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Troubleshooting

1. 16 bit high color or greater An old image is Old images are temporarily stored on the web browser displayed a gt Set Every visit to the page on the web browser to check for temporary Internet files see page 130 of the Operating Instructions on the CD ROM Troubleshooting Problem Cause and Remedy The image Multiple users are accessing the camera refreshes very slowly Wait until fewer users are accessing the camera You are not using an Ethernet switching hub If you view multiple cameras on the Multi Camera page without an Ethernet switching hub the image refreshes slowly Use an Ethernet switching hub The image may refresh slowly depending on image resolution image quality network traffic PC performance or what is being viewed The max bandwidth usage is limited gt Increase the max bandwidth usage on your network see page 36 of the Operating Instructions on the CD ROM The camera is in color night view mode gt When enabling color night view mode the image refreshes slowly Disable color night view mode or make the area around the camera brighter When The camera firmware may be damaged since the power was accessing the turned off during an update etc camera the Update Download the latest firmware from the Panasonic Network Camera support website and update the firmware see page Firmware page l 101 of the Operating Instructions on the CD ROM is dis
2. is not connected properly lights or blinks orange gt 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 indicator The camera is turned off when updating firmware continues blinking orange If you access the camera using a web browser the Update Firmware page will be displayed Update the firmware following the procedure see page 101 of the Operating Instructions on the CD ROM If you fail to update the firmware see page 15 The indicator The router on your network is turned off continues l l o blinking orange gt Turn the router on and wait until the ADSL line is connected 2 second An error has occurred in UPnP port forwarding interval Set up the camera again in Automatic Setup using the Setup Program following the instructions in Getting Started The indicator Automatic setup is not complete continues blinking green 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 Problem The indicator does not light up The indicator continues blinking red Cause and Remedy e The indicator displa
3. Panasonic Troubleshooting Network Camera Model No BL C1 Table of Contents Troubleshooting EE 3 Indicator Display Troubleshooting ccccceceeeeceeeeeeeeeeeeeeeeseeeeseeeeseeesaaes 3 Camera Setup TroubleShooting ccccccccsseeeeecseeeeeeseeeeeeeeseeseeeesaeeeeeens 5 Camera Image Page Display Troubleshooting c ccccseeeeeeeeeeeeeeeeeees 7 Operation Bar Troubleshooting rrranrrerrnnnvnvnnnrnrnnnrennnnrennnenennnnsnnnnnnen 13 Image Buffer Transfer Troubleshooting anrrrrnnnrvvnnnnvvnnnnnenrnnnrrnnnenennnn 13 Miscellaneous Troubleshooting Troubleshooting Trademarks e Microsoft Windows and ActiveX are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other countries e All other trademarks identified herein are the property of their respective owners Abbreviations e UPnP is the abbreviation for Universal Plug and Play e Network Camera is called Camera in this manual e Setup CD ROM is called CD ROM in this manual Troubleshooting 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 Indicator Display Troubleshooting Problem Cause and Remedy The indicator e The Ethernet cable
4. amera again You are using Internet Explorer 4 xx or lower Upgrade Internet Explorer to version 6 0 or greater ActiveX Controls are not installed in Internet Explorer gt ActiveX Controls should be installed to display video Motion JPEG For the ActiveX Controls installation method see page 20 of the Operating Instructions on the CD ROM when using Microsoft Windows XP Service Pack 2 or see page 19 of the Operating Instructions on the CD ROM when using other operating systems The network is congested Pages may not be displayed immediately Wait for a moment The web browser is accessing a proxy server Set the web browser to access the Internet directly see page 127 of the Operating Instructions on the CD ROM The images may not be displayed if private IP addresses and global IP addresses or domain names are mixed on the Multi Camera page To view the images within the LAN set the Multi Camera page using private IP addresses To view the images from the WAN side set the Multi Camera page using global IP addresses or domain names see page 93 of the Operating Instructions on the CD ROM A wrong IP address or domain name may be set on the Multi Camera page gt Set the correct IP address or domain name If the correct IP address or domain name was already set the network connection may be timed out Access the network when it is less busy or close other software that is c
5. ce gt To access a camera on the same LAN use the address for its local network address The camera can The default gateway address may be wrong be accessed on the LAN but Set the correct default gateway address see page 36 of the cannot be Operating Instructions on the CD ROM accessed from UPnP is disabled on the router the Internet Enable UPnP on the router following the router manual Port forwarding is not enabled on the router see page 42 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 Authentication windows are consequently displayed Only half of the image is displayed The camera image is not displayed or not displayed properly Camera images are not displayed on the Multi page The error message ERROR CODE 4 12002 is displayed and the image is not displayed Troubleshooting Cause and Remedy e The user name and password for the administrator have been changed Or the user name and password for the general users have been changed gt Close the web browser and access the c
