topic Re: R3 Freezes - Canon Repaired - Problem Persists! in EOS DSLR & Mirrorless Cameras

R3 Freezes - Canon Repaired - Problem Persists!

sbunting — Sat, 15 Jan 2022 15:07:38 GMT

Preordered the R3 and patiently awaited its arrival. It arrived on time and, wow, what a camera. However, within the first week, I experienced two instances where it froze. No button or dial would respond, however the touch screen still worked. Of course it takes a 'button' to turn it off, so a battery pull is needed to shut it down and then it works again until it freezes. Before anyone asks, it was all Canon gear, R lens included. Different lens were tried, different memory cards, different batteries, etc. What makes it happen is simply having it on for a period of time. You don't even have to be doing anything. So it was still within the period where I could return it to Canon and get another if I chose, but instead, since I had CPS Platinum, giving me an ultrafast turn-around, I opted for Canon repair. They replicated the issue in the shop, fortunately. They reinstalled the firmware and claimed the problem would not replicate. OK, we'll see. I've used it everyday this week with no problem, but all my uses were turn it on, use it for 10 minutes or so, and turn it off. Today I went out for an extended photowalk. I took a break for coffee and a review of the images. So the camera was on from earlier and on for an extended period while reviewing images. I took a break for a minute and when I picked the camera up, boom, frozen again. I was doing absolutely nothing aside from having the camera on. The attached screen shot tells the story. Note the position of the power button, i.e. "OFF" and yet still a picture on the screen. Twice more during the walk, the camera was left on and went to sleep. Twice when I went to wake it up and use it, total black. It would not respond to anything other than a battery pull. So it seems in their haste to do a fast turnaround, they didn't fix the problem. Freezing up seems to affect all recent Canon cameras in the R series, as I read the various forums. Has anyone else experienced this issue and, better yet, had a satisfactory resolution?

Note power "OFF" Image Still On Screen!

Re: R3 Freezes - Canon Repaired - Problem Persists!

shadowsports — Sat, 15 Jan 2022 16:01:38 GMT

Greetings,

I haven't heard about this from anyone, or read about it. You're a better man than I. I would have returned it for replacement. I hope this is still an option now. Thats a $6,500k no way I'm keeping this one now. Sounds like its 100% reproduceable. Canon should make you whole on it. Wish you luck with it.

Re: R3 Freezes - Canon Repaired - Problem Persists!

ebiggs1 — Sat, 15 Jan 2022 16:17:18 GMT

"They reinstalled the firmware ..."

I doubt seriously it is a FW issue. Oh, it might be but it is because something inside isn't working as it should. Turning the off switch to the "off" position is a command basically. It is not a physical connection as you might think of a wall light switch in your house. You are asking the CPU to turn off the camera. It does somethings, like sensor cleaning or lens retraction, etc., than it allows the switch to turn off the camera.

Depending on where you bought, you have two options return it or send it back to CPS. I have no doubt CPS will be able to remedy it one way or another. Explain carefully what is going on. If you bought it from B&H or Adorama or other big retailer and you are still in the return period that may be your best option.

Re: R3 Freezes - Canon Repaired - Problem Persists!

ebiggs1 — Sat, 15 Jan 2022 16:19:10 GMT

"I have no doubt CPS will be able to remedy it one way or another. Explain carefully what is going on."

Carefully and politely I might add! Good luck to you. Let us know how it turns out.

Re: R3 Freezes - Canon Repaired - Problem Persists!

Waddizzle — Sat, 15 Jan 2022 19:46:52 GMT

Return it to CPS. You should be within both the factory warranty period, and the repair guarantee period. Set up another return ticket. As noted above, Canon will get your issue resolved.

Re: R3 Freezes - Canon Repaired - Problem Persists!

sbunting — Sat, 15 Jan 2022 21:30:55 GMT

When CPS provided the options, send it to CPS for repair or go to sales and work out a replacement, the replacement would have involved getting a refund for the defective one and then ordering a replacement. Getting a replacement, based on current backorders, was a big if as to when. So I figured CPS was the better option. I'm sure they'll make it right when I return to CONUS. In the meantime, I wanted to see if others were experiencing this issue and if there was a known fix. Seems I don't have any company, so then this would appear to be a one-off camera vs a wide-spread issue. I'll post whatever resolution or repair Canon eventually applies to this matter. Thanks for the feedback everyone. Much appreciated!

