Canon R5 Dead pixels on my R5

Hali · Sep 2, 2022

So I am going through some night shots from Costa Rica and I notice I have at least 4 maybe more dead pixels. Three are green, one is red, they are in the exact same place in 50 shots, so it's not something that was winging its way in the background. Is there a way to get rid of them short of sending it back to Canon (and can they even help?)
Here is the picture with the spots circled.

Kwazy · Sep 2, 2022

'fraid you're gonna have to send it in and replace the sensor.

RedCobra · Sep 2, 2022

Isn't there a way to map the dead pixels and have the cam compensate?
Here's a discussion.

Hot Pixel/Dead Pixel in R5: Canon EOS R Talk Forum: Digital Photography Review

Expert news, reviews and videos of the latest digital cameras, lenses, accessories, and phones. Get answers to your questions in our photography forums.

www.dpreview.com

Kwazy · Sep 2, 2022

From link above
1. Put lens cap on
2. Sensor Cleaning -> Clean Manually (from menu)
3. Shut Off Camera
4. Enjoy no more hot pixels

... Never heard of this. Big if true. Please let us know if it works.

MikeZ · Sep 2, 2022

That is a curious solution and as a former Nikon shooter I can tell you that the fix is included within the menu system. Nevertheless, this fix seems to be an accepted one - see this You Tube video (https://www.youtube.com/watch?v=YLv9vxviHbs).

Have you contacted CPS for assistance to see if there is anything that can be done short of Canon Service?

Kwazy · Sep 2, 2022

MikeZ said:
see this You Tube video

I skimmed through this video, he seemed to be doing exactly what I quoted from the thread RedCobra posted. Was there anything else? Gotta love YouTubers... a 15 minute video about something that can be relayed in a 4-step write up. Anything for those viewed hours...

MikeZ · Sep 2, 2022

Nope same instructions as provided above, and he really didn't need 15 minutes to get that point across. For what it is worth, the You Tuber did contact Canon Support who seemed to accept the sensor cleaning process as an "approved" solution. I provided the You Tube link only as confirmation about that process. The You Tuber performed the process 5 or 6 times which seemed to reduce the hot spot's intensity, but did not fully correct it and he ended up sending the camera to Canon for a sensor replacement.

Hali · Sep 2, 2022

Thanks for the link. I had found that the other night and tried it. It took away some dead pixels but left lots of others... here is the result of doing that twice. I didn't bother circling all the spots just the biggest ones. It does work to a point. I'm sending it back to Canon today. I figure I'll let them look at that and the manual focus issue for the 100mm that has never been really resolved (it seems like some cameras work and some don't from the Canon forums)

Kwazy · Sep 2, 2022

Thanks for the update.
On the bright side, at least the Canon service center isn't overloaded, I think. I sent mine out (to Virginia) to get the sensor cleaned on Monday morning, and I'm getting it back today (Friday afternoon).
Sure, that's not the same service, but I was pleased to find out that it didn't have to sit in someone's "to do" pile for a week as I had anticipated.

Hali · Sep 2, 2022

Kwazy said:
Thanks for the update.
On the bright side, at least the Canon service center isn't overloaded, I think. I sent mine out (to Virginia) to get the sensor cleaned on Monday morning, and I'm getting it back today (Friday afternoon).
Sure, that's not the same service, but I was pleased to find out that it didn't have to sit in someone's "to do" pile for a week as I had anticipated.

I'm glad to hear that. They should get it by Monday. I am really hoping it won't be as expensive as the estimate was.

Kwazy · Sep 3, 2022

How much was the estimate?

Hali · Sep 3, 2022

Kwazy said:
How much was the estimate?

$585.00

MikeZ · Sep 3, 2022

Wow, that's less than I expected, but still pricey. Are they replacing the sensor or just mapping-out the bad pixels? Is your warranty still in effect?

Hali · Sep 3, 2022

MikeZ said:
Wow, that's less than I expected, but still pricey. Are they replacing the sensor or just mapping-out the bad pixels? Is your warranty still in effect?

