ShutterCount Frequently Asked Questions


Q1 - Serial number not displayed correctly

Symptom

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.

Cause

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.

Resolution

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

Symptom

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.

Cause

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.

Resolution

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.

OwnerNameSetting

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:


Q5 - ShutterCount does not recognize my camera

Check the following:


Q6 - ShutterCount for Windows keeps asking for activation at every launch

Symptom

ShutterCount for Windows keeps asking for activation at every launch, and with versions before 1.2.1 runs out of the allowed two simultaneous activations per license.

Cause

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 need to be periodically reactivated if any of these applications are installed.

The following is a list of software known to cause activation problems with ShutterCount (with their virtual network card name in parentheses):

Resolution

Update to version 1.2.1 or later to allow reactivation without deducing it from the two machine limit. Please note that you must have a previously valid activation on your computer for this to work. You'll still need to reactivate from time to time, just won't run into the two computer limitation.

However, it is strongly recommended to not install ShutterCount for Windows on a computer that uses the aforementioned products, or remove those products before installation.


Q7 - What is the expected shutter life of my camera?

The following list summarizes the expected shutter life for the ShutterCount supported professional and mid-range cameras.

Canon does not publish shutter durability figures for entry level cameras, but the common wisdom is that their expected shutter life is between 50000 - 100000 actuations.

While Canon designs their cameras with shutters durable enough to withstand these number of shutter actuations, no one is going to guarantee these numbers. On the other hand, your camera will not stop working after reaching these numbers, and there are cameras with much more actuations than the expected figure. So treat these numbers as a rough guideline.


Q8 - ShutterCount for Windows displays connections errors despite a working Internet connection

Symptom

ShutterCount for Windows keeps displaying connection error messages even if the Internet connection is working correctly.

Cause

Some firewall products (such as ZoneAlarm) allow outbound traffic control per application, and the default setting of blocking outbound traffic doesn't allow ShutterCount to reach the activation server.

Resolution

Reconfigure your firewall to allow outbound communication for ShutterCount.exe through the HTTPS protocol (port 443) for activation and through HTTP protocol (port 80) for automatic updates.


Q9 - ShutterCount for Windows installation error "Key not valid for use in specified state"

Cause

The folder C:\Users\%USERNAME%\AppData\Roaming\Microsoft\Crypto\RSA contains the private half of asymmetric cryptographic keys (it is described here in detail: http://technet.microsoft.com/en-us/library/cc962112.aspx). The error is displayed if the contents of this folder became corrupted.

Resolution

Microsoft released a tool to address this and similar situations: http://support.microsoft.com/mats/program_install_and_uninstall/en-us

Some people have success with moving C:\Users\%USERNAME%\AppData\Roaming\Microsoft\Crypto\RSA to another location and re-running the installer. But we would strongly recommend to use Microsoft FixIt at first.


Q10 - How can I deactivate a copy of ShutterCount for Windows?

Please do the following:

You need a working Internet connection for the deactivation to succeed. ShutterCount will close automatically after the deactivation has completed.


Q11 - What to do if the activation limit is reached?

The ShutterCount for Windows license allows simultaneous activations on two computers. Prior to December 2015. the licensing server strictly enforced this limit. If you forgot to deactivate a computer before moving to a new one, you had to contact our support to deactivate it for you.

Beginning with December 2015., we moved to a more liberal license enforcement scheme that can handle occasional machine crashes and forgotten deactivations automatically. But with this, we no longer provide manual deactivation service free of charge. It's highly unlikely that you will run into the activation limit, but if it happens, you have the following choices:

Please note that you should be running the latest version of the app (1.2.1) to avoid some activation issues described earlier in this FAQ.


Q12 - Mobile Pairing Tips

ShutterCount Mobile requires a network connection between your camera and iPhone/iPad/iPod touch. They can be connected either directly or through a Wi-Fi router, but please note that the you always need an existing network to connect the camera to. So the direct connection can be established by creating a Personal Hotspot on your iDevice.

You must use the EOS Utility connection mode on your camera and not the Smartphone mode!

You can initiate the pairing process in ShutterCount Mobile by tapping the Connect button in the top left corner. The pairing process on Canon cameras are different from model to model, and it is strongly advised to read the camera's manual on how to do it.

The following video shows how pairing is done with a Canon EOS 7D Mark II connected through the Canon Wireless File Transmitter WFT-E7 using a wired Ethernet port of the transmitter. Note that even if the WFT uses the wired port connection to the app from the router is wireless.

A camera can be paired to only one device/app combination at a time. So if you are using the same camera over Wi-Fi with Kuuvik Capture on your Mac, as well as ShutterCount on your iPhone, you'll need to pair to both apps separately. You can save network settings as different "sets" on you camera, which is a handy way to manage multiple app connections.

Once paired, ShutterCount Mobile will find your camera automatically the next time you launch it and turn on Wi-Fi on the camera.