CR-N300 blurry video quality

[Raise3D]

We have 2 CR-N300's that we use for video conferences. One works just fine, while the other has very poor video quality. I have tried basic troubleshooting steps, such as cleaning the lenses, updating the firmware, unplugging the cables, and even using new ones. 

We tried both cameras on both of our computers, and only one camera works. The other one has the same blurry video quality issue on both computers. I even reset all video settings to factory defaults, but the issue persists.

I'm assuming this means there is something wrong with the camera itself. It was working a few weeks ago, no issues. The camera has been stationary (nobody touches it) and is plugged into a surge protector, so it couldn't have been damaged in any way. Not sure where to go from here troubleshooting-wise. I could really use some help.

[NatalyaP]

Greetings Raise3D,

Per the description you have provided, you have performed the troubleshooting steps that we would have suggested. We would suggest on sending the camera to our facility for repair, but in case you would like to troubleshoot the issue further then you may call our phone support line. The number is 1-800-423-5367 and they are available Monday - Friday from 9:00 am to 6:00 pm ET, excluding holidays.

Otherwise, 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.