topic Re: The Canon Website in General Discussion

Trouble registering new lens, previous registered products have disappeared

Mano-CD — Tue, 06 May 2025 12:42:14 GMT

For the past few days, I am having trouble with the Canon Website. All my registered products have disappeared. I am trying to register a new RF lens, the product does not show up and I am unable to proceed further. Does anyone know what is happening?

Re: The Canon Website

March411 — Sun, 04 May 2025 11:50:09 GMT

The Canon site is a mess right now. I can't even log onto the site. I just get cycled through image verification endlessly. Prior today I couldn't view my registered products using the "Click on your product to see a personalized and comprehensive view of support offerings and other product resources." I would select the item and......nothing.

You would think a tech company as large as Canon would have the ability to maintain their website.

Re: The Canon Website

justadude — Sun, 04 May 2025 14:00:25 GMT

Maybe they have it fixed now. I can log in, see all of my products that I have registered, look for downloads and firmware updates, etc. Go back and try again.

Re: The Canon Website

March411 — Sun, 04 May 2025 15:43:09 GMT

Well it must be on and off because right now it's telling me

Looks like you don't have any registered products

Re: The Canon Website

Stephen — Sun, 04 May 2025 15:50:34 GMT

There may be a technical issue with your Canon Account. Please call 1-800-OK-CANON (800-652-2666) during normal business hours, and our team will help resolve this.

Re: The Canon Website

shadowsports — Sun, 04 May 2025 18:20:57 GMT

Greetings ,

I've been logging into MyCanon, the Canon USA website and Canon ID several times over the last few days without any issues whatsoever. All of my registered products appear under my account. Yesterday I looked for the RF-S-14-30mm since another user reported it wasn't added to the product database yet. It's still on pre-order and only released in limited quantities. I've had to call support before to have a new product added to the database. It's not a big deal.

For users who don't see their previously registered products, This is usually because you created a second account and are not logging into the account your products were previously registered under. Sometimes support can help you figure out what that email address was. Note I said sometimes, not every time. It's important to keep accurate records.

Overall, no issues with any of my Canon Accts

Re: The Canon Website

March411 — Sun, 04 May 2025 19:55:58 GMT

Specific to my account, one username only, for quite a long time, order history is still viewable and all (many) registered items are gone.

Re: The Canon Website

johnrmoyer — Sun, 04 May 2025 21:12:07 GMT

@Stephen wrote:

There may be a technical issue with your Canon Account. Please call 1-800-OK-CANON (800-652-2666) during normal business hours, and our team will help resolve this.

Re: The Canon Website

johnrmoyer — Sun, 04 May 2025 21:13:07 GMT

@March411 wrote:

Specific to my account, one username only, for quite a long time, order history is still viewable and all (many) registered items are gone.

Same for me

Re: The Canon Website

johnrmoyer — Sun, 04 May 2025 21:34:23 GMT

My products show up if I log in using Safari browser, but not if I use Chrome browser.

For decades it has been bad practice to use browser specific code instead of writing to the W3 standards. But, maybe it is just a difference in cookies. If it is cookies, Canon could fix it by setting the expiration time on the cookies.

EDIT: one more guess is that the problem is related to the Canon web page redirecting the browser to a different Canon domain than the one used for login. This should not be too difficult Canon to troubleshoot.

Re: The Canon Website

Mano-CD — Sun, 04 May 2025 23:10:24 GMT

Exactly what it tells me. Canon USA however, does not seem to care.

Re: The Canon Website

March411 — Mon, 05 May 2025 00:53:29 GMT

Firefox for me.

Re: The Canon Website

justadude — Mon, 05 May 2025 13:45:26 GMT

I typically use Safari, but I do have Firefox installed. So today instead of logging in on Safari I thought I would check if it was a Firefox issue. I still see all of my registered products. So I got off of my iMac, fired up my old PC laptop thinking maybe it's a Windows issue that I'm not seeing on Mac software. So Windows PC and Firefox... I could still log on and see all of my registered products. Maybe it is an issue with your account?

Re: The Canon Website

March411 — Mon, 05 May 2025 13:59:38 GMT

Thanks for checking Gary, I'm going to give Canon a call today.

Re: The Canon Website

Jkarl — Mon, 05 May 2025 14:10:10 GMT

I was having the same problem using Chrome, I deleted the browsing data and the cookies and this solved the problem for me.

Re: The Canon Website

March411 — Mon, 05 May 2025 14:49:04 GMT

I just spent 30 minutes on the phone with Canon support. They conveyed that Canon has been working on the website and did a new migration as recently as Friday. We tested several browsers and the problem is cookies and history related, for whatever reason it was pushing me to Canon CPS when I am not a member.

Clearing cookies and history solved the problem temporarily, everything would show up. Once I logged out and logged back in the problem resurfaced. I explained that I have not changed anything locally on my system or the method I enter the website.

After testing for several minutes directed by Canon support they agreed that it was a Canon website issue. They are looking into the problem and hope to get resolution quickly.

In closing, the support person was fantastic, worked through several different tests and took great notes. From my perspective, once you get to a human they are nothing short of great!

For now clear your cookies and history if you have challenges while they are working on the fix.

Re: The Canon Website

justadude — Tue, 06 May 2025 17:38:02 GMT

"For now clear your cookies and history if you have challenges while they are working on the fix."

I think your last sentence made me realize why I have no problems with the Canon web site while many of you do. Before I retired two years ago, our IT Tech would tell us to set up all company computer browsers in privacy mode so it would clear all history and cookies every time we logged out. It saved him and his team a lot of headaches, so I've been doing the same on my home computers for the past 17 years.

"From my perspective, once you get to a human they are nothing short of great!"

I couldn't agree with you more, Marc! While customer support seems to be getting worse every year with a lot of companies, Canon (and in my experience, Apple) have some of the best support people on the planet. All other companies should use these two companies as a roll model.

Re: Trouble registering new lens, previous registered products have disappeared

JFG — Thu, 08 May 2025 01:59:41 GMT

Hell everyone,

I'm experiencing the same when I access my account on my Galaxy Ultra using Google, I get: "Looks like you don't have any registered products". However, if I log into my account using DuckDuckGo on my cell, I can see all of my registered products. If I log into my account with my laptop using EDGE,I can also see all of my registered products and all of my orders etc. Therefore, I know that there is nothing wrong with my Canon account. So, the problem occurs when using Google. Also, per Whiz (March411): "After testing for several minutes directed by Canon support, they agreed that it was a Canon website issue. They (Canon) are looking into the problem and hope to get resolution quickly. Hopefully, the issue will get resolved soon.

Re: The Canon Website

Mano-CD — Fri, 09 May 2025 00:01:37 GMT

I have the same experience. If I login on Safari, I see all of my registered products. On Chrome, zilch. The ball really is in Canon's court. They should set up technology in such a way that, whatever browser we use, we should be able to see all registered items. My issues continue with Chrome. Does Canon not care?

Re: The Canon Website

Mano-CD — Fri, 09 May 2025 00:04:07 GMT

No issues with my Account. I can see all my registered items if I log into my Canon account on Safari. The problem is Chrome and it is the browser I use. Canon knows there is a problem but they do not seem to care.