Panasonic BB-HCM381 Operating instructions

Troubleshooting

Network Camera

Model No. BB-HCM381 (AC Adaptor Type)

BB-HCE481 (PoE Type)

Indoor Use Only

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

BB-HCM381 Indicator Display Troubleshooting ........................................ 3

BB-HCE481 Indicator Display Troubleshooting......................................... 5

Camera Setup Troubleshooting................................................................. 7

Camera Image/Page Display Troubleshooting .......................................... 9

Operation 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-HCM381 (AC Adaptor Type) and BB-HCE481 (PoE

Type). Available features and operations are different in part depending on the

model. Read the Operating Instructions on the Setup CD-ROM carefully and use

the Network Camera properly.

Troubleshooting

Trademarks

• Microsoft, Windows and ActiveX are either registered trademarks or

trademarks of 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.

Troubleshooting

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

products/en/netwkcam/" includes various technical information in addition to the

contents in this troubleshooting section. Access the website if this troubleshooting

does not solve your problem.

BB-HCM381 Indicator Display Troubleshooting

Problem Cause and Remedy

The indicator

lights or blinks

orange.

• The Ethernet cable is not connected properly.

→Connect the Ethernet cable properly.

• The PC, The Ethernet hub or router is not working.

→Confirm that PC, 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 164 of the Operating

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

firmware, see page 26.

The indicator

continues

blinking orange

(2-second

interval).

• The router on your network is turned off.

→Turn the router on, and wait until the line is connected.

• 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.

Troubleshooting

The indicator

continues

blinking green.

• Automatic setup is not complete.

→Complete the setup following the instructions in Getting

Started.

• The camera did not receive an IP address from the DHCP

server.

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

camera may not be assigned an IP address due to network

failures. Ask your ISP or network administrator for more

information.

The indicator

does not light up.

• The indicator display is disabled.

→Check if the indicator control is disabled (see page 159 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. PSLP1242Z) 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, the camera may be

malfunctioning. Call the authorized service center.

The indicator

continues

blinking red.

• The camera may be malfunctioning.

→If you cannot access the camera, the camera may be

malfunctioning. Call the authorized service center.

Problem Cause and Remedy

Troubleshooting

BB-HCE481 Indicator Display Troubleshooting

Problem Cause and Remedy

The indicator

lights or blinks

orange.

• 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 164 of the

Operating Instructions 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 instructions in Getting

Started.

• The camera did not receive an IP address from the DHCP

server.

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

camera may not be assigned an IP address due to network

failures. Ask your ISP or network administrator for more

information.

Troubleshooting

The indicator

does not light up.

• The indicator display is disabled.

→Check if the indicator control is disabled (see page 159 of

the Operating Instructions on the CD-ROM).

• A cross cable is being used.

→Some hubs and routers do not support the cross cable.

Use a category 5 straight cable.

• The camera is not connected to the PoE hub.

→Connect the camera to the PoE hub.

• The PoE hub is turned off.

→Turn on the PoE hub.

• The Ethernet cable is partly disconnected.

→Change it to another Ethernet cable.

• The camera is improperly connected to the PoE hub.

→Refer to the PoE 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

the authorized service center.

• There is a relay connector or a hub between the camera and

the PoE hub.

→Directly connect the camera to the PoE hub with an

Ethernet cable.

• The standard PoE cable is not being used.

→Use a 4-pair UTP/STP Cat 5 cable.

The indicator

continues

blinking red.

• The camera may be malfunctioning.

→If you cannot access the camera, the camera may be

malfunctioning. Call the authorized service center.

Problem Cause and Remedy

Troubleshooting

Camera Setup Troubleshooting

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.

Problem Cause and Remedy

Setup fails using

Setup Program.

• More than 20 minutes have passed since the camera was

turned on.

→Turn the camera off, and turn the camera on again. Then

set up the camera again.

• Multiple camera IP addresses are overlapping.

→If you are installing multiple 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 18 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 is wrong.

→Register your correct E-mail address on the

Viewnetcam.com website at:

http://www.viewnetcam.com.

DynamicDNS

registration fails.

• 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.

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

page 189 of the Operating Instructions on the CD-ROM).

• The camera is connected over a different network.

→Set up the camera from a PC connected to the same router

as the camera.

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

→If an IP address is not assigned to your PC, assign one

(see page 185 of the Operating Instructions on the CD-

ROM).

UPnP™ port

forwarding setup

fails.

• UPnP™ is disabled on the router.

→Enable UPnP™ on the router following the router manual.

• The camera 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 54 or page 59

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 have

been forgotten.

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

camera list. The camera list shows the MAC address on the

bottom of the camera. 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.

An error message

is displayed on

the camera status

by the Setup

Program.

• An error on the Setup Program caused the error message.

→Turn the camera off, and turn the camera on again (see

page 18 of the Operating Instructions on the CD-ROM).

Problem Cause and Remedy

Troubleshooting

Camera Image/Page Display Troubleshooting

Problem Cause and Remedy

The camera

cannot be

accessed.

• The camera IP address has changed.

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

browser.

• An IPv6 address was entered in the address bar of Internet

Explorer.

→Internet Explorer does not support IPv6 addresses. Use a

DynamicDNS service such as the Viewnetcam.com

service.

• 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 54 or page 59 of the Operating

Instructions on the CD-ROM).

• The connection type is wrong (see page 54 or page 59 of the

Operating Instructions on the CD-ROM).

→If the camera does not connect to the network using the

[Auto Negotiation] setting, set up the camera and the

router referring to the following table.

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 camera

cannot be

accessed on the

LAN.

• The connected router does not have a loopback feature.

→Access the camera with local network IP address.

• The wrong IP address class is assigned to the camera.

→If you access the camera on the LAN, the PC IP address

and the camera IP address must be set in the same class.

Set the camera IP address same as the class of the PC IP

address (see page 185 of the Operating Instructions on the

CD-ROM).

• The web browser is accessing a proxy server.

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

page 192 of the Operating Instructions on the CD-ROM).

• The camera was accessed on the same LAN by entering the

registered URL (or the router's global IP address) 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 54 or

page 59 of the Operating Instructions on the CD-ROM).

• UPnP™ is disabled on the router.

→Enable UPnP™ on the router following the router manual.

• Port forwarding is not enabled on the router (see page 75 of

the Operating Instructions on the CD-ROM).

→Enable port forwarding following the router manual.

• Firewalls such as packet filtering on the router are blocking

camera access.

→Set the router to allow access to the camera following the

router manual.

• You are accessing the camera using a local IP address.

→Access the camera with the global IP address of the router

and port number of the camera.

Problem Cause and Remedy

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