VIXIA HF R800 Can't get movies off the camera

[anniebrowne08]

Hello there...just got this camera and having an issue getting the test video downloaded to my computer. Using a SanDisk Ultra 128 GB card. When I connect the camera to the computer, it sees the file folders but says they're empty. On my Chrome book, when I attach the camera, the browser says the camera drive is "read only". Help! Need to be able to easily get these videos to my computer.

[Nick2020]

Hi anniebrowne08,

Thanks for checking in with us.

Here are the steps involved to download from the camera:

• Power the camcorder using the compact power adapter,
• Go to the playback screen on camera
• Connect to the computer with the provided USB cable.
• Launch CameraWindow and follow the prompts for downloading.

You can get CameraWindow from the link below:

https://www.usa.canon.com/internet/portal/us/home/support/details/camcorders/consumer/vixia/vixia-hf...

[anniebrowne08]

Hello Nick2020, thank you for responding. I've done all of the steps you listed and when the camera software launches when the camera is plugged in, the video download fails. I need to be able to get videos off my camera.

[Tim]

anniebrowne8, 

We're sorry to hear that you are having issues with the download.  What is the software you are using to import?