Information about loss of a portion of image files
We apologize to the users of our platform “image.canon” for any inconvenience you may have experienced due to the recent incident involving the loss of certain image files from our platform.
We have updated the information on this issue below.
We will now offer an "upscaling process" to improve the quality of the substitute thumbnails for the lost original images as we announced on September 11th.

If you are an applicable customer, please click the button below to access the application page to apply. You will need to sign in with your Canon ID.


We sincerely apologize for any inconvenience you may have experienced due to the recent incident involving the loss of some of your image files from our image.canon platform.

On 18th August, we explained that we were looking to improve the quality of the substitite thumbnails(*) for the lost original images (larger than 2048 pixels on the long side).

We will now offer an “upscaling process”, which upscales the substitute thumbnails to 16 times in size (4 times the length x 4 times the width) using Canon image processing technology. This upscaling process increases the number of pixels by smoothly interpolating the details of the image during upscaling and generates images that look more natural. Please understand that the process does not restore the quality of the images to the quality of the lost original images and may not always result in improved quality of the thumbnail.

The guidelines for the upscaling process are as follows.

Guidelines for the upscaling process

Applicable Customers
Users who have lost JPEG files larger than 2048 pixels on the long side of the images due to the incident involving the loss of users’ image files on our image.canon platform.

Applicable Images
Lost JPEG images that were larger than 2048 pixels on the long side.
During the period from September 17, 2020 9:00 (JST) to September 18, 23:00 (JST), as a preparatory step, we will generate copies of applicable images, and use them for the upscaling process. Therefore please note that images you have deleted after 9:00 (JST), September 17, 2020, may be included in the applicable images.
Video files, RAW image files and JPEG files no larger than 2048 pixels on the long side of the images are not applicable.

Application Period
From September 24, 2020 15:00 (JST) to July 31, 2021 (JST)

*substitute thumbnails are resized images (2048 pixel on the long side) which were automatically generated when uploaded images were stored in image.canon” and now are the substitutes of the “lost JPEG files that were larger than 2048 pixels on the long side”.
We have released the iOS version of V1.1.3 app, which was under preparation in the announcement “Thumbnails as substitutes for lost image files (2)" . For users using the iOS version of the app, please update the app to the latest version (V1.1.3).
We apologize to the users of our platform “image.canon” for any inconvenience you may have experienced due to the recent incident involving the loss of some of your image files from our platform.

As we announced on August 12th, if your lost images were 2048 pixels or smaller on the long side and in the JPEG format then they have been restored to their originals.

We would now like to inform you of a planned treatment for any lost JPEG images that were larger than 2048 pixels on the long side. As a temporary measure we have made the lower resolution, thumbnail*1 version of the lost files, available for use as the originals.

Whilst we cannot recover the lost data, we are investigating a way to improve the quality of the thumbnail images where the original images were larger than 2048 pixels on the long side. This process will upscale the images using Canon image processing technology that aims to produce better image quality than standard upscaling techniques. Please understand that we cannot guarantee this processing will always result in improved quality.

We will announce more detail of this treatment in September. In the meantime please do not delete the thumbnail versions of your images as the originals so that we can try to improve them with this process.

Unfortunately, there is no technical measure to recover RAW files and Video files.

We deeply apologize to affected users.

*1 Thumbnail versions with a maximum size of 2048 pixels on the long side are automatically generated when images are uploaded to image.canon
As we informed in our August, 2020 announcement “Thumbnails as substitutes for lost image files (1)” , you can now download and transfer thumbnails as substitutes for the lost original images. Please click here for more information.

For users using the mobile app, it is necessary to update the app to the latest version (V1.1.3).
As for the iOS users, we are currently preparing the app. In the meantime, please use the service through your web browser. We apologize for the inconvenience.
For some lost image files, thumbnails will be made available as substitutes for the original images beginning on August 18, 2020.

・About the process
Depending on the file format and the size of the lost image files, we will conduct the procedures described below. Please note that these procedures cannot be conducted if the user has deleted the applicable images. For users using the mobile app, it will be necessary to update the app. (New version to be released on August 18, 2020)

If the lost image files were JPEG files larger than 2048 px on the long side of the images
You will be able to download and transfer thumbnails* as substitutes for the original images. The resolutions of the thumbnails are lower compared to the original resolutions. The icon will continue to be displayed for these images.

