User update concerning - Canon HongKong

17 Aug 2021 (Updated)

    [Updated 17 August 2021] Please refer here for latest update on services.

    User update concerning

    7 August 2020

    We apologize to users of our cloud platform “” 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 "," 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 ””. 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.

    4 August 2020

    Thank you for using

    On July 30, 2020, we identified an issue involving the 10GB long-term storage on  In order to conduct further investigation, we temporarily suspended both the mobile application and web browser service of  After the investigation, we identified that some of the photo and video image files saved in the 10GB long-term storage prior to June 16, 2020 9:00am (JST) were lost.  We confirmed that the still image thumbnails of these files were not affected, and there was no leak of image data.  After having resolved the issue that resulted in the loss of the photo and video image files, we resumed the service as of August 4, 2020.

    Currently, the still image thumbnails of these lost image files can be viewed but not downloaded or transferred.  If a user tries to download or transfer a still image thumbnail file, an error message may be received.  We are currently exploring technical counter measures.

    We apologize to all users for the inconvenience. This matter is being treated with utmost priority and measures have been taken to prevent recurrence.