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VIXIA HF G50 freezing during livestream

Scoots
Apprentice

I am having the exact same issue with my VIXIA HF G50. I am not using Zoom. I am simply plugged into a Blackmagic ATEM mini. All it does is receive the HDMI signal from the camera via an HDMI cable, it does not interact with the camera in any way. The camera itself is freezing. Moving the power switch to "off" does nothing. The camera stays on, displaying the frame it froze on. I am willing to bet the OP is having the same exact issue. If he is "streaming" then it is definitely a camera issue, like mine.

2 REPLIES 2

Hazel_T
Product Expert
Product Expert

Hi Scoots,

I'm sorry to hear your camera is freezing. If it is freezing to the point where the display doesn't turn off when you flip the power switch the camera most likely needs to be serviced.

Before sending it in it would be good to check a couple of things. The first is to load a different battery in the camera. Sometimes if the battery is malfunctioning it can cause freezing like this. The next thing is to try loading a different memory card in the camera. Sometimes if a card is corrupted it can cause this kind of issue. If the issue continues next try a different HDMI cable, and finally if the same thing is happening try connecting the camera to a different HDMI device to see if the freezing keeps happening. Sometimes if the cable is degraded or if there is an issue with the first HDMI device you were trying they can cause freezing.

If the freezing keeps happening after checking each of those things at that point we would recommend sending the camera in for service. 

The Canon U.S.A., Inc. online repair portal 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 portal to arrange for service:

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.

Thank you for the reply. It happens with a battery, it happens with a battery and plugged into the power supply, it happens without a battery and plugged into a power supply. I do not have a memory card installed. Probably worth mentioning, the firmware is up to date, and has been since before the issue started. I will try different HDMI cables the next time I have an opportunity and report back.

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