In case you are not hearing audio in the video recording when playing back the video on the camera then please check the volume level of the camera for playback. You may also test the video file on your computer to see if you're able to hear the audio. In case the video file does not contain any audio then unfortunately the camera has not recorded any audio when the video was shot and it would not be possible to recover any audio from the video.
Please check your audio settings within the camera and perform a test where you record a few seconds of video while talking to the camera. This will help determine if there may be an audio issue. Please test the camera's built-in microphone without any external microphone connected to the camera. You may then test the camera's microphone inputs if using external microphones. You may review page 73 of the user guide for assistance on using external microphones with the camera.
If the camera is not recording any audio after the above troubleshooting steps then please proceed to clear the camera settings to restore them back to factory settings. If the issue persists then the next step is to suggest to send the Canon XA11 to our facility for service.
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:
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.