Panasonic Network Camera BB HCM311A Users Guide

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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 the Setup CD-ROM).
Confirm that the standard AC adaptor PQLV202 (Order No. 
PQLV202Y) 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.
ProblemCause 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 
						

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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 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 
136 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 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
[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 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 
						

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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 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 
DDNS 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 
141 of the Operating Instructions on the Setup CD-ROM). 
						

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[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 Viewnetcam.com service.
Assign the correct default gateway and DNS server 
addresses (see page 
41 of the Operating Instructions on the 
Setup CD-ROM).
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 41 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 28).
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.
Problem Cause and Remedy
Auto Negotiation
Network Camera
Router or hubAuto 
Negotiation100Base-TX
10Base-TX
Full 
DuplexHalf 
Duplex
Full 
DuplexHalf 
Duplex
100Base-
TX
10Base-TFull Duplex
Half Duplex
Full Duplex
Half Duplex
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——
——
—
—
—
—
— ——
—
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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 video (Motion 
JPEG). For the ActiveX Controls installation method, see 
page 
35 when using Microsoft Windows XP Service Pack 2, 
or see page 34 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 
141 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 
77 of the Operating 
Instructions on the Setup CD-ROM).
Problem Cause and Remedy 
						

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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 
strange.White balance does not work well.
Adjust the white balance on the Camera page (see page 67 
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 
144 of the Operating 
Instructions on the Setup CD-ROM).
Problem Cause and Remedy 
						

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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 
41 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.
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 
						

							Installation/Troubleshooting
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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 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 70 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 77 of the Operating 
Instructions on the Setup CD-ROM). Or log in to the camera 
as an administrator. 
						

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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 [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, [Talk] is 
not permitted.
Permit [Talk]. (See page 77 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 
141 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 
141 of Operating Instructions on the Setup 
CD-ROM)