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 deeply 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.
For users who had thumbnails made available as substitutes for the lost original images, the displayed amount of "10 GB capacity" haven’t been matching with the actual amount of the storage used. The used amount of the “10GB capacity” currently shown is calculated based on the file size of the lost original images.
The latest version of the mobile app (V1.1.5), released after September, 28, supports recalculation of the 10 GB long-term storage to the correct capacity.
For users using the mobile app, please update the app to the latest version.
How to recalculate through the image.canon mobile app
at the top right of the main menu.
2. Select [Settings]
3. Press [Recalculate]
How to recalculate through a PC browser
at the top right of the home screen and select [Settings] in the account menu.
2. Press [Recalculate]
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
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.
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.
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 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
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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