Panasonic Network Camera BB HCM311A Users Guide

Installation/Troubleshooting
41
Troubleshooting
[For assistance, please call: 1-800-272-7033]
2.2 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 112 of the 
Operating Instructions on...

Installation/Troubleshooting
42
Troubleshooting
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 page 
29).
The camera is connected over a different network.
Set up the camera from a PC under the same router.
Confirm...

Installation/Troubleshooting
43
Troubleshooting
[For assistance, please call: 1-800-272-7033]
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...

Installation/Troubleshooting
44
Troubleshooting
2.3 Camera Image/Page Display
ProblemCause 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 
136 of the Operating Instructions on the Setup CD-
ROM).
The router does not allow access to the...

Installation/Troubleshooting
45
Troubleshooting
[For assistance, please call: 1-800-272-7033]
The Top page is 
not displayed.The connection type is wrong (see page 45 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...

Installation/Troubleshooting
46
Troubleshooting
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. 
Camera image 
is not displayed.ActiveX Controls are not installed in Internet Explorer. 
ActiveX Controls should be installed to display...

Installation/Troubleshooting
47
Troubleshooting
[For assistance, please call: 1-800-272-7033]
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 135 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 
[about 20 inches]). Locate the object more than 0.5 m (about 
20 inches) away from the camera.
The color on the 
image is...

Installation/Troubleshooting
48
Troubleshooting
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...

Installation/Troubleshooting
49
Troubleshooting
[For assistance, please call: 1-800-272-7033]
2.4 Operation Bar
ProblemCause 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...

Installation/Troubleshooting
50
Troubleshooting
2.5 Audio Problems
ProblemCause and Remedy
Listen button is 
displayed gray.The [Input] setting is set to [Disable] on the Audio page.
Change it to [Enable]. (See page 71 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 77 of the Operating Instructions 
on the Setup CD-ROM)
Talk button is 
displayed gray.The [Output] setting is set to...