12-16-2018 03:27 AM - edited 12-16-2018 03:33 AM
Our firm has just upgraded our AV machine to an AMD Threadripper 2 2950X/Gigabyte X399 from an older Intel 5960X/Asus x99. Huge (and greatly appreciated) speed boost in everything we do, but can no longer connect a 5D Mk IV via USB connection. Software environment is a fresh install of Win10 Pro x64, v1809.
Attempted troubleshooting steps:
This problem appears localised to the new Ryzen-based production environment, as the EOS3 utility and camera are able to sucessfully connect via USB on the older Haswell-E Intel machine and, as a test, on a new-out-of-box Surface Pro 4.
Any further suggestions or troubleshooting steps to attempt would be greatly appreciated, as we shoot purely in large-format RAW and so the file transfer times via wifi are cripplingly slow and seriously frustrating.
Solved! Go to Solution.
08-27-2021 09:20 AM
Firmware update 1.3.3 solved the USB 3 problem with AMD Ryzen processor. Today I upgraded my camera and connecting to USB 3 works flawless
12-17-2018 09:04 AM
Thanks for the suggestion - firmware is the latest available.
12-16-2018 06:49 AM
Give Canon a call at 1-800-OK-CANON.
12-22-2018 06:37 PM
Have you tried it with the cards in a card reader or in a different camera model? The answers might help narrow down the source of the problem, even if it's not feasible to change your workflow..
12-22-2018 11:52 PM
I hadn't thought of trying the CF card in a reader - that's a good suggestion. We don't have one, but I'll try and pick up something cheap to test with.
05-25-2020 01:13 PM
I've been stuggling with this same problem for days, and I still have no solution.
It seems Canon has zero interest in supporting AMD-based systems. Pity!
10-30-2020 06:51 AM
10-30-2020 06:55 AM
@peterVC The fundamental problem is that Canon's software only supports Intel platforms. Period. They have no motivation for supporting AMD - probably due to a small, if growing subest of users - and will not put the time/money into it for the foreseeable future. This has been my conclusion since trying for weeks this spring to get it to work, and failing.
If you want to use your EOS camera as a webcam, your only option is to get an HDMI capture card, for example from Elgato. It's unfortunate, but that's just how it is.
10-30-2020 08:11 AM - edited 10-30-2020 08:13 AM
As an update to all - I have been in contact with multiple parties (Canon, Gigabyte as mobo manufacturer, and AMD) over this issue, and have confirmed that the exact same issue occurs with other AMD chipsets. I have also received numerous messages from other parties affected by this bug, on these forums, Reddit, via forum posts and other venues - so if you've come across this thread, you're not alone.
After 12 months of back and forth, during which time Canon and Gigabyte disclaimed any responsibility, I eventually received this response from AMD confirming that this is a known issue:
This got bounced around a bit internally, but I have a quick update for you.
I received feedback that Canon has a custom chip inside which includes the USB controller for SD card/etc.
This means that in order to find the root cause, a reproduction of the issue in our lab using the exact Canon camera/hardware is required.
Our Dev team tried engaging Canon a few years back but got no traction, unfortunately. Therefore, we will need to procure a Canon 5D Mark IV separately to investigate.
I’m now waiting on engineering feedback on the feasibility of obtaining this camera and if not, what other options available to collect the information they need to debug the issue.
I appreciate your patience and will provide another update once I hear back from engineering.
I am in ongoing contact with AMD to try and get this resolved, however progres has been very slow. I would encourage everyone experiencing this bug to contact AMD themselves to try and get some critical mass behind getting this resolved - I would suggest you refer to service request 8200941155 and ask to be referred to Sean Iu.
10-30-2020 10:16 AM
05/31/2023: New firmware updates are available.
EOS R6 Mark II - Version 1.1.2
05/18/2023: New firmware updates are available.
EOS Rebel T100 - Version 1.1.0
EOS 5D Mark IV - Version 1.4.0
EOS 6D Mark II - Version 1.2.0
PowerShot Elph 360HS - Version 18.104.22.168
PowerShot SX420 IS - Version 22.214.171.124
PowerShot 620 HS - Version 126.96.36.199
PowerShot SX720 HS - Version 188.8.131.52
PowerShot G1X Mark III - Version 184.108.40.206
PowerShot G7X Mark II - Version 220.127.116.11
PowerShot G9X Mark II - Version 18.104.22.168
04/20/2023: New firmware version 1.4.1 is available for EOS R3
03/30/2023: New firmware updates are available.
EOS 1DX Mark III- Version 1.7.1
Speedlite EL-1 - Version 1.0.2
03/30/2023: Product Advisory for EF50 F1.2 L USM
03/30/2023: Product Advisory for EOS R10
2/07/2023: New product announcements!EOS R8 EOS R50RF-S55-210mm F5-7.1 IS STMRF24-50mm F4.5-6.3 IS STMRF15-30mm F4.5-6.3 IS STM
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