topic Re: 5D Mark IV Freezing up in EOS DSLR & Mirrorless Cameras

5D Mark IV Freezing up

iris — Fri, 29 Mar 2019 21:50:17 GMT

I received a brand new 5D MarkIV from my husband for Christmas...I've enjoyed using the full frame camera and lenses I've collected over the years that rightfullly should be on a full frame camera...

Several days ago while shooting and an event, the Camera FROZE..I mean suddenly the AF for the lens was dead and dark..the LD screen on the back was lit up and frozen with the camera setting sitting there..I tried to simply turn it all off an the on of switch had no effect.. After tryik several other buttons it became evident that EVERYTHing was frozen..So I treated it like a FROZEn computer screen, taking out the battery and sd card and waiting for a few moments, REinserted and all was well. I totally forgot about it and treated it as a "One-off" However, I was wrong..today it happened again..Very disturbing to have this kind of issue with such an expensive piece of equipment.

I have looke on YOu Tube and at various websites for answers..Apparently others have this problem...Any Answers that you Canon Pros know of??

What would you do? Should I let Canon Fix It? Should I insist on a new Camera? YOu pros out there would you just ask to have your mony back? NOt sure than can even happen?

Re: 5D Mark IV Freezing up

CaliforniaDream — Fri, 29 Mar 2019 22:46:30 GMT

@iris wrote:

What would you do? Should I let Canon Fix It? Should I insist on a new Camera? YOu pros out there would you just ask to have your mony back? NOt sure than can even happen?

I would call Canon and send it back to them. Have you registered the camera with Canon? Regerstration really dosn't make any differance as long as it is the USA model. Canon is very fast with fixes. BTW I also have a 5D Mark IV and really like it.

Re: 5D Mark IV Freezing up

iris — Fri, 29 Mar 2019 22:48:22 GMT

Yes. I registered it on line..Im pretty sure. It was purchased through B & H.

Re: 5D Mark IV Freezing up

CaliforniaDream — Fri, 29 Mar 2019 22:54:35 GMT

I would give Canon a call and tell them what is going on and what fixed it temporarly. I am sure they will help, they have always been great for me.

1-800-OK-CANON (1-800-652-2666)

Re: 5D Mark IV Freezing up

iris — Sat, 30 Mar 2019 13:01:49 GMT

This a.m. we will try the latest firmware update to see if perhaps they've initiated a fix.

Re: 5D Mark IV Freezing up

TCampbell — Sun, 31 Mar 2019 17:16:49 GMT

The power switch on Canon DSLR bodies is a "soft" switch. It sends a signal to the camera to indicate that you'd like it to turn off (often this will iniatate certain sequences such as a sensor dust-removal cycle) ... and then the camera ultimately switches off. Even then, an "off" camera isn't truely "off" (e.g. if you enable the GPS and depending on which mode it is in, the GPS may still be awake and taking a periodic position fix).

When the processor in the camera locks up, the only way to truely "reboot" the camera is to remove the power (eject the battery), wait a few seconds, then re-insert.

As to why it happens -- that can be difficult to pinpoint. But the questions I typically ask are:

Are there any non-Canon accessories connected to the camera (a battery grip, third party batteries, third party lenses, third party flashes, etc.)?
Is there anything consistent about the problem (e.g. it only happens if a certain lens is being used; or it only happens in certain camera modes; etc.)?
Does the freeze-up happen only after taking a photograph (e.g. when it is attempting to save the image to the memory card?) If so, do you have a different memory card you can use to test?

Re: 5D Mark IV Freezing up

iris — Sun, 31 Mar 2019 17:42:03 GMT

Everything I use I Canon. I did have a flsh attached..also a canon. I didn't do anything differently than I've done thousands of times with my Canon 7D mark ii ....

I called Canon yesterday and was immediately told to turn it in...Fortunately I have learned over the years to save everything from the sales receipt to the box the gear came in just in cases soemthing ever happened.I had also registered the camera on line the day I got it. I keep a history including Serial Number on the back page of the Canon Instruction Book that came with the 5DMark iv, as I do with all the lenses, tripods and anything else I get......So I will send it off tomorrow..The gentleman I was talking to said the issue had nothing to do with the lenses so I am sending in the camera body only..His comment also suggests to me they've dealt with the problem before...He promised a 5 day turn around...Hopefully they will tell me what the issue was and I will tell the Forum members.

