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General discussion

Blank Screen on a Canon Powershot A610. HELP PLEASE!

Apr 13, 2007 11:52PM PDT

I've had my Powershot A610 (swivel LCD) for a little less than a year and half. It hasn't had any major problems, except for an E18 error last August from a lens that wouldn't retract, which was fixed by Canon and covered by my warranty.

Starting a little while ago, I would power up my camera and the screen would be black. All the icons were still visible, and I was able to take a picture, but when I switched over the mode to view the picture, it too was all black. However, after taking one or two of these "black" pictures, the camera would return to normal and function as it always had.

Today, I turned on my camera and the screen was black. However, even after taking HUNDREDS of blank photos, the LCD is still black (still, icons and the blue "Canon" logo appear at startup). I went onto the Canon website and typed in my serial number, etc. and was informed that the repair would be at least $107 plus applicable taxes and shipping (I'm not under warranty anymore), but of course that quote might go up once they receive the camera. I've read online that dead CCD repairs can be quite costly, but I don't really know.

What I'm really wondering is the rough estimate for the repair of my camera. I would send it to Canon and wait to receive the final quote, but I do need a camera in about 3 weeks. I was kind of hoping to purchase a smaller model, like an SD600 or SD1000 anyway, and if the repair is going to be substantially more than the original Canon quote, I'd prefer to just purchase a new camera now. I found an SD1000 for only $260 at Circuit City, so any repair costing more than $150 doesn't seem too worthwile to me at this point.

Also, by no means am I a camera expert. Based on my research I think the problem could be a dead LCD or CCD, but I really have no idea. I'm pretty sure that I've covered all the possible troubleshooting options (new batteries, switching shooting modes, pressing the display button), but any suggestions would be welcome.

Thanks!

Discussion is locked

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A610 follow up
Jul 7, 2007 9:25AM PDT

Hi,
Just call back a time or two, and get a different rep if not a supervisor. Several of us have had these cameras (from about the same date of purchase, 12/05) repaired at little to no cost. They picked up all my shipping costs, and they picked up the costs overall. Just keep trying. It may be worth the shipping cost just to get them to fix it for free, if you can. In all, again, it probably only took me an hour or two of actual time (shipping the camera, talking to 3 reps), and some worry time. My camera was fixed free of charge, but they gave it NO warrantee. I feel funny about the camera, as if it might break at any time, but they did fix it. Keep calling Canon and mention this site. We are all experiencing the same problem, which other models have been recalled for.

Best,
Linda

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canon a610
Jul 7, 2007 10:53AM PDT

it sounds like if you put up enough fight they will bend...and for good reason...if push comes to shove tell them you will report them to the better biz unit

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Same problem
Jul 18, 2007 7:26AM PDT

I also had the same problem with the CCD Sensor. I called Canon and talked to a service rep. who told me that they weren't going to be able to do anything that it would cost me to send it in and have it evaluated. I asked to speak to a supervisor, in which he said that they would tell me the same thing. I don't deal well with being told that there is nothing they can do... I bought this camera Feb 06' it is 1 1/2 old like all of these posts.
He finally transferred me to a supervisor which I promised I would not post his name...he said "please". But all and all he is sending me a pre-paid box for shipping and "if" it's the CCD sensor they will fix it for free and ship it back free of charge.
I did mention this thread and that there were many posts about the same problem. I'm sure it will be fixed but will let you all know when it happens.
Don't pay to have a camera less than 2 years repaired. Canon makes a lot of money on these and should being the major company they are repair a manufactures problem no matter what or how old your camera is.

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A610 - responce from Canon
Jul 18, 2007 8:35AM PDT

Well it seems who you talk to..I sent me A610 in and got a email with an estimate of $116.00. I called the customer service number and was forwarded to the repair center. The guy there said that the A610 does not have the same issue as the ohter models listed. According to himthere was an adhesive that kept the connection between to parts....when hot this glue could soften and the two pieces disconnect....so I asked what the problem with mine and he said they dindt know yet...so a get an estimate for a repair and they dont even know what the problem is?

I refused to pay for the repair and they are sending it back....I also filed a complaint with the Better Biz. website

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A310
Jul 19, 2007 2:47AM PDT

My screen just went black today and I am Really Glad that I found this forum. I contacted Canon via the link provided in the earlier posts. The gentleman I spoke with was very helpful and I am sending my camera out for a "free" repair as soon as I receive the shipping label from USPS.....We will see what happens.

