Hello agusgorriti,
I'm sorry to hear that you are having issues getting this camera's firmware updated. You may want to reset the camera to factory default settings at this point and see if that helps you get back on track. Start with the camera powered off. (The camera does not have a power switch. In order to turn the camera on or off, connect or disconnect the power supply cable.) Turn on the power while pushing the RESET switch, confirm that the POWER lamp lights up (green), and then release the RESET switch after about five seconds. If this does not resolve the issue, then the camera may need to be sent to a service center unfortunately.
For factory service, please forward your camera to one of the Factory Service Centers shown below. If it has been less than one year since the camera was purchased, we ask that you also include proof of warranty in the form of a copy of your sales receipt.
Please follow the link below to access our online repair portal to arrange for service:
https://mycanon.usa.canon.com/signin
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.
You are not required to send any accessories or manuals when shipping the camera. Be sure to include your name, street address (no P.O. boxes, please), telephone number, email address, and a letter describing the issue with the product.
Alternately, you may fill out an online repair request form at the following link to setup your repair using our online service. Scroll down the page and look for [Request Forms & Service Programs].
https://www.usa.canon.com/internet/portal/us/home/support/service-repair
As we do not provide RMA numbers for service, we suggest using a trackable and insurable service (i.e. UPS, FedEX, Priority Mail) to ship your camera. Please package the camera very securely in a sturdy shipping box to prevent damage during shipment.
Please send your camera to one of the Factory Service Centers below:
Canon Factory Service Center
12022 Canon Boulevard
Newport News, VA 23606
Or:
Canon Factory Service Center
123 Paularino Ave.
Costa Mesa, CA 92626-3311
Upon arrival at the Factory Service Center, your camera will be logged in to our repair database and assigned a repair number. Next, the camera will be visually inspected, and you will be advised of the findings. If the required repairs are covered by the warranty, the repairs will begin immediately, and you will not be contacted. When the repairs are complete, the camera will be shipped back to you via Federal Express. The length of time for the repair will be dependent upon the nature of the repair and availability of parts, if needed. Usually, warranted repairs are completed within approximately five to seven business days of the camera's arrival at the Factory Service Center.
