EOS Utility 3/Camera Connect Don't Show Any Photos (But I Can See Them from the Camera/CFexpress)

[dwa]

Hi, I'm having a weird problem. Tech details first: EOS R5m2, 1.0.3 firmware, Prograde 1.6TB Iridium CFexpress B.

The problem: yesterday, my Camera Connect stopped showing any photos in "Import Images," only the (few) videos I had taken. EOS Utility 3 does the same thing. So I can't download any photos using EOS Utility or Camera Connect. I can see all the photos on my camera and on the CFexpress card on my computer (but I like having EOS Utility rename my files, so I don't want to download them directly if I can avoid it). For a short while, Camera Connect would show photos taken after connecting, but if I disconnected and reconnected, those would disappear, too. Both programs can see the pictures on my SD card, though. I've tried removing and reinstalling Camera Connect, as well as resetting my camera connection settings, but neither of those have worked.

I was going to try to use Service & Support, but for some reason Canon's website is buggy and no longer shows any of my registered products (and gives me a variety of errors) and when I can see my registered R5m2, it says "Agent assisted support is no longer available for this product" and to go here instead. So ... here I am.

Help needed:
1) Is there a way to get EOS Utility to see the photos again (before formatting the card)?
2) Is there a Service & Support help number I can call? I'd have tried this as well, but see the problems I've had, above, with that route....
3) Is the last ditch option to download the cards directly from the CFexpress and then try formatting the card?
4) I had heard that the R5m2 had some issues with some memory cards, but I hadn't seen any reports for problems with any Prograde Iridium cards?

Anyhow any help is appreciated. I haven't found anything specifically about this issue, so I'm a bit stumped.

[shadowsports]

Greetings,

I'd move all media you want to recover data from to a card reader.  I copy this data off the card(s) manually.  It sounds like there is a problem with the cards formatting, some type of corruption or incompatibility.  If I recall, I thought it was some SanDisk SD UHS-II V60 cards that had compatibility issues.  Maybe others too?

Canon does not provide any data recovery support.  Pro-Grade probably has recovery software available but you said you can see the images, just not in the EOS utility.  

Problems can arise if you are moving cards between cameras, not formatting a card (in camera) before use or formatting on your computer and trying to use in the camera without correct formatting.  Not sure if any of these apply in your situation.  I wouldn't spend too much time on this. I'd copy the images manually off the card and deal with them.  I would then format the card in camera and continue use. If you have another issue I would open a support case with ProGrade.  I use AngelBird, ProGrade and Sandisk cards in my R5C.  I've had great luck with all of them.  Although I don't think any of my cards are over 1TB.  The R5 mkII supports large cards (at least 2TB) and CF Express type B 4.0 even though the camera itself is only 2.0 standard.

[dwa]

Thanks, Rick. I think that's what I'm going to do (download the files manually) - thankfully my camera is treating the card like normal, and I can interact with it normally with usb-c to my camera (I hadn't gotten a card reader because I hadn't planned on transferring data manually like this).

I'd formatted the card with the R5m2 before using it, and it hasn't left the camera since. I'm mostly confused about this all because I could still download videos just like normal using Camera Connect and EOS Utility - its only photos that they won't recognize. And it says something like 0/813 (or so) files selected (despite showing nothing). I've checked all the filters, and nothing seems selected that I can find.

Once I get the files downloaded, if I can't find a fix, I'll format the card in camera, and post an update.

[shadowsports]

That would be helpful. Hope everything goes well for you.