Re: 5D Mark IV Freezing up

iris — Sat, 27 Apr 2019 01:27:17 GMT

Today my camera and lens were returned from canon. They said they were unable to duplicate the problem I experienced. I was disappointed that they were unable to see an issue...this camera has been out for a while now and I see quite a few people describing this same issue with their 5D Mark IV...So only thing to do is be more alert if it happens again. I Will observe the setting and be certain to remove and save the SD card from the moment the issue occurs. I didn't realize they would want the SD card..but it certainly makes sense that that would be useful.

Re: 5D Mark IV Freezing up

micens — Sun, 05 May 2019 11:18:33 GMT

Hi,

I have same problem with my camera 😞 Is it possible that no one has a solution? I got the same answer from the service "they were unable to duplicate the problem", how is this possible?

Re: 5D Mark IV Freezing up

Waddizzle — Sun, 05 May 2019 12:00:18 GMT

@micens wrote:
Hi,
I have same problem with my camera 😞 Is it possible that no one has a solution? I got the same answer from the service "they were unable to duplicate the problem", how is this possible?

Does it freeze every time you power up the camera? I suspect incorrect or poor quality memory cards could be a factor. Be sure to format any new memory card before you use it. The SD memory cards need a “low level format” performed. Despite appearances, new cards are not formatted.

What brand and model of memory cards are you using? Which card slot is the active slot? Make sure you have the proper type of memory card(s) in the camera. You might try powering it up with just one card, and then the other.

Do your memory cards have the same capacity? Although having the same capacity is not a requirement, I do so in my dual memory card slot camera bodies, anyway. Why? Because it makes me feel good.

Re: 5D Mark IV Freezing up

wq9nsc — Sun, 05 May 2019 12:33:46 GMT

What exact setups are both shooters using when this problem occurs (RAW, JPG, or both recording, which card, dual card, etc)?

Memory cards can create lots of issues because the hardware/operating software doesn't always handle unexpected failures gracefully and a lockup can occur. Try a single known good card (either CF or SD but avoid micro cards plus adapter which inserts another potential failure variable). Get the card from B&H or a trusted local retailer, a lot of the stuff sold online including from the elephant sized etailer is counterfeit with memory (cards, USB sticks, etc.) being one of the most commonly counterfeited items available.

With a known good card also stress test the system by having it shoot RAW plus JPG in a sustained burst in high speed "drive" mode which loads the processors and battery system to their maximum.

Unfortunately Canon may have some glitch in the firmware not yet identified that creates a lockup under specific timing conditions and documenting as well as possible exactly what transpired in the few minutes prior to the lockup can speed the repair resolution for your camera and others. Canon service is generally rather exceptional so document the attempted repairs and problems so that once a resolution is identified your camera can be properly fixed. Use your phone or another camera to shoot video of the lockup symptoms before you clear it via battery removal to document the problem. It may help Canon to diagnose the issue, properly documents that it occurred (thus a time stamp for this video is useful), and it removes any doubt they may have about the customer is somehow imagining the problem.

Rodger

Re: 5D Mark IV Freezing up

micens — Sun, 05 May 2019 15:35:06 GMT

Freeze not every time, but often. I try many type of CF memory card, but problem persisting, no matter which card I use.

I take pictures using Live View more but using and VF. When camera freezing up not responding to LV button, nor I could take any picture, pressing the shutter button does nothing. Black lcd screen, top screen is fine. Turning the camera on/off does not help. The only solution is to remove and reinstall the battery.

I use my phone to shoot video of the lockup symptoms and send to Canon, but thay say noting more 😞

Re: 5D Mark IV Freezing up

JasReif — Mon, 09 Sep 2019 19:38:51 GMT

Hello, beginning of 2018 I bought a Canon 5D Mark IV camera. Previousely I had worked for years with the 5D Mark II and looked forward to using the new camera. Just after the one year warranty had ran out, the problems started to occur. Out of a sudde, in the middle of a shooting, the release button stopped working. The camera was ON, but I could neither half-press the button to focus nor press the button through to take a picture. At first, multiple restarts, changing of batteries, switching to video mode and back solved the problem. After a few weeks none of these worked anymore.
I handed the camera first in to be repaired by "Fixation" in London, an authorised service centre for Canon Cameras.
First, they replaced the MAIN BOARD on April 26th 2019. During the second shooting after the repair, the problem occured again. Since the repair warranty was still active, I handed the camera back in. On June 11th, Fixation replaced the DIAL ASSY. During the first shooting after, the problem occured again. I handed the camera back in on Sept 3rd. The report said: "NO problem found after two days of testing". I got the camera back and during the first shooting the problem occured again and persited.

