Panasonic Network Camera BB HCM331A Users Guide

							Installation/Troubleshooting
41[For assistance, please call: 1-800-272-7033]
Wall Mount
Notes
 Drive mounting screws into the wall. Be careful to avoid touching any 
metalwork (metal/wire laths etc.), conduits or electrical cables buried in 
the wall.
 Do not mount the camera upside down. The image may be displayed 
upside down.
 When mounting, we suggest using the hardware we provide. Mounting 
in any other manner may cause the camera to fall, causing personal 
injury or damage to the camera.
 To reduce the load on the mounting hardware, dress the cables neatly 
and secure with tape.
165 mm
(6.5 inches)
Self bonding tape
Waterproof the rest 
of the cable.
Screw
Mount the flexible stand firmly to the 
wall with the three screws (accessories).Attach the camera screwing the 
threaded mount into the stand/tripod 
mounting hole.
Adjust the camera position 
and secure the flexible stand firmly.Roll up the cables and flexible stand with 
the self bonding tape (accessories).
Indicator
Do not mount the camera on a soft 
material.  The camera may fall and 
break down.
Use appropriate screws suited for 
the material of the ceiling.
Caulk around
flexible stand
if necessary.Stand/Tripod 
Mounting Hole 
						

							Installation/Troubleshooting
42
Making holes on mortar or concrete wall
1.Put flexible stand on the wall where you plan to install the camera and mark 
the points where you are going to make holes.
2.Make holes with an electric drill. Insert plastic plugs (customer-provided) into 
the holes and push them inside the holes with the hammer.
Note
Mortar wall is easy to come off in drilling.
3.Mount the flexible stand by using the screws (accessories).
Change the drill depending on the
concrete wall or the tiled wall.Caulk around the holes
if necessary. Plastic Plug
Hammer 
						

							Installation/Troubleshooting
43[For assistance, please call: 1-800-272-7033]
2 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.
2.1 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 111 of the Operating 
Instructions on the Setup CD-ROM). If you fail to update the 
firmware, see page 59.
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 UPnP
TM port forwarding.
Set up the camera again in [Automatic Setup] by the Setup 
Program following the procedures shown on page 20.
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. 
						

							Installation/Troubleshooting
44
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 108 of the 
Operating Instructions on the Setup CD-ROM).
 Confirm that the standard AC adaptor PQLV202 (Order No. 
PQLV202W) 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 
						

							Installation/Troubleshooting
45[For assistance, please call: 1-800-272-7033] 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 
28).
 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 132 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.
UPnP
TM port 
forwarding setup 
fails.UPnPTM is disabled on the router.
Enable UPnP
TM 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 40 of the 
Operating Instructions on the Setup CD-ROM).
 The router does not support UPnP
TM.
Enable port forwarding on your router following the router 
manual. Problem Cause and Remedy 
						

							Installation/Troubleshooting
46
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 
						

							Installation/Troubleshooting
47[For assistance, please call: 1-800-272-7033]
2.3 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 132 of the Operating Instructions on the Setup CD-
ROM).
 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 
136 of the Operating Instructions on the Setup CD-ROM).
 The connection type is wrong (see page 43 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.
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
—
——
——
—
—
—
—
— ——
—
— —— 
						

							Installation/Troubleshooting
48
The Top page is 
not displayed. 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 40 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 40 of 
the Operating Instructions on the Setup CD-ROM).
UPnP
TM is disabled on the router.
Enable UPnP
TM on the router following the router manual.
 Port forwarding is not enabled on the router (see page 27).
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.
 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.
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 
						

							Installation/Troubleshooting
49[For assistance, please call: 1-800-272-7033] Camera image 
is not displayed. ActiveX Controls are not installed in Internet Explorer.
ActiveX Controls should be installed to display video (Motion 
JPEG) (see page 33).
 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 
136 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 74 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 131 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. Problem Cause and Remedy 
						

							Installation/Troubleshooting
50
The color on the 
image is 
strange. White balance does not work well.
Adjust the white balance on the Camera page (see page 64 
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 139 of the Operating 
Instructions on the Setup CD-ROM).
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 40 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. Problem Cause and Remedy