EOS Utility Not Working with MacOS Sierra

[ossian]

I am using a beta version of the new MacOS Sierra. In the early stages of the beta, the EOS Utility worked fine but in the past 2 releases, it has failed.

I am using a Canon EOS 700D and v2.14 (2.14.10.2) of the utility. I aslo use an iMac 2009.

I have filed a bug report with Apple on this one, but there has been no action on their part yet to sort the issue. In any case, I suspect it may be left to Canon to update their software in line with the OS release.

Just wondered if anyone else had experienced the problem and if Canon were aware of it?

[ossian · Accepted solution]

Well, I eventually found a Canon contact point for a software related issue. This is their response:

In response to your enquiry regarding software for your EOS 700D, we regret to inform you that the software for this operating system have not currently been developed.

Canon are due to be working on the development of software updates when the operating system has been officially released and will be available as soon as possible. Unfortunately we do not have a release date.

We therefore advise to consult our download centre, as they will be available to download and install from here, when released. Please find the link to this section below.

http://www.canon.co.uk/support/consumer_products/products/cameras/digital_slr/eos_700d.aspx?type=dow...)

So, there we go!

[Miamic70]

Try and do a clean install update to latest version of Canon EOS Uility / DPP buddy!

[MichaelP]

Agreed. I managed to find out that Canon doesn't have a solution yet. They don't even have a release date yet.  This may help..kinda.

http://www.canonrumors.com/product-advisory-macos-sierra-issues-with-canon-software/

[Miamic70]

Ridiculous that a major corporation like Canon seems to have a software / firmware division run my a bunch of amateurs. These type of constant failures are unacceptable. What a joke that they have no solution for an OS almost a year in Beta and available to developers. 

[RobertTheFat]

---

@Miamic70 wrote:

Ridiculous that a major corporation like Canon seems to have a software / firmware division run my a bunch of amateurs. These type of constant failures are unacceptable. What a joke that they have no solution for an OS almost a year in Beta and available to developers. 

---

Here's what I know and what I surmise:

What I know is that I haven't the slightest idea how much effort is involved in tailoring a piece of software to a new Apple OS, nor how much assistance (if any) Apple provides to developers during the OS's Beta-testing period.

What I surmise is that you don't either.

Feel free to correct me if I'm wrong.

[Miamic70]

In Information Technology field in one way or another since 1989. Last 12 years for a fortune 1000 working directly with B2B and a Enterprise level customers. So, yea there is that and the fact that Canon and the rest of the world knew about Sierra for a year prior to release and Canon failed to start developing software then is unconscionable as this is excactly what they did with the prior release of Mountain Lion. This should be an embarrassment and shows just how clueless Canon and the big DSLR manufacturers are to technology and it shows in thier lack of innovation. I mean even when thier software works it's a jumbled mess. 

Sumise what what you will from the above and I'll summarily agree that you "haven't the slightest idea or how much effort is involved in tailoring a piece of software" 

[RobertTheFat]

---

@Miamic70 wrote:

In Information Technology field in one way or another since 1989. Last 12 years for a fortune 1000 working directly with B2B and a Enterprise level customers. So, yea there is that and the fact that Canon and the rest of the world knew about Sierra for a year prior to release and Canon failed to start developing software then is unconscionable as this is excactly what they did with the prior release of Mountain Lion. This should be an embarrassment and shows just how clueless Canon and the big DSLR manufacturers are to technology and it shows in thier lack of innovation. I mean even when thier software works it's a jumbled mess. 

Sumise what what you will from the above and I'll summarily agree that you "haven't the slightest idea or how much effort is involved in tailoring a piece of software" 

---

You left out "to a new Apple OS". As it happens, my experience in Information Technology is probably as good as yours. For a fact, it's 31 years longer.

[Waddizzle]

"... So, yea there is that and the fact that Canon and the rest of the world knew about Sierra for a year prior to release and Canon failed to start developing software then is unconscionable as this is excactly what they did with the prior release of Mountain Lion. This should be an embarrassment and shows just how clueless Canon and the big DSLR manufacturers are to technology and it shows in thier lack of innovation. ..."

So, if "Canon and the rest of the world" have issues developing applications for Apple platforms, what is the common denominator.

I have done considerable amount of software developement over the decades, too.  I haven't upgraded my IDE because that package costs more than many new cars.  Besides, I have retired from doing development.  The atmosphere changed.  Too many hot shots and prima donna specialists for my tastes.

[arturo]

It is ridiculous that this happens between Mac and Canon... it makes no sense to be that Mac is allegedly a special photographer and video computer!