I am hoping it will. Canon extended their basic warranty to two years so it should be. I’m keeping my fingers crossed

Hali · Sep 8, 2022

Latest update...

So Canon sends me a message saying they need to reauthorize my estimate with my credit card. They send a link to where I can do this, but the link only asks for my credit card, doesn't give me the authorization amount or what they are doing.
I call the number they give me and speak with a gentleman who says he doesn't know what they will be doing except that it will fix my dead pixels because the parts are out of stock.
The new estimate is now 895.00 USD.
I ask him is there a way to find out what they are doing (are they replacing the sensor or just consulting a respected medium who will communicate with the dead pixels and bring them back to life?) and also what about the issue with the lenses not focusing in manual override. "Oh" he said "that is on here too, but it says the parts they need are out of stock, so I don't know what they are doing for that either"

So he is kicking it upstairs to expedited care (? have no idea what that is) and I should get an email or call from them, sometime in the future.

I'm a bit disappointed, I was hoping to at least find out what I am spending money on and an estimate when I will have the camera back.

MikeZ · Sep 8, 2022

Wow, I'm sorry to hear about this. What at first seemed like a straight-forward request has turned convoluted, along with a significant price increase. I deeply hope that they clarify what they will repair and how long it will take, and do so quickly. It's truly disturbing that they can't/won't provide the specifics prior to you sending the camera in for repair.

Kwazy · Sep 8, 2022

So this sounds like the guy you spoke to is just a messenger and probably just communicated what was written down for him by the people who actually examined the camera. I'm curious why the price went up, perhaps that has to do with the focusing issue. Would be interesting to talk to someone who actually knows what's going on, but it seems they keep a degree of separation between the techs and the customers.

Hali · Sep 8, 2022

I called back today and the person I spoke with had more information for me. They are replacing the sensor and a circuit board on the camera, hence the expense. Sadly I think I knew about the dead pixels back in March, which would have been under the camera's one-year warranty. I had heard that they were extending the warranty to two years, but I guess my camera doesn't qualify for that.

On a positive note I did sign up for CPS, something I probably should have done a while back. Hopefully that will mean I get a better level of service the next time.

Kwazy · Sep 9, 2022

Do they put a new warranty on the parts they replace?

Hali · Sep 10, 2022

Kwazy said:
Do they put a new warranty on the parts they replace?

I think it's 90 days

Kwazy · Sep 10, 2022

Hali said:
I think it's 90 days

Not much faith in their own work, eh?

Hali · Sep 12, 2022

Kwazy said:
Not much faith in their own work, eh?

It does make you wonder doesn't it. We will see what happens when I get it back. Still no eta on that.

Hali · Sep 19, 2022

Got the camera back, they fixed the sensor issue. Not sure they replaced the sensor as the Service Details said "Your product has been examined and it was found that the imaging sensor assembly did not operate properly causing missing pixels. Electrical Pixel adjustments were performed" Sure doesn't sound like they replaced it. They did not repair the problem with the manual focus override, they said they couldn't confirm the problem.

It was interesting in the dating of the updates. I got a text at 10:05 that said the camera was in for repair. Then a text at 10:10 that said the repair was complete and another at 10:45 that said the camera was shipped out.

Not my best time with Canon Repair. Maybe now that I'm a CPS member they will treat me differently (wished I had thought of joining CPS before I sent the camera out for repair)

Kwazy · Sep 19, 2022

Oof. I'd try and complain / get a refund.
They had increased the repair price for additional parts, and then couldn't confirm the problem?? And $900 for an "electrical pixel adjustments" sounds excessive. Something definitely went awry.

MikeZ · Sep 19, 2022

I don't mean to add fuel to the fire, but I agree with Kwazy. The lack of details in the work performed and the price charged are worrying. Perhaps CPS can help with providing some answers.

Canon R5 Dead pixels on my R5

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