Greetings disab21,
Sorry to hear that your EOS 5D Mark IV camera is having issues with recording video. In case you are using SD cards, then let's check and perform a low-level format on the card from within the camera prior to recording video. Please note that formatting a card will erase all data from the card.
Please also check to ensure that the card slot is free from debris as well as wiping the contacts on the memory card with a dry microfiber cloth. The camera may have trouble with constant data transfer to a card if there is poor communication between the camera and the memory card.
I would also suggest on using official Canon battery packs in case you are using non-Canon batteries. One last thing you could try is to reset the camera settings to see if this helps resolve the issue. If the issue persists, then the next step would be to suggest on sending the EOS 5D Mark IV camera to our facility for repair.
Canon U.S.A., Inc. has created a new online repair portal that allows you to set up service in a few simple steps. The repair portal gives you the ability to set up service for multiple pieces of equipment at once, and to receive a repair estimate in the majority of cases, depending on your model and issue. The portal also allows you to upload images or videos that will assist us in repairing your product. You can also select how you wish to be notified of the progress of your repair. The portal's service history section allows you to view all services that have been performed on any of your camera or video products since January 7, 2020.
Please follow the link below to access our online repair portal to arrange for service:
https://mycanon.usa.canon.com/signin
Instructions for Accessing and Using the Online Repair Portal.
You will need to access or create your My Canon Account.
If you already have a My Canon Account and your product is already registered, simply click on the “Get Repair Services” link on the left menu and follow the onscreen instructions to arrange for service for your product.
If you have a My Canon Account and your product is not registered, you must register your product first. Click on the “Get Repair Services” link on the left menu, then click on the “Register Product” link on the right. After your product is registered, click on the “Get Repair Service” link on the left menu and follow the onscreen instructions to arrange for service for your product.
If you do not have a My Canon Account, you will need to create one. After you create your account, click on the “Add Product” link to register your first product. After your product is registered, click on the “Get Repair Service” link on the left menu and follow the onscreen instructions to arrange for service for your product.
Once you have completed the repair request, you will have an opportunity to print a copy of the request for your records. This request form will also contain shipping instructions and an address label that you will attach to the outside of your shipping box when mailing your equipment for repair.
