topic Re: Canon R5 freeze after 1.5.1 update in EOS DSLR & Mirrorless Cameras

Canon R5 freeze after 1.5.1 update

mgammal — Mon, 21 Feb 2022 01:49:12 GMT

Hi Canon,

After installing firmware 1.5, I was having my R5 freeze regularly with animal eye autofocus mapped to back button focus. I installed firmware update 1.5.1 this weekend hoping it will fix the issue. I went out today to shooting some shore birds. My R5 locked up 3 times in a period of 1.5 hours of shooting, one of the three was was with error E70. In all three cases, turning the camera off/on fixed the issue; this is different from firmware 1.5 freezes, where I had to take out the battery to fix the freeze.

Please let me know if you need more information about the camera settings. I happy to share them.

Regards, Mo

Re: Canon R5 freeze after 1.5.1 update

NatalyaP — Mon, 21 Feb 2022 02:02:41 GMT

Greetings, mgammal

I'm sorry to hear about the freezing issues you're experiencing with your EOS R5 after updating the firmware to version 1.5.1. An Error 70 relates to an image related malfunction being detected by the camera. Please provide us with the camera settings, the lens you were using, if any accessories were attached to the camera, and shooting environment.

If possible, please test a different memory card with the camera to see if the same issue occurs. We recommend to format the memory card prior to using it and please note that formatting a memory card will erase all data from the card.

Re: Canon R5 freeze after 1.5.1 update

mgammal — Thu, 25 Aug 2022 20:19:26 GMT

Hi NatalyaP,

Thanks for your quick reply. To make sure my report is clear, only one of the three freezes was with error E70, the other two were just freezes while trying to acquire focus.

Lens:

I was using is Canon RF 100-500, with only the lens attached to the R5. The lens settings was: IS ON, IS mode 2, focus is set to 3m - infinity. Focal Length was at 500mm.

Camera setting:

Servo focus

Animal eye autofocus assigned to back button focus

Focus method - was set to Expand Focus Area: Around

Shutter button set up to metering only

Exposure simulation enabled

Display performance set to smooth

Environment:

Temp: 55 degree (f), around 2:30 PM, partly cloudy skies, subject: Oyster catchers on darker rocks and mallard ducks swimming near the shore, distance to subjects: ~15-45 meters, subjects were side lit.

I have the settings saved to one of the custom modes, I'm happy to share them over email.

Regards, Mo

Re: Canon R5 freeze after 1.5.1 update

Hazel_T — Mon, 21 Feb 2022 03:16:04 GMT

Hi mgammal,

When Err70 happens on a camera it would freeze, so the two freezes without the error message could have still been related. The settings you listed are in line with what we would expect. Those settings shouldn't be causing the camera to freeze.

Typically Err70 is related to the camera being unable to write files to or read files from the memory card. I see you mentioned it was happening when you were focusing, but it would still be good to try loading different memory cards in the camera to see if the same thing happen.

If the issue continues the next step would be to attach a different lens on the camera and take some test shots to see if the same thing happens. That way it can be narrowed down to if the issue is being caused by the lens or the camera body. If the error is only coming up when your RF100-500mm lens is attached we would recommend sending the lens in for repair. If the error is coming up regardless of the lens attached and memory card used we would recommend sending the camera in for repair.

If you send the camera or lens in for repair make sure to include a copy of the proof of purchase in the box. The technician will need that to verify the warranty.

Canon U.S.A., Inc. has created a new online repair portal that allows you to set up service in a few simple steps. The repair portal gives you the ability to set up service for multiple pieces of equipment at once, and to receive a repair estimate in the majority of cases, depending on your model and issue. The portal also allows you to upload images or videos that will assist us in repairing your product. You can also select how you wish to be notified of the progress of your repair. The portal's service history section allows you to view all services that have been performed on any of your camera or video products since January 7, 2020.

Please follow the link below to access our online repair

https://mycanon.usa.canon.com/signin

Instructions for Accessing and Using the Online Repair Portal

You will need to access or create your My Canon Account.

If you already have a My Canon Account and your product is already registered, simply click on the “Get Repair Services” link on the left menu and follow the onscreen instructions to arrange for service for your product.

If you have a My Canon Account and your product is not registered, you must register your product first. Click on the “Get Repair Services” link on the left menu, then click on the “Register Product” link on the right. After your product is registered, click on the “Get Repair Service” link on the left menu and follow the onscreen instructions to arrange for service for your product.

If you do not have a My Canon Account, you will need to create one. After you create your account, click on the “Add Product” link to register your first product. After your product is registered, click on the “Get Repair Service” link on the left menu and follow the onscreen instructions to arrange for service for your product.