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update to A310
Jul 28, 2007 7:22AM PDT

Received a reply from Canon today. They will repair the camera free of charge. I included in the paperwork I sent that i had visited this forum and the Canon link provided here. I told them that the Canon link said this was a free fix and that the tech that I spoke with when I called confirmed it. Should have the camera back in a week or so. I had No Problems getting good customer service. Good luck to everyone.

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A310
Jul 29, 2007 5:58AM PDT

Lisa,

You have a A310 though not a A610 correct?

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White screen
Feb 6, 2010 7:39PM PST

Just incase anyone is randomly surfing the internet looking for answeres to this problem, I thought I'd just say that I had this problem, that is, the camera displayed menus and the welcome screen correctly, but in shooting mode it displays a white or black screen. The warranty had expired, so I opened it up to see if there was anything obviously wrong with the ccd, which I suspected was the trouble. As it turned out, it was the ribbon that connects the ccd to unit to the main circuit board that was causing the trouble. The connector had popped out a little bit, not noticibly, but once I pushed it in firmly, the problem was fixed, and the camera works perfectly.
If you are going to do this, note that opening the case will probably void the warranty, so if its still covered, get a qualified person to do it.

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My A610 Broke as well
Aug 5, 2007 11:54PM PDT

I purchased my A610 in November of 2005. I went to use the camera on Saturday and my screen was black, I could see the icons, but the rest of the screen was black. My pictures were also black.

I called Canon and they advised that they would pay for the shipping and they would test the camera for free. If it is the CCD sensor, Canon will fix the camera for free. If it is not the CCD sensor then Canon will send me an estimate for the cost to repair the camera. Even if it is not the CCD sensor, I will not have to pay for the shipping or the testing of the camera.

I found the customer service at Canon to be quite helpful. I just hope that the service department is honest and that my camera is fixed for free.

I wanted to thank everyone for their posts, because if I did not know to tell the customer service representative that I thought it was a CCD problem and that there are a lot of people reporting these issues, I am not sure that Canon would be paying for the shipping and testing of the camera.

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A610
Aug 6, 2007 12:10AM PDT

Just a note to all...when you send your camera in to the service center. I received an email stating that they wanted me to pay 107 for repairs. Nowhere in the email did it state what was wrong with my camera. I called back to customer service in which they transferred me to the service center after talking to a regular rep again I asked to speak with a supervisor once again. I spoke to one and re-explained my story on what was wrong with my camera and made sure to state that I have been doing research online and on this thread. He was quick to let me know that my camera would be repaired this "one time" at no charge and I should receive it back FedEx within 7 business days. I would have to be here to sign for it. Always speak to a supervisor they can do a lot more than just a rep. Good luck to all of you!!

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PowerShot A610
Aug 7, 2007 1:13AM PDT

Ok all I received my camera back already!! I sent it out on the first UPS. You can read up on the problems I had with the service center, and the repair center but all and all they did what they said they fixed it for free and shipped it back FedEx I got notification this morning that it was shipped at 6:47 am and I received it about 11am..That was fast..just in time for my vacation...
On the sheet they provided with the camera it states that they: "We have examined the product according to your request, and , there was no display on the LCD. The optical assembly was replaced. Other electrical adjustments, inspection and cleaning and parts replacements were carried out."
Now thats pretty vague but it does work correctly for now...cross your fingers it stays in good working order..

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Second time this has happened to me!
Aug 9, 2007 12:40AM PDT

I also am having the same trouble with my A610. I got a PowerShot A75 for Christmas in 2004, and it worked fine until November of last year, when all of a sudden the LCD screen was blank and I could take pictures but they were also blank. I found the CCD Sensor advisory on the Canon website and sent my camera in to be replaced for free, but they were unable to obtain the correct parts within 14 days so they sent me an A610 as a replacement. I was thrilled with the A610 up until a couple months ago when it started having the same problems!! I'm glad that I had experienced the CCD Sensor problems with the A75, because otherwise, since the A610 isn't listed in the models covered by the service advisory, I never would have thought to call Canon and ask for a free repair. I called last night and they told me I would just have to pay for the repair, but the rep. I spoke to had no clue about the CCD Sensor issues - when I called today, luckily I got someone who was familiar with the service advisory and he was much more helpful. They are sending me the label to send it in to the factory and they'll pay for the shipping and fix it for free if it's the CCD Sensor, but if they try to claim it's not the CCD Sensor (even though I'm 100% positive it is), I'm just buying a new camera, not paying for the repair, especially since my USB cord connector on the camera is also broken - that's no fault of Canon's though, that's the handiwork of my 4 year old little boy Silly It's reassuring to know other A610's are having this problem too - maybe once they get enough broken CCD Sensors on this camera model they'll add it to the service advisory.

