Disappearing Images with Canon and Lexar

May 24, 2005 | Mark Goldstein | Digital SLR Cameras | Comment |

Canon EOS-1Ds Mark II Digital SLRCanon USA have issued an advisory note on their website about two separate issues with images disappearing on a number their digital SLR cameras. Canon are planning to issue new firmware to address the first problem, whilst Lexar also plan to offer a free firmware update by the end of May. Read on for all the details…

Canon USA Service Notice

Digital SLR Image Disappearance

May 20, 2005 - Canon U.S.A.

We have received inquiries about the problem of images disappearing when using specific digital SLR cameras. As a result of our investigation, we found that the following two problems may occur. Please be advised of the details and countermeasures.

1. Disappearance of images within the camera’s buffer memory
Affected Products: EOS-1Ds Mark II, EOS-1D Mark II
Pressing the [DISPLAY] button immediately after shooting with the camera set to “RAW+JPEG (high image quality)” causes the LCD monitor to become entirely white and the camera to lock up, losing all the images in the buffer. This problem is caused by the firmware for these models and sometimes occurs regardless of the recording media used.
We are now making arrangements to release new camera firmware incorporating the correction of this problem by the end of May 2005. In the meantime, please be aware of the following when using these models.

  * Before pressing the [DISPLAY] button to check captured images, make sure the access lamp is off, indicating that files have been written to the media.
  * When this problem occurs, remove and re-install the battery to restore correct operation.

2. Disappearance of images when using Lexar Compact Flash Cards
Affected Products (D-SLR): EOS-1Ds Mark II, EOS-1D Mark II, EOS 20D, EOS Digital Rebel XT / EOS 350D Digital / EOS Kiss Digital N
Affected Products (CF card):
Lexar Professional 80x-speed Compact Flash cards
Captured images on some Lexar CompactFlash cards can be lost when used with the Canon cameras listed above. Working together, Lexar and Canon have investigated the cause and confirmed that the problem occurs in extremely rare instances when the products above are used together.
Lexar will offer a free firmware update incorporating the correction of this problem by the end of May 2005 for Lexar Professional Series 80x CompactFlash card customers using the affected Canon cameras.

Lexar customers can contact Lexar Professional Support in US at (+1) 510-413-1233, or in UK at (+44) 1483-522-947 or visit Lexar on-line at www.lexar.com/support.

We sincerely apologize for the inconvenience these issues have caused for you. We will make every effort in quality control to provide products that our customers can use with confidence. We appreciate your understanding in this matter.

Contact Information for inquiries:
Call Center
1-800-828-4040 (toll free)
*Available with your cell phone or PHS.

Office Hours:
Weekdays: 9:00 a.m. to 8:00 p.m.
Saturdays, holidays: 10:00 a.m. to 5:00 p.m.