canon xa40 - Audio menu issue

[Sharkcam]

Hello,

I have a class set of Canon XA-40 cameras and i'm having an issue with just one of them.  My issue is the audio menu #1 is greyed out and I am not able to select anything thus the audio on the camera isn't working properly.  I've been searching for a solution but haven't found one.  Any suggestions would be appreciated.

Thanks

[Nick2020]

Hi Sharkcam,

Thanks for checking in with us.

To help us get a better sense of what you're facing, please elaborate on how the handle unit switches are configured and what kind of audio accessories, if any, you're using with the camera.

[Sharkcam]

Hello,

Regarding the switches on the side of the camera, i've tried all combinations external mic On/Off, Auto / Man volume control and also mic and mic +.  The external mics i've been plugging into both channel 1 and 2 via the XLR are normal shotgun and lav mics.  I've now found two cameras that are greyed out and I have no control.  I've even tried the "reset" to factory settings.  I'm not sure if a student selected something weird but I can't figure it out.  My background is also working in the TV Broadcast industry for 30 plus years but i'm stumped.

[NatalyaP]

Greetings Sharkcam,

Thank you for the additional information. It's odd that two cameras are now experiencing this issue and you have confirmed that they have been reset back to factory default. If you're able compare the cameras to the other XA40 camcorders that are working to where you're checking to ensure that the overall settings match between the cameras but the audio option is still not working then the next step is to suggest to send the ones you're having issues with 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:

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.

[Sharkcam]

Thanks for the info on the repair process.

I have one other camera that I believe was dropped and the LED screen is now B/W only.  I'm not sure if that is something that can be repiared.

[Hazel_T]

Hi Sharkcam,

If your second camera is in service life that is an issue that can be repaired. If you need to send the second camera in you can use the same repair request steps in NatalyaP's post. If the camera is out of service life the repair form will let you know.