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My A610 just started doing this yesterday
Aug 13, 2007 7:40AM PDT

I've had my A610 since 1/10/2006, and it has also started exhibiting this issue as well. I finally got it to take pictures again by taking a few blank ones until it started displaying them after taking the picture, but no preview on the LCD, except for the My Colors, Stitch Assist, and video modes. When going from My Colors to Night Snapshot, there is a click in the optical assembly, and then the LCD stops previewing and has only the menu icons along the bottom and left side. I have sent an email to carecenter@cits.canon.com as per the directions for the other models that they've fessed up to having an issue with, and we'll see how they respond. I gave them the link to this forum as well, so that they know there are legions of A610 owners having trouble with their still quite new cameras.

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Same story with my A610
Aug 13, 2007 1:45PM PDT

My A610 purchased 3/22/2006 just went blank. It is, as all others have described thus it really seems like a ccd sensor problem. I have emailed canon and gotten two replies but no help at all. Have also called twice and have not gotten any help with two different people. I have clearly stated that other A610 users have gotten free repair of this part that is obviuosly flawed but the Canon Reps state that free repairs could not be for the A610 especially if it is out of warranty. I have asked about some consistancy with the repairs of this camera because these other A610 owners have no reason to lie about getting free repairs. If you have a different experience please post. Getting nothing from Canon!

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A610 repair how-tos
Aug 13, 2007 2:49PM PDT

Hi,
I got mine fixed at no expense, see above. My best advice is as to keep calling and make sure you get transferred to a supervisor. It seems as if the reps are not allowed to authorize the free repair (although I believe a rep offered to give me free shipping to send my camera in). Just keep calling, even if you wait a few days. Keep track of who you speak with, and get to a supervisor. A supervisor approved a one-time-only free repair of my camera when I said that it wasn't supposed to be a disposable camera! This got their attention. The supervisor I got was actually very nice.

Good luck! I did get lucky and only had to call twice (once to get my shipping paid for, and once when they wrote that it would cost me to repair the camera, which is when I called to get the supervisor).

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Same trouble in Oz
Aug 16, 2007 10:00PM PDT

Hi - I have just found I have the same problem with my powershot A610 (purchased 12/05). I sent an email to Canon here in Australia and was informed that, because it wasn't on their list they would not fix it. I will have to start ringing i guess. I was wondering if any of you are in Australia or all U.S. to determine if anyone has had a success in Oz. This is ridiculous - a thousand flies can't be wrong... and what's worse - ours cost $399!

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Australia
Aug 17, 2007 12:59AM PDT

I have a friend in New Zealand who bought a A610.
He had it only about three months and the CCD sensor went out.
Since it was under warranty, it was fixed free.

Apparently Canon-Australia is being hard-nosed about the A610, when it is not under warranty.
Canon-USA seems to be bending .... if you are persistent.

Perhaps Canon-Australia might be able to explain why owners of the Canon A620 are not having problems with their CCD sensors.
The A610 and A620 are identical except the A620 has a 7 megapixel CCD.
Why is the 5 megapixel A610 CCD failing,
and the 7 megapixel A620 CCD not failing?

Sounds like a batch of defective 5 megapixel sensors.

Canon needs to step forward and admit that they have a problem with the A610 camera.

This thread about the A610 CCD sensor is getting longer every week.

...
..
.

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ME ALSO
Aug 21, 2007 1:03PM PDT

I purchased my A610 12/2005 for xmas. Started going blank in June of 2007, but would start working again. Now it has been blank for weeks. Emailed Canon. Canon says they have seen no pattern in this A610 problem. Pretty much said we consumers get wrapped up in some kind of mass hysteria because of what we read on the web, and they will decide if Canon has sold us faulty products or not.

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Update on my A610
Aug 21, 2007 1:54PM PDT

Hi all - I posted earlier in this thread about my A610 having the same symptoms as my A75 had previously had - I sent in my camera to Canon and received an e-mail yesterday informing me that they had determined that they would repair my camera for free and I should be receiving it back within 7 business days, so hopefully everything will go smoothly. I'll update again when I actually have my camera back. For those of you having this same problem, my advice is to keep calling Canon until you get some resolution - if I had given up the first time I called, nothing would have happened. I just lucked out on the 2nd phone call and got a more friendly and helpful representative than the first. Good luck to everyone!

