6-week-old EOS R5 Mark II has autofocus issues and freezes

[Rojoyinc]

Love this camera at first. Now past the 4 week return period on amazon I'm having issues.

First thing that was weird is the camera came with a old style battery installed in the body!   (apparently someone had it before me).

All seemed fine, but yesterday it was having a really hard time with AF.  (it's been fantastic) I have 3 type of AF on 3 back buttons.  EYE tracking setup fine, but only worked about 30% of the time and often doesn't even display the icon.  When it did work, it was amazing.  Now It rarely has the reticule show up.  I read it's hit or miss?   Mine calibrated fine with glasses and without.

But now that I'm having issues, it often freezes up in the calbrate option. I hit "START" and it hangs up. 
Next time it might calibrate, but next several times HANGS at "START". 

Also other menu options have started hanging up. When I go to enter a NAME for a calibration, I type it in and it says hit menu for ok.  I do and it says you pressed okay - saving and FREEZES UP AGAIN And when I get it unstuck it didn't save the calibration name. I got about 6 grand into this thing with lens so it's disheartening to have these issues so soon. 

I'm a 50+ year photog, Pro/studio owner for 30 years, 4 years at 2 other studios. So not a noob thing I'm sure.
While it was acting weird yesterday, I tried installing FW 1.1.1 today. Worked fine. But the problems persist.
I even "RESET" the camera and it still persisted, so I re installed my saved settings to save me the weeks of fine tuning the setup. 

Help me Obewon you're my only hope? 

[shadowsports]

Greetings, 

Given your experience, your post caught me a little by surprise.  

I'm feel awful to have to say this but I believe you made what I considered to be a questionable decision.  Starting with "apparently somebody had it before me and it came with an old battery installed".  This is a $4K item.  I wouldn't have accepted an open box, old battery installed,  Etc. The camera should have come with an LP-E6P not an 6NH.  Cameras should not come with a  battery installed.  Red flag!

This is important > did your camera come with the US warranty card?

The battery thing is going to be on you.  You can reach out to the seller but they may just brush you off.  This is not a good way to start and it's absolutely not the experience that Canon wants any of their customers to have.  

Because of the delay your recourse is questionable.  Contact your credit card company or financial institution.  Contact the seller, see what they might be willing to do.

If it's a US product then you have Canon who will stand behind what they sell. It might be wise to register the the product in your MyCanon account, contact support and see what they recommend.  

I hope you're going to tell us your your camera has a US warranty.  I also hope you're going to be able to get this solved because the R5 MarkII is a really wonderful camera, but you are starting out behind the curve.  Im sorry you are having issues.  🫨

Wishing you luck.

MyCanon

https://myprofile.americas.canon.com/us/signin

[Rojoyinc]

thank you - you're correct, but seemed fine and I knew I had a year warranty.  I just contacted amazon outside the return window and (why I love amazon) they are giving me a full refund and return - I then order another and they will refund any price increase. 
they are the best. 

[Waddizzle]

“ thank you - you're correct, but seemed fine and I knew I had a year warranty. “

You don’t have a warranty until you register the camera body with Canon.  You may have an issue registering your camera.  

[Danny]

To clarify, a product's warranty takes effect at the time of purchase regardless of registration status.  If a product needs to be serviced, the owner would need to provide a copy of the receipt to verify the product's warranty status.  Registration is not required to activate the warranty.

Hope that helps!

[Waddizzle]

Okay.  I thought you had to register the gear to set up service ticket. 

[JHMonette]

Hello- I just purchased a R5 Mark ii that was refurbished from Canon in the past month and have been using the EF-R adapter to use existing lenses - I have uses both an EF 50 prime as well as EF 70-300 lens. The problem I am having is that especially with the 70-300 lens on the adapter the camera freezes on a picture shot and can not seem to un freeze it with out removing the battery that is the newer recommended battery that came from Canon with the purchase and putting back in. Happens some with the prime EF 50 as well but did not seem to happen as much as with the 70-300 lens. Is there a solution to this problem? Would updating the firmware to the 1.1.1 version help? I am waiting on an R 24-105 lens to come but it is still out of stock and wondering if having to use the adaptor to use my existing EFand EF-S lenses could be contributing  to the problem?

[Waddizzle]

Sorry to hear that you are having issues.  I suggest that you contact Canon.  If you wish continue discussing your issue, then please start a new thread.  Thanks, in advance.