Panasonic BB-HCS301A - Network Camera Server Operating instructions

Troubleshooting

Network Camera Server

Model No.

BB-HCS301A

DCINININ

AUDIO

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VIDEO

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Table of Contents

Trademarks .......................................................................... 2

Abbreviations....................................................................... 2

Troubleshooting................................................................... 3

Indicator Error Codes ................................................................................ 3

Setup Difficulties ....................................................................................... 4

Image/Page Display .................................................................................. 7

Operation Bar.......................................................................................... 13

Audio Problems ....................................................................................... 14

Image Buffer/Image Transfer................................................................... 18

SD Memory Recording............................................................................ 19

IPv6 ......................................................................................................... 19

IPsec ....................................................................................................... 20

Miscellaneous ......................................................................................... 22

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Troubleshooting

Trademarks

• Microsoft, Windows and ActiveX are either registered trademarks or

trademarks of Microsoft Corporation in the United States and/or other

countries.

• SD mark is a trademark of the SD Card Association.

• All other trademarks identified herein are the property of their respective

owners.

• This software is based in part on the work of the Independent JPEG Group.

Abbreviations

• UPnP is the abbreviation for "Universal Plug and Play".

• "Network Camera" or "Analog Camera connected to this product" is called

"Camera" in this Installation manual.

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Troubleshooting

[For assistance, please call: 1-800-272-7033] 3

Troubleshooting

The Panasonic support website "http://panasonic.net/pcc/support/netwkcam/"

includes various technical information other than the contents in this troubleshooting

section. Access it if problems occur.

Indicator Error Codes

Problem Cause and Remedy

Indicator lights

or blinks orange.

• Ethernet cable is not connected properly.

Connect the Ethernet cable properly.

• PC, Ethernet hub or router is not working.

Confirm that PC, Ethernet hub and router are working.

Indicator

continues

blinking orange.

• Indicator blinks orange when updating firmware.

If you access this product on the web browser, Update

Firmware page will be displayed. Update the firmware

following the procedure (see page 135 of the Operating

Instructions on the Setup CD-ROM). If you fail to update the

firmware, see page 22.

Indicator

continues

blinking orange

(2-second

interval).

• The router on your network is turned off.

Turn the router on, and wait for a while until the ADSL line is

connected.

• An error has occurred in UPnPTM port forwarding.

Set up this product again in [Automatic Setup] by the Setup

Program following the procedures shown on the Getting

Started.

Indicator

continues

blinking green.

• Automatic setup is not complete.

Complete the setup following the Getting Started.

• This product did not get its IP address from the DHCP server.

When setting [Automatic Setup] or [DHCP Setup], this

product may not get its IP address due to network failures.

Ask your ISP or network administrator for more information.

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Troubleshooting

Setup Difficulties

Note

If you are experiencing any problems, it is recommended that you

temporarily disable all firewall, pop-up killer, and virus detection

software. Once the problem is identified and corrected, you can restart

the Setup Program.

Indicator does

not light up.

• Indicator display is disabled.

Check if the indicator control is disabled (see page 131 of the

Operating Instructions on the Setup CD-ROM).

• Confirm that the standard AC adaptor PQLV202 (Order No.

PQLV202Y) is being used.

Indicator

continues

blinking red.

• This product may be malfunctioning.

If you cannot access this product, it may be malfunctioning.

Call our customer call center.

Problem Cause and Remedy

Automatic Setup

fails using Setup

Program.

• More than 20 minutes have passed since this product was

turned on.

Disconnect the plug of the AC cord from the outlet, and

reconnect it again. Set up this product again.

• Multiple IP addresses of these products are overlapping.

If you are installing multiple products, turn them on one by

one.

• A problem occurs during the setup.

After confirming that the network is active, disconnect the

plug of the AC cord from the outlet, and reconnect it again.

And set up this product again.

Viewnetcam.com

registration fails

using Setup

Program.

• If you do not receive an E-mail from the Viewnetcam.com

service, your registered E-mail address may be incorrect.

Viewnetcam.com website at

http://www.viewnetcam.com.

Problem Cause and Remedy

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Troubleshooting

[For assistance, please call: 1-800-272-7033] 5

DynamicDNS

registration fails

using Setup

Program.

• The router-connected PC has failed to access the Internet.

Refer to the router's manual and try to connect to the

Internet through your PC. Once Internet connection has

been confirmed, you can register to DynamicDNS.

Setup Program

does not list any

of this product.

• Your firewall or antivirus software is blocking the connection.

To avoid any possible problems, temporarily disable any

firewall or antivirus software, and set up this product again.

If you cannot disable your firewall or antivirus software, you

can set up this product using the MAC address (see the

Getting Started).

• This product is connected over a different network.

Set up this product from a PC under the same router.

• Confirm that an IP address is assigned to your PC.

Assign the IP address to your PC (see page 154 of the

Operating Instructions on the Setup CD-ROM).

Setup Program

fails to complete

successfully.

• Network problems may have occurred during setup.

Disconnect the plug of the AC cord from the outlet, and

reconnect it again. Then set up this product again.

