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Russell A.
Russell A., Camera and Video Technician
Category: Camera and Video
Satisfied Customers: 5028
Experience:  30 years of experience as a TV station technician gives me a unique understanding of technical equipment issues.
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My ImageBrowser software is not working properly; the edit

Customer Question

My ImageBrowser software is not working properly; the edit function stopped working a few months ago. I spent several weeks on the phone with a Canon tech and eventually he said that it was an IP address issue and should contact Bell. Well... recently I have had my modem upgraded and when the Bell tech was here he checked everything and said there was nothing wrong with my IP address. Also the initial Canon tech stated that if the problem could be fixed I purchase a "competitor's" product. This is not acceptable; I need this fixed I have to much time invested in ImageBrowser
Submitted: 10 months ago.
Category: Camera and Video
Customer: replied 10 months ago.
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Live Phone Call. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Russell H. replied 10 months ago.

Hi, thank you for contacting My name is Russell. I will do my best to provide the right answer to your question. I am not working for nor affiliated with Canon, but will try to provide good advice.

What problem happens with Canon ImageBrowser, please?

Customer: replied 10 months ago.
It opens up, I can label, catalog etc.. photos but when I try and edit them it does not work but it did work for a few months
Expert:  Russell H. replied 10 months ago.

Where are the photos that you wish to edit with ImageBrowser located? on a disc drive, or on a network location perhaps?

Customer: replied 10 months ago.
on my hard drive
Expert:  Russell H. replied 10 months ago.

OK, good.

Can the software as it is, select and edit *anything* in the way of a picture, anywhere?

Or can it select a file on your hard drive, but not open it?

Customer: replied 10 months ago.
no, the edit function does not work at all, it spins and then nothing happens
Expert:  Russell H. replied 10 months ago.

Then you most likely need to uninstall ImageBrowser, then restart your computer, then once you have restarted and logged back in, re-install ImageBrowser. See if that gets the edit function working again... though I am surprised that apparently haven't been told to do so, before this - ?

Customer: replied 10 months ago.
it has and it did not work I think I will have to deal with Canon (again) directly I will be back in 30 min if you still need me
Expert:  Russell H. replied 10 months ago.

Did Canon help with the case?

If not, I can think of a few other things to try.

Customer: replied 10 months ago.
No help from Canon yet, they say that the edit section of the software is web based and it is possibly something wrong with my IP address. Is that possible? I have no other IP issues with any other programs. Yet the edit feature was working a few months ago.
Expert:  Russell H. replied 10 months ago.

Try going into your firewall (assuming Canon's news is right) and enabling a path for the ImageBrowser program, out to ... well, I'm not sure where... the internet generally is too vague, and Canon did not say where their web-based portion of the ImageBrowser's edit function actually *is*... but at least as an experiment, give ImageBrowser, the program, permission - in your firewall on your computer - to access the internet freely.

If the web-access is the only problem, then that should cure it

And as for it being working a few months ago... if you have an adaptive firewall, it may have written itself a protective rule to shield ImageBrowser from accessing whatever it is that it accesses when you Edit with it (or, try to Edit with it.) This adaptive rule created by the firewall, might have blocked ImageBrowser off.

Causing the edit function to cease to function.

If you need guidance as to specifics in your firewall software, just tell me what program it is. And I will advise you and instruct you.

Customer: replied 10 months ago.
I turned the firewall off, to see if the edit would work and it did not. It is McAfee security software
Expert:  Russell H. replied 10 months ago.

Then turn the firewall on again by all means, before it becomes a safety hazard.

So Canon said 'your IP address has something wrong with it'... that frankly sounds rather ignorant and general. Let's examine the IP address of your computer briefly nonetheless, this way:

open a Command Prompt window

type this command into it:


and press the RETURN key, once.

It should display three things we need to examine:

1. Default Gateway - an IP Address of 4 numbers with . (periods) between them.

2. IP Address - formed the same way.

3. Subnet Mask - a simpler IP Address, almost certain to be

Let me know what those three values are, please.

Customer: replied 10 months ago.
Default :
Sub Mask : 255.255.255
Expert:  Russell H. replied 10 months ago.

OK, good. The default gateway address is normal enough.

The IP Address is proper for that default gateway.

The Subnet mask you quote is normal - but you left out the terminating ".0" - I assume it was there - ?

There's nothing wrong with your IP address, despite what Canon said... and it sounded ignorant and now I have confirmed that it might be irrelevant.

However... do you have any Proxy settings, for your internet connection? If Proxy settings are included in your computer's internet setup, that could cause a 'bad IP somehow' situation, yes.

Customer: replied 10 months ago.
Forgot the 0 how do I check proxy settings
Expert:  Russell H. replied 10 months ago.

What Windows or MAC OS X version is on your computer, please?

Customer: replied 10 months ago.
Dell computer Windows 10 McAfee security sotware
Expert:  Russell H. replied 10 months ago.

Thanks for the information in response.

  1. Open the Internet Explorer program. (The big blue 'E'.)
  2. Click the Gear box at the top right corner, in Internet Explorer, once it opens.
  3. Click the Tools button,
  4. Then click Internet Options.
  5. Click the Connections tab
  6. Then click LAN settings.
  7. See if 'use a proxy server' is checked or not... don't change it though! and having determined that, click on Cancel to close without changes.
Customer: replied 10 months ago.
Auto detect was checked; use proxy was not checked
Expert:  Russell H. replied 10 months ago.

Then Canon's indication that you 'have something wrong with your IP Address' is not one that I can agree with. I do not concur with that notion - I see nothing odd about your computer's IP address at all.

What else can we examine or look into? I'm almost out of ideas on this matter, I'm sorry to say.

Customer: replied 10 months ago.
Ok thanks, I will just have to insistent with Canon
Expert:  Russell H. replied 10 months ago.

OK. In case another Expert has further ideas on this question, I have Opted Out, opening the case to other Experts.