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Russell A.
Russell A., Camera and Video Technician
Category: Camera and Video
Satisfied Customers: 5011
Experience:  30 years of experience as a TV station technician gives me a unique understanding of technical equipment issues.
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I have Powershot SX50 HS camera. It had been working fine.

Customer Question

I have Powershot SX50 HS camera. It had been working fine. Today I am trying to transfer pictures from the camera to the Canon Utilities Camera Window program and I can't. I keep getting the message "Failed to Import". HELP. I tried doing the troubleshoot recommendation in the owners manual and all I get is a language screen. Thanks, Denise
Submitted: 3 months ago.
Category: Camera and Video
Expert:  Russell H. replied 3 months ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

It must be quite frustrating to have something that was formerly reliable, come to fail you like that. I hope I can advise you through to a solution.

The first thing I would have to ask is: What computer do you have, an Apple computer, or a Windows PC?

Customer: replied 3 months ago.
Windows 8.1 PC
Expert:  Russell H. replied 3 months ago.

OK, thanks for the response.

I think you should open

Devices And Printers

and with the camera connected see if it has an entry there, for the camera device. Does it? if so, double-click on the camera's icon there.

Customer: replied 3 months ago.
Hi Russell,
It was not in my devices at first, so I hooked it up and it is now there. What next?
Expert:  Russell H. replied 3 months ago.

Well done. It should be there when connected.

And that's a good sign: your camera is still working, and recognized by the computer. (If it weren't, that would be a major problem.)

Now, you want it to work with Canon's Camera Window program.

There are two approaches possible:

1: get the current Camera Window installation working, or

2: uninstall the current Camera Window program, and restart the computer. Then after the computer is restarted, re-install the Camera Window program from scratch... and hope that gets it working again.

There's one thing you can try for the first approach. There's the second approach though, which is more promising of an eventual success.

I'd recommend trying (2). Let me know what you would prefer, and how it goes, please.

Customer: replied 3 months ago.
I did step 2 and tried again to transfer my images and got the same failure message. What should my settings be in Windows for this device - maybe something is up there. Thanks, Denise
Expert:  Russell H. replied 3 months ago.

Perhaps it is indeed best to adjust settings for the program.

Go to

Control Panel

Hardware and Sound

AutoPlay

and see if your camera is listed there. Choose to have it open Camera Window, if that setting is possible.

Customer: replied 3 months ago.
I'm sorry but I have not been able to get back to this today. I am getting ready for a family reunion and have no time to deal with this right now. I am saving the e-mail and will be back in touch early next week. Thank you.
Expert:  Russell H. replied 3 months ago.

That's OK, next week will do. You're welcome.

Customer: replied 3 months ago.
Hi folks,I am back. The camera is in the control panel under hardware. When I click on the camera I get a screen that is set so that the camera downloads images from the Canon camera, manages media using windows, and has general settings and browse files.
Expert:  Russell H. replied 3 months ago.

OK. That's the Control Panel, sure.

Did you check

Control Panel

Hardware and Sound

AutoPlay

or did you not find AutoPlay?

I just need to make sure, once, please.

Customer: replied 3 months ago.
Hi Russell, I did find Autoplay. It is set to download images from the Canon Camera (Camera Window). There are 4 other choices. They are: Take no action, Ask me every time, Open device to view files (File Explorer) and Import photo's and video (photo's).
Expert:  Russell H. replied 3 months ago.

OK. Thanks for double-checking.

If your program "failed to import", then have you had any of these happen to the system lately:

1. upgraded to Windows 10, or other major upgrade

2. changed the location, in the file system, of what folder you want the imported photos from the camera to go into

3. changed your Windows user-name permissions or login etc., perhaps.

?

Customer: replied 3 months ago.
Hi Russell,Nope, none of those things have happened. Sorry to be so slow getting back to you. I am self-employed and work long hours. Best, Denise
Expert:  Russell H. replied 3 months ago.

It's OK, I comprehend self-employment and long hours.

Does the Camera Window program open automatically, though?

