Loosing the ability to focus with Sony EX-3 - Page 4 at DVinfo.net

Go Back   DV Info Net > Sony XAVC / XDCAM / NXCAM / AVCHD / HDV / DV Camera Systems > Sony XDCAM EX Pro Handhelds

Sony XDCAM EX Pro Handhelds
Sony PMW-300, PXW-X200, PXW-X180 (back to EX3 & EX1) recording to SxS flash memory.


Reply
 
Thread Tools Search this Thread
Old December 12th, 2008, 11:17 AM   #46
Regular Crew
 
Join Date: Jul 2008
Location: Norway
Posts: 105
We have a problem...

I just got of the phone with the Sony Service Center in New Jersey. I must say that the info available isnīt very uplifting. It obviously exists conflicting info on the focus issue.
From what Iīm now told there isnīt any new firmware planned for the EX-3. I was told to send my EX-3 in for repair. Iīve even received an email with a repair form to fill out.

FYI I talked to Matt (Product Operation Support Center) at Eastern Service Facility Teaneck, Sony Service Center, Sony Electronics, Inc. 123 W. Tryon Avenue, Teaneck, New Jersey 07666, Voice: 800-883-6817

It would be interesting if all of us started addressing the issues we have to this service center. Then we can share the info we get and what experiences we end up with.

Iīm in the middle of a production and cannot ship my EX-3 yet. I just have to live with the focus issue for a few more weeks. I would be very interested to hear from other users about their experiences. We really need to get this sorted. Sony, enlighten us! What is the problem??? This is just annoying.

I cross my fingers.

-terje
__________________
Terje Rian, Creative Director
www.notene.no
Terje Rian is offline   Reply With Quote
Old December 12th, 2008, 12:59 PM   #47
Major Player
 
Join Date: Oct 2006
Location: York, UK.
Posts: 224
Hmmmm...

Well Terje, that is disappointing news. Perhaps I can do some digging of my own and , like you say, we can all try to do the same.

I must say that I am surprised to hear that Sony are suggesting physical repairs, so to speak, as opposed to a firmware update. Scratching me head to see how this could be a mechanical problem.

Jus.
Justin Benn is offline   Reply With Quote
Old December 12th, 2008, 09:41 PM   #48
Major Player
 
Join Date: Sep 2008
Location: Vancouver, Canada
Posts: 975
Something just struck me. I haven't called up our local Sony service center to complain about the freezing focus issue just assuming that because there appears to be momentum from what you read here that things will be sorted.

Maybe it's time all of us that experience the freezing focus make formal complaints to Sony so they here in a resounding matter that the problem is serious.
Andrew Stone is offline   Reply With Quote
Old December 13th, 2008, 06:09 AM   #49
Regular Crew
 
Join Date: Jul 2008
Location: Norway
Posts: 105
Yes Andy, I think itīs time we make a collective effort. From what Iīve read here, some have gotten their EX-3īs repaired, but without getting the issue fixed. I donīt want to send in my EX-3 unless itīs worth (time and money) the effort.

The lack of information and a follow-up is what worries me, and the different answers we obviously get from Sony representatives. Donīt they even inform their own people? Sony seem to treat every (and itīs understandable) repair as isolated cases, and would prefer us not to discuss about it or to share knowledge about our problems. Itīs politics. One voice is controllable, many voices not so. Sony hopefully want to deal with the EX-3 issues quietly.

This thread has already been read by 1000-1500 people, but only a few of us have posted. Visitors need to make some sound. We really need to find out how many incidences there are? It would also help if we all started to use the same service senter. Any other ideas?

-terje
__________________
Terje Rian, Creative Director
www.notene.no
Terje Rian is offline   Reply With Quote
Old December 13th, 2008, 07:05 AM   #50
Inner Circle
 
Join Date: Sep 2007
Location: Cambridge UK
Posts: 2,835
All good points. For me....

1. Since I can't reproduce this loss of focus fault despite actively trying (mine clearly had on one recent occassion as posted a few pages up) AND

2. Because I need my camera for imminent work committments ...I really can't afford to be without it for a few weeks - no way! AND

3. Because, by most reports, Sony don't seem to yet know how to fix this issue anyway

Then, I'm just going to sit tight and worry about it if it starts to affect what I do. Right now it doesn't at all, and even if it did, a quick reboot should cure it. Sure, not ideal as we all know ....but that's the best solution for my specific EX3 based on my history so far, one isolated case of this fault.

I appreciate others who definitely have this issue on their EX3's with the regularity which would annoy any professional (including me) will want to contact Sony urgently. Please do and please let us know the outcome.

For me, I'll bide my time with my EX3 until the problem and solution behind this EX3 issue are well identified by Sony. After all, even if I sent Sony my camera I might be without one for a while and then get it replaced with one that's MUCH WORSE than mine - judging by how bad this issue seems to be on specific individual cameras. Not something I'd want to risk right now.
__________________
Andy K Wilkinson - http://www.shootingimage.co.uk
Cambridge (UK) Corporate Video Production
Andy Wilkinson is offline   Reply With Quote
Old December 13th, 2008, 11:25 AM   #51
Regular Crew
 
Join Date: Nov 2008
Location: Oberaudorf Germany
Posts: 66
Long one

Hey yīall

here copied in, are my bits n bobs from the thread "EX3 software glitch",

http://www.dvinfo.net/conf/sony-xdca...re-glitch.html

which seams to have gotten lost along the way, I will in future name my threads appropriately.....


