Panasonic BB-HCE481A - Network Camera, Troubleshooting Manual

Page 1: ...ration Bar Troubleshooting 16 Audio Problems Troubleshooting 17 Image Buffer Transfer Troubleshooting 21 SD Memory Recording Troubleshooting 22 IPv6 Troubleshooting 23 IPsec Troubleshooting 24 Miscellaneous Troubleshooting 26 Table of Contents This manual is for both BB HCM381A AC Adaptor Type and BB HCE481A PoE Type Available features and operations are different in part depending on the model Re...

Page 2: ...f Microsoft Corporation in the United States and or other countries All other trademarks identified herein are the property of their respective owners Abbreviations UPnP is the abbreviation for Universal Plug and Play Network Camera is called Camera in this manual Setup CD ROM is called CD ROM in this manual ...

Page 3: ...Ethernet hub and router are working The Ethernet cable is partly disconnected Change it to another Ethernet cable The indicator continues blinking orange The camera is turned off when updating firmware If you access the camera using a web browser the Update Firmware page will be displayed Update the firmware following the procedure see page 158 of the Operating Instructions on the CD ROM If you fa...

Page 4: ...d Check if the indicator control is disabled see page 153 of the Operating Instructions on the CD ROM The attached AC adaptor is not being used Confirm that the standard AC adaptor PSLP1242 Order No PSLP1242Y is being used A cross cable is being used Some hubs and routers do not support the cross cable Use a category 5 straight cable The camera may be malfunctioning If you cannot access the camera...

Page 5: ...structions on the CD ROM If you fail to update the firmware see page 26 The indicator continues blinking orange 2 second interval An error has occurred in UPnP port forwarding Set up the camera again in Automatic Setup using the Setup Program following the instructions in Getting Started The indicator continues blinking green Automatic setup is not complete Complete the setup following the instruc...

Page 6: ... hub s manual Too many clients are connected to the PoE hub Some PoE hubs have a limit for wattage Connect the cameras referring to the PoE hub s manual without exceeding the limit The camera or the PoE hub may be malfunctioning If another PoE supported device is connected to the PoE hub and it works the camera may be malfunctioning Call our customer call center There is a relay connector or a hub...

Page 7: ...e cameras turn the cameras on one by one Network problems may have occurred during setup Confirm that your network is working Turn the camera off and turn the camera on again see page 12 of the Operating Instructions on the CD ROM Then set up the camera again The E mail that has a link to the Viewnetcam com website does not come The E mail address that you registered on the Viewnetcam com website ...

Page 8: ...mera was turned on before the router was turned on Turn the router on first and then turn the camera on The default gateway is not set or the settings are wrong Set the default gateway correctly see page 48 or page 53 of the Operating Instructions on the CD ROM The router does not support UPnP Enable port forwarding on your router following the router manual The camera IP address and port number h...

Page 9: ...rrect IP addresses are required especially when you are using the Viewnetcam com service Assign the correct default gateway and DNS server addresses see page 48 or page 53 of the Operating Instructions on the CD ROM The connection type is wrong see page 48 or page 53 of the Operating Instructions on the CD ROM If the camera does not connect to the network using the Auto Negotiation setting set up ...

Page 10: ...ddress when using a DynamicDNS service To access a camera on the same LAN use the address for its local network address The camera can be accessed on the LAN but cannot be accessed from the Internet The default gateway address may be wrong Set the correct default gateway address see page 48 or page 53 of the Operating Instructions on the CD ROM UPnP is disabled on the router Enable UPnP on the rou...

Page 11: ...etwork is congested Pages may not be displayed immediately Wait for a moment The web browser is accessing a proxy server Set the web browser to access the Internet directly see page 186 of the Operating Instructions on the CD ROM Camera images are not displayed on the Multi Camera page The images may not be displayed if private IP addresses and global IP addresses or domain names are mixed on the ...

Page 12: ...obileX by following an IP address and port number A gray screen is displayed There are currently more than 30 different users trying to access the video Motion JPEG Reduce the number of users accessing the camera to below 30 or change the video to still images Operation time has been specified A gray screen is displayed outside the operation time This is normal Video suddenly changes to still imag...

Page 13: ...t to focus on by AF button Press the AF button and put it into operation again When the objects are still out of focus adjust the focus using manual focusing or change the objects using Pan Tilt operation or Zooming features The Automatic Focus Range is set incorrectly for the type of image you are viewing Confirm the Automatic Focus Range setting see page 80 of the Operating Instructions on the C...

Page 14: ...camera You are not using an Ethernet switching hub If you view multiple cameras on the Multi Camera page without an Ethernet switching hub the image refreshes slowly Use an Ethernet switching hub The image may refresh slowly depending on image resolution image quality network traffic PC performance SD memory recording using IPsec or what is being viewed The maximum bandwidth usage is limited Incre...

