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Service Notice: EOS-1D X Mark II: image corruption with some SanDisk CFast cards

Thank you for using Canon products.
Updated: July 6, 2016
It has been confirmed that when shooting still images with the EOS-1D X Mark II digital SLR camera launched in April 2016 with SanDisk CFast cards, the following phenomenon will occur.

We would like to offer our sincere apologies to users who have been inconvenienced by this issue.


Phenomenon

If a SanDisk CFast card is inserted into the camera or a card reader, the bottom part of still images recorded may be corrupted.
This phenomenon is confirmed in images recorded in both the RAW and JPEG formats.
     In the RAW file, the image corruption may appear in the bottom right corner of the image.
     In the JPEG file, the image corruption may appear in the lower third area of the image.

   Please Note:
     Movie recording is not affected by this phenomenon.
     Still images or movies recorded to CF cards are not affected by this phenomenon.


Cause

This phenomenon is caused by SanDisk CFast cards. The camera does not cause this phenomenon.


Affected Products

SanDisk CFast cards.

Image corruption may be experienced with the cards listed below:
The “xxx” at the end of the product number varies depending on the sales region.
  SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxx)
  SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxx)
  SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxxA)
  SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxxA)
  SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxxB)
  SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxxB)


Market Support

Although it has been confirmed that this phenomenon is caused by SanDisk CFast cards, to prevent the occurrence of this phenomenon, Canon is considering releasing camera firmware on the Web for a download service in early July.

We would like to apologize for the inconvenience, but we would like to ask our customers to refrain from using SanDisk CFast cards when shooting still images until the new camera firmware becomes available.

To prevent the occurrence of this phenomenon, camera firmware is now available on the Web for a download service. This firmware can be downloaded from Canon’s Web site.

<Cautions in the Use of SanDisk CFast Cards>

Please note that when using the SanDisk CFast cards listed below with the EOS-1D X Mark II, the bottom part of still photos may become corrupted.

  • Affected CFast Cards
    • SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxx)
    • SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxx)
    • SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxxA)
    • SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxxA)
    • SanDisk Extreme PRO CFast2.0 64GB (SDCFSP-064G-xxxB)
    • SanDisk Extreme PRO CFast2.0 128GB (SDCFSP-128G-xxxB)
      *The “xxx” at the end of the product number varies depending on the sales region.

When using the affected CFast cards with the EOS-1D X Mark II, follow the steps below.

  1. Check whether the firmware version of the EOS-1D X Mark II is Version 1.0.2 or later.
    If the firmware version of the camera is Version 1.0.0, update the firmware to Version 1.0.2 or later.
  2. Format the affected CFast card with the EOS-1D X Mark II with firmware version 1.0.2 or later.

Note that when using a CFast card formatted according to the above step 2, the following operations will take place.

  • An “ImgSaver.bin” file of several MB in capacity will be created in the “MISC” folder on the card. Do not move or delete the folder or the file on the card.
  • When opening the card slot cover, the access lamp may remain lit or blink for a longer duration.
    Remove the card only after having confirmed that the access lamp is off. When the access lamp is lit or blinking, recording to the card is in progress.
    Never perform the operations below when the access lamp is lit or blinking as doing so may result in corrupted image data or may cause damage to the card or the camera.

- Removing the card
- Removing the battery pack
- Applying vibration or shock to the camera
- Unplugging and replugging the power cord (when using the separately-sold household power outlet accessories)

When using SanDisk CFast cards, to fully utilize the card performance, use the refresh tool provided by SanDisk before formatting the card with a camera with the above step 1 applied.

Refresh tool: http://kb.sandisk.com/app/answers/detail/a_id/17370 

In addition, if an affected SanDisk CFast card has already been formatted with a computer or another device, please format the card again with a camera with the above step 1 applied. 

This information is for residents of the United States and its five territories only. If you do not reside in the USA or its five territories, please contact the Canon Customer Support Center in your region.

If you have not already done so, please register your EOS-1D X Mark II. By registering, we will be able to notify you via email about future service upgrades.


Thank you,
Customer Support Operations
Canon U.S.A., Inc.

Contact Information for Inquiries 
Canon Customer Support Center
Phone: 1-800-OK-CANON
1-800-652-2666
TDD:1-866-251-3752
Email: carecenter@cits.canon.com
For additional support options:  www.usa.canon.com/support