I am helpess now. The repairs have cost a lot and I begin to loose interest in photographing with my Canon camera. I have been satisfied with Canon during all years of photographing. But this now leaves me puzzled. I do not see the point in arranging another repair, since the camera has been tested endlessly by now.
Any ideas how to solve this problem??

Re: 5D Mark IV Freezing up

jmadsenphoto — Wed, 18 Dec 2019 05:18:58 GMT

What lens were you using?

Re: 5D Mark IV Freezing up

iris — Wed, 18 Dec 2019 14:27:13 GMT

Kudos, after several weeks of testing my camera and doing a firmware update, they returned it having been unable to reproduce the issue. But, I have not had a repeat of the problem. I learned quite a bit about batteries . The camera has a battery heading in one of the menus that tells you how efficiently your battery is charging..Sometimes a battery that showed as full or nearly so may not have really taken the charge well..
At least two of the batteries I had been using were showing nearly full on the LCD screen but when I went into the battery menu it showed they were in a category that made them questionable for reliability...so I tossed them . Now I register my new battery in the camera at that site and I check every so often after recharging to make sure it is reliably charged..I also mark each battery and rotate the four that I have...I am always aware now of not only the SD card I used on any given shoot but also which battery I used. With all that said I have no idea if that 2as the problem or if the issue has something to do with the combination usage of the attached shoe flash and it's power setting 9n combination with the 24_70 lens or simply POLTERGISTS!!

Re: 5D Mark IV Freezing up

jmadsenphoto — Wed, 18 Dec 2019 14:54:45 GMT

We’re you using a Tamron or Sigma lens? And what flash were you using?

Re: 5D Mark IV Freezing up

iris — Wed, 18 Dec 2019 16:33:49 GMT

All my lenses are Canon....the shoe flash is Canon Speedlite 430EXii....I had the flash on both times that my issue with the camera going dead occurred....I may have had the Canon Speedlite set to its highest power...I do pay more attention to that now...usually I've always left the setting at its highest point an adjusted brightness level more by adjusting and changing the angle of the flash rather than the power setting...

As I said I have no idea why I've had no issues since the camera went to Canon labs. The ony thing they said they did was download the latest firmware....I did throw out some suspect batteries....

One peculiar thing does happen fromm time to time.....the other day with flash attached...and shooting AP....I pressed the set button which I had moved a custom button function....instead of the button function showing DOF (which was a mistake on my part as DOF only shows on your back screen when you are in "live view"...which I was not) but anyway when I pushed the SET button where I was expecting incorrectly to see DOF through the view finder, I hearda electical crackling noises....the camera definitely did not like what I had just done!! When I did it again...same result "loud electrical Crackling".....Could our issues with the camera suddenly shutting down have something to do with a combination of custom button functions and battery or circuit overload....I"m no engineer....that's for Canon to figure out...I'm just grateful that my issues sseem to be over...

Re: 5D Mark IV Freezing up

Cgraham — Tue, 14 Jan 2020 07:53:01 GMT

Hi, I’m curious has it continued to happen? My Mark IV froze up yesterday like turns into a dead toy camera where nothing was actively functioning. I had to take out battery and cf card didn’t work then changed the battery. I noticed the battery wasn’t my canon one. I have three. I’m sure I’ve used the off brand before without issue. It’s pretty concerning that it’s doing this. I’m going to get another canon battery. I replaced cf cards. Other than that idk what to do. Did they offer to replace the camera body even though they could not duplicate the issue??

Re: 5D Mark IV Freezing up

jmadsenphoto — Tue, 14 Jan 2020 12:21:28 GMT

So far my issue has only happened with my tamron lens. Are you using any third party gear with it? Lenses or speedlites?

Re: 5D Mark IV Freezing up

Cgraham — Tue, 14 Jan 2020 14:17:14 GMT

The battery was non canon. When I first got the camera i had an older tameron lens... went up to the canon service center with it and the camera and was told to get the newer tameron lens because the firmware on the older lens wasn’t supported-so we purchased the new model. No issues all season with it. I’m thinking it’s the battery and am going to change it out. Next step is going back up to the center.