[SouthwickMedia]

Hi 

I've been having an on going 'discussion' (arguement) with Canon Customer Services since I discovered on a weeks holiday (24th September-3rd October) that my trusted tethered landscape set up no longer worked under the new Sierra OS (I shoot HDR and Stacked Panoramas, tethered with a TetherTools 5m USB to my 5Dmkii). To say I'm pi**ed is an understatement - I've tried a work around by installing a clean El Capitan guest machine in VMWARE Fusion, but of course this hasn't worked either since the Guest 'borrow's the hosts USB controller (you know the one Apple tested in BETA for year and finally updated in Sierra!).

I've contact a 3rd party DSLR control software developer and got the same universal answer, Canon need to update there software because even these guys use the Canon Libraries in the background - Come on Canon get your house in order Below is the first contact with Canon followed by a reply sent this morning to a reply that I recieved when I c.c. Canon in a product enquiry to Kuvacode about Smart Shooter Pro 3 software - Basically Canon need to fix this before everyone except Photojournalists and top end Commercials move to Nikon! The continued head in the sand 'its not our fault, we're not going to fix it' is narrowminded and poor commercial long term business planning.

Both Customer Service replies note that 'further information' may be coming later in October, but this could and should have been fixed before the OS was published - I have little confidence that my specific set up will be fixed this month or at all currently.

From: Camera Support <eoscamera@cits.canon.com>

Subject: Re: Email Support Form Message [ET-5514963136458149736]

Date: 1 October 2016 at 12:14:17 BST

To: Adam

Dear Adam,

Thank you for taking the time to reply.  I can further assist you with your compatibility questions.

The fact that USB is no longer usable in the new Mac OS is an Apple development.  Please continue to check our webpage and Apple's site for any new developments or announcements.

Please let us know if we can be of any further assistance.

Thank you for choosing Canon.

Sincerely,

Trevis
Technical Support Representative

Email is not a secure form of communication. Please do not send us your credit card number or other personal or financial account information via email.

----- Original Message -----
From: Adam
Date: 9/30/2016 4:11:00 PM
To: Camera Support <eoscamera@cits.canon.com>
Subject: Re: Email Support Form Message [ET-5514963136458149736]

Hi Rodney,

Thanks for the company update but what Canon effectively is saying is that my D5 Mk2 and 1D mk3 are no longer USB connectible for remote shooting / adjustment or instant review?

How can Canon inc not get the USB functionality to work?? Is my high end equipment now suddenly redundant?

Sent from my iPhone

On 30 Sep 2016, at 20:15, Camera Support <eoscamera@cits.canon.com> wrote:

Dear Adam

Thank you for contacting Canon product support.  I understand that you are inquiring about Canon's software compatibility with the new Mac OS X 10.12 Sierra operating system.  I will be able to assist you.

Canon had made an announcement that they would be posting software compatibility information by the end of September.  That compatibility information was made available today at the website below:

https://www.usa.canon.com/internet/portal/us/home/support/self-help-center/Mac-OSX-Compatibility/

Scroll down the list and click on [Digital Camera, Digital EOS Camera, Digital Video Camcorders Software].  There you will find a link to the compatibility chart.  Software updates are expected in mid-October.  We apologize for the inconvenience and appreciate your patience.

Please let us know if we can be of any further assistance.

Thank you for contacting Canon.

Sincerely,

Rodney
Technical Support Representative

Email is not a secure form of communication.  Please do not send us your credit card number or other personal or financial account information via email.

 Second Conversation:

From: Adam

Subject: Re: Canon d5 mk2 Mac sierra [ET-6714479656695134832]

Date: 9 October 2016 at 08:31:39 BST

To: Camera Support <eoscamera@cits.canon.com>

Hi Nick,

Who is the CEO of Canon imaging (Photographic division), could I have his/her email address please? 

I feel the end users are not being listened to. If you cannot tell me that, I pretty sure you won’t, tell them to read the forums, this is a big issue, just as it was with Mountain Lion release of OSX when Canon again failed to develop the utilities to work with evolving computer technologies. 

I have an iPhone 6s with a tiny camera, that takes beautiful RAW format images, it has in-camera HDR, Panoramic stitching, takes 4K video and time lapse has standard and goes everywhere with me - I’m beginning to understand why so much Canon pro gear is in the secondhand market - why carry a laptop, and pro camera, L lenses when for many situations the phone does it all - It even has Lightroom built in! (I know the answers, in the real world I use an SLR for control, ultimate image (lens) quality, speed (shot to shot, and shutter lag), etc but you get my point?)

In reply to your suggestion, you miss the point, I don’t want nor have an interest in WiFi, Canon seem to think this is the only answer - I have an EyeFi Pro X2, it has never worked on my 5Dmkii as it is an SD card, inserting it in a CF adapter rendered it useless (it doesn’t work in 1Dmkiii either which does have an SD slot) - It worked fine in a Panasonic TZ30, but is so slow and the wifi connect so fragile I hardly see this a suitable replacement for perfectly reliable and secure 5m USB TetherTools cable! In any event I shoot time-lapse over days, running to hundreds of images far beyond the limitations of a TC-80N3 and stacked and HDR landscapes which I controlled in EOS Utility (past tense). Plus after 3 years of ownership they just turned off support for my model which leaves a bad taste to the point that I won’t spend further capital on their products - Sound a bit like the current Canon scenario!

