Panasonic BB-HCM311 Operating instructions

Troubleshooting

Network Camera

Model No.

BB-HCM311 Indoor Use only

Table of Contents

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

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

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

Camera 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

Troubleshooting

Abbreviations

• UPnP is the abbreviation for Universal Plug and Play.

• "Network Camera" is called "Camera" in this Installation/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.

Troubleshooting

The Panasonic Network Camera support website "http://panasonic.co.jp/pcc/

products/en/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 is working.

Indicator

continues

blinking orange.

•Indicator blinks orange when updating firmware.

If you access the camera on the web browser, Update

Firmware page will be displayed. Update the firmware

following the procedure (see page 149 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 occurs in UPnPTM port forwarding.

Set up the camera again in [Automatic Setup] by the Setup

Program following the procedures shown on Getting Started.

Indicator

continues

blinking green.

•Automatic setup is not complete.

Complete the setup following this Installation/

Troubleshooting.

•The camera did not get its IP address from the DHCP server.

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

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

Ask your ISP or network administrator for more information.

Troubleshooting

Camera 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 144 of the

Operating Instructions on the Setup CD-ROM).

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

PQLV202X) is being used.

Indicator

continues

blinking red.

•The camera may be malfunctioning.

If you cannot access the camera, the camera may be

malfunctioning. Call our customer call center.

Problem Cause and Remedy

Automatic Setup

fails using Setup

Program.

•More than 20 minutes have passed, after turning the camera

on.

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

reconnect it again. Set up the camera again.

•Multiple camera IP addresses are overlapping.

If you install multiple cameras, turn the camera on one by

one.

Viewnetcam.com

registration fails

using Setup

Program.

•Your PC is not connected to the Internet through the router.

Configure the router for the Internet connection from your

PC following the router manual. And register with the

Viewnetcam.com service.

•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

Troubleshooting

Setup Program

does not list any

cameras.

•Your firewall or antivirus software is blocking the connection.

To avoid any possible problems, temporarily disable any

firewall or antivirus software, and set up the camera again.

If you cannot disable your firewall or antivirus software, you

can set up the camera using the MAC address (see Getting

Started).

•The camera is connected over a different network.

Set up the camera from a PC under the same router.

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

If the IP address is not assigned to your PC, assign it to your

PC (see page 175 of the Operating Instructions on the

Setup CD-ROM).

Setup Program

fails to complete

successfully.

•Network problems may occur during setup.

Confirm that your network is working. Disconnect the plug

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

set up the camera again.

•More than 20 minutes have passed, after turning the camera

on.

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

reconnect it again. Set up the camera again.

UPnPTM port

forwarding setup

fails.

•UPnPTM is disabled on the router.

Enable UPnPTM on the router following the router manual.

•The camera is turned on before the router is 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 51 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

Troubleshooting

The camera IP

address and port

number have

been forgotten.

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

camera list. The camera list shows the MAC address labeled

beside the Ethernet (LAN) port. The camera IP address and

port number 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 the camera again.

Error is displayed

on the camera

status by the

Setup Program.

•The Setup Program causes the error message.

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

reconnect it again.

Problem Cause and Remedy

Troubleshooting

Camera Image/Page Display

Problem Cause and Remedy

The Top page is

not displayed.

•The camera IP address has changed.

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

browser.

•Wrong IP address class is assigned to the camera.

IP addresses of the PC and the camera must be in the same

local IP address class. Set the IP address correctly (see

page 175 of the Operating Instructions on the Setup CD-

ROM).

•The router does not allow access to the camera under the router

with the global IP address.

If you access the camera on the LAN, access with the

address for local camera access.

•Router does not have a loopback feature.

Access the camera with the local network IP address.

•You entered IPv6 address in the Internet Explorer.

Internet Explorer does not support IPv6 address access. Use

DynamicDNS services like Viewnetcam.com service.

•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

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

Troubleshooting

The Top page is

not displayed.

•The connection type is wrong (see page 55 of the Operating

Instructions on the Setup CD-ROM).

If the camera is not connected to the network in the [Auto

Negotiation] setting, set up the camera and the router seeing

the following table.

•The default gateway or DNS server addresses may be wrong.

The correct IP addresses are required especially when you are

using the Viewnetcam.com service.

Assign the correct default gateway and DNS server

addresses (see page 51 of the Operating Instructions on the

Setup CD-ROM).

Problem Cause and Remedy

Auto Negotiation

Network Camera

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

—

——

Troubleshooting

The Top page is

displayed on the

LAN, but not

displayed from

the Internet.

•The default gateway address may be wrong.

Assign the correct default gateway address (see page 51 of

the Operating Instructions on the Setup CD-ROM).

•UPnPTM is disabled on the router.

Enable UPnPTM on the router following the router manual.

•Port forwarding is not enabled on the router (see page 72 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 is blocking

camera access.

Set the router to allow access to the camera seeing the

router manual for details.

•You are accessing the camera with an IP address for local

camera access.

Access the camera with the global IP address of the router

and port number of the camera.

Authentication

windows are

consequently

displayed.

•User name and password for the administrator or general users

are changed.

Close the web browser, and access the camera 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

Troubleshooting

Camera 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 27 when using Microsoft®Windows®XP Service Pack

2, or see page 25 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

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

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.

Video suddenly

changes to still

images.

•The video (Motion JPEG) display period is set on the General

User page.

When you view video continuously, set [Unlimited] for the

limit continuous motion JPEG (see page 92 of the Operating

Instructions on the Setup CD-ROM).

Image is out of

focus.

•The lens cover has dust, dirt, fingerprints or droplets on it.

Clean the lens cover with a dry cloth (see page 174 of the

Operating Instructions on the Setup CD-ROM).

•The object is too close to the camera.

The camera cannot focus at short distances

(less than 0.5 m). Locate the object more than 0.5 m away

from the camera.

Problem Cause and Remedy

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