EOS Utility won't remote shoot or auto focus

[hannahbuncher]

I recently updated the dell computer system and had to re-upload and install EOS Utility. The camera is an EOS-1DX Mark II. I use this for the remote shooting capabilities. I am having issues with getting the camera to auto-focus and also remote shoot. Eventually I get a message that the connection was lost. Does anyone have any tips as to set-up steps I may have missed or how to resolve this? Thank you!

[Hazel_T]

Hi hannahbuncher,

I'm sorry to hear you are having remote shooting issues with the EOS Utility and your EOS-1D X Mark II. It would be good to double check you have the current version of the EOS Utility and camera firmware installed. Sometimes if one of those is out of date it can cause issues like this when moving to a newer computer. 

The current versions are available HERE. Once you are on the web page click on the Software & Drivers button. The current version of the EOS Utility is 3.19.0 and the current firmware version for the EOS-1D X Mark II is 1.1.8.

[hannahbuncher]

Thank you for your response! I have my company's IT team working to check the firmware version on our camera. If that is not the issue, would you have any recommendations for what to do next? Thank you!

[Hazel_T]

Hi hannahbuncher,

If the issue happens after updating the firmware the next thing would be to double check the camera can still focus and take photos when it is not connected to the EOS Utility. If it can take photos and focus when it isn't connected to the EOS Utility then we would recommend trying a different USB cable. Sometimes if a cable has degraded it can cause issues like this. If that doesn't resolve the issue we would need some more information for further trouble shooting. Are you seeing any error messages when you try to have the camera focus or take a photo? And if you do see an error what does it say word for word? If you have another computer with the EOS Utility installed does the same thing happen if you try to use remote shooting with that computer?