Re: R3 Freezes - Canon Repaired - Problem Persists!

Be1900capt — Sun, 16 Jan 2022 00:16:13 GMT

https://www.fredmiranda.com/forum/topic/1736725/0

Re: R3 Freezes - Canon Repaired - Problem Persists!

MarkG — Sun, 16 Jan 2022 17:35:17 GMT

This happened to me yesterday. Almost exactly the same thing. The R3 froze up, rear screen froze, on-off switch froze, had to remove battery to reset, but it kept happening. Removed battery probably 3-4 times and kept happening. Finally switched from using the CFExpress Card slot to using the SD slot and that seemed to fix it or at least it didn't freeze anymore.
I have an R5 that also freezes up. This is a known issue with the R5 and I suspect it will soon become a known issue with the R3. People who have this problem with the R5 have sent them in for repair and received the same unsuccessful response you got. Some users on other forums (CanonRumors.com) speculate that it may be card related. I was using a Transcend card in the R3 at the time. I'm going to try a SanDisk card and see if that helps. SanDisk does seem to have fewer problems with my R5. I have not had an issue with the Transcend cards and the R5, but have had the issue with ProGrade. Never had any problems with freezing up with the 1DxIII and CFExpress. Canon really does need to put some resources into this issue, because it seems to be happening across multiple R bodies even though it affects only a small number of users.

Re: R3 Freezes - Canon Repaired - Problem Persists!

ebiggs1 — Sun, 16 Jan 2022 17:42:33 GMT

This could be a tough problem to overcome. CPS has to replicate the issue in order to be able to fix it. The fact it seems so random makes that difficult. I hope all the best for you guys experiencing it.

BTW, you are using real deal CF or CFx cards. I mean buying from known good sources? There is always the risk of getting a counterfeit card especially when they are fairly expensive cards. If the price seems to good to be true it just might be.

Re: R3 Freezes - Canon Repaired - Problem Persists!

sbunting — Sun, 16 Jan 2022 18:23:32 GMT

Mine froze twice while I was doing absolutely nothing and froze twice yesterday while it was in the sleep mode. That Canon was able to replicate it using whatever cards they use on the test bench leads me away from a card issue. That it occurs after the camera has been on for a while leads me toward heat and they noted in their notes that leaving it on a while replicated the issue and when they tested after firmware reload, they said they left it on for a while and no more. So I don't see it at all when I use it for a few minutes and turn it off, repeatedly throughout the day. I see it when it's on for a long session. Not sure what all that means, but that's where I'm at and I'm going to be nicely climbing down their throat tomorrow when they open for business. No more Mr. Nice Guy.

Re: R3 Freezes - Canon Repaired - Problem Persists!

MarkG — Sun, 16 Jan 2022 18:37:15 GMT

I don't think it is an overheating issue. It happened to me just minutes into a youth basketball game and I have had it on for much longer periods of time without any issues.

Re: R3 Freezes - Canon Repaired - Problem Persists!

sbunting — Sun, 16 Jan 2022 18:42:42 GMT

Not sure the cause, but it is sporadic. Most have no problem, it seems. Regardless, Canon is about to become the owner of a $6K lemon. I'm not going to be a guinea pig for them. I've given them a fair shot and now it's time for them to ante up and make it right. Too much money to have this kind of issue.

Re: R3 Freezes - Canon Repaired - Problem Persists!

MarkG — Sun, 16 Jan 2022 18:46:33 GMT

The Transcend Card I was using was purchased from B&H. I never buy from anyone but known sources. This is also a known issue with the R5. Not experienced by all users, but certainly by many, as a quick internet search will reveal. I agree it is tough issue to overcome and so far, Canon seems to have been unable to address it in the R5. So long as it is merely a nuisance, I have come to live with it in the hopes that someday Canon will figure it out and provide a firmware solution. Since it has happened only once with the R3 I will continue to "Beta Test" the body to see if there is any relationship between the cards and the malfunction. With the R5 it seems as though SanDisk cards have the least problems, so I will use SanDisk in the R3 and see if it happens again. I have read on other forums that the standards for CFExpress are still a bit ill-defined, so maybe that is part of the problem.

