22 Dec 2014 (Updated)

    To Users of Compact Digital Cameras (IXUS 145, IXUS 155, IXUS 255HS, IXUS 265HS, PowerShot SX270HS, PowerShot 280HS, PowerShot S200, PowerShot S120)

    Thank you for using Canon products.

    It has been confirmed that some IXUS 255HS compact digital cameras encounter a contact failure in the battery terminal. The details of the phenomenon and Canon's service policy are described below.

    We offer our most sincere apologies to customers using these products who have been inconvenienced by this issue. We spare no effort in our quality management, to make sure our customers can use our products with confidence. We hope our efforts will earn your understanding.

    Phenomenon
    In using the above products with battery packs, due to a contact failure in the battery terminal, the following operation errors may occur even when using the camera with a fully-charged battery installed.

    • The message "Charge the battery" appears immediately.
    • The power sometimes does not turn on.
    • The power turns off during use.

    Affected Product
    Some units of the IXUS 255HS compact digital cameras are affected.

    This phenomenon may affect cameras whose sixth digit of the serial number is "0", "1", "2", or "3".
    ​(Serial numbers of affected units)
    ​"xxxxx0xxxxxx" "xxxxx1xxxxxx" "xxxxx2xxxxxx" "xxxxx3xxxxxx"
    (The x section contains numbers specific for each product.)

    IXUS 255HS

    Apology and Information on Additionally Affected Products
    As the result of our continuous investigation of this phenomenon, due to a new factor (a manufacturing failure of the camera battery contacts for some cameras), we have confirmed that the same phenomenon may occur in some models in addition to the models currently listed as affected.

    We sincerely apologize for the considerable inconvenience this presents for customers who use affected products.

    ProductSerial numberAffected units
    IXUS 255HSProducts whose sixth digit from the left is "4" or above may be affected.
    IXUS 145Products whose sixth digit from the left is “0” may be affected.
    IXUS 155Products whose sixth digit from the left is “0” may be affected.
    IXUS 265HSProducts whose sixth digit from the left is “0” may be affected.
    PowerShot SX280 HSProducts whose sixth digit from the left is “0” to “4” may be affected.
    PowerShot SX270 HSProducts whose sixth digit from the left is “0” to “4” may be affected.
    PowerShot S120Products whose sixth digit from the left is “0” or “1” may be affected.
    PowerShot S200Products whose sixth digit from the left is “0” or “1” may be affected.

    Market Support
    Affected products that exhibit this phenomenon will be repaired free of charge, regardless of the warranty status, if it is confirmed that there is a contact failure in the battery terminal. Users are asked to bring in their cameras along with the battery packs when making a repair request.

    Products exhibiting this phenomenon that have already been repaired do not need to be brought in for inspection / repairs again.

    Customers who have previously paid repair fees to have their products repaired owing to this phenomenon are kindly requested to contact the call center below.

    Contact information for Inquiries
    Please contact your nearest service centre if you have any queries.