Service

Corrective Procedures

procedures-H5D-5

Should you encounter an error whilst using your Hasselblad camera, the following corrective procedures may help to resolve the problem, allowing a shoot to continue until you’re able to discuss with a Hasselblad representative.

The first course of action with any issue is to confirm that the firmware installed in the camera body and in the digital back are current versions. The same applies with the version of Phocus installed on your computer if you are shooting tethered or having issues with image files imported from your camera.

Click here to see the available firmware versions for your camera

Please note!

Keep your Hasselblad camera and computer equipment away from moisture whenever possible. If your camera becomes wet, disconnect from power and allow it to dry before attempting to operate again. Always take great care when you remove the sensor unit for cleaning as the exposed sensor protective filter is vulnerable to damage. Keep all cables connected to or from your camera and computer out of the way where they will not be tripped over. Please keep purchase details and the warranty in a safe place. Familiarise yourself with the various parts and components. Leave protective covers on as much as possible and avoid touching glass surfaces and inserting fingers into the camera body. Hasselblad cameras have a robust construction and are capable of withstanding fairly rough treatment; nevertheless, they are precision instruments and will serve you longer if treated with respect from the beginning.

The following is a list of some of the issues you may encounter that can sometimes be corrected by following the appropriate corrective procedure:

Power supply and related error messages

Confirm the battery charge level. Turn camera off and remove power supply (battery and/or tethered connection) – hold down the red on/off button for approximately 10 seconds before re-attaching the power supply and turning the camera back on. If the error message does not re-occur, you can continue to shoot.

If the error message reappears, return the camera with associated components to your nearest Service & Support centre along with your full contact details and a brief description of the issue or error message encountered.

 

Lens and/or Back contact error message

Turn camera off, remove power supply and then disengage the lens and digital back, making sure to take great care. Use a very slightly dampened (lens cleaner) lint free lens cloth to clean the gold plated data contacts at the rear of the lens, front of the camera body, rear of the camera body and front plate on the digital back. Some of these data pins are spring loaded and you will need to ensure that they are all in the extended position. Having completed this with great care, reattach all components and turn the camera on.

If the error message reappears, return the camera with associated components to your nearest Service & Support centre along with your full contact details and a brief description of the issue or error message encountered.

 

Internal Firmware issue or conflict

The latest Firmware and Software versions are available at no charge to download from our website – it is imperative that you maintain the most up to date versions at all times. These upgraded FW and SW versions will not only extend the performance of your camera but also offer solutions for reported issues or conflicts. If a firmware issue is known to have occurred, always make sure that you have the latest firmware versions installed by going to the download page of our web site and comparing the latest version with the version indicated on the LCD of your camera (turn on camera and, by holding down the illumination/battery button, the firmware versions will be displayed – body firmware on the left and digital back firmware on the right).

Return camera to factory default settings

  • On camera body by lightly touching the on/off button and going to the grip LCD display; highlight “default” on the screen and select load to save.
  • On digital back by going to default in menu settings and selecting.

If the error message reappears, return the camera with associated components to your nearest Service & Support centre along with your full contact details and a brief description of the issue or error message encountered.

 

All image generated issues

To diagnose such issues and offer an appropriate resolution, please make sure you have saved a 3f raw file illustrating the problem so this can be used later for analysis. Before contacting your local service partner, please make sure that you are using the latest version of Phocus and the firmware on your camera and digital back are right up to date. Once this has been completed and if the issue continues to be noticed, please contact your local Hasselblad partner, who will be able to assist further.

If all suggested solutions for this issue fail, return the camera with associated components to your nearest Service & Support centre along with your full contact details and a brief description of the issue or error message encountered.

 

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