EOS R5 Glitchy Sensor

[digicoder]

Last week during a livestream, the camera started glitching out with pink scrambled image. It was sensory only, the menus were fine. Worked through all the settings, thinking it was strange new overheating issue, this week, still camera is now glitching out with green lines. In the process of upgrading from 1.6.0 to 1.7.0, but sounds like a hardware issue.

How long does repair normally take?

[SamanthaW]

Hi!

To have a better understanding of your issue, please let everyone know the model of camera you're working with.

If this is a time-sensitive matter, please check out your other support options here.

Thanks! 

[digicoder]

Canon R5

[deebatman316]

Hello digicoder it looks like your image sensor has been overheating due to using your camera for livestreaming. Does your camera show any overheat warning symbols or does it just shutdown. What camera are you using this looks like an R series camera from your picture. Is this an R5 or R6 camera only a guess from the picture and stated firmware version.

-Demetrius

EF 16-35mm F/2.8L III USM, EF 24-70mm F/2.8L II USM, EF 28-135mm F/3.5-5.6 IS USM (Retired), EF 50 F/1.8 STM, EF 85mm F/1.8 USM & EF 70-200mm F/2.8L IS III USM

EOS 40D (Retired) & 5D Mark IV

430EX III-RT, 470EX-AI & 600EX II-RT

[digicoder]

This is the Canon R5, and the livestream setup was to use it as 4K HQ 29.97 FPS and external to Atomos Ninja V, no recording. It did not shutdown or show overheating icons.

This week, I was using it in Photo mode, and the screen started this after only 10 stills during a 20 minutes of walking around.

[deebatman316]

The image you posted seems like the image sensor got too hot. It also looks like your image sensor could be on its way out. Due to the image sensor being on for long periods of time. But it doesn't make sense that its doing it in stills mode. Do you see the same thing in the EVF too when this happens or only the LCD screen.

-Demetrius

EF 16-35mm F/2.8L III USM, EF 24-70mm F/2.8L II USM, EF 28-135mm F/3.5-5.6 IS USM (Retired), EF 50 F/1.8 STM, EF 85mm F/1.8 USM & EF 70-200mm F/2.8L IS III USM

EOS 40D (Retired) & 5D Mark IV

430EX III-RT, 470EX-AI & 600EX II-RT

[digicoder]

This was on the LCD, the Atomos V picked it up as well. I was thinking sensor, because hitting Menu and it was perfectly fine. Just now, I've finished the 1.7.0 firmware upgrade, and its not happening in stills mode. Will get out the cage, and hook it back up with the video mode. I've had it 2 years, and this year upgraded to the C70 as primary A camera, and the R5 is now the B camera for video work, but its primary job is stills.

[deebatman316]

I think your image sensor is on its way out its not designed to stay on for long periods of time like a cinema camera.

-Demetrius

EF 16-35mm F/2.8L III USM, EF 24-70mm F/2.8L II USM, EF 28-135mm F/3.5-5.6 IS USM (Retired), EF 50 F/1.8 STM, EF 85mm F/1.8 USM & EF 70-200mm F/2.8L IS III USM

EOS 40D (Retired) & 5D Mark IV

430EX III-RT, 470EX-AI & 600EX II-RT

[shadowsports]

@digicoder,

Please remove all cards and test with one or more fully charged batteries.  Are you using Canon glass?  Ya, this is looking like your sensor.  But the above should confirm.  Just turn it on and let it sit.  If it goes to sleep, tap a button to wake.  

If its not registered, I'd do that and dig up your receipt if its 12 or less months old for warranty.  CarePak?

Canon Support for | Canon U.S.A., Inc.

Given your prior product experience (C70), I'm surprised trying to upgrade firmware on a device that is clearly having what might be a serious issue was attempted or included as part of your initial troubleshooting steps.  Respectfully, this is not safe or recommended.  

[deebatman316]

The OP reported that they could see the problem on their external monitor too not just the LCD screen.

-Demetrius

EF 16-35mm F/2.8L III USM, EF 24-70mm F/2.8L II USM, EF 28-135mm F/3.5-5.6 IS USM (Retired), EF 50 F/1.8 STM, EF 85mm F/1.8 USM & EF 70-200mm F/2.8L IS III USM

EOS 40D (Retired) & 5D Mark IV

430EX III-RT, 470EX-AI & 600EX II-RT