Mmm - the 'upside down' fix sounds interesting!

I've just got my XM2 back from Canon at a cost of £232. In their defence I found them to be fairly helpful on the phone.

I got a photocopy of a report with the following advice - don't re-use old/damaged cassettes and keep the heads clean. I was a bit taken aback by this as I always shoot with a brand new tape, and use a tape head cleaner on a regular basis.

So, I spoke to a technician explaining the above and pointed out that from the internet it appears that this is well-known problem. In response to the tape question, given the use of new tapes and keeping it clean, he stated that it was probably a torque problem with the gears, and that the repairer had 'probably' installed stronger gears. As to this being quite a common problem he stated that it could be several different problems that give the same error, and people end up thinking it's the same problem (judge that for yourselves!).

Final advice - keep cleaning, never re-use cassettes, and return it for a service if it's getting a lot of use. Cleaning the heads before 'mothballing' the camera for periods is also recommended.

Well, I'm going to see how things go from here. One thing I've decided is to use another cheap camcorder to rewind cassettes. I don't intend to do it in the XM2 again.

A new vic.
 

I just want to add my story to this thread for cathartic reasons...

I purchased my GL2 in the US, Dec - 2003 and have been in Tanzania on assignment (not shooting, I'm a linguist!) since January 2004. The 'remove cassette' message has showed up periodically from day one but I never thought much about it. I would just pull the tape out, smacked it around a little, (an old habit from my cassette-wound-too-tight days as a child), put it back in, and voila, problem solved.

After six months or so I had my first chewed tape. I 'blacklisted' the tape thinking that was the problem. After a couple more chewed tapes I thought it was a TDK issue and decided to commit the brand-change-sin to FUJI tapes. I had a pile brought over from Canada but the problem has resurfaced on those cassettes as well.

-The camera has had no more than 30 hours of recording time.
-It lives in air/water-tight Pelican 1520 with 1527 soft insert.
-I baby this thing because I know I am far from a Canon service rep.
-I've reused three tapes but only once each. All other tapes have only been used once.
-I've never left a tape in the transport when not recording, even for an hour.
-Having no secondary deck I do use the camera for log-and-capture / rewind-playback.

One thing I can rule out for sure is the moisture/humidity issue. I live and work in the Tanzanian Southern Highlands and the problems persist in the dry season when you can't even keep your eyes moist here.

Things have only gotten worse and I was driven to start searching on the web yesterday when a brand new, fresh tape got chewed right out of it's package. Couldn't record an important event. After reading what I have in this and other forums, I basically feel like my video recording days are over until I return to Canada late 2007 when I can purchase a different brand of camera for my next assignment. :-(

I had a pixel problem fixed under warranty. This is a good thing. Then why did they also replace the transport mechanism? Something they know, that we don't? Oh yes, I was NOT having transport issues!

Grazie

I'm starting to hope that my new GL2 has some issues so I can send it in under warranty. Better now under warranty than later with $250. I have no clue if there's a Canon repair center in Greece or not. Here's a thought - maybe we've figured out the reason Canon has been giving $250 rebates on GL2s for the past few years.

Steve

Wow. Quite the thread going here. I'll give my 2 cents of experience.

I've owned my GL2 for about 2 1/2 years. First tape I used was a Panasonic. Every tape since has been Fuji. Also, I always use 60 minute tapes...never 80 minute.

I've only experience the "remove cassette" error twice. First time was within a month of purchasing the camera. The second time was about a year or so later. I was shooting outdoors each time, during the summer. It was probably in the 70's or 80's (fahrenheit)...might have been humid...I don't recall. Each time I received the error, I simple turned the camera off for a few seconds, and turned it back on...with no further problems.

Usually after recording an event, I'll rewind the tape (in camera) and take it out and store it until I'm ready to edit in my NLE. Then, I dump the contents to hard drive, rewind the tape, and put it back into storage. I don't use the camera like a VCR and do a lot of fast forward and rewind.

I've only shot about 20 hours or so in the past 2 1/2 years, so I'm a light user, I suppose. Oh, I've never run a cleaning tape through yet, either, and I've never experiened any "drop outs". Maybe I'm fortunate and have a particularly good GL2.

Speaking of tech support...have you ever tried contacting JVC Professional Sevices support? Ah, but I digress.

All in all, I'm very happy with the Canon GL2, and I'd buy another. The picture is superb, and the camera has been very good to me. :)

Tim

I have just spent months researching which camera to purchase and all of this is starting to really concern me. Everyone I speak to tells me to buy a canon. It seems to be a toss up between the XL and GL but this transport issue is a hard one to overlook. Do both cameras use the same transport? Is one more prone to the issue than the other? Tuesday is order day for me and I hope I dont make a bad decision.