-------------------------------------------------------------
1)
I have experienced a "software glitch" 3 times in the first 2 weeks of having my EX3,
all to do with the lens..

on my first shooting day, after powering up for the umpteenth time, I was unable to pull focus, no matter what I tried, it just wouldnīt work.........

Later on in the same shoot, I attached my Bebop ZOE remote and it had absolutely no effect on the lens at all.

the 3rd time was a few days later, I had the problem with the focus again...

Every time I had one of these "glitches", powering down and back up seemed to solve the issue.

I have done quite alot of shooting over the past few weeks and have not had any more of these problems.

The Tech support from SONY reckon it was just a "SOFTWARE GLITCH".

anyone else had anything like this?
-------------------------------------------------------------------------
2
Thanks for the replies

first of all to answer "stupid question",
No I wasnīt on auto focus, as I never shoot anything in auto mode, I donīt really like it when the cam does the thinking for me.

Also as some others have reported, they had a similar problem, but their cams were overheating at the time.
I was shooting up on a glacier at the time and my cam wes definately not overheating.
The 2nd time the focus problem occured, I was just testing out S&Q motion with my kids out in the garden at around 10°c, once again no overheating.

I called the PrimeSupport in the UK, who said itīs just a "SOFTWARE GLITCH, continue shooting with the cam and if it happens again, get in touch with us.....",
I then asked them for a contact in Germany, who I could go and see and get it checked out...
They gave me number in Cologne, who then directed me to SONY in Munich.
I took it to get checked out and was pretty horrified to note that the dude who claimed to be a "specialist" didnīt even know how to power the cam up.
He started telling me that the camera is really just a computer and that the software had probably not booted up properly.
Then he did a few tests with the focus and noticed that the auto-focus button didnīt work, what he didnīt notice, was that he was in Full Manual focus mode.
He also mistook the zoom ring for the focus ring and faught against the zoom mechanics trying to pull focus, at which time I took the cam from him and politely informed him of his lack of expertise and left, feeling rather taken for an idiot, what do these people think we are doing with these cams?
I for one am not just shooting my family hollidays.........

Not too sure about the "software Glitch" claim from SONY and if it is a software issue, it shouldnīt really be happening to cams that are costing 8 grand €īs, or am I the only one who sees it this way?

Having to power down and back up is a right pain in the @$$.
I donīt generally have the chance to redo the take while shooting events or live stuff.
------------------------------------------


So we gotta make ourselves heard on this one.
I canīt claim to be very impressed by the lack of support here and am not keen to part with my cam for a few weeks while it is sent in, it will mean business lost.....

As I stated earlier in this thread, maybe we should get a petition going, with a list of names and adresses of the people who are experienceing this problem.
There are going to be many more than just those who know about and use this forum.
so we should put out a web-link, which will lead here for everyone who punches in EX3.
Iīm a shooter, not a webmaster, so I have no idea how that could be done.....
Kenny Cowburn is offline   Reply With Quote
Old December 13th, 2008, 11:30 AM   #52
Regular Crew
 
Join Date: Nov 2008
Location: Oberaudorf Germany
Posts: 66
Typically, the "Software Glitch" will not rear itīs ugly head when you want to prove it to someone, but rather when you least expect it and it has the best chance of giving you heart failure.

there can be no excuse for this kind of technical error, even if the thing had cost 500 bucks instead of 8500.

Iīm not happy
Kenny Cowburn is offline   Reply With Quote
Old December 13th, 2008, 01:23 PM   #53
Major Player
 
Join Date: Sep 2008
Location: Vancouver, Canada
Posts: 975
Everything is pointing towards a software problem. Until new firmware issued that addresses the problem is issued, the problem won't be fixed.

I am going to start documenting my shooting so when the problem occurs, I will know how long the camera has been on, what focus mode I am in or if I have moved from say manual to assisted manual, note all the other settings when possible like frame rates, shutter speed/mode, white balance mode, TLCS settings, whether macro mode is being used or any other function that could play into focusing the unit (from a software perspective).

Once I do that I am going to call up our local Sony service center to find out if they are working on the matter and then find out who best to send the "crash log" to at Sony.
Andrew Stone is offline   Reply With Quote
Old December 13th, 2008, 01:46 PM   #54
Major Player
 
Join Date: Nov 2005
Location: Grass Valley, California
Posts: 348
hidden usb port

On the topic of the hidden usb port....yes it is located under the plastic cover where the shoulder support unscrews. I have verified with my own eyes.
Larry Huntington is offline   Reply With Quote
Old December 13th, 2008, 03:43 PM   #55
Regular Crew
 
Join Date: Jul 2008
Location: Norway
Posts: 105
Mr. Stone, I think itīs a good idea to start documenting every error that occurs with the EX-3. If we all started to report these things when they happened, after awhile Sony couldnīt ignore the amount of reports. We just need to decide WHERE to send these reports?

