EOS R5 Mark II sent in for repair and came back unrepaired

[chrishoesel]

I have an R5 Mark II with a bad USB C port (won't charge, won't connect/tether, and when it does, it's sporadic)

Paid UPS $275.00 to have it shipped next day and insured for value, plus the $275.00 that Canon charged up front to look at the camera, only for it to come back with note stating there was a misconfiguration error on my part and the port is fine.

Port is not fine, not a single USC-C cable works, cannot charge, cannot tether, I know the port used to work but I set it down one day while tethered and it went all flaky and stopped connecting after that.  I have a shoot in 2 days hoping to tether but that isn't going to happen.  What is my recourse?  I'm out all this money and all they did was flash the camera and wipe all my settings.  I know I'm venting but this is the first time I've had a less-than-stellar experience with Canon USA support.  Kinda bummed since there is no way to reopen a ticket, and another service ticket will cost another $275.00.

Chat support is closed but will try there tomorrow during business hours.

[jrhoffman75 · Accepted solution]

This is a user forum. Many folks might offer you suggestions but we can’t do anything for you. You need to contact Canon. There should be a phone number with the repair paperwork you received. 

[March411]

Only insight I can offer is that any USB C cable does not work in Canon cameras. I went through the exact same challenge as you and found that specific cables would work. I tracked down the cable provided from several I had in a drawer and the problem was solved. Added a wrap of red electrical tape to the cable so I would always grab the correct one and it solved the challenge for me. Not saying this is your challenge but it may be worth trying the cable that came with the  camera if you haven't already.

[shadowsports]

Chris,

If the data/charging cable that came in the box with your R5 Mark II doesn't work when connected, reach back out to Canon.  

I have three or four cables now including the one that came with the camera. I've just thrown the other (older) ones away.  All of my cables handle data and PD.  

I can't think of any setting on the camera except for webcam that changes the behavior of the port.  The settings in the menu referenced here changes data behavior.

Canon : Product Manual : EOS R5 Mark II : App Selection for USB Connections https://share.google/630ovpr41iwtAHP5A

If USB-C PD is connected when the camera is on, it will provide running power.  If the camera is off it will charge the battery.  If nothing registers, the port on the motherboard is bad. (Your assessment is correct).

[ebiggs1 · Accepted solution]

"Port is not fine, not a single USC-C cable works, ..."

I really can't help either however whenever you have problems with a certain thing it is best to send all lenses, batteries, etc., or accessories to Canon. In this case the cables you were using. Call Canon and explain your situation. I am confident they will help but if it is something that is your fault you cannot expect Canon to fix it or do anything.

[LeeP]

You're onto something. I hook my iPhone to my Ford via a cable (because Ford's Sync is atrocious versus CarPlay) and not all cables will work. I've also found that cables "wear out" which is the only way I can explain how over time a working cable will become non-op and yet a new exact replacement works fine. 

[chrishoesel]

The cables that have been working up until last week no longer work.  I use 240watt-rated cables for PD charging, I use the approved USB to AC adapter for the R5 Mark II when the camera is overhead, and a Tethertools 10g cable when tethering.  All of those cables worked just fine until they didn't.  I immediately opened the case with Canon, paid the fee, and then paid a huge shipping charge to get it to them in 1 day.  I wish they had responded with their diagnosis prior to shipping it back to me as I was quite surprised they charged the full repair cost but didn't actually repair anything.  I agree I need to speak to them, and they will probably resolve it, but it's frustrating nonetheless.  Been busy at work so no chance to get on chat or phone with them yet.  Thanks for your suggestions.  Cables are one thing I'm very picky about, and have always ensured I use ones that are qualified to run the data and power rates needed.

[March411 · Accepted solution]

It sounds like you have your end under control. Support has always been responsive when I talked to them and resolved all of my issues. Even when frustrated I try to keep the conversation upbeat and friendly, I believe they appreciate working with enjoyable consumers and extend themselves to get resolution. Good luck, I hope you get this resolved to your satisfaction!

Not sure if you have it but just in case here's the support number. 

800-652-2666

[chrishoesel]

I know my post sounded like a rant of sorts.  I contact chat support and they mentioned any repairs come with a 6 month warranty and sent a return label for them to look at the issue again, so I'm happy with this and will see once the camera comes back.

Thanks for providing troubleshooting steps on my end.  It was determined that the port is indeed dead and will hopefully be fixed.