Hey Bob - I've had my GL2 for about two months, and I've had nothing to complain about. One thing you have to keep in mind is that there are tens of thousands of GL2s out there, maybe more, and even if you read 1000 postings about people contracting that error, it's still just a drop in the bucket.

On top of that, it seems that to fix this it only costs $250, or free if it happens within the first year. Considering the GL2 is one of the cheapest of the 3ccd prosumer camera, and the fact that they give you a $250 rebate, I would say it's worth the risk investing in a GL2. Even if you do get that error, it will be fairly cheap and easy to replace, and you'll still get many, many happy hours of good video. Anyway, that's my thoughts...

Oh, and I'm not sure whether they use the same transport mechanism, though I have heard of people with the XL having the same problem. So maybe they do. Can anybody tell us for sure?

Steve

One comment Steve: Do the Sony OR JVC OR Panasonic forums have instances of such an issue?

And yes, I agree with everything you say, but would colour my comments as to IF other main-line suppliers have had this crop up - yeah?

Grazie

You're completely right, thanks Grazie. I'm not at all against Sony or JVC or Panasonic - I think they all make fantastic cameras. I don't know if they have any instances of such an issue - I'll look into it on the threads, though.

Another one....
 

"The message appears when the tape is close to full rewind (...) For a short fraction of time before the message, the time code would show "-:--:--:--" like the camcorder looses the signal from the tape or something" Sounds familiar to me.

After that, several times, I opened and took out and put inside the cassette with effect like it is written before. In the end, I did it one more time, I started to rewind and when tape was rewinded on full speed, counter went mad, than well known information was displayed - "remove the cassette". I did it, but transport mechanism ate the tape. Not good. The camera is curently visiting authorized canon service. We will see, what they will tell tomorrow.

I make movies in general for family, sometimes concerts, or sth like that. Personal and commercial use. Camcorder is 2 years old. I wrote it to show, that it happens to often and it seems that it is some kind of....mistake?

A little off-topic, but...

When my GL2 came back from being repaired for this problem, it also got updated firmware/software or something. I know this because now everytime I turn it on, it has a little blue "tunnel-like" startup screen with the Canon logo. Also, all my little messages that pop up on the screen now have a new font and a blue border! I wonder what happened?

How much it costs?
 

Remove the cassete /when rewinding on high speed/
In Poland repair cost /out of warranty/ is about 185$ /new transport mechanism and some telemetric settings/. It will take 2 weeks /they have to order new parts/ warranty for repair is 6 months/
........

XL1S Too...
 

I purchased an XL1S 14 months ago and guess what...Its just developed 'Remove the Cassette' syndrome (2 months out of warranty, I add). And yes this occurs when rewinding a tape...Timecode flickers in EVF then "Remove the Cassette" appears. When ejecting, the tapes are always munched. This occurs randomly. So far £40 worth of tape has been destroyed. I do wedding videos, but have so far been 'lucky' in that it has been other non important footage that has been eaten.

The XL1S wasn't cheap, paid nearly £2500 GBP. Had no idea what was happening at first but after doing a google search this thing seems quite common! (with the GL1+2 anyway). Shame Canon don't tell you this before you part with your hard earned.

This camera has been babied since new. I have only ever used one tape brand (Panasonic DV83MQ), tape is removed from machine after every shoot, Heads are cleaned every 30 hours or so etc, etc.

I have just purchased a MiniDV rewinder (£13) and will use this from now on.

"Shame Canon don't tell you this before you part with your hard earned"

actualy, I'm convinced that this is not a "canon only" issue. I've seen it on a VX2100 as well. They display something like "error xxx" or whatever. But is the same problem.

The firckin' miniDV tape mechanism is so fragile...

I truly hesitate, and then some, if I am ever tempted to review work on any of my XM2s. I try to keep the mechanism just going "forwards" - if you know what I mean?

Cosmin? Is that a famous Romanian oath "firckin'" ? Would that be the "Firckins" of Bucharest or Jassi? LOL!

Grazie

Hehe! typing late at night... I bet my english is better than your romanian! :)

I'm from Timisoara, actually.

"I try to keep the mechanism just going "forwards" "
aaa... so you have a miniDV VCR or another camcorder for playing tapes. I'd like that too, but I'm "financially chalanged", if that's a freeking expresion! :lol

Hiyah Cosmin!

