Panasonic BB-HCS301A - Network Camera Server Operating instructions

Troubleshooting
Network Camera Server
Model No. BB-HCS301A
IN
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AUDIO
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VIDEO
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
2
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
4
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.
Register your correct E-mail address again at the
Viewnetcam.com website at
http://www.viewnetcam.com.
Problem Cause and Remedy
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Troubleshooting
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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
6
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
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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-
TX
10Base-T
Full Duplex
Half Duplex
Full Duplex
Half Duplex
—
—
—
—
—
—
—
—
—
—
—
—
—
—
——
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Troubleshooting
8
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
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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
10
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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Troubleshooting
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A gray screen is
displayed.
• A copyguard signal was detected. This image cannot be
displayed.
Input the images without copyguard to this product's video
input terminal.
• No input signal.
Input the video output from the camera to this product's input
terminal.
Video suddenly
changes to still
images.
• The video (Motion JPEG) display period is set on the General
User page.
It is a normal operation. When you view video continuously,
set [Unlimited] for the limit continuous motion JPEG (see
page 78 of the Operating Instructions on the Setup CD-
ROM).
The color on the
image is
strange.
• The color display setting on your PC is set lower than 16 bits.
Set the color display 16 bits or higher.
Image flickers. • The environment surrounding the object is dark.
Brighten the area around the object.
• The color display setting on your PC is set lower than 16 bits.
Set it to 16 bit high color or greater.
A whitish and
unclear image is
displayed.
• The cable is connected to the video output terminal, but the
opposite side of the cable is not connected.
Correctly connect the cable to the input terminal of the
monitor. If unnecessary, remove the cable from this product's
video output terminal.
• The monitor has a termination resistor switch, and the switch is
off (HI-Z).
Turn the termination resistor switch off (75 Ω).
The vertical and
horizontal black
lines appear on
the image.
• The cause is the fluctuation of the camera's video output.
To erase the black lines, adjust the picture position (see page
67 of the Operating Instructions on the Setup CD-ROM).
Problem Cause and Remedy
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Troubleshooting
12
An old image is
displayed.
• The old image is temporarily stored on the web browser.
Set [Every visit to the page] on the web browser to check for
temporary Internet files (see page 162 of the Operating
Instructions on the Setup CD-ROM).
The image
refreshes very
slowly.
• Multiple users are accessing this product.
If multiple users are accessing this product, the image
refreshes slowly.
• You are not using an Ethernet switching hub.
If you view multiple cameras on the Multi-Camera page, the
image refreshes slowly. Use an Ethernet switching hub.
• The image may refresh slowly, depending on image resolution,
image quality, network traffic, PC performance, enabling IPsec
or what object you view.
• The Max. bandwidth usage is limited.
Increase the max. bandwidth usage on your network (see
page 37 or page 41 of the Operating Instructions on the
Setup CD-ROM).
When
accessing this
product, the
Update
Firmware page
is displayed.
• This product is turned off during firmware update, so the
firmware may be broken.
Download the latest firmware on the Panasonic Network
Camera support website.
The message
"Inputting
copyguard
signal." is
displayed on the
Single page.
• The recording of most video and DVD software on the market is
prohibited, and such images cannot be transmitted from or
displayed on this product.
Problem Cause and Remedy
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Troubleshooting
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Operation Bar
Problem Cause and Remedy
Part of the
buttons on the
operation bar
are not
displayed.
• The feature is not permitted on the General User page.
Permit the feature to be used (see page 78 of the Operating
Instructions on the Setup CD-ROM). Or log in to this product
as an administrator.
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Troubleshooting
14
Audio Problems
Problem Cause and Remedy
Listen button is
displayed gray.
• The [Input] setting is set to [Disable] on the Audio page.
Change it to [Enable]. (See page 69 of the Operating
Instructions on the Setup CD-ROM)
• In the access level settings on the General User page, [Listen] is
not permitted.
Permit [Listen]. (See page 78 of the Operating Instructions
on the Setup CD-ROM)
Talk button is
displayed gray.
• The [Output] setting is set to [Disable] on the Audio page.
Select any one of [Remote Audio], [Local Audio] or [Local
Audio + Remote Audio]. (See page 69 of the Operating
Instructions on the Setup CD-ROM)
• In the access level settings on the General User page, [Talk] is
not permitted.
Permit [Talk]. (See page 78 of the Operating Instructions on
the Setup CD-ROM)
• When accessing this product on a LAN, the web browser
settings are going through a proxy server.
Change the settings so that they do not go through a proxy
server. (See page 159 of Operating Instructions on the Setup
CD-ROM)
Neither Listen
nor Talk button
can be used.
• When accessing this product on a LAN, the web browser
settings are going through a proxy server.
Change the settings so that they do not go through a proxy
server. (See page 159 of Operating Instructions on the Setup
CD-ROM)
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Troubleshooting
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Audio cannot be
heard on the
computer.
•The Listen button appears like this:
Click the Listen button. (It will change to .)
The number of simultaneous access for the audio is
exceeding the limit. Wait for a while and access this product
again.
• The Listen button is displayed gray.
[Listen] is not permitted on the General User page. Permit it.
(See page 78 of Operating Instructions on the Setup CD-
ROM)
• The volume is set to minimum.
Adjust the volume on the volume adjustment toolbar.
• The computer volume is set to mute or minimum volume.
Open the PC's Volume Control window, and clear 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 while, and access this product again.
• Both the [Output] or [Input] settings are set to [Disable] on the
Audio page.
Change them to [Enable]. (See page 69 of the Operating
Instructions on the Setup CD-ROM)
• In the access level settings on the General User page, both
[Listen] and [Talk] are not permitted.
