topic Re: 5d Mark III not downloading RAW in EOS DSLR & Mirrorless Cameras

5d Mark III not downloading RAW

pgsdeepak — Fri, 29 Mar 2013 18:06:27 GMT

Got my 5D Mark III a couple of days back. I took a few pictures in RAW-JPEG. While I tried to download, it launches EOS Utility(latest version) and hangs. I tried the same CF card on 40D and it was able to import without problem. I tried other software like Picasa, Adobe Bridge, iPhoto, Picasa and Adobe are not able to connect to the camera. EOS Utility is able to connect and I was able to remotely control the camera and take photos. I was able to download JPEG only files as well. But when it comes to Raw, the software goes unresponsive and loses connection. Once in a while everything works fine as well (even RAW), that is the strange part

My Computer and softwares are up-to-date. Infact the 5D MIII I got through CPS Load worked fine without issues. I also made sure the CF Card and Cable are also fine.
Is it a known problem? or should I return the camera. Thanks in advance for your response

Re: 5d Mark III not downloading RAW

Stephen — Fri, 29 Mar 2013 18:29:56 GMT

Hi pgsdeepak!
So that the Community can help you better, we will need to know any error messages you're getting, and the Computer Operating System you're using (Windows XP/Vista/7/8 or Mac 10.x). Any other details you'd like to give will only help the Community better understand your issue! Thanks and have a great day!

Re: 5d Mark III not downloading RAW

HDCamTeam — Fri, 29 Mar 2013 20:50:01 GMT

@pgsdeepak wrote:
Got my 5D Mark III a couple of days back. I took a few pictures in RAW-JPEG. While I tried to download, it launches EOS Utility(latest version) and hangs. I tried the same CF card on 40D and it was able to import without problem. I tried other software like Picasa, Adobe Bridge, iPhoto, Picasa and Adobe are not able to connect to the camera. EOS Utility is able to connect and I was able to remotely control the camera and take photos. I was able to download JPEG only files as well. But when it comes to Raw, the software goes unresponsive and loses connection. Once in a while everything works fine as well (even RAW), that is the strange part
My Computer and softwares are up-to-date. Infact the 5D MIII I got through CPS Load worked fine without issues. I also made sure the CF Card and Cable are also fine.
Is it a known problem? or should I return the camera. Thanks in advance for your response

As @Stephen said, any additional info about your system will help indeed.

In my case I'm using Win XP 32 bit in this machine and don't have any problems at all to download RAW+JPG.

I'm using the bundled software that came with the camera (CD/DVD), still didn't update it.

- Just in case, why don't you try uninstalling EOS Utility software and all its additional components, and reinstall it again from the CD/DVD? At least to discard a software malfunction.

- BTW, we found that many USB cables worked fine with 5D Mark II but not with 5D Mark III. After changing the USB cable we were able to connect the camera to the computer without any problem. Sounds weird, but after some use the connectors of some USB cables loosen and don't work properly on some cameras or devices.

Regards

Re: 5d Mark III not downloading RAW

diverhank — Sat, 30 Mar 2013 06:56:22 GMT

Interesting thread...funny...I have no idea my 5D3 can connect or not. I have always used a card reader to download my pictures from the cards and never connected the camera to the PC in all these years...

Anyway...it's just a guess but if the program lets you download jpeg and not RAW then the program works and recognizes your camera...it's highly likely that there's an option to download only jpeg, only RAW or both somewhere in the software...might be worth taking a look.

Re: 5d Mark III not downloading RAW

hsbn — Wed, 03 Apr 2013 15:21:50 GMT

Are you separating RAW and JPEG on 2 different cards? Say RAW on CF and JPEG on SD card? If so, can you use the card reader to test each card individually?

Re: 5d Mark III not downloading RAW

marcosf — Sun, 21 Apr 2013 02:28:32 GMT

Hi pgsdeepak,

I have the exact same issue. I am running Mac OS X (10.7.5) and have tried the full range of Apple Aperture, Adobe Lightroom and the canon EOS utility tool. All of them simply freeze. This is very frustrating. Downloading the pictures on windows works just fine... So no idea who to blame. What also works is, when I take pictures with the 5D Mark III (in RAW format) and then put the card into my 50D to download them on the Mac, so the files themselves seem ok...

I hope someone at CANON will respond to this, so I won't return my $3.3k camera to amazon.com.

If someone else has found a solution/workaround I would be more than happy to hear about it!!!

Best Regards,

Marco

Re: 5d Mark III not downloading RAW

7D5D — Sun, 21 Apr 2013 04:22:39 GMT

My 5D is also setup to record separately: RAW to CF, JPG to SD. Both cards are Sandisk Extreme Pro. I connect my camera directly to my PC (Win 7 64), EOS util launches, and all images get transferred correctly to my download folder. I (later I pull them into LR). I have not had any issues with dual card file transfers (knock on wood)

Have you been successful with just RAW only transfers?

