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