EOS Utility 3 seldom works (Canon EOS R6 Mk II)

[pspdog]

Hello there,
As per title, I'm having major issues with using EOS Utility via USB cable. A few weeks ago, randomly, EOS Utility started acting up in the following ways:

1. When trying to use Live View Shoot, the button does not work - it's not greyed out, but clicking it does nothing. |
2. Sometimes clicking it causes the whole EOS Utility software to shut down
3. When clicking "Download photos and videos" they do not show up, instead I see the following:

This does not ALWAYS happen - all the aforementioned functions SOMETIMES work, but it usually takes a single or multiple resets of either the camera or my computer, or both.
I'm losing my mind trying to fix this as I'm using the functions daily. Here's what I tried:

- Upgrading firmware (didnt help, I'm at the latest available)
- Reinstalling EOS Utility multiple times
- Messing around with EOS utility's options to launch/not launch when camera is connected and multiple others
- Switching around cables (not the issue)
- Using different USBC port of my computer (not the issue)
- Updating all drivers including GPU

Nothing seems to help and I have no idea where to look. Any advice would be helpful.
Mind you, everything worked perfectly up until a few weeks ago, however no notable change was made there either to the camera or to my PC.

Thanks!

[Waddizzle]

Welcome to the community!

It would be helpful if could tell us what OS you are running. Based on your comments it sounds like you are running Windows on a DIY desktop or tower.  

Are you using an off the shelf laptop?

Are you using a USB port expanded.?

[pspdog]

I’m using Windows 11 on a desktop PC running i9-14900k and RTX 4090

[Waddizzle]

“ I’m using Windows 11 on a desktop PC running i9-14900k and RTX 4090. “

Thanks.  Was this an off the shelf desktop?  If not, did you purchase Windows 11 from Microsoft?

Are there any internal USB port expanders?  We need to connect directly to the motherboard.

Is the camera connected to any other devices?  If so, let’s disconnect them.

How long is your cable?

[pspdog]

Yes, it’s a legitimate Win 11 (boxed, not OEM)

Yes, the cable is connected to the PC directly, no port  expanders or converters used. I have two USB-C slots and tried them both.

No other devices connected, wifi turned off in camera

As for length, I believe it’s around 1.5 meters or so, it’s an official cable made by Canon. It cannot be any shorter

[pspdog]

I'd like to bump this topic.
Using the same cable, EOS Utility works flawlessly on a Mac as connecting well to an iPhone after setting the mode to iPhone connection. Thus, I'm 100% sure the issue is on the PC's side but I have no idea how to isolate what triggers it, any help would be appreciated

[Waddizzle]

“ I'd like to bump this topic.
Using the same cable, EOS Utility works flawlessly on a Mac as connecting well to an iPhone after setting the mode to iPhone connection. Thus, I'm 100% sure the issue is on the PC's side but I have no idea how to isolate what triggers it, any help would be appreciated. “

I am inclined to agree with you.  Your PC is the most likely issue.

You were a few direct questions. Your responses were unclear.  So let’s take it from the top. We are not able to assist you with PC issues. Perhaps we can point you in the right direction.

Are you using a computer that you sssembled yourself? Your prior response was unclear.

Did you purchase your copy of Windows from Microsoft or another source? You said that it was “not OEM”.

How long is your USB cable?  Was this the same cable used with the other devices you mentioned that worked?

[pspdog]

Hello Waddizzle,

With all due respect, all of your questions have been clearly answered by me in the past:
- I specified my PC's specifications. I chose the parts but I did not build the machine myself, the shop I've purchased it from assembled it for me. It is a tower. All USB and USB-C ports work correctly with every other device. 
- I specified I purchased a boxed copy of Windows 11 via an official retailer;
- Yes, it was the same cable I've used with other devices I've tested the camera with; I've specified that in my post. The length, which I've also specified previously, is around 1.5m meters and it's the official Canon manufactured cable. Yes, I've also tested it with other cables and the outcome is exactly the same (works on ther devices, does not on my PC).

I do not have any issues with any other software except for EOS Utility.

Regards

[Stephen]

If you've verified that your computer meets all the system requirements listed at https://canon.us/eu and you're still having issues, I'd recommend reaching out to support so they can troubleshoot the issue with you. Support is at 1-800-OK-CANON (800-652-2666) weekdays from 9am to 6pm (ET). 

[stevet1]

When EOS Utili56 doesn't want to load, I have had success by going into Task Manager and seeing if EOS Utility is already running. Usually it will be the first app listed. If I turn it off, the program will load properly again.

Steve Thomas