By chance are you connecting your camera to a USB 3.0 (blue) connector? I know 3.0 is backwards compatible, and it's a long shot, but I've seen some weird stuff with 2.0 devices connected to 3.0. Just an idea and a long shot but it might be worth looking into.

A couple of other things to try in case you haven't already:

1. Format both cards on your PC (full not quick) then format again from your camera.

2. Reset your camera to factory defaults

3. Make sure your camera firmware is the latest

Re: 5d Mark III not downloading RAW

ebiggs1 — Sun, 21 Apr 2013 15:26:02 GMT

I am not sure what computer you are using. Is it a Mac or PC? If it is a Mac and you have Lion, there are know issues with it, and at least LR and PS CS6. I am not a Mac user but my friends that are tell me about it.

I will make a left field guess, it is not the 5D Mk III so returning it to Amazon will not help.

Re: 5d Mark III not downloading RAW

Mykolas — Mon, 22 Apr 2013 10:57:35 GMT

Hi marcosf,

If you are able to download the images from your EOS 50D and not your EOS 5D Mark III, this may be as simple as the version of software you are using.

What version of EOS Utility are you using?

What version of Lightroom are you using?

Re: 5d Mark III not downloading RAW

marcosf — Mon, 22 Apr 2013 14:57:04 GMT

Hi Mike,

here is an overview of the software versions:

OS: Mac OS X 10.7.5

Canon EOS Utility: 2.13.3 (2.12.3.1)

Apple Aperture: 3.4.3

Adobe Lightroom: 4.3 [865747] - (this is a trial version and it's trial period ran out already - so I won't be using it anymore)

(in general: every program(incl. OS) is up-to-date)

Kind Regards,

Marco

Re: 5d Mark III not downloading RAW

Mykolas — Tue, 23 Apr 2013 12:06:31 GMT

marcosf,

There is a newer version of EOS Utility than version 2.12.3.1. Version 2.13.0 can be downloaded from the Canon USA website below:

http://www.usa.canon.com/cusa/consumer/products/cameras/slr_cameras/eos_5d_mark_iii#DriversAndSoftware

Please try downloading and installing the update to this newer version and see if that does not resolve the issue.

If this is a time sensitive-matter, additional support options are available at Contact Us.

Re: 5d Mark III not downloading RAW

marcosf — Wed, 24 Apr 2013 05:09:36 GMT

Hi Mike,

thanks for the response. Unfortunately this also did not work. I downloaded the linked EOS utility 2.13.0(2.13.0.0) and ran the importer. I even rebooted my mac to make sure that only the smallest amount of programs/services were running and closed as much as possible. It started off well, the tool was able to download around 87 of my 175 RAW images, but then it got stuck again. I restarted the tool, but this time it stopped already at picture one(see attached screenshots). The first screenshot is from the frozen upload-menu. The 2nd pops up after about 3mins telling me there was some communication error.

This is accompanied by some interesting console log-messages:

4/23/13 9:51:12.000 PM kernel: USBF: 319.351 AppleUSBEHCI[0xffffff8012154000]::Found a transaction which hasn't moved in 5 seconds on bus 0xfa, timing out! (Addr: 6, EP: 2)
4/23/13 9:51:19.000 PM kernel: USBF: 326.355 AppleUSBEHCI[0xffffff8012154000]::Found a transaction which hasn't moved in 5 seconds on bus 0xfa, timing out! (Addr: 6, EP: 2)
4/23/13 9:51:26.000 PM kernel: USBF: 333.358 AppleUSBEHCI[0xffffff8012154000]::Found a transaction which hasn't moved in 5 seconds on bus 0xfa, timing out! (Addr: 6, EP: 2)
4/23/13 9:51:33.000 PM kernel: USBF: 340.361 AppleUSBEHCI[0xffffff8012154000]::Found a transaction which hasn't moved in 5 seconds on bus 0xfa, timing out! (Addr: 6, EP: 2)

I even installed the Adobe Lightroom 5 beta version, just to check how it performs and it broke with the same error code, followed by some custom Lightroom errors:

4/23/13 9:57:11.000 PM kernel: USBF: 678.523 AppleUSBEHCI[0xffffff8012169000]::Found a transaction which hasn't moved in 5 seconds on bus 0xfd, timing out! (Addr: 4, EP: 2)
4/23/13 9:57:18.000 PM kernel: USBF: 685.525 AppleUSBEHCI[0xffffff8012169000]::Found a transaction which hasn't moved in 5 seconds on bus 0xfd, timing out! (Addr: 4, EP: 2)
4/23/13 9:57:25.000 PM kernel: USBF: 692.528 AppleUSBEHCI[0xffffff8012169000]::Found a transaction which hasn't moved in 5 seconds on bus 0xfd, timing out! (Addr: 4, EP: 2)
4/23/13 9:57:27.169 PM Adobe Photoshop Lightroom 5: ERROR: requestDownloadFile returned Error Domain=com.apple.ImageCaptureCore Code=-9912 "The operation couldn’t be completed. (com.apple.ImageCaptureCore error -9912.)"