I do have a 2nd hand ( used ) Panasonic Deck. Takes big tapes too. As I say, there has to be a REALLY good reason why I would want to review on site - and no I don't have a miniTape deck to review on site .. . me too .. on the financially challenged thing - LOL! . .Your English is FAAaaarrr better than my Romanian . .

remedy for the remove cassette error.
 

1. Buy a mini dv re winder
2. Buy a cheap camcorder so that you can use it whenever you are using a GL2/XM2 other than the shooting(editing/play back etc.).
3.Go for the tape less recording and editing.
These are some of the informations I have gathered from this site!

gl2 eject cassette problems
 

Cosmin:

I too have been plagued with the eject cassette problem. I suspected the same thing that you suggested, "backlash" in the tape caused by not enough tape tension. Your video proved it. I applied a couple drops of trichlorethylene (hard to get) on the white gear in the center of the drive, like your photo shows. I got an immediate result. I was able to rewind several tapes. Then the problem showed up again, a couple drops more, problem fixed. The next day, it happened a third time, many tapes later. A couple drops, and haven't had a problem since. I suspect that there is a friction surface under the white gear that either has a build-up of lubricant or some other matter. Cleaning it seems to solve the problem. YOU are the only one who has suggested this fix and it worked for me, so far. If it happens in the field, I always carry some lens cleaner, alcohol, so a couple drops will take care of the problem.

Why doesn't Canon tell us about this problem? Why do they just keep hitting customers up and sell them a new drive deck with the same potential problem?

Spread the word on this fix, it worked for me.

Jim - emptech@netzero.net

remove cassette error
 

Hey people. I experienced the error yesterday while getting ready to shoot a party for a friend and while i was rewinding the tapes to see what to tape over and i got the message. this morning i went down to PC World in cardiff and luckely enough there was a Canon official. i asked about the problem and he said "there's nothing to worry about. 80% of people who get the message think there is a major problem with cassette drive but infact its caused by condensation. theres no point sending it in because there is nothing canon can do unless there is a problem with the drive. if you send it in. it will cost £40 for them to look at it and if there is a problem they will replace the drive for free or if it is under 1 year old they will completely replace the camera and give you vouchers. This message was only programed to come up if there was condensation detects. look at page 140 in your manual. if there is problem with the drive it usally come up saying cassette drive error" when i got this message it was very cold and there was condensation all over the lens and cassete drive.

Bully for you Nat! Now where is Cosmin when yah needs him?

G

Sounds plausible, and I'm a GL2 supporter, and I mean no offense to Nathaniel, but I'm quite sure that every Canon rep who spends time in the field has learned to dispense with this inquiry in an informal verbal fashion. My default response is to think "bullshit" until such time as Canon publishes a statement.

i got to agree with fred. i think some of that is bullshit

It is bullshit. There is a design flaw with this camcorder and Canon will not admit to it. If only condensation in 80% of the cases, then how come it does not occur as frequently with other camcorders? Why is it that the problem starts occurring more and more to the point where you can no longer use the camcorder?

Nathaniel, can you confirm something - did your guy at PC World say that the drive would be replaced for free if they find a problem, regardless of the age of the camera? My cam is out of warranty and, as you would expect, the problem started about eight seconds AFTER the warranty expired.

I have no doubt that the error is caused by condensation (I've experienced it in such conditions) but I'm not convinced this is the only cause and I tend to agree with other posters that suspect a design fault.

If Canon are offering free drive replacements then I'd like to sign up!

A stiff casssette (one in which the tape mechanism is binding a bit and the tape does not spool freely) may also cause the message, as could a cefective cassette, or some foreign object in the tape path; e.g., a piece of label.

Condensation can also cause the message, and is a likely cause, especially if the camcorder just came from a cold location into a warm location.

the rep in pc world said they would fix it for free. but it costs £40 for them to look at it

Well that sounds like good value to me! I shall investigate further!

Thanks for the info.

as long it is in warrenty also if it is under 1 year old you got to take it back to the people you bought it from and then they have to replace it.

Tape Transporter replaced
 

My GL2 "Remove the Cassette" problem started in Dec 2005, It finally died Jan 15 2006. I was out of Warranty. I called Canon in Irvine Ca. and after several weeks they replaced the entire tape transporter mechanism. THey Charged me 62 USD and advised me this was a courtesy rate. I'm thinking to myself, there's a flaw here with all the postings in several DV and Video forums......(WTF about this courtesy rate). I got the camera back and seems to be working for "Now".
I might keep the research info I did on the Sony VX2100 just in case. I'm soured by this whole event even though in the end they did fix it and was never treated bad or disrespectful during the entire transaction/Event.
It's the principal of what I paid for what was suppose to be a relaible camera.