Please pass on my complete disappointment to the senior management of CANON for failing to address the software required to support their prosumer equipment. 

How every other item I own still functions perfectly under Sierra USB (including me 1 and 10 year old Wacom tablets) and yet my high end camera cannot is truly bewildering!

Regards,

Adam

On 9 Oct 2016, at 07:34, Camera Support <eoscamera@cits.canon.com> wrote:

Dear Adam

Thanks for following up with us. 

As Dirk suggested, we don't have additional software options to offer at this point, but since you've expressed interest in shooting wirelessly, you may wish to check with Eye-Fi to see if they make any wireless cards that suit your needs. You can learn more about the Wi-Fi enabled cards they offer by visiting http://www.eyefi.com. 

Please let us know if we can be of any further assistance.

Thank you for choosing Canon.

Sincerely,

Nick
Technical Support Representative

Email is not a secure form of communication. Please do not send us your credit card number or other personal or financial account information via email.

----- Original Message -----
From: Adam
Date: 10/9/2016 1:16:58 AM
To: Camera Support <eoscamera@cits.canon.com>
Subject: Re: Canon d5 mk2 Mac sierra [ET-6714479656695134832]

Thanks for bothering to reply, but since both the previous contacts in your department have confirmed that you have updated the website with compatibility details and that you won't be developing EOS utility 2.14 any further I'm not sure you have really helped.

I find it totally unacceptable that Canon remove support of prosumer equipment due to USB development by the computer market - your digital imaging market functions only because computers allow post processing on desktop machines, USB support is basic to this control and workflow. Why is Canon Inc. so narrow minded to the market requirements?

I've looked at my options, WFT-E4 wifi grip, secondhand only in the market (expensive), new camera, more expensive, change camera system to Nikon, more expensive still, but in light of Canon's spectacular lack of customer retention policy, the most likely.

Having searched pro camera dealers, local camera stores, and eBay for the necessary wifi grip I'm amazed by the number of people selling entire professional Canon set up and moving to alternatives - I counted 5 yesterday on eBay UK alone. You may be happy to sell £5000 new pro bodies to journos and commercial studios, but what about the everyday photographic businesses that support your undoubtedly world leading EOS system but rely in longevity and reliability of service to earn a living?

I'd be happy to enter a discussion with senior customer services representatives as I feel so strongly about the situation. I still use a EOS 600 35mm when required which I purchased from new some 25 years ago, I've never felt so letdown by a trusted brand!

Regards, 

Adam

Sent from my iPad

On 9 Oct 2016, at 05:27, Camera Support <eoscamera@cits.canon.com> wrote:

Dear Adam,

Thank you for contacting Canon product support regarding compatibility between your EOS 5D Mark II and Mac OS 10.12 "Sierra".  I would be happy to help you with this.

While I don't have any information just yet, we are working on the connectivity issue and we will have more information and possibly some software updates available later this month. In the mean time, I apologize for the inconvenience, and I appreciate your patience.  

I hope this information is helpful to you.  Please let us know if we can be of any further assistance.

Thank you for choosing Canon.

Sincerely,

Dirk
Technical Support Representative

Email is not a secure form of communication. Please do not send us your credit card number or other personal or financial account information via email.

> ----- Original Message -----
> From: Adam
> Date: 10/8/2016 1:54:07 PM
> To: <Removed Per Forum Guidelines>
> Cc: eoscamera@cits.canon.com
> Subject: Canon d5 mk2 Mac sierra
> 
> Hi 
> 
> I purchased one of your splendid 5m USB cables here in the UK about 18 months ago to allow my Mac running EOS UTILITY 2.14 to control shooting on my EOS 5d mk2 - since the Mac sierra update has rendered EOS utility unable to see my camera via USB I wondered if your own software has been or is about to be updated to allow me to continue shooting, adjusting, reviewing and interval releasing with this set up. Canon have stated they will not be updating so do the entire prosumer market a favour and beat the manufacturers at their own game?
> 
> Here's hoping for a positive reply!
> 
> Adam
> 
> 
> Sent from my iPad

[Miamic70]

Excellent post.

The various contacts with Canon show and reinforces just how clueless and out of touch this company actually is. I am shocked that one of their "solutions" is to suggest a 3rd party EyeFi card.  Makes me mad an feel stupid for supporting Canon since 35mm SLRs  and owning my current  EOS DSLR kits. I really think the time to move away from Canon is drawing near, they just don't seem to "get it" as a matter of corporate culture.