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Service Notice: TIFF Image Loss with Microsoft Windows Vista



To: Canon EOS-1D/EOS-1Ds Digital SLR Camera Customers (Updated 4/25/2007)

This service notice will update Canon USA Inc previous notice dated February 22, 2007

Thank you for using Canon products. The following is an important announcement concerning TIFF (RAW) images shot with the Canon EOS-1D or EOS-1Ds Digital SLR Camera and rotated or edited* using Windows Explorer or Windows Photo Gallery on a computer running Windows Vista.



Caution on Use

We have discovered that the original image data of TIFF (RAW) images shot with an EOS-1D or EOS-1Ds Digital SLR Camera, and rotated or edited using Windows Explorer or Windows Gallery on a computer running Windows Vista, will disappear from the computer’s memory. The image data that disappears cannot be recovered. Customers who use the affected products should follow the countermeasure below.

* The following are examples of those properties that are commonly edited:


After installing this software, if you display TIFF (RAW) image previews in Windows Photo Gallery, a message will appear: "Photo Gallery can’t open this picture or video. The file appears to be damaged or corrupted." The file is not actually damaged, so please do not be alarmed.

The TIFF (RAW) image data taken with EOS-1D and EOS-1Ds can be checked in Canon's image viewing/editing software, ZoomBrowser EX or Digital Photo Professional. The Windows Vista™-compatible version of ZoomBrowser EX is available by going to:



Microsoft has made software (an update program) available that fixes this problem. You can download this software from Microsoft's Web site.

Update for Windows Vista (KB932988)
For Windows Vista (32-bit)

For Windows Vista (64-bit)


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.


Microsoft, Windows and Vista are trademarks or registered trademarks of Microsoft Corporation in the United States and other countries.

Contact Information for Inquiries
Canon U.S.A., Inc.
Customer Support Center

Phone:     1-800-OK-CANON (toll free)
TTD:       1-866-251-3752 (toll free)
Email: carecenter@cits.canon.com
Support options and hours of operation: www.usa.canon.com/support