Me too!
 

I got the remove cassette error as well, I could still record, but rewinding was a no go, and it would munch tapes. So I sent it off to Canon, and they also fixed it for a courtesy rate of $62, since it was out of warranty. They know they have an issue here, and at least they are not being pricks and charging hundreds like some people have said, but I agree the camera should be more reliable.

My camera has low hours on the heads, but I did leave a tape inserted in it when going from Hawaii to chicago, and thats when the issues began.

I've told my experience before, but I think it is worth repeating again, following your experience of the level of Canon awareness to this matter.

I took my XM2 into the Canon Garage with literally days left on a 1 year's warranty. Reason? It had a dead CCD Pixel. I was told that I had more than one too! However, in the "report" I got back was that not ONLY had they replace the BLOCK they also replaced the TRANSPORT mechanism too! Of course as per the warranty this was done for free, so no complaints from me, but it did make me aware that they ARE "aware" of such mechanical problems. Oh yes, at THAT point I had no issue with the mechanism. Camera had never displayed this or any other error.

I guess we aint gonna get a "hands-up" statement - but then again, actions speak louder than words. And maybe, just maybe me writing this here kinda vindicates Canon's approach in customer service - see? There are many MANY ways to skin this particular feline. What I will say is that I think I hold the record in Canon turn-around: How about 72 hours? Nope! 48 hours? Wrong too! If I had got my own arrangements together in time, I could have got it back within 24 hours of me dropping it off at the Garage! 24hours! Now this DID impress me!

Grazie

If this is such a prevalent problem why not just use an inexpensive ($20) external tape rewinder? Seems logical if this is always going to be a potential problem for this camera.

Like i posted way back i could not rewind. i then took it into my bedroom where it was warm and waited ten minutes and it rewinded 5 tapes fine. the full lenth of them. if you get this error just check is the room cooled or warm. i get this error all the time if it is my study where it is quite cold. this error means that condensation has been deteced. i checked my other camcorder and it said condensation has been deteced so at that point i stopped worring.

same
 

ive got the same problem its been doing it for like 6 months, my gl2 is like 2 years old. i doubt it will be cheap

I really dont think we sould be sharing how we can mover around this problem and get Canon to actually fix it.

But in the interests of the now rather than the later, I have an old Mini Dv cam and I use that to ALL the rewinding, ALL the playback and importing. Its also a canon with 3 years warranty, (In its final year) and its built like a brick, as should all prehistoric camcorders should be. My family uses it for hols, and I use it to keep my XM2 in pristine shape.

I'm sorry to heara bout this problem, I never heard of it until I read aobut it. I will think twice when I do early morning shoots.

3 times
 

Sometimes the remove cassette error message is a result of condensation, but for people like me, the message comes up so often that you can't even insert a tape...even when there is no condensation. I have two GL2s that I have been using for about 2.5 years and between the two of them, this is the third time I have to send a GL2 in to get fixed. It's not under warranty anymore so I've been putting it off, but it ate a tape recently so its time to get it fixed again. The first time it was under warranty but the second time they charged me 280 dollars to clean the head or whatever they do. It also took over a month...I think it was more like 2 months for them to get it back to me.

G'day Jim,

You should have bashed Canon over the head the second time...

If you wrote a letter of complaint outlining the problems experienced, they would take it seriously. If you still get no reasonable response, raise the bar and send the letter again to the head of canon of your country and claim never to shop canon again.

This had worked here in OZ when a Sony Model DVD player had contious faults. Our tabloid News program did a show suggesting that over 20 letters (20 diff people) were sent, none recived a response, then the same 20 letters of complaint reached the eyes of the Australian CEO of Sony and something big was done.

The power of people and polite, civilised complaints.

The only reason Canon has done nothing is because we havent done anything to bring this up with Canon. However, I've never had any problems with my XM2....

I own a GL2 and haven't yet had this problem. But I am very disappointed in how Canon is handling this problem. I also own a Nikon DSLR and I have been favorably impressed with how Nikon steps up to the plate to correct any problems that show up in their product line. If this is representative of how Canon handles design flaws I will be very hesitant to buy another Canon camera.

remove tape err...
 

I don't think this is a problem specifically for the xm2/gl2.
I've seen the same problem on a VX2100 (instead of "remove..." the sony displays a "error xxxxx" message).

Have you read this: http://www.dvinfo.net/conf/showthrea...t=42822&page=3 ? (I mean my post...)