Page 15: ...Update Firmware page is displayed The camera firmware may be damaged because the power was turned off during an update etc Download the latest firmware from the Panasonic Network Camera support website and update the firmware Problem Cause and Remedy ...

Page 16: ...play is displayed on the operation bar The pan tilt range is restricted Adjust the pan tilt range settings see page 23 of the Operating Instructions on the CD ROM The Automatic Focus Range is set incorrectly for the type of image you are viewing Confirm the Automatic Focus Range setting see page 80 of the Operating Instructions on the CD ROM When viewing images within 1 m 3 feet 3 inches of the ca...

Page 17: ...nge it to Enable See page 86 of the Operating Instructions on the CD ROM In the access level settings on the General User page Talk is not permitted Select Talk See page 93 of the Operating Instructions on the CD ROM When accessing a camera on a LAN the web browser is being accessed through a proxy server Change the settings so that a proxy server is not used See page 186 of the Operating Instruct...

Page 18: ...ute or minimum volume Open the PC s Volume Control window and uncheck the output master and Wave MP3 s Mute checkbox then adjust the volume The Audio Control Bar is not displayed The Audio Control Bar is not displayed when the number of simultaneous accesses exceeds the maximum number Wait for a moment and access the camera again Both the Output and Input settings are set to Disable on the Audio p...

Page 19: ...ck the microphone checkbox and then adjust the volume controls A speaker is not connected to the camera The camera s audio output terminal is a line output Connect it to an external speaker with a built in amplifier see Getting Started An amplifier is not connected to the camera The camera s audio output terminal is a line output Connect it to an external speaker with a built in amplifier see Gett...

Page 20: ...transmitting audio to the camera Audio is interrupted Other applications are being run on the computer Close all other applications on your computer The max bandwidth is set to Unlimited on the Network page Reduce the max bandwidth value see page 48 or page 53 of the Operating Instructions on the CD ROM The mute for pan tilt is set to Enable on the Audio page This is not a problem The input volume...

Page 21: ... authentication is set on the Trigger page Change the authentication method to POP before SMTP authentication or SMTP authentication and set the Login ID and Password if you select POP before SMTP authentication set the POP3 Server IP Address then try transferring by E mail again See page 103 114 or 126 of the Operating Instructions on the CD ROM For E mail transfer the SMTP server supports authen...

Page 22: ...l longer than the current setting see page 99 page 110 or page 122 of the Operating Instructions on the CD ROM Problem Cause and Remedy Cannot write onto the SD memory card It is writing protected Cancel the writing protection It takes time to record Sometimes it takes time when it is formatted on a PC Format it on the camera see page 142 of Operating Instructions on the CD ROM Problem Cause and R...

Page 23: ...rating Instructions on the CD ROM If neither or only one is displayed it is possible that the connection is incorrect or that the IPv6 router is not set properly Set them correctly IPv6 has not been set up on your PC IPv6 is not set up in Windows XP when purchased Change the settings to enable it See page 15 of the Operating Instructions on the CD ROM Router filtering is enabled Permit camera acce...

Page 24: ...g Instructions on the CD ROM On the VPN router within the network tunnel mode has been set Transport mode and tunnel mode can not be used at the same time Cancel the PC s IPsec settings and communicate using tunnel mode Either the PC s SA 1 or Camera s SA is not established Disable the PC s IPsec settings and enable it again The camera cannot be accessed in tunnel mode The pre shared key is not se...

Page 25: ...age 60 of the Operating Instructions on the CD ROM There is an e mail server or FTP server within the tunnel mode network Transport mode and tunnel mode cannot be used at the same time Cancel the e mail server or FTP server s IPsec settings and communicate using tunnel mode Either the server s SA 1 or camera s SA is not established Restart the camera 1 SA Security Association refers to establishin...

Page 26: ...use Update the firmware again following these steps 1 See page 12 of the Operating Instructions on the CD ROM 2 See page 155 of the Operating Instructions on the CD ROM 3 See page 158 of the Operating Instructions on the CD ROM about updating firmware No Yes No Yes Turn the camera off and turn the camera on again 1 Enter the IP address in the web browser to access the camera Is the Top page displa...

Page 27: ...e UPnP Windows component is not installed in Windows XP or Windows Me Install the UPnP Windows component in Windows XP or Windows Me see page 189 of the Operating Instructions on the CD ROM The problem cannot be fixed Call our customer call center at 1 800 272 7033 Problem Cause and Remedy ...

Page 28: ...ll Rights Reserved Panasonic Puerto Rico Inc The information in this document is subject to change without notice Copyright This material is copyrighted by Panasonic Communications Co Ltd and may be reproduced for internal use only All other reproduction in whole or in part is prohibited without the written consent of Panasonic Communications Co Ltd ...