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
2
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
3
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
4
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.
Register your correct E-mail address again at the
Viewnetcam.com website at
http://www.viewnetcam.com.
Problem Cause and Remedy

Troubleshooting
5
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
6
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
7
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
8
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-
TX
10Base-T
Full Duplex
Half Duplex
Full Duplex
Half Duplex
—
—
—
—
—
—
—
—
—
—
—
—
—
—
——

Troubleshooting
9
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
10
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

Troubleshooting
11
The color on the
image is
strange.
•White balance does not work well.
Adjust the white balance on the Camera page (see page 81
of the Operating Instructions on the Setup CD-ROM).
•The color display setting on your PC is set lower than 16 bits.
Set the color display 16 bits or higher.
Image flickers. •The object is dark.
Make the area around the camera brighter.
•A bright object may cause horizontal flickers on the image.
Changing the object improves the flickers. Or adjusting
brightness to the [+] side on the operation bar eases the
flickers.
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 182 of the Operating
Instructions on the Setup CD-ROM).
The image
refreshes very
slowly.
•Multiple users are accessing the camera.
If multiple users are accessing the camera, 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,
SD memory recording or what object you view.
•The Max. bandwidth usage is limited.
Increase the max. bandwidth usage on your network (see
page 51 of the Operating Instructions on the Setup CD-
ROM).
•The camera is in color night view mode.
The image refreshes slowly in color night view mode. Make
the area around the camera brighter.
Problem Cause and Remedy

Troubleshooting
12
When
accessing the
camera, the
Update
Firmware page
is displayed.
•The power to the camera was turned off during firmware update,
so the firmware may be broken.
Download the latest firmware on the Panasonic Network
Camera support website.
Problem Cause and Remedy

Troubleshooting
13
Operation Bar
Problem Cause and Remedy
Pan/tilt, click to
center and
preset features
do not work.
•Your PC is not connected to the camera.
Click [Refresh] on the web browser. Confirm that the image
refreshes, and operate the pan/tilt functions.
•The camera is not turned on.
Confirm that the camera is turned on.
•Multiple users are operating the camera simultaneously.
Wait for a while, and access the camera again.
•The pan/tilt reaches its end.
Confirm that the end display is displayed on the operation
bar.
•The pan/tilt range is restricted.
Adjust the pan/tilt range settings (see page 85 of the
Operating Instructions on the Setup CD-ROM).
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 92 of the Operating
Instructions on the Setup CD-ROM). Or log in to the camera
as an administrator.

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 86 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 92 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.
Change it to [Enable]. (See page 86 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 92 of the Operating Instructions on
the Setup CD-ROM)
•When accessing a camera 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 179 of Operating Instructions on the Setup
CD-ROM)
Neither Listen
nor Talk button
can be used.
•When accessing a camera 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 179 of Operating Instructions on the Setup
CD-ROM)

Troubleshooting
15
Audio cannot be
heard on the
computer.
•The Listen button appears like this:
Click the Listen button. (It will change to .)
•Listen button is displayed gray.
[Listen] is not permitted on the General User page. Permit it.
(See page 92 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 the camera again.
•Both the [Output] or [Input] settings are set to [Disable] on the
Audio page.
Change them to [Enable]. (See page 86 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 92 of the Operating
Instructions on the Setup CD-ROM)
Problem Cause and Remedy

Troubleshooting
16
Audio is not
produced from
an external
speaker
connected to
the camera.
•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 92 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.
•A speaker is not connected to the camera.
The camera's audio output terminal is a line output. Connect
it to an external speaker with a built-in amplifier (see page 39
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 86 of Operating Instructions on the Setup CD-
ROM)
•The camera speaker volume settings are set to minimum.
Adjust the volume settings to an appropriate volume.
•The camera access is going through a proxy server.
The audio feature cannot be used when going through a
proxy server.
Problem Cause and Remedy

Troubleshooting
17
Noise can be
heard.
•The plug of the external microphone or speaker is dirty.
Wipe the connection terminal of the microphone or speaker.
•The external microphone or speaker is not connected properly.
Correctly connect the external microphone or speaker.
•The audio from your PC speaker is being caught by your PC
microphone, then the camera is transmitting the audio as the
noise.
Check [mute] for the microphone column on the volume
control screen. Then the PC will stop transmitting audio to
the camera.
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 54 or page 59 of
Operating Instructions on the Setup CD-ROM).
•The mute for pan/tilt is set to [Enable] on the Audio page.
This is not a problem.
•The input from the external microphone or speaker 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.
Problem Cause and Remedy

Troubleshooting
18
Image Buffer/Image Transfer
Problem Cause and Remedy
The camera
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 146
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 51 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.
The camera
does not
transfer the
image to a
mobile phone.
•The image quality is not set to [Mobile Phone] on the Image
Buffer/Transfer page.
Set the resolution to [160 x 120] and the image quality to
[Mobile Phone]. Some mobile phones do not support 320 x
240 resolution.
The image is
slowed down on
the Buffered
Image page. Or
the camera
transfers the old
image.
•The transfer interval is too short.
Set the transfer interval longer than the current setting (see
page 97 or page 107 of the Operating Instructions on the
Setup CD-ROM).

Troubleshooting
19
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 the camera (see page 138 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 set on the camera.
Check if the IP address and default gateway are displayed in
the network (IPv6) column of the status page (see page 146
of Operating Instructions on the Setup CD-ROM). If neither
or only one is 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 23 of Operating
Instructions on the Setup CD-ROM)
•Router filtering is enabled.
Permit camera access from the WAN side in router settings.
•Your network or ISP may not support IPv6 at this time.

Troubleshooting
20
IPsec
Problem Cause and Remedy
The camera
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 Network
Camera support website (http://panasonic.co.jp/pcc/
products/en/netwkcam/) for how to do this.
•The pre-shared key is not set correctly.
Set the same pre-shared key for the camera and your PC
(see page 63 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 Camera's SA is not established.
Disable the PC's IPsec settings, and enable it again.
The camera
cannot be
accessed in
tunnel mode.
•The pre-shared key is not set correctly.
Set the same pre-shared key for the camera and the VPN
router (see page 66 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 66 of Operating Instructions on the Setup CD-ROM).
•Either VPN router's SA*1 or camera's SA is not established.
Restart the VPN router and the camera.