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update on my camera
Aug 28, 2007 5:59AM PDT

last time I posted I was denied a free repair of my A610 since it had a "dent" in the corner and not one of the covered cameras.. I finally filed a complaint with the Better Biz bureau...

I got a letter back from the BBB saying they would file the complaint but no additional action could be taken...

About a week later I got a call from canon customer service...They had been informed that I was unhappy with them and had filed a complaint with the BBB..they said even though the case was closed they wanted to offer me a one time free repair...which of course I gladly accepted...its at the shop now and just got email saying it will be repaired for free and back to me in about a week

it was a bit of hassle as others have noted but in the end Canon actually took the initiative to call me , even though they didnt have to, and help turn the situation into somethign positive...I give kudos for Canon for that...

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Thank you for discussing your frustrations
Sep 10, 2007 11:43PM PDT

I had the same "black-out" problem with my A610 and after reading your posts I sent my camera in and then when I got the quote I spoke with a supervisor, Nate in VA. My faith in Canon has been restored, they are repairing it at no charge. But it is odd, they do not want to admit it is the same problem for which there is an advisory on the other models (insurance reasons? not enough complaints yet?). I love this camera and will buy another Canon in the future - which would not have been my attitude had I had to pay a $115 bill!

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FINAL UPDATE
Sep 10, 2007 11:56PM PDT

I received my camera back a few days ago and all is well....the camera works like it should and it was done , for one time only, for free.

Canon told me that the issue we're having with the A610 has the same symptoms but not the same cause..."supposedly" the issue with the ones listed on their site used a adhesive for some connections that when hot would soften and the connections would seperate...

Though that may be the case the case that so many are reporting this leads me to believe there is still some kind of issue going on that canon needs to address.

good luck all!

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A610 with same issues and hassles
Sep 14, 2007 2:51AM PDT

Same problem with my A610. Purchased March 1, 2006. LCD went black around Aug 25, 2007. I called Canon and they said it was not on the list, but after some discussion they sent me a shipping label. A week later they sent me an estimate for aprox $115. I called and they said they could not cover the camera because it had a "dent" in the top (what a coincidence!). I argued that the camera did not have a dent in it when I sent it in and the manager said all he could do was to have the incident investigated to find out if they put the dent in the camera. He said that if they did it, then they could make the repair for free. I promptly told him that if they dented my camera, the LCD fix was not good enough, that I wanted a new camera. He said that they would get back to me within two business days. Three business days later I called and the first person put me on hold for awhile. Then another person comes on and said he would authorize the fix for free. No mention of a dent, so we will see. Approx 7 business day before I should have it back...

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wow
Sep 14, 2007 3:01AM PDT

that sounds exactly like my situation even the "dent" part...

sounds like the company line on it until you fight it a bit...

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Same Problem - Resolved (with little conflict and for free)
Sep 14, 2007 3:48AM PDT

My A610, like many of the others, was purchased around Christmas 2005. About 3 months ago, May 2007, the LCD screen on my A610 started faltering. A month ago the LCD screen went black permanently, just like all the other A610s posted about here. Also my experience with Canon was similar to many of the posts here, especially those with positive end results.

My initial call (actually my girlfriends call) to Canon was met with benign ignorance from the Canon technical support. He knew of no problems with the A610. He suggested the camera had been dropped. He said (the usual) "send it in and we'll send you an estimate on how much it will cost given that is no longer under warranty." There was NO mention or an offer of a free shipping label at this time.

After this call I (thankfully!) located this discussion on the CNET forums, read all the posts and contacted Canon a 2nd time. Again Canon technical support had no knowledge of any LCD screen problems with the A610. I mention the forum discussion online AND the known/acknowledged problems with the other models and the Canon technical support replied that the A610 is not on that model list and therefore cannot be guaranteed a free repair. He repeated that the camera should be sent back and they would assess the problem and get back to me. Again no offer of a shipping label was made. I therefore just asked for one (as if it was expected/understood Canon should send me one) and he (without argument) emailed me one along with a form to complete and included with the camera. After that small victory I filled out the form along with a letter outlining exactly my experience thus far, the discussions being made on the CNET forums (including a link/URL), and that "Canon is not acknowledging what, exactly, is wrong with the A610, BUT is making repairs-free-of-charge" and shipped the camera to Canon.

Within a week or so, my girlfriend (and I) received an email from Canon stating (something like) should the problem our letter mentioned turn out to indeed be the problem, Canon would repair it for free. We received an actual letter saying basically the same (cagey) thing a few days after that.

A few days ago our A610 was returned from Canon will all repairs made for free! Included was a letter from the repair department stating as such. No acknowledgment of what was wrong with the camera was stated.

