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Important User Update regarding

10th August 2020

10th August 2020 update: For the latest update regarding the service, please view the news release on the Canon Global website.

On July 30, 2020, Canon Inc. identified an issue involving the 10GB long-term storage on In order to conduct further investigation, Canon Inc. temporarily suspended both the mobile application and web browser service of Following the investigation, Canon Inc. identified that some of the photo and video image files saved in the 10GB long-term storage prior to June 16, 2020 9:00am (JST) were lost. We confirmed that the still image thumbnails of the affected files were not affected, and there was no leak of image data.

After having resolved the issue that resulted in the loss of the photo and video image files, they have now resumed the service today (as of August 4, 2020).

Currently, the still image thumbnails of these lost image files can be viewed but not downloaded or transferred. If a user tries to download or transfer a still image thumbnail file, an error message may be received. Canon Inc. are currently exploring technical counter measures.

Automatic transfer of still images and video files from EOS R5 and R6 mirrorless cameras, as well as the instant uploads from compatible Canon cameras is also available.

Global Canon contact details can be found here:

Local contact points are below:
New Zealand:

We apologise for any inconvenience.

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