6. onnected to the network Troubleshooting Problem Cause and Remedy The Top page or image is not displayed on the mobile phone gray screen is displayed Video suddenly changes to still images The image is out of focus Only the IP address and port number are entered gt Enter mobile after entering IP Address Port Number A 320 x 240 resolution image is not displayed gt Mobile phones do not support 320 x 240 resolution images The file size of the image is exceeding the capacity of the mobile phone gt View the image at 160 x 120 resolution The mobile phone supports to only XHTML Enter mobileX by following an IP address and port number There are currently more than 20 different users trying to access the video Motion JPEG Reduce the number of users accessing the camera to below 20 or change the video to still images Operation time has been specified A gray screen is displayed outside the operation time This is normal The video Motion JPEG display period is set on the Image Display page To view video continuously set Unlimited for the limit continuous Motion JPEG see page 90 of the Operating Instructions on the CD ROM The lens has dust dirt fingerprints or moisture on it Clean the lens with a cotton bud see page 118 of the Operating Instructions on the CD ROM The object is too close to the camera The camera canno
7. ord if you select POP before SMTP authentication set the POP3 Server IP Address then try transferring by E mail again see page 61 and page 71 of the Operating Instructions on the CD ROM For E mail transfer the SMTP server supports authentication methods other than the PLAIN and LOGIN methods of SMTP authentication For example CRAM MD5 For SMTP authentication of the camera only the PLAIN and LOGIN methods are supported Confirm with your ISP Troubleshooting Problem Cause and Remedy The camera e The image quality is not set to Mobile Phone on the Image does not Buffer Transfer page transfer an image only to a Set the image quality to Mobile Phone mobile phone e Some mobile phones do not support 320 x 240 resolution Set the resolution to 160 x 120 The image is e The transfer interval is too short slowed down on l the Buffered gt Set the transfer interval longer than the current setting see Image page or page 63 and page 74 of the Operating Instructions on the the camera CD ROM transfers an old image Troubleshooting Miscellaneous Troubleshooting Cause and Remedy The ActiveX e Security software disables the ActiveX control installation controls cannot be installed Close the security software and install the ActiveX controls again The firmware is The firmware updating was not completed due to the power not updated being turned off netw
8. ork failure or other cause Update the firmware again following these steps Disconnect the AC adaptor from the power outlet and reconnect it again Enter the IP address in the web browser to access the camera No s the Top page displayed Access the Maintenance page and click Status Check the firmware version on the Status page Is the version updated Update the firmware The firmware update is completed 1 See page 99 of the Operating Instructions on the CD ROM 2 See page 101 of the Operating Instructions on the CD ROM about updating firmware The shortcut e The UPnP Windows component is not installed in Windows XP icon is not or Windows Me displayed in the My Network Install the UPnP Windows component in Windows XP or Places folder Windows Me see page 130 of the Operating Instructions on the CD ROM The problem Ask the authorized service center cannot be fixed The information in this document is subject to change without notice Panasonic Communications Co Ltd 1 62 4 chome Minoshima Hakata ku Fukuoka 812 8531 Japan Copyright This material is copyrighted by Panasonic Communications Co Ltd and may be reproduced for internal use only All other reproduction in whole or in part is prohibited without the written consent of Panasonic Communications Co Ltd O 2006 Panasonic Communications Co Ltd All Rights Reserved PQQX14955ZA KK0206YRO CE
9. played Images of Color night view mode is enabled moving subject are blurred or not displayed gt When enabling color night view mode the image refreshes slowly Disable color night view mode or make the area around the camera brighter Troubleshooting Operation Bar Troubleshooting Problem Cause and Remedy Some buttons The access level is set to level 1 on the General User page on the operation l bar are not gt Set the access level to level 2 see page 58 of the Operating displayed Instructions on the CD ROM or log in to the camera as an administrator Image Buffer Transfer Troubleshooting Problem Cause and Remedy The camera An error occurred during transmission to the E mail or FTP does not server transfer an image by E mail See the Protocol column on the Status page see page 99 of or FTP the Operating Instructions on the 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 36 of the Operating Instructions on the CD ROM Your login ID and password for the E mail or FTP are invalid gt Make sure that you enter your correct login ID and password The camera cannot transfer the image since No authentication is set on the Trigger page Change the authentication method to POP before SMTP authentication or SMTP authentication and set the Login ID and Passw
