Canon R5 New R5 Auto Focus issues

[Mike Mitchem]

My new R5 arrived yesterday. Took it out for the first time today, and had the same issue with all my RF lenses(24-105,24-240,100-500 and 800). I am using dual back button focus. When I hit the AF button it is sporadic as to whether it acquires focus. Tried turning it off, removing the battery, removing the lens. Never had this problem with my R. Anyone else had this problem? Thanks

 

[Rdeyoungaia]

I am struggling with the same issue. I thought auto focus was the major improvement in the R5, but about 25% of the time, i cannot achieve focus at all. Sometimes, if I use the eye focus back button (*) it will focus and then the normal back button will work. All lens have the same issue.

I just spent 45 min in a chat with Canon and a person who I don't think knows much about the camera. However, they had me reset the camera (I saved all customization to the SD card first.) Focus worked flawlessly in both P mode (which i never use, always shoot in M) and again in M mode.

I reloaded my customization from the SD card and seems to work now. I am on firmware 1.3.1. I'll let you know if it keeps working. Not sure what could have dorked it up and the rep just keep suggesting silly things that would basically make the camera unusable. They couldn't even suggest what combination of custom settings might cause the issue, except maybe exposure compensation. Really, that wasn't helpful at all. Obviously, a poorly tried level one tech reading a script. Very disappointing support for a Pro level camera.

Let us know if a reset works for you.

 

[Rdeyoungaia]

Update. The reset did not solve the problem for me. After a lot of research and a friend who is having the same problem talking to CPS, it looks like it is most likely a motherboard or other body issue. He is sending his in for repair. I am waiting for a return label for mine from the Carepak. They also noted that they are aware of the focus failures when changing from a near distance focus to a distant focus with long lenses; no report on when a fix is coming.

At this point, when one of the biggest selling points was the awesome autofocus and that is a major reason I switched from my 5D4, I really wish I had not invested the major cost in a camera that is essentially still in beta testing. I would NOT recommend that anyone buy an R5 until Canon resolves what they know to be significant focus failures. If mine was still in the return window and I had not sold my 5D4, I would definitely be returning it. For now, I have to find work arounds to get focus on long lenses until Canon fixes their problems. VERY disappointed.

 

[Don Bauer]

Maybe this explains some of my focus failures!

 

[Rdeyoungaia]

Update again. They "fixed" the auto focus issue, but it really didn't fix it completely. Now, I can focus lens up to about 300mm, at 400 mm and above, it just will NOT focus if "Lens drive when AF impossible" is set to off. When set to ON, it focuses perfectly. However, tech support told me that with it ON, focus is not as fast. I tested my RF 100-500 on a friend's R5 and it focuses perfectly with "Lens drive when AF impossible" either on or off.

At the suggestion of tech support at Canon, I sent it back in to be repaired. I have never been so disappointed with Canon service. They did give me a next day label and they received it on 6/17. I emailed them on 6/28 asking for the status. They did not return an email until July 1, and then said that a tech tried to reach me on 6/18, but have no emails and not phone messages, so I am not sure that anyone actually tried to reach me, and if they did, didn't why would they not try multiple times if they couldn't reach me. It is now close to three weeks that they have had my camera. I gave a detail reply to their email on July 1 and still have not heard back from them.

I wish that I had been able to return the camera to B&H, but due to backorder on the RF 100-500, it was past the return date when I first identified the problem. It has been at Canon now a total of five weeks for the two "repairs" and I still don't have a camera.

I strongly suggest that you return it if it isn't working right and try to buy another one, because I know that some of them do work properly and Canon support is close to worthless these days.

Actually, another friend of mine just got a Sony a1 and he is thrilled with it. I think I made a big mistake staying with Canon and now wish I had switched to Sony. (I really can't believe that I just said that).

 

[Ed Cordes]

HMMM, I have an early model R5 (July 2020) and have had zero issues. Look to be sure you have turned off continuous AF. My camera has the best AF I have ever experienced.

 

[Rdeyoungaia]

Continuous focus is off. The problem is as explained above.

 

[Rdeyoungaia]

Continuous focus is off. The problem is as explained above.

Glad to report that, after a MONTH at the Virginia repair center, the camera returned and focus is finally working as designed. The adjusted the dual pixel autofocus, which apparently was out of calibration.

What a totally painful experience. Canon just sat on it until started calling. They claimed that they had tried to reach me, but no missed calls, VM's, or emails from them. FYI, in talking to them, they would only call twice and never leave a message. Great way to support your customers, Canon! Once I started calling regularly and connected to a supervisor, she connected me to a support person at the repair center who understood the problem and was able to explain it to the technician who apparently never understood my repeated descriptions. If i had to send a product in for service again, I would call in two days after they received it (forget email, they take too long to reply and don't seem to actually read the email) and keep after them if there is an issue. Escalate ASAP.

Glad it is actually working as designed now.