange.

Horizontal stripes (noise) or irregular exposures can be caused by fluorescent lighting, LED lighting, or other light sources during viewfinder or Live View shooting. Also, the exposure or color tone may not come out right. A slow shutter speed may reduce the problem.

415


The standard exposure cannot be obtained or the exposure is irregular.

During viewfinder shooting or Live View shooting, if you use a TS-E lens (except the TS-E17mm f/4L or TS-E24mm f/3.5L II) and shift or tilt the lens or use an extension tube, the standard exposure may not be obtained or the exposure may be irregular.

The continuous shooting speed is slow.

The maximum continuous shooting speed may become slower depending on the shutter speed, aperture, subject conditions, brightness, lens, flash use, temperature, battery type, remaining

battery level, shooting function settings, etc. For details, see page 124.

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 on page 129.

ISO 100 cannot be set.

Under [ 5 4: Custom Functions(C.Fn) ], if [ 4: Highlight tone priority ] is set to [ 1:Enable ], ISO 100 cannot be set. If [ 0:Disable ] is set, ISO

100 can be set (p.367). This also applies to movie shooting (p.239).

416


Expanded ISO speeds cannot be selected.

Under [ 5 4: Custom Functions(C.Fn) ], if [ 4: Highlight tone priority ] is set to [ 1:Enable ], the settable ISO speed range will be ISO 200 -

ISO 25600 (up to ISO 12800 for movies) even when [ 2: ISO expansion ] is set to [ 1:On ]. If [ 0:Disable ] is set for [ 4: Highlight tone priority ], [ H

] can be set (p.367). This also applies to movie shooting

(p.239).

The Auto Lighting Optimizer cannot be set.

Under [ 5 4: Custom Functions(C.Fn) ], if [ 4: Highlight tone priority ] is set to [ 1:Enable ], the Auto Lighting Optimizer cannot be set. If

[ 0:Disable

] is set, the Auto Lighting Optimizer can be set (p.367).

Even if I set a decreased exposure compensation, the image comes out bright.

Set [ z 3: Auto Lighting Optimizer ] to [ Disable ]. When [ Standard ]

[ Low ] [ High ] is set, even if you set a decreased exposure compensation or flash exposure compensation, the image may come

out bright (p.149).

When I use the <

f

> mode with flash, the shutter speed becomes slow.

If you shoot at night when the background is dark, the shutter speed automatically becomes slow (slow-sync shooting) so that both the subject and background are properly exposed. To prevent a slow shutter speed, under [ z 2: Flash control ], set [ Flash sync. speed in

Av mode ] to [ 1/200-1/60sec. auto ] or [ 1/200 sec. (fixed)

] (p.190).

417


The built-in flash rises by itself.

In shooting modes (< A > < C > < 8 : 2qC46 >

< v : GWXZH >) whose default setting is < a > (Built-in autoflash), the built-in flash will be raised automatically when necessary.

In the < 8 : xG > and < v : ABCD > modes, when you press the shutter button halfway under low-light conditions, the built-in flash may be raised automatically and emit the AF-assist beam.

The built-in flash does not fire.

If you use the built-in flash too often in too short a period of time, the flash may stop firing for a while to protect the light-emitting unit.

The external flash always fires at full output.

If you use a flash unit other than an EX-series Speedlite, the flash will

always fire at full output (p.188).

Under [ z 2: Flash control ], if [ Flash metering mode ] in [ External flash C.Fn setting ] is set to [ TTL flash metering ] (autoflash), the

flash will always fire at full output (p.194).

Flash exposure compensation cannot be set for the external Speedlite.

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.

High-speed sync cannot be set in the <

f

> mode.

Under [ z 2: Flash control ], set [ Flash sync. speed in Av mode ] to

[ Auto

] (p.190).

418


The camera makes a noise when it is shaken.

A small noise may be heard when the camera’s internal mechanism moves slightly.

The shutter makes two release sounds during

Live View shooting.

If you use flash, the shutter will make two release sounds each time

you shoot (p.198).

During Live View shooting, a white

s

or red

E

icon is displayed.

It indicates that the camera’s internal temperature is high. If the white

< s > icon is displayed, the still photo’s image quality may deteriorate.

If the red < E > icon is displayed, it indicates that the Live View

shooting will soon stop automatically (p.230).

During movie shooting, the red

E

icon is displayed.

It indicates that the camera’s internal temperature is high. If the red

< E > icon is displayed, it indicates that the movie shooting will soon

stop automatically (p.278).

Movie shooting stops by itself.

If the card’s writing speed is slow, movie shooting may stop

automatically. For cards that can record movies, see page 8. To find

out the card’s writing speed, refer to the card manufacturer’s Web site, etc.

If you shoot a movie for 29 min. 59 sec., the movie shooting will stop automatically.

419


The ISO speed cannot be set for movie shooting.

In shooting modes other than < a >, the ISO speed is set automatically.

In the < a

> mode, you can manually set the ISO speed (p.239).

The exposure changes during movie shooting.

If you change the shutter speed or aperture during movie shooting, the changes in the exposure may be recorded.

Zooming the lens during movie shooting may cause changes in the exposure regardless of whether the lens’s maximum aperture changes or not. The changes in the exposure may be recorded as a result.

The subject looks distorted during movie shooting.

If you move the camera to the left or right or shoot a moving subject, the image may look distorted.

