Canon Connect cannot reset password

[Photonmaster]

I have a Canon USA account. No issue logging in there. On the Canon Connect app, I could not log in as there was an issue with the password. Requested a new password and click on the link received via email. I fill in the new password and "missing" information (Name, phone, email), and all is well until I finish - I then receive an error message titled "Error" with text below, "There's been a problem" and a "Close" link.

I've tried this many times, even deleted the app and re-installed it. I've never had any app issues before (I have Sony, Fuji apps). I was thinking the app keeps waking my camera - new R6 MkII as the battery is dead every time I want to use it and the red light on the black flickers every once and awhile (5 - 20 minutes) and I hear the lens activate momentarily.

Really disappointed in Canon quality. Just got a service ticket written up and will return this new camera (1 year old but barely used due to battery being dead each time).

[Hazel_T]

Hi Photonmaster,

I'm sorry to hear you're having issues with the Canon Camera Connect app and your EOS R6 Mark II. In regards to the issue with the EOS R6 Mark II that likely isn't related to the app. After the Canon Camera Connect app update you need to be logged into the app to have the camera and phone connected. If your log in to the app isn't currently working the app and camera aren't connected, so in this case the app wouldn't be draining the battery.

On the camera the the red light on the back comes on anytime it is checking, writing, or reading files from the memory card. If the camera is powered off that light shouldn't come on at all. It should only come on while the camera is powered on. If this is happening while the camera is powered off, and you want to try trouble shooting it before sending it back, we would first recommend loading a different battery in the camera. Sometimes if a battery is malfunctioning it can cause power surges that momentarily power up the camera and then power it off again. That can cause both the rear red light and lens movement issues you mentioned. If that doesn't resolve the issue then we would recommend loading a different memory card in the camera. Sometimes if a memory card is malfunctioning it can cause power related issues on the camera. If the issue continues after checking those things at that point we would recommend sending the camera in for repair.

For the Canon Camera Connect app the log in should be the same as the log in for our website. So as long as you can still log into your account HERE then your account should be fine. What type of phone do you have and what operating system version is it running? One other thing to double check is if you have a VPN on your phone try disabling it or removing it. Sometimes if there is a VPN on the phone it can cause issues with the Canon Camera Connect app.