100-400 IS failure

[Jorgo]

Recently my 100-400mm IS lens starting 'locking up' my 20D.
I would get Error 00, and recycling power and removing the lens was the only fix.

I soon discovered that shooting with the IS OFF, the combo worked perfectly.
Experimenting with IS use again revealed instant errors, so now it's all purely handheld shaky photo from me.

Ironically, most of my photos are coming out sharper than ever without IS. I mainly shoot aircraft flying by at speed, in Mode 2 panning, with a slow shutter speed. I never thought that the IS may be softening my shots.

Has anyone else had this problem? I expect I'll have to send it away to a good UK shop for repairs...

Regards, Mike.

[KennyG]

Contact Cadwell (see the sports forum) about problems with the 100-400L. It is a known issue and you will need the IS unit replacing. It only seems to be apparent on lenses made in the last 12 months, so I assume your's is within that timescale?

[Jorgo]

No, I bought mine about 14 months ago. I have sent a letter to Canon as follows, and I look forward to their reply:


Dear CANON,

Regarding my 100-400mm L IS lens (which I could not find in the menu sorry), it has recently begun failing when using IS model 1 or 2. Whenever used, the 20D camera fails to Error 00, and can only be restarted by recycling power, and by removing the lens. The problem does not exist when I continue to use the lens in non-IS mode. Unfortunately due to the nature of work I use this lens for (and paid for) I really need the IS function to photograph fast moving aircraft with. I have been in discussion with a number of other users of this lens, and many of them have had the same problem (IS unit unserviceable). The lens was bought by me in the UK about 14 months ago, and is therefore no longer under warrantee.

A friend of mine advised me of his problem as such:
"Dropped the lens off at Canon's Elstree repair depot a week ago and picked it up today, repaired (speed due to being a CPS member, believe it's taking 3-4 weeks for repairs otherwise). Cost... 130 pounds, but they waived it as 'goodwill' as I pointed out it was a common fault and the lens was not that old (albeit out of warranty). Let's see how long it lasts before it dies again...!"

Strangely enough, my proportion of usable action photos has increased since being forced to use this lens in the non-IS role. It seems that my images are sharper than ever, and I now have doubts about the usefellness of the IS function. Or perhaps it was never working properly from Day 1.

I am a relatively new user of Canon cameras, having switched from Nikon two years ago. Since then I have owned the EOS3, 300D, 10D and 20D SLR cameras, along with many lens. I am very surprised that this 100-400mm lens has not met my needs, and I am concerned that I have heard many similar complaints about it.

If I return this lens for repair could you please advise if a replacement lens is available during this time? I have to travel through Europe in two weeks to gather material for my new book, and the 400mm lens is an absolute requirement.

Please call me on mobile: +44 (0)77 6*** **** if you have any comments or questions.

Yours sincerely,

Mike Jorgensen.

[Cadwell]

I'll add a couple of points to this. I had the same failure with my 100-400L. Canon UK replaced the IS unit (twice) and recalibrated the lens 3 times before it came back in a satisfactory condition. Despite my CPS membership it took them ten and a half weeks to effect an acceptable repair on the lens.

I am now happier with it but still don't fully trust it and will use alternatives whenever I can. I will certainly never take this lens to a shoot as my only telephoto. Like you, I have found that the lens produces sharper results when used with the IS switched off (even after the repair).

[Jon]

Mine came back from Canon NJ in just over a week after the same failure, and seems to be doing just fine now - air shows, hummingbirds (with TC) and horse shows went well. But it rather sounds like Canon's UK service facility is understaffed, undersupplied, or both.

[jpsimon]

how do i go about letting canon know I want to send in my 100-400L for the same thing? it locks up my camera every time IS is on.

[Medic1]

In the last 2 months (since I bought my 100-400) I have had two Error 99 with the 100-400 on, but nothing in the last 3 weeks or so....IS has always worked fine though. Hopefully I won't see this problem as well.....

[Mooneyes]

how do i go about letting canon know I want to send in my 100-400L for the same thing?

You should have a number to ring with the paperwork that came with your lens.

I have just got mine back from Canon after I kept getting error 01 messages all the time at a recent airshow. In the end it was crashing the camera after just 2 shots,which of course is totally unacceptable.It came back yesterday after 3 weeks at Canon,after a bit of testing everything seems ok...for now.It is a sad state of affairs when you spend a bucket load of money on something you feel you cannot trust.
Incedently there was no paperwork to say what actually was done repairwise.
I have everything crossed now,for a long trusting relationship with my newly repaired glass..

[Jorgo]

Thanks Mooneyes. That sounds exactly like my problem.

Was that Canon UK? How much did the repairs cost?

[robertwgross]

how do i go about letting canon know I want to send in my 100-400L for the same thing?


Call Canon. Ask for Technical Support. Discuss your symptoms. Once in a while, they will suggest solution over the phone. Most of the time, they tell you to mail it in, and they will tell you how and where.

---Bob Gross---

[Mooneyes]

Jorgo, yes it was Canon UK, they normally put you on to your nearest repair shop.
I had owned the lens exactly one year and one week when it started to play up,
so they honerd the repairs,providing you still have the reciept.
Going to try your non is method at Redhill tomorrow,as I think the is sometimes causes slightly blurred shots....wish me luck :-)