New EOS R100, records video but not photos, my failed switch to mirrorless technology.

[Boriecua78]

Please I need your help, I have the 5DS and the 6D and I wanted to switch to a mirrorless, before taking the professional step I bought an EOS R100, the problem is that it started taking photos well for a few days, a little delayed but as I did not know about mirrorless technology I did not pay attention, but now it does not save the photos anymore, I thought it was the card because after taking the photo it stayed thinking for a long time with the saving light in red, but now it stopped saving the photos to the card, after taking them the red light stays on as if recording on the card for about 5 seconds, but it does not save the photos, I use different Sandisk Ultra Class 10 100 mb / s cards and it still does not work, the strange thing is that it does record and save video, so I do not know what it could be, I have updated the firmware but the same problem continues, the camera has been used for 2 months and has taken less than 20 photos. It is a new camera purchased on Amazon, I wanted to return it but it is no longer within the 30-day replacement period and I am now in South America, I don't know what I can do.

[shadowsports]

Greetings,

Start by doing two things.

1st reset the camera to default settings.

2nd Format the SD card (in camera) you are using to capture photos and video.  If you have a second card you can also test with (format before use), that would also be helpful.

Then retest. 

Also answer these questions for us:

Did you purchase the Camera from a Canon Authorized Dealer?  

Does it have a US Warranty card?

If bought from Amazon, was the purchase made from Amazon itself  (Ships from and sold by Amazon) or from a 3rd party market place seller?

What lens or lenses are you using with the camera (specifically)?

[Boriecua78]

Rick, thank you very much for your answer, I have tried with three different cards, one completely new and two that I use in my other cameras, I have formatted all three from the camera and the same problem continues, I have already reset the camera to factory settings and even updated the firmware, that is why the big doubt is that it recognizes the SD. Answering the other questions:

I bought it from an authorized Canon store, completely new on Amazon and it came sealed.

I must have the warranty card with the manual, since I came back from a trip I have not seen it

The purchase was made directly from Amazon itself.

The lens I use is the one that comes in the kit, it is an 18-45 mm.

[Waddizzle]

Your issue is highly unusual.  It’s one that I have not heard before.  If the camera can capture and record video, then it should also be able to capture and save photos. 

Check the operating mode. Like the DSLRs the camera video and photo modes. If the camera is set to video mode, then it cannot capture photos and vice versa. 

[Boriecua78]

Hi Wadizzle, thanks for answering, it is very strange, I have been using Canon cameras for more than 20 years and this is the first time I have seen something like this, in fact I always use it in manual mode to take photos, in this case I have tried it in all the modes and the same thing happens, it records normal video, after a while of changing to manual mode to take photos, I shoot and the save light stays on for about 10 seconds and then turns off, when checking the photos taken only the videos I have made appear, it is the strangest thing in the world.

[Tronhard]

To add to my colleagues' questions... Are the cards you are using Full-size units or micro-SD with Adapters.
Where did you purchase these cards from and do they work on the other camera you currently have?

[Boriecua78]

Hi Tronhard, thanks for your reply. All three cards are full format Sandisk Ultra Class 10 100 mb/s, one 16gb, one 64gb and one 128gb which is the new one I bought with the camera. All three work normally, so I don't think it's a problem with the card.

[Tronhard]

Sorry for the delay in getting back to you.  If you are in the US, I suggest calling 1-800-OK-Canon to talk this through with a tech support person, or if you are in South America see if you can find the local Canon support line - there should be one: perhaps contact an authorized dealer for that info.

[Boriecua78]

Hi Trevor, you know I contacted Canon Latin America and they gave me a contact in my country, the surprise is that Canon's warranty only works in the region where you buy the camera, and here in my country they can't do anything, that is to say, for this camera the warranty only applies in the USA, which seems crazy to me, a camera is supposed to be for a profile of people who travel, but Canon does not give international support, very bad, then I had a diagnosis given to me by the Canon specialist in my country and he told me that it was the Mainboard, that the camera came with problems and that he suggested I travel to the USA again to apply the warranty, it is a 400 dollar camera, the ticket will be much more expensive for me, I wrote emails to Canon USA and they don't answer me, I write to their Facebook and no one answers me, the after-sales service is a disaster, and here I am with the camera waiting for some way to be able to continue. How regrettable, sorry to tell you something like this, but it is the frustration I feel from having a new, damaged Canon.

[Tronhard]

Frustratingly, that is not uncommon amongst manufacturers.  This is to discourage people from buying 3rd party or grey market products and shipping them in, or buying them abroad in order to protect their home market.  I'm not saying it's great but it's common and has been so for quite some time.

Since you have nothing to lose, you could take it to a local 3rd-party service centre and get them to evaluate the camera - it may yet be a simple fix.  Do you have insurance for your chattels - such as contents insurance? If so, it might be worthwhile pursing your options.