Panasonic Network Camera BB-HCM381A BB-HCE481A Getting Started Manual

							Troubleshooting
15
When accessing 
the camera, the 
Update Firmware 
page is displayed. The camera firmware may be damaged because the power 
was turned off during an update, etc.
→Download the latest firmware from the Panasonic Network 
Camera support website and update the firmware. Problem Cause and Remedy 
						

							Troubleshooting
16
Operation Bar Troubleshooting
Problem Cause and Remedy
The pan/tilt, 
zoom, focus, 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 you can operate the pan/tilt/zoom/focus 
functions.
 The camera is not turned on.
→Turn the camera on.
 Multiple users are operating the camera simultaneously.
→Wait for a moment, and access the camera again.
 The pan/tilt/zoom/focus function reaches the end of its range.
→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 23 of the 
Operating Instructions on the CD-ROM).
 The Automatic Focus Range is set incorrectly for the type of 
image you are viewing.
→Confirm the Automatic Focus Range setting (see page 80 
of the Operating Instructions on the CD-ROM). When 
viewing images within 1 m (3 feet 3 inches) of the camera, 
set to Macro. When viewing images further than 1 m (3 
feet 3 inches) from the camera, set to Normal.
Some buttons of 
the operation bar 
are not displayed. The feature is not permitted on the General User page.
→Set [Permit access from guest users] (see page 93 of the 
Operating Instructions on the CD-ROM), or log in to the 
camera as an administrator. 
						

							Troubleshooting
17
Audio Problems Troubleshooting
Problem Cause and Remedy
The Listen button 
is gray. The [Input] setting is set to [Disable] on the Audio page.
→Change it to [Enable]. (See page 86 of the Operating 
Instructions on the CD-ROM)
 In the access level settings on the General User page, [Listen] 
is not permitted.
→Select [Listen]. (See page 93 of the Operating Instructions 
on the CD-ROM)
The Talk button is 
gray. The [Output] setting is set to [Disable] on the Audio page.
→Change it to [Enable]. (See page 86 of the Operating 
Instructions on the CD-ROM)
 In the access level settings on the General User page, [Talk] is 
not permitted.
→Select [Talk]. (See page 93 of the Operating Instructions 
on the CD-ROM)
 When accessing a camera on a LAN, the web browser is being 
accessed through a proxy server.
→Change the settings so that a proxy server is not used. 
(See page 186 of the Operating Instructions on the CD-
ROM)
Neither Listen nor 
Talk button can 
be used. When accessing a camera on a LAN, the web browser is being 
accessed through a proxy server.
→Change the settings so that a proxy server is not used. 
(See page 186 of the Operating Instructions on the CD-
ROM) 
						

							Troubleshooting
18
Audio cannot be 
heard on the 
computer. The Listen button appears like this: 
→
Click the Listen button. (It will change to  .)
→There are too many simultaneous audio connections. Wait 
for a while, and try to access again.
 The Listen button is gray.
→[Listen] is not permitted on the General User page. Permit 
it. (See page 93 of the Operating Instructions on the CD-
ROM)
 The volume is set to its 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 uncheck 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 moment, and access the camera again.
 Both the [Output] and [Input] settings are set to [Disable] on 
the Audio page.
→Change them to [Enable]. (See page 86 of the Operating 
Instructions on the 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 93 of the 
Operating Instructions on the CD-ROM) Problem Cause and Remedy 
						

							Troubleshooting
19
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 93 of the Operating Instructions on the 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 Getting Started).
 An amplifier 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 Getting Started)
 Audio can only be received for short periods of time.
→Change the settings to extend the PC Audio Input Timeout. 
(See page 86 of the Operating Instructions on the CD-
ROM)
 The camera speaker volume settings are set to their minimum.
→Adjust the volume settings to an appropriate volume.
 The camera is being accessed through a proxy server.
→The audio feature cannot be used when the camera is 
accessed through a proxy server. Problem Cause and Remedy 
						

							Troubleshooting
20
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 
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 all other applications on your computer.
 The max. bandwidth is set to [Unlimited] on the Network page.
→Reduce the max. bandwidth value (see page 48 or page 
53 of the Operating Instructions on the CD-ROM).
 The mute for pan/tilt is set to [Enable] on the Audio page.
→This is not a problem.
 The input volume from the external microphone or speaker is 
small.
→When the audio is interrupted when listening, change 
sensitiveness to [Maximum] on the Audio page. When the 
audio is interrupted when talking, adjust the microphone 
volume on the PCs Volume Control window. Problem Cause and Remedy 
						

							Troubleshooting
21
Image Buffer/Transfer Troubleshooting
Problem Cause and Remedy
The camera does 
not transfer an 
image by E-mail 
or FTP. An error occurred during transmission to the E-mail or FTP 
server.
→See the Protocol column on the Status page (see page 
155 of 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 48 or page 53 of the 
Operating Instructions on the CD-ROM).
 Your login ID and password for the E-mail or FTP are invalid.
→Make sure that you enter your correct login ID and 
password.
 The camera cannot transfer the image because [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 Password (if you select [POP before SMTP 
authentication], set the POP3 Server IP Address), then try 
transferring by E-mail again. (See page 103, 114 or 126 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. Please confirm with 
your ISP.
The camera does 
not transfer an 
image to a cell 
phone. The image quality is not set to [Mobile Phone] on the Image 
Buffer/Transfer page.
→Set the image quality to [Mobile Phone].
 Some cell phones do not support 320 x 240 resolution.
→Set the resolution to [160 x 120] 
						

							Troubleshooting
22
SD Memory Recording Troubleshooting
The image is 
slowed down on 
the Buffered 
Image page, or 
the camera 
transfers an old 
image. The transfer interval is too short.
→Set the transfer interval longer than the current setting (see 
page 99, page 110 or page 122 of the Operating 
Instructions on the CD-ROM).
Problem Cause 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 142 of Operating 
Instructions on the CD-ROM). Problem Cause and Remedy 
						

							Troubleshooting
23
IPv6 Troubleshooting
Problem Cause and Remedy
The camera 
cannot be 
accessed when 
using an 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 
155 of the Operating Instructions on the 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.
 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 the  
Operating Instructions on the 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. 
						

							Troubleshooting
24
IPsec Troubleshooting
Problem Cause 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 moment, 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 more details.
 The pre-shared key is not set correctly.
→
Set the same pre-shared key for the camera and your PC 
(see page 60 of the Operating Instructions on the 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 the 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 63 of the Operating Instructions on the 
CD-ROM).
 The VPN router is not set correctly.
→Set the IKE and IPsec policy on the VPN router correctly 
(see page 65 and page 66 of the Operating Instructions on 
the CD-ROM).
 Either the VPN routers SA*
1 or cameras SA is not 
established.
→Restart the VPN router and the camera.