For us (and thanks to the CNET Forums!) we had a successful and not too stressful experience with Canon over our A610. That said it seems based on posts here (and my girlfriends initial call) that things could have gotten unnecessarily expensive for us had we not had the knowledge of the common problem. No where in our correspondence with Canon was there any acknowledgment of the problem nor any apology for the inconvenience this problem caused. Although Canon acted professionally (once prodded), Canon never acted warmly from a customer service/public relations point of view.

Optimistically I am hoping to receive a letter from Canon, sometime in the next few weeks, making warm overtures and apologies. I am not holding my breath but if I do received one I will certainly let everyone on these forums know.

Thanks again CNET and thanks to all of you forum participants.

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Good news!
Sep 18, 2007 6:18AM PDT

Just wanted to give a final update to my previous posts on this forum; I got my camera back a few weeks ago and it works perfectly well now. Not only did they fix the CCD sensor issue but they also repaired the part that hooks into the USB cord (as I mentioned in an earlier post, my 4-year old son had damaged that part when he knocked the camera on the floor while it was plugged into the cord.) I was extremely pleased that they also fixed that - they really went above and beyond - I hope everyone else ends up with the same resolution of this problem as I did. Good luck!

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A610 with same issues and hassles - results
Sep 21, 2007 1:04AM PDT

To follow up... I received my camera back on 9/19 and it works great. Canon repair notes said that they replaced part of the case due to the dent (still don't believe there was a dent) and replaced lcd hinge assembly (guess that includes the ccd sensor...). They also said that there was no warranty for the repair, which is what everyone else is running into. While the process is a pain, don't give up as the end results are worth it. Canon should really bite the bullet and add the a610 to the list. Thanks for all the help!

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Faulty Canon A610 in Sydney
Dec 2, 2007 7:11PM PST

I have the same problem with my camera. It happened once or 2x a few months back but ignored it because it seemed to work after turning it off and on again. But now it's completely black and won't take pictures or videos at all.

I went to one of the drop-off points in Sydney and they told me that it might be that either the shutter is stuck ($AUS195 + GST ) or the lens needs replacement ($AUS300+GST). That's too expensive and I'm not willing to pay for it.

Anyway, I'm planning to phone Canon direct and see where that would lead me too.

Cheers

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Got a replacement A610 a couple of days ago
Sep 14, 2007 4:52AM PDT

I had to resort to calling the customer service phone line as sending email apparently does not get included with the tracking number on the free shipping label they emailed me. After talking with the representative on the line, explaining that the camera was a few months out of warranty, but there seemed to be a CCD/LCD issue with this model as well due to the dozens of reports on this forum, he told me that since it was out of warranty, I would have to pay the $99 + shipping fee. I told him that was not acceptable and that we needed to make this right as I don't buy $200+ disposable cameras, especially when there are so many reports here of the same issue, he put me on hold and contacted the repair facility. When he came back on the phone, he stated that they would go ahead and do a one-time free fix and ship it back for free. So, it has apparently gotten to the point that you don't have to escalate to a supervisor if you're insistant on a free fix and you mention that you found this forum. I never received any explanation of the issue, but strongly suspect that we are on the leading edge of a recall of the lot that we all seemed to get cameras from.

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No luck here so far ...
Sep 17, 2007 1:44AM PDT

I have been having the same issue with my A610. I even sent the camera in at my expense.

I have called them 3 times so far. The service representatives have been taking a very determined stance.

I was initially offered $99 + shipping charge for repair. Upon insistence they brought it down to $49 + shipping. After that, I seem to have run into a concrete wall. They are not budging at all.

I have heard the following line so many times that I am sick of it now ... "Sir, unfortunately Canon does not have an advisory out on this model."

I have spoken to many service reps. Jennifer (rep), Mikki (super), Michelle (customer service manager)... all of them giving me the same lines and same treatment. Mikki even went so far as to say that the forums are not talking about A610 but some other model. I had to interrupt her and remind her that it was indeed A610. Probably a wrong move on my part ...

Coz, at that stage she bascially asked me if I wanted to approve of the 50% repair charge or she should ship the camera back. I told her that this was unacceptable and I wanted to speak to someone higher up.

She said that Michelle is supposed to deal with me and will call me back as she is not at her desk right now. I am waiting for Michelle to call me back. It is 10:41 AM CST, Monday 9/17/07.

I already spoke to Michelle on Friday and she was the one who offered me a 50% discount.

Can anyone please recommend a more effective course of action? Thanks.