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Service Notice: Insufficient Contact to the Camera's Battery Terminal.

Update

Thank you for using Canon products.

The purpose of this announcement is to inform our customers of the details of the phenomenon described below, as well as of the actions Canon is taking to address this phenomenon. Because we value the trust our customers have placed in us, we are dedicated to delivering industry-leading service and support for our products. We offer our sincerest apologies to any customer who may be inconvenienced.


Phenomenon

In rare instances, it is possible that units of the Potentially Affected Products listed below may exhibit the following operation errors, depending on usage conditions, due to insufficient contact between the camera’s battery terminal and the battery, even when the battery has sufficient power remaining.

  • The message “Charge the battery” appears immediately.
  • The power sometimes does not turn on.
  • The power turns off during use.

Products

Please confirm whether your camera may be a Potentially Affected Product by checking the sixth digit from the left in the serial number which is located on the bottom of the camera body.

Product Location of serial number Potentially Affected units
PowerShot ELPH 135 Products whose sixth digit from the left is “0” may be affected.
PowerShot ELPH 150 IS Products whose sixth digit from the left is “0” may be affected.
PowerShot ELPH 340 HS Products whose sixth digit from the left is “0” may be affected.
PowerShot SX280 HS Products whose sixth digit from the left is “0” to “4” may be affected.
PowerShot S120 Products whose sixth digit from the left is “0” or “1” may be affected.
PowerShot ELPH 140 IS Products whose sixth digit from the left is “0” may be affected.

Among products with the serial numbers described above, if there is a marking inside the battery cover like the ones in the images below, the issue has already been corrected, and you may continue to use your camera as is with no further action required.

Product Marking position  
PowerShot ELPH 135 Marking is on the inside of battery cover.
PowerShot ELPH 150 IS Marking is on the inside of battery cover.
PowerShot ELPH 340 HS Marking is on the inside of battery cover.
PowerShot SX280 HS Marking is on the inside of battery cover.
PowerShot S120 Marking is on the inside of battery cover.
PowerShot ELPH 140 IS Marking is on the inside of battery cover.

Support

If your camera exhibits the phenomenon described in this announcement, your camera, battery pack and battery charger will be inspected, and repaired or replaced with a refurbished product (in Canon’s sole discretion), free of charge. Moreover, if you paid repair fees to have your camera repaired specifically for this phenomenon, Canon will refund the fee paid, subject to Canon's confirmation that the repair was performed. If you own a camera that exhibits this phenomenon, or if you have a question about whether your camera is a Potentially Affected Product, please contact our Customer Support Center.

Please note that the support above will be available until the end of 2019 only.

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

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
Support options and hours of operation: www.usa.canon.com/support