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Richard, Technician
Category: Camera and Video
Satisfied Customers: 36526
Experience:  Extensive knowledge in a very wide range of subjects
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I have a Canon Vixia HF R11 camcorder and am trying to

Customer Question

I have a Canon Vixia HF R11 camcorder and am trying to download videos from the camcorder to my computer. I have installed the Transfer Utility (ImageMixer 3 Launche), connected the camcorder to a power supply, then powered the camcorder, then connected the camcorder to the computer directly via the supplied USB cable. The camcorder screen acknowledges the USB connection, however, the transfer utility says "Camcorder or removable storage medium is not connected". I don't know how to get the computer (using Windows 7) to recognize the camcorder. Is there a download I need from Canon website? I have downloaded video previously, a few times, but it has been about 1.5 years. I hear it is not uncommon for this to happen as software and security gets updated.
Submitted: 10 months ago.
Category: Camera and Video
Expert:  Richard replied 10 months ago.

Hi Thomas and welcome

Can you please connect the camcorder to a different USB port on the computer and tell me if it is then detected in the software please