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New Contributor
Posts: 3
Registered: ‎12-16-2018

EOS3 utility USB connection fails on Win10/Ryzen - wireless normal

[ Edited ]

Hi folks,

Our firm has just upgraded our AV machine to an AMD Threadripper 2 2950X/Gigabyte X399 from an older Intel 5960X/Asus x99. Huge (and greatly appreciated) speed boost in everything we do, but can no longer connect a 5D Mk IV via USB connection. Software environment is a fresh install of Win10 Pro x64, v1809.

 

  • If EOS3 utility open and running before connecting camera, the main window flickers briefly before red text 'Connection lost' appears and the main window becomes unresponsive. The camera screen continues to show the 'Connected to PC' icon.
  • If the EOS3 utility is not open before connecting camera, upon connection the black EOS3 splash screen appears, but the application then hangs - a spinning cursor appears before eventually Windows detects that the app has crashed and it greys out about three minutes later.
  • When connected via USB and accessed via Windows Explorer, the camera is recognised by Windows and the directory structure of the CF card can be browsed, but Explorer immediately crashes and closes the window if the DCIM folder is opened.
  • EOS3 running on the same machine can connect to and download files from the camera via wifi connection flawlessly, with no bugs or other undesired behaviour. The problems occur purely when connected via USB.

Attempted troubleshooting steps:

  • Disable wifi on camera - no change
  • All USB ports - no change
  • All other USB devices disconnected (except mouse and KB) - no change
  • Uninstall and reinstall of EOS utilities from latest online version
  • Uninstall and reinstall of EOS utilities provided on-disc with camera
  • Verify that USB connection possible to older Intel-based machine using same cable - performs as expected
  • Uninstall all Windows driver entries for camera - Windows detects new device on next USB connection and reinstalls - no change

This problem appears localised to the new Ryzen-based production environment, as the EOS3 utility and camera are able to sucessfully connect via USB on the older Haswell-E Intel machine and, as a test, on a new-out-of-box Surface Pro 4.

Any further suggestions or troubleshooting steps to attempt would be greatly appreciated, as we shoot purely in large-format RAW and so the file transfer times via wifi are cripplingly slow and seriously frustrating.

Honored Contributor
Posts: 5,714
Registered: ‎11-13-2012

Re: EOS3 utility USB connection fails on Win10/Ryzen - wireless normal

Give Canon a call at 1-800-OK-CANON.

John Hoffman
Conway, NH

1D X, Rebel T5i, Many lenses, Pixma PRO-100, MX472, LRCC Classic
New Contributor
Posts: 3
Registered: ‎12-16-2018

Re: EOS3 utility USB connection fails on Win10/Ryzen - wireless normal

Thanks for the suggestion - firmware is the latest available.

Esteemed Contributor
Posts: 4,957
Registered: ‎06-25-2014

Re: EOS3 utility USB connection fails on Win10/Ryzen - wireless normal

Have you tried it with the cards in a card reader or in a different camera model? The answers might help narrow down the source of the problem, even if it's not feasible to change your workflow..

Bob
Philadelphia, Pennsylvania USA
New Contributor
Posts: 3
Registered: ‎12-16-2018

Re: EOS3 utility USB connection fails on Win10/Ryzen - wireless normal

I hadn't thought of trying the CF card in a reader - that's a good suggestion. We don't have one, but I'll try and pick up something cheap to test with.

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