EOS R5 – Recurrent Hardware Failure During Professional Use (Shutter + Mainboard)

[mahmoudaphoto]

Hello Canon Team,

I would like to document a recurrent hardware failure issue with my EOS R5 that has significantly affected my professional use.

Unit details:
• EOS R5
• Serial: 173120[xxxxxxx]
• CPS Member
• Region: Canon Middle East / EMEA Service Route

Chronology of failure:

First failure (2023):
• Shutter mechanism failed during commercial work
• Unit was escalated through Canon Middle East
• Sent for inspection through Dubai → Germany → UK
• I was advised the issue was resolved and that the unit passed inspection

Second failure (2025):
• The same operational failure reappeared
• This time the mainboard was replaced
• I refused collection due to loss of confidence in reliability for commercial use

Context:
I work in fashion/celebrity/editorial assignments where reliability is non-negotiable. I cannot enter production if the camera risks freezing, mis-focusing, or locking during recording.

Current status:
• The unit has been held for more than two months
• No conclusive resolution has been provided
• I have already opened a CPS escalation and contacted regional service channels

My questions are:

1) Is there an official escalation path for recurrent failures after repair?
2) Is there a specific CPS reliability or professional-use review team that handles cases like this globally?
3) Does Canon consider recurrent failure under a different internal category than standard warranty repair?

I am happy to provide documentation including service reports, CPS correspondence, and warranty papers if needed.

Thank you in advance for your guidance.
Mahmoud

[Serial number partially hidden to protect privacy.]

[shadowsports]

Greetings, 

For support outside the US, visit the Canon Global Support website and choose your region.

https://global.canon/en/support/

You appear to have done this correctly based on the information in your post.

As far as your questions go.  You'll need to continue working with support and CPS in your country or region.  The Canon USA forums cannot address these questions or concerns. 

As a professional, I would recommend owning a second body as a back up in order avoid downtime where reliability is non-negotiable.  Being professional means being prepared.  I hope you get the issue with your camera resolved.  

Best of luck with it.  I understand how difficult it is when something you are depending on fails to perform intermittently.

[ebiggs1]

You did not provide nearly enough info to make any significant answer. But I would advise if the cameras fails every time or several times doing the same activity, I suggest it is how you are using it that is the problem. Not the camera.

The R5 by all standards is a robust camera but it is not indestructible. The suggestion above to have a second R5 would be useless if the way the camera is being used is the problem.

Have you ever checked out the R1? It is a more professional camera designed to absorb continuous hard work and be there when it is needed.