EOS R5 Mark II Shutter button does nothing, AF buttons cause stuck shutter

[EthanMcMahon]

Hello, I was shoot a lacrosse game for about 45 minutes when I went to press the shutter and released, the camera kept taking pictures, I turned off and back on again and then the shutter button now does nothing, no AF and no pictures, but the front and back AF buttons now do the same thing as before and get stuck, the only way to stop it is by powering the camera off. I tried new batteries, factory resetting the camera and updated firmware from 1.0.1 to 1.0.3.

This is my 3rd time using the camera, purchased new 2 weeks ago today, hasn’t been dropped, exposed to water, etc.

On the camera was a Canon mount adapter and a Tamrom 150-600 EF lens.

[JFG]

Welcome Ethan McMahon,

I'm sorry to hear that you're having trouble with your new R5 Mark Ii.  Where did you purchase the camera?  Did you buy it brand new or as a refurbished camera? Also did you register it with Canon on the Official Canon website?  Answers to these questions will facilitate us in giving you options to rectify your dilemma. 

Right of, I  could tell you that since you purchased the camera only 2 weeks ago,  you can return it to the seller as being defective.   The shutter on a new camera shouldn't be sticky or sticking.

[EthanMcMahon]

Camera was purchased brand new and a local camera store, Delaware Camera, in Buffalo NY. The camera is registered with Canon.

The buttons themselves aren’t sticky, as stated the shutter button itself doesn’t even do anything, it’s the AF buttons on the front and back that start shooting and then don’t stop. It seems more like a software malfunction and the physical camera being a problem.

[March411]

A couple of other thoughts Ethan, you are using a Tamron lens, have you attempted to mount an RF lens (if available) to see if the problem continues. If you purchased it locally it may be worth going back and testing the body with an RF lens.

The lens or adapter could also be causing a conflict with communication. Have you inspected both to ensure that the pins/contacts are clean and not damaged?

Also, is the firmware current on the Tamron?

Returning for exchange is an option but you do not mention whether it was new or used or where it was purchased. If it was used from a private party you may have to have it checked by Canon. The following information was posted by one of our moderators NatalyaP.

If you are concerned about the functionality of the camera, you may send the unit 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.

A moderator posted this

[EthanMcMahon]

I don't have any RF lenses, I've been using my Tamron Lens with my R7 for months with no issues and it continues to work on my R7 with no problems.

On my brand new R5 mark II all three of my EF lens have the same problem and its also a brand new mount adapter.

No idea what firmware the lens are on, I've personally never updated them.

[March411]

Appreciate the quick response Ethan!

Interesting that it's not a problem on the R7, it kind of points to a problem with the R5 MkII.  I have to many questions but I will fire away.....

Did you pick the body up locally? Private party or authorized Canon dealer. Did you register it on the Canon site?

[EthanMcMahon]

Yes camera was picked up locally and an authorized canon dealer. Yes, Camera is registed as previously stated.

[JFG]

Hello Ethan,

It sounds to me that the problem might be with R5 Mark II and since you purchased it from a local Official Canon Dealer, I recommend taking it back to them, especially since you only have had the camera for two weeks.  Let the dealer check to see how the camera functions with an RF lens, and your Tamaron lens, if the camera is defective get another to replace it.  Especially since the camera is only two weeks old.   Thats what I would do.  I wouldn't mess with it, let the local official Canon dealer check it out with your Tamaron lens and an RF lens.  If defective have the camera store replace it.  For such new camera there is no need to hassle with canon guarantee and having to send it for repair.  It's best to just have it replaced.

[March411]

"Yes camera was picked up locally and an authorized canon dealer". Yes, Camera is registered as previously stated.

Perfect! And sorry that I missed you stating it was registered.

I would pack up the lenses, the adapter, take the R7 as an example of a working body, the R5 MkII and head back over the the retailer. Doing it quickly will ensure that they need to respond, waiting will allow them to "haggle" that something occurred.

[shawl]

I've recently posted concerning a problem in using a Rokinon 14mm lens with the R5mii in which the camera locks up when the shutter button is pressed. From other comments, it sounds like this lens works properly with the R5 and that the problem is with the R5mii. So, that just might be the problem here, too??