Both Canon and Lexar have issued media alerts which describe issues discovered between several Canon digital SLRs and Lexar Pro 80x CompactFlash cards. Lexar is describing the problem as 'a lost image condition', which they say occurs only in extreme circumstances and can occur with other brands' cards too. As well as highlighting the Lexar problem, the Canon alert describes a problem with the EOS-1D(s) Mark II, which can lead to the loss of images still buffered. Firmware updates to fix these issues should be avaiilable by the end of this month. Full details enclosed.

Canon alert:

Digital SLR Image Disappearance

May 20, 2005
Canon U.S.A.

We have received inquiries about the problem of images disappearing when using specific digital SLR cameras. As a result of our investigation, we found that the following two problems may occur. Please be advised of the details and countermeasures.

Disappearance of images within the camera's buffer memory

Affected Products: EOS-1Ds Mark II, EOS-1D Mark II

Problem:

Pressing the [DISPLAY] button immediately after shooting with the camera set to "RAW+JPEG (high image quality)" causes the LCD monitor to become entirely white and the camera to lock up, losing all the images in the buffer. This problem is caused by the firmware for these models and sometimes occurs regardless of the recording media used.

Countermeasure:

We are now making arrangements to release new camera firmware incorporating the correction of this problem by the end of May 2005. In the meantime, please be aware of the following when using these models.

  • Before pressing the [DISPLAY] button to check captured images, make sure the access lamp is off, indicating that files have been written to the media.
  • When this problem occurs, remove and re-install the battery to restore correct operation.

Disappearance of images when using Lexar Compact Flash Cards

Affected Products (D-SLR): EOS-1Ds Mark II, EOS-1D Mark II, EOS 20D, EOS Digital Rebel XT / EOS 350D Digital / EOS Kiss Digital N

Affected Products (CF card): Lexar Professional 80x-speed Compact Flash cards

Problem:

Captured images on some Lexar CompactFlash cards can be lost when used with the Canon cameras listed above. Working together, Lexar and Canon have investigated the cause and confirmed that the problem occurs in extremely rare instances when the products above are used together.

Countermeasure:

Lexar will offer a free firmware update incorporating the correction of this problem by the end of May 2005 for Lexar Professional Series 80x CompactFlash card customers using the affected Canon cameras.

Lexar customers can contact Lexar Professional Support in US at (+1) 510-413-1233, or in UK at (+44) 1483-522-947 or visit Lexar on-line at
www.lexar.com/support.

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.

Contact Information for inquiries:
Call Center: 1-800-848-4040 (toll free)
*Available with your cell phone or PHS.

Office Hours:
Weekdays: 9:00 a.m. to 8:00 p.m.
Saturdays, holidays: 10:00 a.m. to 5:00 p.m.

Lexar alert:

LEXAR ISSUES CUSTOMER ADVISORY REGARDING CANON CAMERAS

What:

Lexar Media Inc. and Canon Inc. posted customer advisories on May 19, 2005 to all Canon EOS-1Ds Mark II, EOS-1D Mark II, EOS 20D, and EOS Digital Rebel XT / EOS 350D Digital / EOS Kiss Digital N camera customers using Lexar Professional 80x CompactFlash cards. The advisory alerts customers to lost image occurrences reported by both companies.

Canon and Lexar both extensively test their products prior to release to ensure compatibility across product lines. In this instance, both companies investigated the occurrences and were able to identify the problem only through extreme testing. The first identified lost image condition was found to be with all memory cards. The second identified lost image condition was found to be rare and specific to the listed cameras when used with Lexar CompactFlash cards.

Action:

To ensure compatibility, Lexar will offer a firmware update for Lexar Professional 80x CompactFlash cards to customers who experience a problem with the Canon cameras listed. Similarly, Canon will offer a camera firmware update to address issues unrelated to a specific card make. Both companies have communicated their efforts to provide firmware updates to customers by May 31, 2005 as both companies continue to investigate.

Lexar customers wishing to update their firmware can call Lexar Professional Support at (510) 413-1233 or visit Lexar on-line at www.lexar.com/support. Lexar’s firmware update will only address failures when using Lexar Professional 80x CompactFlash cards with the Canon cameras listed.