Permit both [Listen] and [Talk]. (See page 78 of the Operating
Instructions on the Setup CD-ROM)
Problem Cause and Remedy
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Troubleshooting
16
Audio is not
output from the
audio output
terminal.
•The Talk button appears like this:
Click the Talk button. (It will change to .)
• The Talk button is gray.
[Talk] is not permitted on the General User page. Permit it.
(See page 78 of Operating Instructions on the Setup CD-
ROM)
• Microphone is not selected on your PC's volume control screen.
Click [Options] [Properties] , and check [Recording] on
the Volume Control window. In the "Show the following
volume controls" column, check [Microphone], and click
[OK]. Check [Select] on the Recording Control window.
• The PC's microphone input setting is set to mute.
Open the PC's Volume Control window, check the
microphone checkbox and then adjust the volume controls.
• An audio output device is not connected to this product.
The audio output terminal of this product is a line output.
Connect it to an external speaker with a built-in amplifier (see
page 26 of Operating Instructions on the Setup CD-ROM).
• Audio can only be received for short periods of time.
Change the settings to extend the PC Audio Input Timeout.
(See page 69 of Operating Instructions on the Setup CD-
ROM)
• The audio output device's volume settings are set to minimum.
Adjust the volume settings to an appropriate volume.
• The access to this product is going through a proxy server.
The audio feature cannot be used when going through a
proxy server.
Problem Cause and Remedy
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Troubleshooting
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Noise can be
heard.
• The plug of the audio input or output device is dirty.
Wipe the connection terminal of the audio input or output
device.
• The audio input or output device is not connected properly.
Correctly connect the audio input or output device.
• The audio from your PC speaker is being caught by your PC
microphone, then this product is transmitting the audio as the
noise (howling sound).
Check [mute] for the microphone column on the volume
control screen. Then the PC will stop transmitting audio to
this product.
Audio is
interrupted.
• Other applications are being run on the computer.
Close other applications on your computer.
• The max. bandwidth is set to [Unlimited] on the Network page.
Reduce the max. bandwidth (see page 40 or page 44 of
Operating Instructions on the Setup CD-ROM).
• The input from the audio input or output device is small.
When the audio is interrupted in listening, change
sensitiveness to [Maximum] on the Audio page. When the
audio is interrupted in talking, adjust the microphone volume
on the PC's Volume Control window.
You heard the
howling sound.
• The microphone connected to the audio input is close to the
speaker connected to the audio output and the audio output
setting is [Local Audio] or [Local Audio + Remote Audio] (see
page 69 of the Operating Instructions on the Setup CD-ROM).
Set [Remote Audio] on the Audio page, or make a distance
between the microphone and the speaker in order not to
cause the howling sound.
Problem Cause and Remedy
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Troubleshooting
18
Image Buffer/Image Transfer
Problem Cause and Remedy
This product
does not
transfer the
image by E-mail
or FTP.
• Errors have occurred on the way to the E-mail or FTP server.
See the Protocol column on the Status page (see page 133
of the Operating Instructions on the Setup CD-ROM), and
check if the error is displayed.
• The default gateway and DNS server addresses are not
assigned correctly.
Assign them correctly (see page 37 or page 41 of the
Operating Instructions on the Setup CD-ROM).
• Login ID and password for E-mail or FTP are invalid.
Make sure that you enter your correct login ID and password.
This product
does not
transfer the
image to a cell
phone.
• The image quality is not set to [Mobile Phone] on the Image
Buffer/Transfer page.
Set the resolution to [160 × 120] and the image quality to
[Mobile Phone]. Some cell phones do not support 320 × 240
resolution.
The image is
slowed down on
the Buffered
Image page. Or
this product
transfers the old
image.
• The transfer interval is too short.
Set the transfer interval longer than the current setting (see
page 84, page 93 or page 105 of the Operating Instructions
on the Setup CD-ROM).
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Troubleshooting
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SD Memory Recording
IPv6
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 this product (see page 113 of Operating
Instructions on the Setup CD-ROM).
Problem Cause and Remedy
The Top page is
not displayed
with the IPv6
address.
• The IPv6 address is not assigned on this product.
Check if the IP address and default gateway are displayed in
the network (IPv6) column of the status page (see page 133
of Operating Instructions on the Setup CD-ROM). If both or
either one is not displayed, it is possible that the connection
is incorrect or that the IPv6 router is not set properly. Set
them correctly.
• The 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 Operating
Instructions on the Setup CD-ROM)
• Router filtering is enabled.
Permit access to this product from the WAN side in router
settings.
• Your network or ISP may not support IPv6 at this time.
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Troubleshooting
20
IPsec
Problem Cause and Remedy
This product
cannot be
accessed in
transport mode.
• IPsec policy settings are restricted.
Decrease the number of computers connected
simultaneously, and wait for a while, or shorten the lifetime in
the PC's IPsec settings.
• IPsec settings have not been set on your PC.
Set IPsec settings on your PC. See the Panasonic support
website (http://panasonic.net/pcc/support/netwkcam/)
for how to do this.
• The pre-shared key is not set correctly.
Set the same pre-shared key for this product and your PC
(see page 48 of Operating Instructions on the Setup 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 PC's SA*1 or SA of this product is not established.
Disable the PC's IPsec settings, and enable it again.
This product
cannot be
accessed in
tunnel mode.
• The pre-shared key is not set correctly.
Set the same pre-shared key for this product and the VPN
router (see page 51 of Operating Instructions on the Setup
CD-ROM).
• The VPN router is not set correctly.
Set the IKE and IPsec policy on the VPN router correctly (see
page 51, page 53, or page 54 of Operating Instructions on
the Setup CD-ROM).
• Either VPN router's SA*1 or SA of this product is not established.
Restart the VPN router and this product.
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