Once you have completed the repair request, you will have an opportunity to print a copy of the request for your records. This request form will also contain shipping instructions and an address label that you will attach to the outside of your shipping box when mailing your equipment for repair.

Re: Canon R5 freeze after 1.5.1 update

mgammal — Mon, 21 Feb 2022 03:41:24 GMT

Hi Hazel,

I will try a different storage card to rule out a card problem. The freeze sequence was as follows:

1. A black out freeze during focusing, with no error message, turn the camera off/on, shoot some more for around 20 mins

2. A black out freeze during shooting, this time with Err70, turn the camera off/on, shoot some more for around 30 mins

3. A black out freeze during focusing, with no error message, turn the camera off/on, shoot some more for around 40 mins

Just more info, both the 100-500 lens and R5 just came back from a second a trip to CPS where they verified they are working correctly.

Re: Canon R5 freeze after 1.5.1 update

mgammal — Mon, 21 Feb 2022 19:49:58 GMT

Hi Hazel,

This morning, I low-level formatted a different card from a different manufacture, a 128GB Sandisk, in camera. Tried to focus on a nearby roof -- about 50 meters away. The camera locked up within the first 15 seconds of keeping the back button focus pressed.

Regards, Mo

Re: Canon R5 freeze after 1.5.1 update

mgammal — Wed, 23 Feb 2022 19:36:34 GMT

Thanks Joseph,

I actually sent the camera and lens to Canon repair (I have CPS membership) two times already over the last month for inspection/repair; in both cases they returned them with a note that they operating within spec, and a future firmware will fix the problem, this was before 1.5.1 was released. I saved the settings that I replicate the problem with in case Canon need them.

Regards, Mo

Re: Canon R5 freeze after 1.5.1 update

lindat — Wed, 23 Feb 2022 19:40:19 GMT

I would like to add to this thread since I am having similar problems after the 1.5.1 update. I plan to continue gathering information and will contact Canon again.

1. I am using the R5 with the AF-On button set to center point Servo. The star button is set to Animal Eye detect. The shutter button has no focus function, just takes the photo.
2. I am using a ProGrade card 128 GB, 300 MB/s R, 250MB W
3. I am using the RF 100-500 lens with the RF 1.4x attached. Prior to installing version 1.5 and then later 1.5.1 I never had issues with the 100-500 causing a freeze. I only had updated to 1.2 and no further. However, I did not have the 1.4x extender at that time. I just began using the extender with version 1.5.
4. Camera froze about 5 times with 100-500 in 15 min. after 1.5.1 update. It was freezing with 1.5 also. I was going back and forth between AF-On button and * button.
5. I called Canon and was ready to send the camera in, but rep told me to try it without the 1.4x attached. I did and went out and took approximately 400 shots with no issue. I went back and forth between the two buttons and all worked very well.
6. I also tested the 1.5.1 update with the 600 mm f11. Again, no issues and I photographed like I normally do going back and forth between AF-On and * button. I photograph mainly birds.
7. I tested 1.5.1 with my rf 70-200 f4 and it froze once, same setup.
8. I've never had an Error 70 message.

I just wanted to add this information now and I will continue to record the performance of the R5 with my lenses until I can decide what needs to be sent in, the camera or the lens, or lens with extender. At this point I do not know.

Re: Canon R5 freeze after 1.5.1 update

dmlarson — Sun, 27 Feb 2022 12:49:32 GMT

My conditions are similar (R5, 100-500mm, without 1.4 - same back button focus arrangement) except that I had many freezes with 1.5 (necessitating removing the battery to fix), fewer freezes with 1.5.1 (just on-off fix). I have not had any freezes with the 100-500mm + 1.4 extender, but have not used it very often. Clearly Canon has more firmware work to do. Love my pix though.

Re: Canon R5 freeze after 1.5.1 update

lindat — Sun, 27 Feb 2022 16:40:22 GMT

Same here, pics are amazing with the rf 100-500 and the extender. I was out the other day with the rf 100-400 and had no freezes. Camera performed beautifully. I took lots of shots of wild horses on the river. That lens is incredible also. Hopefully, the R5 will work well with all combinations of lenses/attachments.

Re: Canon R5 freeze after 1.5.1 update

dnadalin — Sun, 27 Feb 2022 21:30:39 GMT

issue: R5 camera freeze requiring battery removal to restart. No error message, blacked out display.

