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.
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..
@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.
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.