Mr. Wilkinson, I totally agree, we canīt send in our camcorders without any clear understanding of what to expect in return. If anyone takes the leap of faith and sends the EX-3 in for service, please let us know how it goes. Thank you!

It really bugs me that I have to complain about a camera, which is excellent when it works like itīs suppose to do. Potential EX-3 customers might be turned away from the product by the way this thread is developing. Thatīs a shame. The EX-3 deserves better than this. Any thoughts about contacting Fujinon (which has produced the lens)?

-terje
__________________
Terje Rian, Creative Director
www.notene.no
Terje Rian is offline   Reply With Quote
Old December 13th, 2008, 04:14 PM   #56
Inner Circle
 
Join Date: Sep 2007
Location: Cambridge UK
Posts: 2,835
Sony supplied our cameras and our guarantees / support agreements are directly with Sony. They will deal internally with Fujinon as required to resolve this - if that's what's required to solve this fault. Our contract is with Sony and it is they who people should contact.

I agree that the bad press this is starting to generate for the EX3 will no doubt "worry" Sony into actively finding a solution sooner rather than later....GOOD!!!! After all, who does not Google "Item X", in this case EX3, followed by "problems" or "issues" to see what's out there on the web when spending this much cash....I certainly always do! BTW, this thread currently comes up about 4th on the first Google search results page with "EX3" and "Problems" as keywords. Creative Cow's thread is 3rd. It's that easy to know about it.

I remember well the vignetting and back focus issues that seemed to plague the introduction of the EX1 being whipped up into what seemed like a web frenzy with lots of posts about it on every forum one could find concerning video cameras (by people who had bought an EX1 and lots who hadn't.... and maybe then did not). This no doubt gave Panasonic / Canon / JVC etc. a few more sales as a result. In the current climate, Sony can't let that happen again.

So come on Sony. I'm sure you read these types of threads on here. What's the plan forward?
__________________
Andy K Wilkinson - http://www.shootingimage.co.uk
Cambridge (UK) Corporate Video Production
Andy Wilkinson is offline   Reply With Quote
Old December 14th, 2008, 06:27 AM   #57
Trustee
 
Join Date: Dec 2003
Location: Malvern UK
Posts: 1,931
I'm going to have to take my EX3 back for a replacement tomorrow. I can't get the Fb adjust to work no matter what I try. Sometimes I turn the camera on and the zoom will go one way but not the other, or it will go fast one direction but only go slowly in reverse.

I am also having the issue of the manual focus sometimes working and sometimes not. I think I've got a real dud here! Unfortunately it seems from reading around that I am not alone. There appears to be one heck of a lot of people having these same issues all over the world.
Simon Wyndham is offline   Reply With Quote
Old December 14th, 2008, 06:49 AM   #58
Inner Circle
 
Join Date: Sep 2007
Location: Cambridge UK
Posts: 2,835
Sorry to hear that Simon. Let us know how you get on. What a shame that your first experience with this camera has been so disappointing.
__________________
Andy K Wilkinson - http://www.shootingimage.co.uk
Cambridge (UK) Corporate Video Production
Andy Wilkinson is offline   Reply With Quote
Old December 14th, 2008, 06:51 AM   #59
Trustee
 
Join Date: Dec 2003
Location: Malvern UK
Posts: 1,931
I should have known better than to put the box up in the attic! I think I doomed myself to a dud when I did that!
Simon Wyndham is offline   Reply With Quote
Old December 14th, 2008, 07:18 AM   #60
Inner Circle
 
Join Date: Sep 2007
Location: Cambridge UK
Posts: 2,835
Well, if you can get it back in the origami puzzle that is that packaging (and exactly how it arrived) you'd be a star. I'm convinced it's almost impossible to do!

Maybe Sony designed it like that to discourage returns!
__________________
Andy K Wilkinson - http://www.shootingimage.co.uk
Cambridge (UK) Corporate Video Production
Andy Wilkinson is offline   Reply
Reply

DV Info Net refers all where-to-buy and where-to-rent questions exclusively to these trusted full line dealers and rental houses...

Professional Video
(800) 833-4801
Portland, OR

B&H Photo Video
(866) 521-7381
New York, NY

Z.G.C.
(973) 335-4460
Mountain Lakes, NJ

Abel Cine Tech
(888) 700-4416
N.Y. NY & L.A. CA

Precision Camera
(800) 677-1023
Austin, TX

DV Info Net also encourages you to support local businesses and buy from an authorized dealer in your neighborhood.
  You are here: DV Info Net > Sony XAVC / XDCAM / NXCAM / AVCHD / HDV / DV Camera Systems > Sony XDCAM EX Pro Handhelds

Thread Tools Search this Thread
Search this Thread:

Advanced Search

 



Google
 

All times are GMT -6. The time now is 10:31 PM.


DV Info Net -- Real Names, Real People, Real Info!
1998-2017 The Digital Video Information Network