The image flickers or horizontal stripes appear during movie shooting.

Flickering, horizontal stripes (noise), or irregular exposures can be caused by fluorescent lighting, LED lighting, or other light sources during movie shooting. Also, changes in the exposure (brightness) or color tone may be recorded. Note that in the < a > mode, a slow shutter speed may reduce the problem.

420


Wi-Fi

Wi-Fi cannot be set.

If the camera is connected to a computer or other device with an interface cable, Wi-Fi functions cannot be set. ([ 5 1: Wireless communication settings ] will be grayed out.) Disconnect the interface cable before setting any functions.

Refer to the Wi-Fi (Wireless Communication) Function Instruction

Manual.

Operation Problems

A camera button or dial does not work as expected.

Under [ 5 4: Custom Functions(C.Fn) ], check the [ 9: Assign SET button

] setting (p.371).

For movie shooting, check the [ V btn function

] setting (p.275).

During touch screen operations, the beeper suddenly sounds softer.

Check if your finger is blocking the speaker (p.28).

Touch operation is not possible.

Check if [ 5 3: Touch control ] is set to [ Standard ] or [ Sensitive ]

(p.67).

421


Display Problems

The menu screen shows fewer tabs and options.

Certain tabs or menu options are not displayed in Basic Zone modes.

Set the shooting mode to a Creative Zone mode (p.60).

Under the [ 9 ] tab, [ Menu display ] is set to [ Display only My Menu tab

] (p.377).

The file name’s first character is an underscore (“_”).

Set the color space to sRGB. If Adobe RGB is set, the first character

will be an underscore (p.159).

The file name starts with “MVI_”.

It is a movie file (p.294).

The file numbering does not start from 0001.

If the card already contains recorded images, the image file number

may not start from 0001 (p.294).

The shooting date and time displayed are incorrect.

Make sure the correct date and time are set (p.44).

Check the time zone and daylight saving time (p.44).

The date and time are not in the image.

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 (p.342).

422


[###] is displayed.

If the number of images recorded on the card exceeds the number the camera can display, [ ###

] will be displayed (p.319).

The LCD monitor does not display a clear image.

If the LCD monitor is dirty, use a soft cloth to clean it.

In low or high temperatures, the LCD monitor display may seem slow or may look black. It will return to normal at room temperature.

[Eye-Fi settings] does not appear.

[ Eye-Fi settings ] will appear only when an Eye-Fi card is installed in the camera. If the Eye-Fi card has a write-protect switch set to the

LOCK position, you will not be able to check the card’s connection

status or disable Eye-Fi transmission (p.387).

If [ Wi-Fi ] is set to [ Enable ] for [ Wi-Fi settings ] under [ 5 1: Wireless communication settings ], [ Eye-Fi settings ] cannot be selected even when an Eye-Fi card is installed.

423


Playback Problems

Part of the image blinks in black.

It is the highlight alert (p.353). Overexposed areas with clipped

highlights will blink.

The image cannot be erased.

If the image is protected, it cannot be erased (p.336).

The movie cannot be played back.

Movies edited with a computer cannot be played back with the camera.

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 separately) is recommended (p.271).

The movie appears to freeze momentarily.

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

> mode (p.238).

No picture appears on the TV set.

Make sure the [ 5 3: Video system ] is correctly set to [ For NTSC ] or

[ For PAL ] (depending on the video system of your TV set).

Make sure the HDMI cable’s plug is inserted all the way in (p.333).

424


There are multiple movie files for a single movie shoot.

If the movie file size reaches 4 GB, another movie file will be created

automatically (p.247). 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 such a case, connect your camera to the computer with the interface cable, then transfer the images to the computer using EOS Utility (EOS software,

p.444).

The image cannot be resized.

With this camera, you cannot resize JPEG b

or RAW images (p.359).

The image cannot be cropped.

With this camera, you cannot crop RAW images (p.361).

A red box is displayed on the image.

[ 3 3: AF point disp.

] is set to [ Enable

] (p.349).

A red box is not displayed on the image.

Even if [ 3 3: AF point disp.

] is set to [ Enable

] (p.349), the red box is

not displayed for the following images:

• Images shot with Multi Shot Noise Reduction (p.150)

• Images recorded with distortion correction enabled (p.155)

• Images shot with < 8 : qFG > or < v : ABCD >

• Cropped images (p.361)

• Images with Fish-eye effect applied after shooting (p.356)

425


Dots of light appear on the image.

White, red, blue, or other colored dots of light may appear on images if the sensor is affected by cosmic rays, etc. Their appearance may be reduced by performing [ Clean now f ] under [ 5 3: Sensor cleaning ]

(p.302).

Sensor Cleaning Problems

The shutter makes a sound during sensor cleaning.

When you select [ Clean now f ], the shutter will make a mechanical

sound, but no picture is taken (p.302).

Automatic sensor cleaning does not work.

If you repeatedly turn the power switch < 1 > and < 2 > within a short time period, the < f

> icon may not be displayed (p.42).

Computer Connection Problems

Communication between the connected camera and computer does not work.

When using EOS Utility (EOS software), set [ z 5: Time-lapse movie ] to [ Disable

] (p.254).

I cannot transfer images to a computer.

Install EOS software on the computer (p.444).

While a Wi-Fi connection is established, the camera cannot be connected to a computer with an interface cable.

426

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