10. rvice is used the IP address must be set correctly see page 36 of the Operating Instructions on the CD ROM e The connection type is wrong see page 39 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 Network Camera Auto 100Base TX 10Base TX Negotiation Full Half Full Half Router or hub Duplex Duplex Duplex Duplex Auto Negotiation v vw vi 100Base FulDuplex v TX Half Duplex e v Full Duplex TAN a R ko Troubleshooting Problem Cause and Remedy The camera The connected router does not have a loopback feature cannot be accessed on the Access the camera with a local network IP address LAN 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 119 of the Operating Instructions on the CD ROM The web browser is accessing a proxy server gt Set the web browser to access the Internet directly see page 127 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 servi
11. t focus at short distances less than 0 3 m Locate the object more than 0 3 m away from the camera Troubleshooting Cause and Remedy The color on the The white balance is not set appropriately Adjust the white balance on the Camera page see page 51 of the Operating Instructions on the CD ROM The color display setting on your PC is set lower than 16 bits Set the color display to 16 bits or higher The brightness The brightness of the object changes suddenly e g when of the displayed lighting is turned on in a dark area image is not a stable hunting gt Adjust the brightness of the camera slightly by pressing phenomenon ee The hunting phenomenon is when the image lightens then darkens then lightens repeatedly without stabilizing to a constant brightness The image The camera transmits a dark scene contains interference or gt Make the scene brighter When the camera transmits a dark horizontal lines scene the camera image may become white or horizontal or the image lines may be displayed on the screen This is one of the may be white characteristics of a CMOS sensor This is not a malfunction The AC Power Source Frequency setting is different from its value in your area gt Set the same value as in your area on the Setup page See page 51 of the Operating Instructions on the CD ROM The colors setting of the monitor is set to less than 16 bit high color Set it to
12. uter 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 36 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 Clicking Camera Setup on the Setup Program displays the address and port camera list The camera list shows the MAC address labeled number have on the rear side The camera IP address and port number are been forgotten shown next to the MAC address The password Press the FACTORY DEFAULT RESET button to reset the has been camera to default Set up the camera again forgotten Troubleshooting Cause and Remedy An errormessage An error on the Setup Program caused the error message is displayed on the camera status by the Setup Program gt Disconnect the AC adaptor from the power outlet and reconnect it again Camera Image Page Display Troubleshooting Problem Cause and Remedy The camera e The camera IP address has changed cannot be accessed Enter the correct IP address in the address bar of the web browser e When accessing from the Internet the default gateway or the DNS server address is not set in network settings or is not set correctly gt Set the correct default gateway and DNS server address Especially when the DynamicDNS se
13. ware 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 124 of the Operating Instructions on the CD ROM The camera is connected over a different network gt 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 119 of the Operating Instructions on the CD ROM Troubleshooting Cause and Remedy Setup Program More than 20 minutes have passed since the camera was fails to complete turned on successfully l Disconnect the AC adaptor from the power outlet and reconnect it again Set up the camera again Network problems may have occurred during setup Confirm that your network is working Disconnect the AC adaptor from the power outlet and reconnect it again Then set up the camera again Administrator settings are displayed and setup is incomplete After executing factory default by pressing the FACTORY DEFAULT RESET button on the side of the camera set up the camera again Multiple camera IP addresses are overlapping If you are installing multiple cameras turn the cameras on one by one UPnP port UPnP is disabled on the router forwarding setup fails Enable UPnP on the router following the router manual The camera was turned on before the ro
14. y is disabled Check if the indicator control is disabled see page 97 of the Operating Instructions on the CD ROM e Confirm that the standard AC adaptor Order No PQLV206CEY for use in countries areas other than the United Kingdom PQLV206EY for use in the United Kingdom is being used e The camera may be malfunctioning If you cannot access the camera the camera may be malfunctioning Call the authorized service center 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 Cause and Remedy DynamicDNS e The router connected PC has failed to access the Internet registration fails gt 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 The e mail that Your registered E mail address is incorrect includes the link l l to the Register your correct E mail address on the Viewnetcam com website at http www viewnetcam com viewnetcam com service website is not sent Setup Program Your firewall or antivirus software is blocking the connection does not list any cameras gt To avoid any possible problems temporarily disable any firewall or antivirus soft

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