Re: R3 Freezes - Canon Repaired - Problem Persists!

sbunting — Sun, 16 Jan 2022 20:15:26 GMT

At least with my camera, Canon CPS already replicated the issue and with whatever card they use on the bench. They simply failed to apply the right fix. We'll see what happens next, but I'm going to refuse another round of repairs. New camera time. $6K is no joke and one doesn't expect this behavior for this kind of product.

Re: R3 Freezes - Canon Repaired - Problem Persists!

MarkG — Sun, 16 Jan 2022 22:11:20 GMT

Please keep us apprised of your situation. My problem is that I'm in the midst of basketball season, with men's volleyball about to start up as well. So, even though I am a platinum CPS member, I can't afford to be without the R3 for even a few days. I just have to wait and see if I can keep it manageable for next few months.

Re: R3 Freezes - Canon Repaired - Problem Persists!

ebiggs1 — Thu, 20 Jan 2022 15:27:53 GMT

"$6K is no joke and one doesn't expect this behavior for this kind of product."

I agree, they'll fix it. Does CPS still have a loaner service?

Re: R3 Freezes - Canon Repaired - Problem Persists!

sbunting — Wed, 19 Jan 2022 17:31:47 GMT

When I get this resolved, I will certainly post the resolution here. They have a loaner program, one for evaluation and one for a loaner during repairs. I didn't see the R3 or the r5 on the eval list. They don't list what they have for loaners during repairs, but they do have this service.

Re: R3 Freezes - Canon Repaired - Problem Persists!

sbunting — Wed, 19 Jan 2022 17:44:29 GMT

In preparation for my return to CONUS, I reached out to Canon CPS today. They have started a repair process just to get it started, but also passed me off to sales to get the camera replaced. What a joke that was. Eventually I spoke with a supervisor at sales named Jason, whose last name is #207. He insists that I return the camera at my own expense and to pay for insurance for $6K. He acted like he was doing me a favor by "extending the return" period. I told him I was seeking a replacement, not a refund. I told him I put this on record with Canon within a week of receiving the camera via CPS. CPS told me by doing so, I was locking in my ability to return for a replacement or refund. Meanwhile, CPS took the camera in for repair, but failed to resolve the problem. Sales has zero connection with CPS; they exist on two different planets. You'd think that sales would love CPS members as they buy lots of Canon products, but not so. Such a disconnect makes zero business sense. I finally escalated the matter to customer relations, which is where I suggest anyone having this issue begin the process. Forget sales! I don't yet have a resolution, but at least I have someone who is going to run with the ball and try to make this right. More to come....

Re: R3 Freezes - Canon Repaired - Problem Persists!

dgfalcon — Wed, 19 Jan 2022 20:45:04 GMT

Hello,

This happened to me last night too. My Canon EOS R3 froze up while using it with the Canon RF 70-200mm f2.8 lens - it would not take photos, the menu didn't work, and it would not turn off. I have been using it for about a month and no issues till now. I pulled the battery and then it worked ok afterwards (I was shooting a soccer game at night). Called Canon Support and they said there are no known issues, so I should take it to the Canon Service Center (not too far away) and they will likely need it for 5-7 business days... sigh. Will see. I'm new to Canon.

Re: R3 Freezes - Canon Repaired - Problem Persists!

MarkG — Thu, 20 Jan 2022 05:08:52 GMT

Latest Update. I shot two basketball games tonight. Switched to SanDisk Extreme Pro 256 gb CFExpress cards. Two lockups. So better than the other day, but still a problem. The first time I removed the battery and that reset the camera. The second time, I just turned the locking switch on the battery without taking the battery out and that reset the camera.

I have another two games on Saturday and we will see how it goes then. Someone on another forum suggested resetting the camera to factory settings, which I may try after Saturday's games. Anxious to hear what Canon tells others.