Waiting for more instructions...

Regards,

Marco

Re: 5d Mark III not downloading RAW

marcosf — Wed, 24 Apr 2013 05:59:59 GMT

Hi Mike,

also, I already opened a "Support by Email" ticket this past sunday, but haven't heard back from anybody... What would be best to procede here? I also have been in contact with Apple(in reference to Aperture) at some point, but after writing me that an engineer will write back to me(this was 3 weeks ago) I have not heard anything.

Best,

Marco

Re: 5d Mark III not downloading RAW

diverhank — Wed, 24 Apr 2013 07:22:05 GMT

Normally this kind of error suggests there is something wrong with the USB connection. One it could be the 5D or it could be the cable or it could be the computer or whatever else you connect in between like a USB hub.

You probably have done everything but you didn't indicate so I must guess and the obvious steps to take would be to get rid of any USB hub. Some hub simply does not have enough power to keep working properly when something like a camera would be drawing current from the USB port. Then if the connection is direct, I would change USB port. Then I would change the USB cable. Then I would get a $10 card reader and skip connecting the camera completely. Unless you tether the camera, why bother connecting it each time you download pictures...what a pain would that be...You may find out that it does it with the card reader also and then you'd know it's not the camera...if it's the camera you might want to return it or send in for repair before the warranty runs out.

Re: 5d Mark III not downloading RAW

marcosf — Wed, 24 Apr 2013 07:31:17 GMT

Hi diverhank,

thanks for the response.

1. There are no hub's. I connected the 5D directly to my MacBook Pro's usb-port's(checked both).

2. I can use the same flash-card with the same USB-cable with my Canon 50D and download the RAW pictures I shot with the 5D mark 3.

3. I can flawlessly download all pictures on a windows 7 PC with the eos utility and the same cable.

My guess: someone messed up the driver-code, but it's not clear whether it was apple or canon. Currently more fingers seem to point to canon.

Best,

Marco

Re: 5d Mark III not downloading RAW

ebiggs1 — Wed, 24 Apr 2013 12:47:24 GMT

The camera isn't shutting off by any chance while it is d/l is it?

And you are using the USB cable that came with the camera?

I still think it is a USB problem.

Re: 5d Mark III not downloading RAW

diverhank — Wed, 24 Apr 2013 15:02:43 GMT

Marco, I agree with your guess...interestingly I haven't heard of your problem on other forums...I guess most people use card readers and don't bother with connecting the camera...Sorry could not be of any help...I can appreciate your trouble though. I'd be irate at this point :).

Re: 5d Mark III not downloading RAW

marcosf — Fri, 26 Apr 2013 05:02:13 GMT

Hi,

today I was out taking pictures again and tried to download them - this time successfully. 2 Days ago the canon email support told me to turn "Auto power off" to "disable". This has most likely fixed my issue(most likely, since I already once was able to download 87 of 175, and today I had exactly 75 pictures total). But I am very confident that this was it.

A word with you canon developer(s)... please fix this - I have the "Auto power off"-feature set to 1min on my Canon 50D and I never had any lost connection - EVER - since it will ignore the option when it is connected via USB. I would love to use the same setting on my brand new 5D Mark 3. But this just on the side, from one software developer to another.

Regards,

Marco

Re: 5d Mark III not downloading RAW

pgsdeepak — Fri, 26 Apr 2013 18:17:03 GMT

I tried auto power off disable - that did not work either. I had contacted Canon support and tried the things they recommended and was not successful. so they recommended replacing the camera since I just bought it. I got it replaced and the new one also has the same problem. I dont know whats going on. My laptop worked fine with the 5d MIII I got from CPS. But the two new ones I got are not working. Its working just fine on a windows laptop. I am getting the same issue which marcosf was getting.

I have the OSx Mountain Lion all updated. I have the latest EOS utility (updated last week) and the camera firmware is uptodate.

I am a little reluctant to use a card reader as I have to often take the card in and out and am afraid that it will spoil my camera (my first P&S had that fate.. so I am afraid)

Re: 5d Mark III not downloading RAW

ebiggs1 — Fri, 26 Apr 2013 18:59:25 GMT

If it is a Mac and you have Lion, there are know issues with it, and at least with LR and PS CS6.

Probably more software.

I repeat again!!!!!!!

The 5D is one of the cameras that Mac Lion does NOT support. Swapping out the camera is not going to help.