I have R5 setup with the star button set to current AF mode/AF Servo. The AF-On button is set to Animal Eye detect.
The shutter button has no focus function, just takes the photo.
I am using a Sandisk Pro 128 GB CF & SD cards. Issue happens during focus, not shutter release so I don't think the card is involved.
I have 3 different Canon batteries and the issue doesn't seem to follow battery or charge level.
I have hit the issue with the RF 100-500 lens with and without the RF 1.4x attached
The control ring on the RF 100-500 lens set to change AF Modes. The issue has happened twice just switching AF mode with the control ring. - rare
I also infrequently use the RF 24-240 lens - Issue has happened with this lens
Issue has happened with firmware 1.4, 1.5 & 1.5.1

Most recently ran into the issue using just the AF-On to do Eye AF focus on a duck with difficult to see eyes (black on black). Camera froze 4 out of 10 times while testing focus. Either it obtained eye focus (blue rectangle) or it froze with a gray rectangle on the birds head, then blacked out necessitating battery removal. My test sequence was to press AF-on to obtain eye focus on the bird, releasing it once it had focus, then repeat. No shutter release during this testing. Full battery, Sandisk Pro CF card, 1.5.1 firmware.

The problem is infrequent enough that I have tolerated it so far, but annoying enough that I really would like to see it fixed.

Re: Canon R5 freeze after 1.5.1 update

thiyagum — Mon, 28 Feb 2022 11:20:09 GMT

I am also experiencing same freezing problem even after 1.5.1 firmware update. R5 + RF 100-500MM lens back button Eye auto focus set up.

Re: Canon R5 freeze after 1.5.1 update

caseydull — Mon, 28 Feb 2022 18:00:54 GMT

My Canon R5 and both R6 cameras locked up repeatedly after the update. The battery grip even reported that I was using non-camera batteries when I used the ones that came from canon. The locking up problem is now much worse than before. Please help!!!

Re: Canon R5 freeze after 1.5.1 update

lindat — Mon, 28 Feb 2022 20:15:05 GMT

Yes, I have tolerated the problem also. R5, firmware, 1.5.1. The camera takes excellent photos and the lenses are amazing, but this is a very annoying problem. I'm a wildlife photographer and I use the AF-On and the * button for focusing. I read on some forums where individuals have never had an issue and seem to think that those that do have the issue have it due to user error. I disagree. No one should be experiencing this issue with an R5. I had the RF100-400 out yesterday with the 1.4x extender to photograph wild horses. The camera performed beautifully and I thought, maybe it is fixed. Well, I spoke too soon. This morning I went out with the same setup and a newly formatted (low format) of card and the camera froze 3 times in about 15 minutes. After that, it seemed to work properly. This is not a user error, but an issue with the R5.

Re: Canon R5 freeze after 1.5.1 update

KenGriffiths — Tue, 01 Mar 2022 05:11:31 GMT

Yes, 1.5.1 for me is not as good with animal eye focus and I am getting freeze ups which I have not had before

Re: Canon R5 freeze after 1.5.1 update

dmenelau — Tue, 01 Mar 2022 05:14:46 GMT

Incredible unbelievable in 2022 we still have this type of problem! spent fortune to get a camera and completely unreliable! The situation is worst for me as waterphotographer and dealing with this issue during a surfing session! Imagine my pain, swimming with the camera, trying to get in position for the shot and camera freezers! then to help me turning the camera on and off doesn't help and I will need to swim back to the shore to dry the waterhousing, open the waterhousing and remove the battery..... Incredible painful! Before ask, yes, everything original and the best what the money can buy, original battery, RF lens, Latest firmware, CF express card (Scandisk Extreme Pro 128gb), and still behaving this way! Take note the EOS R3 also still have the same issue inclusive after the update of the latest firmware!

Re: Canon R5 freeze after 1.5.1 update

KiwiPaul — Wed, 02 Mar 2022 10:32:33 GMT

I am also getting this issue

R5 RF 100-500 Back button animal eye af formatted cards

freezing occurs when using BBF

freezes every 30-40 minutes

Re: Canon R5 freeze after 1.5.1 update

dnadalin — Thu, 25 Aug 2022 20:20:04 GMT

Hi NatalyaP any updates to this?
Particularly mgammal's issue where the camera freezes just trying to acquire focus. Not the separate error 70 issue.
Others are reporting the same issue in this post so it's not an isolated issue.

Re: Canon R5 freeze after 1.5.1 update

dnadalin — Wed, 02 Mar 2022 21:48:52 GMT

Hi Hazel_T any updates to this?
Particularly mgammal's issue where the camera freezes just trying to acquire focus. Not the separate error 70 issue.
Others are reporting the same issue in this post so it's doesn't seem to be an isolated issue.

Re: Canon R5 freeze after 1.5.1 update

BobbieAB — Tue, 08 Mar 2022 04:17:13 GMT

Same problem as several above have report. Using back button eye focus, shooting high speed, 100-500. Push button to lock focus, finger on shutter, waiting to track bird in flight, everything freezes. Power off, power on and shoot again. Until it happens again.