Canon R5 freeze after 1.5.1 update

[mgammal]

Hi Canon,

After installing firmware 1.5, I was having my R5 freeze regularly with animal eye autofocus mapped to back button focus. I installed firmware update 1.5.1 this weekend hoping it will fix the issue. I went out today to shooting some shore birds. My R5 locked up 3 times in a period of 1.5 hours of shooting, one of the three was was with error E70. In all three cases, turning the camera off/on fixed the issue; this is different from firmware 1.5 freezes, where I had to take out the battery to fix the freeze. 

Please let me know if you need more information about the camera settings. I happy to share them. 

Regards, Mo

[Freddy_Viana]

Hi Lonnit,

I will start a new thread on this. Today, I experienced a similar problem. My camera's firmware is 1.7 and I am using CFexpress and SD cards. While shooting outdoor videos in a temperature of about 30.2°F, the camera stopped recording and froze for about one to two minutes. The video was not recorded in any of the cards. This has never happened to me before and it was very frustrating.

[Lonnit]

My R5 is still freezing even with the 1.7 update! Very embarrassing. 3 times during one 90 minute session, I had to shut down and remove the battery. Makes the client think I'm using sub-pro gear! Canon should be better than this! Its been a year since you posted this and still its an ongoing issue? That's just not right.

[NatalyaP]

Greetings Lonnit,

I'm sorry to hear that you're having this type of similar issue with firmware version 1.7.0. We have submitted your feedback but if you could, please follow the troubleshooting steps that was provided to the original poster to see if it helps resolve the issue. 

Please test a different memory card to see if the camera continues to freeze. If the camera continues to freeze then the next step is to suggest on sending the camera to our service facility.

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

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.

[Lonnit]

I have two different cards in the camera and alternate between them. The freeze isn't related to the cards. How am I supposed to give up my camera for several weeks and be without it when I'm running a business? If I have to send it in, since its under warranty, Canon should supply me with a loaner camera while its being repaired, as this issue is Canon's fault, not due to any wrongdoing on my part.

The camera is only about 8 mo old. I've only had the freezing issue for a few months. I didn't have this problem from the start. Now I'm wondering if it was the 1.5 update that caused the issue or made it worse. I don't know the timing on when the freezing started, but 1.7 didn't fix it.

[Lonnit]

I scrolled to the top of this thread. That user reported an "Error 70". I'm not getting an error message. It just freezes and I have to turn it off, remove the battery. Only twice did any kind of message appear - it told me to shut down and remove the battery, which I had already figured out on my own.

I don't see anything from you in reply to that message that says anything other than removing the battery and changing the memory card. Since removing the battery does not permanently fix the issue, and since it happens with either memory card, and since I always start with a formatted card, none of those things resolve the issue. Is there some other instructions in a prior thread to which you are referring?