Panasonic Network Camera BB HCM311A Users Guide

							Installation/Troubleshooting
51
Troubleshooting
[For assistance, please call: 1-800-272-7033]
Audio cannot be 
heard on the 
computer.The Listen button appears like this: 
Click the Listen button. (It will change to .)
The Listen button is displayed gray.
[Listen] is not permitted on the General User page. Permit it. 
(See page 
77 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 PCs Volume Control window, and clear the output 
master and Wave/MP3s 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 71 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 77 of the Operating 
Instructions on the Setup CD-ROM)
Problem Cause and Remedy 
						

							Installation/Troubleshooting
52
Troubleshooting
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 
77 of Operating Instructions on the Setup CD-
ROM)
Microphone is not selected on your PCs 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 PCs microphone input setting is set to mute.
Open the PCs Volume Control window, check the 
microphone checkbox and then adjust the volume controls.
A speaker is not connected to the camera.
The cameras audio output terminal is a line output. Connect 
it to an external speaker with a built-in amplifier (see page 
29 
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 
71 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 
						

							Installation/Troubleshooting
53
Troubleshooting
[For assistance, please call: 1-800-272-7033]
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 44 or page 49 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 PCs Volume Control window.
Problem Cause and Remedy 
						

							Installation/Troubleshooting
54
Troubleshooting
2.6 Image Buffer/Image Transfer
ProblemCause 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 114 
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 41 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 cell 
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 cell 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 
89 or page 99 of the Operating Instructions on the 
Setup CD-ROM). 
						

							Installation/Troubleshooting
55
Troubleshooting
[For assistance, please call: 1-800-272-7033]
2.7 SD Memory Recording
2.8 IPv6
ProblemCause 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 85 of Operating 
Instructions on the Setup CD-ROM).
ProblemCause 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 
114 
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 
15 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. 
						

							Installation/Troubleshooting
56
Troubleshooting
2.9 IPsec
ProblemCause 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 PCs 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 
53 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 PCs IPsec settings, and 
communicate using tunnel mode.
Either PCs SA*1 or Cameras SA is not established.
Disable the PCs 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 
56 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 
56 of Operating Instructions on the Setup CD-ROM).
Either VPN routers SA*1 or cameras SA is not established.
Restart the VPN router and the camera. 
						

							Installation/Troubleshooting
57
Troubleshooting
[For assistance, please call: 1-800-272-7033]
E-mail or FTP 
transfer cannot 
be sent in 
transport mode.The network settings are not set correctly.
Cancel the IPsec settings on the server, PC and camera, and 
check that the camera images can be transferred. If they can 
be transferred, the IPsec settings were not set correctly. Set 
them correctly (see page 
53 of Operating Instructions on the 
Setup CD-ROM).
The pre-shared key is not set correctly.
Set the same pre-shared key for the camera, and server (see 
page 
53 of Operating Instructions on the Setup CD-ROM).
There is a e-mail server or FTP server within the tunnel mode 
network.
Transport mode and tunnel mode cannot be used at the 
same time. Cancel the e-mail server or FTP servers IPsec 
settings, and communicate using tunnel mode.
Either servers SA*1 or cameras SA is not established.
Restart the camera.
*1SA (Security Association) refers to establishing a secure connection for an encrypted 
communication that uses IPsec or IPv6 by exchanging and sharing information such as the 
encryption scheme and key before communicating, or refers to an established virtual 
encrypted communication pathway.
Problem Cause and Remedy 
						

							Installation/Troubleshooting
58
Troubleshooting
2.10 Miscellaneous
ProblemCause and Remedy
ActiveX cannot 
be installed.Security software disables the ActiveX installation.
Close the security software, and install the ActiveX again.
The firmware is 
not updated.The firmware updating is not completed due to power off, 
network failure or other causes.
Update the firmware again following the next procedures.
*1See page 116 of the Operating Instructions on the Setup CD-
ROM about updating firmware.
Shortcut icon is 
not displayed in 
the My Network 
Places folder.UPnPTM Windows component is not installed in Windows XP or 
Windows Me.
Install UPnPTM Windows component in Windows XP or 
Windows Me (see page 
144 of the Operating Instructions on 
the Setup CD-ROM).
You cannot 
solve problems.Call our customer call center at 1-800-272-7033.
No YesNo
Yes Disconnect the plug of the AC cord of the 
camera from the outlet, and reconnect it again.
Enter the IP address on the web browser to access  
the camera.
Is the Top page displayed?
Is the version updated? Access the Setup page and click [Status]. 
Check the firmware version on the Status page.
Update the firmware*1.
The firmware update is completed. 
						

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

							KK0804RM3056PSQX3234YC
Panasonic Consumer Electronics Company, 
Division of Panasonic Corporation of North America
2004 Panasonic Communications Co., Ltd. All Rights Reserved.
Panasonic Puerto Rico, Inc.
Carefully pack your unit, preferably in the original carton.
Attach a letter, detailing the symptom, to the outside of the carton.
Symptom
Installation/Troubleshooting is subject to change without notice.
Send the unit to an authorized servicenter, prepaid and adequately insur\
ed.
Do not send your unit to the Panasonic Consumer Electronics Company list\
ed below or to
executive or regional sales offices. These locations do not repair consu\
mer products.
When you ship the product
Panasonic Servicenters are listed in the servicenter directory.
Call 1-800-272-7033 for the location of an authorized servicenter.
This Network Camera is designed for use in the United States of America.\
Sale or use of this product in other countries/areas may violate local l\
aws.
For product service
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.