Panasonic BB-HCS301A - Network Camera Server Operating instructions

Troubleshooting
Network Camera Server
Model No. BB-HCS301A
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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
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
[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
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
[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-
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
[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
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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