If it does, and that is where the error occurs, about 'Failed To Import', then you might next try to see if the camera is accessible through 'Computer' or 'ThisPC' or 'This PC'. See if the camera is shown there when it is connected to the computer and has been connected for at least 1/2 minute.

If the camera is shown there, double-click upon its icon, or otherwise select it, and see if you can still go through the camera as if it were a disk drive device.

If you cannot, then the camera may not be fully connecting to the PC. In which case, try other USB ports, or another cable to connect with.

Customer: replied 3 months ago.
Hi Russell,Yes, the camera window opens automatically when I turn it on and that is where the error occurs when I try to import them. The camera is accessible through This PC. Yes, I can go through the camera in This PC like it is a disk device. I was always able to import pictures from this camera previously right up until I contacted you. I will be back at my computer later this afternoon to try the next step. Best, Denise
Expert:  Russell H. replied 3 months ago.

OK, Denise.

I'm puzzled what else to suggest, *if* you genuinely went through all three steps in order, of

1. doing an Uninstall of the program "Camera Window" in

Control Panel

Programs and Features

2. and then restarted your computer, or rebooted it

3. and then reinstalled Camera Window afresh.

Is it perhaps, that your computer had a major update recently? If you installed Camera Window from a disk, it might be incompatible with, or not listed as compatible with, your current/updated Windows version.

Check the CD label for compatibility listed on it, with your current Windows version.

(Windows version can be read off of

Control Panel

System and Security

System

if you need to.)

Let me know, please, as to the above-mentioned details. I will advise you further when you get back to this question. Thanks.

Customer: replied 3 months ago.
Hi Russell,I did go through all the steps to remove and reinstall it. The camera disk says Windows 7/Vista/XP. However, I have had this computer longer than the camera and the files always imported okay. I am using Windows 8.1 per your instructions of how to find it. I have gone to Canon and updated what was available in the past. So, not only are you puzzled but so am I. If you have nothing further to offer, go ahead and charge my account for your help. I can try going to Canon Support or the User Forum to see if I can find help that way. Thanks, Denise
Expert:  Russell H. replied 3 months ago.

I have no power to charge your account.

And I am determined to think through to a solution. I do not wish to be paid for less than the righteous solution to the problem.

Windows 8.1 may perhaps be bit beyond Camera Window for up-to-Win-7... though that's a marginal hope at best. So in pursuit of that I ask:

Have you gone to

https://www.usa.canon.com/internet/portal/us/home/support/details/cameras/point-and-shoot/long-zoom-cameras/powershot-sx50-hs

and selected Windows 8.1, then gotten the

Camera Windows v8.10.4

which can update anything of the sort to full Windows 8.1 compatibility

and tried that?

Customer: replied 3 months ago.
Hi Russell,I have done that and it automatically detects that I have Windows 8.1. I have the latest version of Camera Windows and it is version 8.10.4a. Please don't take offense to what I said. It just seems that we have tried everything humanly possible to no avail. Best, Denise
Expert:  Russell H. replied 3 months ago.

I see.

It's a shame, though.

Would substituting some other program for Camera Window do? there are others, that I have used myself.

Customer: replied 3 months ago.
Hi Russell,I am not sure. What would you recommend? Because camera windows is what automatically downloads when I turn on the camera, I thought that was all that I could use. I am willing to try something else. Let me know. Best, Denise
Expert:  Russell H. replied 3 months ago.

Definitely you can use other programs with your Canon camera!

It all depends upon the AutoPlay setting that associates a program with your camera. That associated program could be *any* program. Though some would not work so well, of course.

What would you want in such a program? just the ability to download images onto your computer from your camera? or other things, like image editing, etc.?

Customer: replied 3 months ago.
Hi Russell,I would be happy with just a basic program. I don't really need image editing. If my photos don't come out good I just delete them it so much easier!! I have to head out to work so I won't be back in touch until tonight or Sat. a.m. I am willing to download a new program and go from there. What I do like to do is be able to take the photo's and put them in folders I already have set up from when I had an Olympus camera (their software worked fine and was user friendly). Best, Denise

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