UPnPTM port

forwarding setup

fails.

•UPnP

TM is disabled on the router.

Enable UPnPTM on the router following the router manual.

• This product was turned on before the router was turned on.

Turn the router on first, and then turn this product on.

• The default gateway is not set, or the settings are wrong.

Set the default gateway correctly (see page 37 or page 41

of the Operating Instructions on the Setup CD-ROM).

• The router does not support UPnPTM.

Enable port forwarding on your router following the router

manual.

Problem Cause and Remedy

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Troubleshooting

The IP address

and port number

of this product

have been

forgotten.

• Clicking [Camera Setup] on the Setup Program displays the list

of this product. The list shows the MAC address labeled on the

bottom of this product. The IP address and port number of this

product are shown next to the MAC address.

The password

has been

forgotten.

• Press the FACTORY DEFAULT RESET button to reset the

camera to default. Set up this product again.

Problem Cause and Remedy

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Troubleshooting

[For assistance, please call: 1-800-272-7033] 7

Image/Page Display

Problem Cause and Remedy

The Top page is

not displayed.

• The IP address of this product has changed.

Enter the correct IP address in the address bar of the web

browser.

• You entered IPv6 address in the Internet Explorer.

Internet Explorer does not support IPv6 address access. Use

DynamicDNS services like Viewnetcam.com service.

• When this product is accessed from the Internet, the default

gateway or the DNS server addresses are not set, or the settings

are wrong.

Assign the default gateway and the DNS server addresses

correctly (See page 37 or page 41 of the Operating

Instructions on the Setup CD-ROM).

• The connection type is wrong (see page 40 or page 44 of the

Operating Instructions on the Setup CD-ROM).

If this product is not connected to the network in the [Auto

Negotiation] setting, set up this product and the router seeing

the following table.

Auto Negotiation

This product

Router or hub

Auto

Negotiation

100Base-TX 10Base-TX

Full

Duplex Half

Duplex Full

Duplex Half

Duplex

100Base-

10Base-T

Full Duplex

Half Duplex

Full Duplex

Half Duplex

—

——

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Troubleshooting

The Top page is

not displayed on

the LAN.

• The connected router does not have a loopback feature.

Access this product with the local network IP address.

• The wrong IP address class is assigned to this product.

If you access this product on the LAN, the PC IP address and

the IP address of this product must be set in the same class.

Set the IP address of this product same as the class of the

PC IP address (see page 154 of the Operating Instructions

on the Setup CD-ROM).

• The web browser is accessing the proxy server.

Set the web browser to access the Internet directly (see page

159 of the Operating Instructions on the Setup CD-ROM).

• You access this product on the same LAN by entering the

registered URL (or the router's global IP address) with the

DynamicDNS service.

To access this product on the same LAN, use the address for

the local network address.

Problem Cause and Remedy

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Troubleshooting

[For assistance, please call: 1-800-272-7033] 9

The Top page is

displayed on the

LAN, but not

displayed from

the Internet.

• The default gateway address may be wrong.

Set the correct default gateway address (see page 37 or

page 41 of the Operating Instructions on the Setup CD-

ROM).

•UPnP

TM is disabled on the router.

Enable UPnPTM on the router following the router manual.

• Port forwarding is not enabled on the router (see page 57 of the

Operating Instructions on the Setup CD-ROM).

Enable port forwarding seeing the router manual for details.

• Firewalls such as packet filtering on the router are blocking

access to this product.

Set the router to allow access to this product seeing the

router manual for details.

• You are accessing this product with an IP address for local

access to this product.

Access this product with the global IP address of the router

and port number of this product.

Authentication

windows are

consecutively

displayed.

• User name and password for the administrator or general users

have been changed.

Close the web browser, and access this product again.

Only half of the

image is

displayed.

• You are using Internet Explorer 4.xx or lower.

Upgrade Internet Explorer to version 6.0 or greater.

Problem Cause and Remedy

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Troubleshooting

The image is not

displayed.

•ActiveX

®Controls are not installed in Internet Explorer.

ActiveX Controls should be installed to display video (Motion

JPEG). For the ActiveX Controls installation method, see

page 19 of the Operating Instructions on the Setup CD-ROM

when using Microsoft®Windows®XP Service Pack 2, or see

page 18 of the Operating Instructions on the Setup CD-ROM

when using other operating systems.

• The network is congested.

Pages may not be displayed immediately. Wait for a while.

• The web browser is accessing the proxy server.

Set the web browser to access the Internet directly (see page

159 of the Operating Instructions on the Setup CD-ROM).

The Top page or

the image is not

displayed on the

cell phone.

• Only IP address and port number are entered.

Enter "/mobile" after entering "IP Address:Port Number".

• The 320 × 240 resolution image is not displayed.

Cell phones does not support 320 × 240 resolution image.

• The file size of the image is exceeding the capacity of the cell

phone.

View the image at 160 × 120 resolution.

A gray screen is

displayed.

• There are currently more than 30 simultaneous accesses to the

video (Motion JPEG).

Reduce the number of access 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.

Problem Cause and Remedy

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