ShutterCount Frequently Asked Questions
Q1: Serial number not displayed correctly
Instead of the correct serial number ShutterCount displays a small number. For example, instead of 034012005786 on an 5D Mark III you get just 7.
There is a bug in older Canon camera firmware revisions that chop off the lower 32 bits of the serial number, thus returning an incorrect short string. Using the above example, the full 64-bit serial number in hexadecimal representation is 00000007 EB64059A. As the camera chops off the lower 32 bits, only the upper 32 bits are returned giving the value 7.
You should update to the latest available firmware. In case of the 5D Mark III the fist version known to work correctly is 1.2.1.
Q2: Shutter count value is lower than expected
For example you bought a camera new, the EXIF file number was not reset, and the current EXIF number shows that you have 9400 shots. But ShutterCount displays a lower value, 8950.
The cause of this shutter count discrepancy is how Canon's firmware counts actuations. There are two numbers: a non-volatile count and a session (volatile) count (a session is the time interval between power-offs). What ShutterCount displays is the non-volatile count. The session count is zeroed when the camera is powered on. It is incremented during the session and added to the non-volatile count when the camera is turned off. If power gets cut abruptly, then the camera fails to do a proper shutdown and will not add the session count to the non-volatile count - resulting in "missing" shots.
When you remove the battery the first thing the camera does after detecting that the battery door is open is to shut itself down properly. The time it takes to fully open the door is usually enough for the shutdown. So it's hard to cause an abrupt power cut this way. But when the battery runs too low during shooting, it might not provide enough power for a proper shutdown. Or the easiest way to reproduce this phenomenon is to power the camera with a DC adapter and just pull the plug.
Note that the built-in shutter counter on the EOS-1D X is also affected by this phenomenon.
There is no resolution or workaround unless Canon changes this behavior.
Q3: Owner name does not show up
You can set two different names for your Canon EOS camera: an owner's name and an author/artist name. The author/artist name can be set in-camera, but to set or change the owner name you must use Canon's EOS Utility, as shown on the screen shot below.
EOS Utility can be installed from the CD packaged with your camera or you can download it from Canon's web site. Please refer to the EOS Utility user manual for more information.
Q4: What about other cameras?
There are technical limitations that prevent us from supporting some cameras:
- Older 1-series Canons (such as the 1D Mark III and 1Ds Mark III) do not provide shutter count information through the USB port.
- Pre-DIGIC III Canon cameras do not provide shutter count information through the USB port. (Check out this Wikipedia page to see which chip is used by a given camera.)
- The EOS M operates in mass storage mode only, and does not allow PTP remote control (which is needed for the reading).
Q5: ShutterCount does not recognize my camera
Check the following:
- Your camera is supported. The full list of supported cameras is on the main ShutterCount page.
- Wi-Fi is turned off if you have a Wi-Fi capable camera (such as the EOS 6D and 70D).
- The USB connection is working. Launch OS X's Image Capture or Canon's EOS Utility to check this. Some USB plugs do not work correctly with Canon camera USB sockets. It is recommended to use the USB cable supplied with the camera.
Q6: ShutterCount for Windows keeps asking for activation at every launch
ShutterCount for Windows keeps asking for activation at every launch, and runs out of the allowed two simultaneous activations per license.
The Windows version of ShutterCount binds the license to the hardware ID of your computer. The hardware ID is calculated from several sources, including physical addresses of all network cards present in your computer. So if you change network cards, you'll need to reactivate the app. Further, there are a couple of applications that create a virtual network card with a physical address changing at each computer start. ShutterCount for Windows will not work correctly if any of these applications are installed.
The following is a list of software known to cause licensing problems with ShutterCount (with their virtual network card name in parentheses):
- Juniper Network Connect (Juniper Network Connect Virtual Adapter)
- Iomega Personal NAS (Iomega Virtual Ethernet Adapter)
Please do not install ShutterCount for Windows on a computer that uses the aforementioned products, or remove those products before installation. If you have already installed ShutterCount for Windows on a computer withe these incompatible applications installed, please contact our support for assistance.
If you are experiencing this issue but have none of the aforementioned products installed, then please contact our support with a system information log. To obtain a system information log:
- Run Microsoft System Information (by opening All Programs > Accessories > System Tools > System Information, or typing msinfo32 into the search field of the Start Menu on Windows 7 and pressing Enter/Return — or — by typing msinfo32 into the search field on Windows 8 and pressing Enter/Return).
- In System Information, choose File > Save... from the menu (or press Ctrl+S), name the file and send us this saved system information log.