XF400 user, top handle stopped working

[cleantone]

Hello. I've been using the XF400 for a few years. The top handle was put on and left on when purchased new. It's stopped working on my camera. I'm using Firmware 1.0.5.0. I've tried reseating it and it doesn't help. Last night I was able to try my top handle on another camera and it worked fine. Another top handle on my camera didn't work. So the problem seems to be on the camera. I tried resetting camera settings and it didn't help. I'm not aware of a way to disable the top handle on the camera. All contacts seem fine. There should be no issue from damage or dropping or liquid. I notice no other issues. Any help by chance?

[Hazel_T · Accepted solution]

Hi cleantone,

I'm sorry to hear your XF400 is not recognizing your top handles. There aren't any settings on the camera that could prevent the camera from recognizing the top handle. Once the top handle is connected the camera should automatically recognize it and start using it. Since the same thing is happening with multiple top handles that would indicate there is an issue with the connector on the camera, so we would recommend sending the camera in for repair.

The Canon U.S.A., Inc. online repair portal 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.