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My ZR500A camcorder stays locked in the Canon startup screen when I try to put it into camera mode.


I can't even turn it off .  To turn it off, I have disconnect the battery.  I can power up the camcorder in play mode and that mode operates normally, but when I try to switch to camera mode, it locks up in the Canon startup screen.  Is there a way to fix this (e.g., a software reset sequence),  or should I toss the camcorder and get a new one?


Look in the manual, there may be a pinhole in the body where you can reset the camera using a pen point or paper-clip. The manual may also be on this Canon site, here.

Product Expert
Product Expert

I'm sorry to hear that your ZR500 won't power off without removing the battery.

You may try resetting your camcorder.  To do this, remove the battery and turn the power switch on in the "Camera" position, and leave it for 20 minutes.

If the issue persists, unfortunately, your camcorder will require service to correct this issue.


Since the camcorder is more than one year old, it is out of warranty.  We have two options available:  you may participate in the Canon Loyalty Program, or send the camcorder in for repair.

The Canon Loyalty Program option allows you to replace your current camcorder with a refurbished Canon Camera for a discounted fee, and have it shipped via Ground delivery.  The refurbished unit offered through this program carries a 90 day warranty.  The original non-functioning camcorder would then be returned to Canon USA for recycling using a prepaid shipping label that would be provided.  If you would like to take part in this option, please call our Sales Department at (866) 443-8002 seven days a week, 8am to Midnight.  Let them know you have been working with email technical support and the Canon Loyalty Program was offered.  Be sure to have your serial number for your camcorder at the time of your call.

You can also send your camcorder in for service.  If you prefer this option, please forward your digital camcorder to the Factory Service Center shown below.  When shipping your camcorder, please be sure to remove the memory card and battery.  You are not required to send any accessories or manuals when shipping the camcorder.  Be sure to include your name, street address (no P.O. boxes, please), telephone number, and a letter describing the issue with the product.

As we do not provide RMA numbers for service, we suggest using a trackable and insurable service (i.e. UPS, Federal Express, Priority Mail) to ship your camcorder.  Please package the camcorder very securely to prevent damage during shipment.


Please send your camcorder to the closest of the following addresses:

Canon Factory Service
100 Ridge Rd
Jamesburg, NJ 08831


Canon Factory Service
15955 Alton Parkway
Irvine, Ca 92618


Canon Factory Service Center
12022 Canon Blvd
Newport News, VA 23606


Upon arrival at the Factory Service Center, your camcorder will be logged in to our repair database and assigned a repair number.  Next, the camcorder will be visually inspected and you will be advised of the findings.

A written estimate will be sent to you at the address that you have provided.  The repairs to your camcorder will not begin until you approve this estimate and make payment arrangements.  If, after receiving the estimate, you do not wish to have the camcorder repaired, please inform the Factory Service Center of your decision as soon as possible.  If you decline the estimate, the camcorder will be shipped back to you unrepaired.

When the repairs are complete, the camcorder will be shipped back to you via Federal Express or UPS.  The length of time for the repair will be dependent upon the nature of the repair and availability of parts, if needed.  Usually, repairs are completed within approximately seven to ten business days of payment.

Once you have confirmed with your shipper that the camcorder has been delivered, you are more than welcome to contact us for repair updates.  Please include your name, address, and telephone number, as well as the serial number of the camcorder, in all repair status inquiries. 

The standard labor cost to make the repair is $149.00.  Parts may be an additional cost.  Cameras damaged by liquid, sand, applied pressure or force may have a considerably higher repair cost, depending on the results of the Factory Service Center's evaluation.

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