If the lost image files were JPEG files smaller than 2048 px on the long side of the images
These images should be fully restorable to their original image files. For details, please refer to “Restoration of some lost image files.”

If the lost image files were RAW images
You will be able to download and transfer thumbnails* as substitutes for the original images. The resolutions of the thumbnails are lower compared to the original resolutions. The icon will continue to be displayed for these images.

If the lost image files were movies
There is no procedure available to restore or substitute lost movie files. Functions to download or transfer movies to connected web services will remain unavailable. When you attempt to use these functions, only single-image thumbnails from the movie files will be downloaded or transferred. The icon will continue to be displayed for these images.

*Thumbnails are resized images (long side 2048 px maximum) that are automatically generated when storing images to image.canon.

We are working to restore the original files for some of the lost images. This restoration work will be performed from approximately August 12, 2020 through August 18, 2020.

・Restorable image files
Images for which the original image files were in JPEG format and the sizes of the images were 2048 pixels (px) or smaller on the long side of the image are expected to be restorable.

・About the process
Thumbnails* will be restored as original image files. These thumbnail files carry the same image as the original files that were lost. Therefore, the restored images will be the same as the files that were lost. After the restoration, the icon will change to the icon.

We will restore the images one by one until we have completed the restoration process for all restorable image files. Please note that the images cannot be restored if the user has deleted the applicable images.

*Thumbnails are resized images (long side 2048 px maximum) that are automatically generated when storing images to image.canon.
Not all images on the image.canon platform were impacted by the recent incident. Image files saved in the 30-day storage were not affected, and not all image files saved in the 10GB long-term storage were lost. You can check if your image files are lost or still accessible by following the steps below.

Sign in to image.canon through the mobile app* or your PC browser and open the list of images page.

For images saved in the 10GB long-term storage where the original files have not been lost due to the incident, icons are displayed on the bottom right of the images. For images saved in the 10GB long-term storage where the original files have been lost due to the incident, icons are displayed on the bottom right of the images.

For the lost images, you will be unable to download them, transfer them to connected web services such as Google Drive, or share them via e-mail. An error message, “Original image not found,” will be displayed if you attempt to use these functions on lost images.

*Please use app V1.1.2 released on August 7th, or later versions.
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We apologize to users of our cloud platform “image.canon” for inconvenience.

By this notice, we report the result of our investigation so far made on the incident.

Canon offers services to its users worldwide on our website "image.canon," consisting of: (a) short-term storage where users upload and store images for up to 30 days; and (b) long-term storage where users store images of up to 10GB/user with no specific expiration date.

When Canon switched over to a new version of the software to control these services on July 30, the code to control the short-term storage operated on both of the short-term storage and the long-term storage functions, causing the loss of some images stored for more than 30 days.

By August 4, we identified the code causing the incident, and corrected it. We found no unauthorized access to ”image.canon”. The incident caused no leakage of images.

There is no technical measure to restore lost video images. Still images can be restored, but not with original resolutions. We offer our deepest apologies to affected users.
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Thank you for using image.canon.

On July 30, 2020, we identified an issue involving the 10GB long-term storage on image.canon. In order to conduct further investigation, we temporarily suspended both the mobile application and web browser service of image.canon. After the investigation, we identified that some of the photo and video image files saved in the 10GB long-term storage prior to June 16, 2020 9:00am (JST) were lost. We confirmed that the still image thumbnails of the affected files were not affected, and there was no leak of image data.
After having resolved the issue that resulted in the loss of the photo and video image files, we resumed the image.canon service as of August 4, 2020.

Currently, the still image thumbnails of these lost image files can be viewed but not downloaded or transferred. If a user tries to download or transfer a still image thumbnail file, an error message may be received. We are currently exploring technical counter measures.
Automatic transfer of still image and video files from EOS R5 and R6 mirrorless cameras, as well as the instant uploads from compatible Canon cameras is also available.

Canon contact details can be found here: image.canon/st/supported-countries.html.

We apologize for any inconvenience.
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