Panasonic Network Camera BB HCM381A BB HCE481A Users Guide

							Troubleshooting
Network Camera
Model No.BB-HCM381A (AC Adaptor Type)
BB-HCE481A (PoE Type)
Indoor Use Only
Troubleshooting................................................................... 3
BB-HCM381A Indicator Display Troubleshooting ...................................... 3
BB-HCE481A Indicator Display Troubleshooting ...................................... 5
Camera Setup Troubleshooting ................................................................. 7
Camera Image/Page Display Troubleshooting .......................................... 9
Operation Bar Troubleshooting................................................................ 16
Audio Problems Troubleshooting ............................................................. 17
Image Buffer/Transfer Troubleshooting.................................................... 21
SD Memory Recording Troubleshooting ................................................. 22
IPv6 Troubleshooting ............................................................................... 23
IPsec Troubleshooting ............................................................................. 24
Miscellaneous Troubleshooting ............................................................... 26
Ta b l e  o f  C o n t e n t s
This manual is for both BB-HCM381A (AC Adaptor Type) and BB-HCE481A (PoE 
Type). Available features and operations are different in part depending on the 
model. Read the Operating Instructions on the Setup CD-ROM carefully and use 
the Network Camera properly. 
						

							Troubleshooting
2
Trademarks
• Microsoft, Windows and ActiveX are either registered trademarks or 
trademarks of Microsoft Corporation in the United States and/or other 
countries.
 All other trademarks identified herein are the property of their respective 
owners.
Abbreviations
 UPnP is the abbreviation for Universal Plug and Play.
 Network Camera is called Camera in this manual.
 Setup CD-ROM is called CD-ROM in this manual. 
						

							Troubleshooting
3
Troubleshooting
The Panasonic Network Camera support website http://panasonic.co.jp/pcc/
products/en/netwkcam/ includes various technical information in addition to the 
contents in this troubleshooting section. Access the website if this troubleshooting 
does not solve your problem.
BB-HCM381A Indicator Display Troubleshooting
Problem Cause and Remedy
The indicator 
lights or blinks 
orange. The Ethernet cable is not connected properly.
→Connect the Ethernet cable properly.
 The PC, The Ethernet hub or router is not working.
→Confirm that PC, Ethernet hub and router are working.
 The Ethernet cable is partly disconnected.
→Change it to another Ethernet cable.
The indicator 
continues 
blinking orange. The camera is turned off when updating firmware.
→If you access the camera using a web browser, the Update 
Firmware page will be displayed. Update the firmware 
following the procedure (see page 158 of the Operating 
Instructions on the CD-ROM). If you fail to update the 
firmware, see page 26.
The indicator 
continues 
blinking orange 
(2-second 
interval). The router on your network is turned off.
→Turn the router on, and wait until the line is connected.
 An error has occurred in UPnP™ port forwarding.
→Set up the camera again in [Automatic Setup] using the 
Setup Program following the instructions in Getting 
Started. 
						

							Troubleshooting
4
The indicator 
continues 
blinking green. Automatic setup is not complete.
→Complete the setup following the instructions in Getting 
Started.
 The camera did not receive an IP address from the DHCP 
server.
→When setting [Automatic Setup] or [DHCP Setup], the 
camera may not be assigned an IP address due to network 
failures. Ask your ISP or network administrator for more 
information.
The indicator 
does not light up. The indicator display is disabled.
→Check if the indicator control is disabled (see page 153 of 
the Operating Instructions on the CD-ROM).
 The attached AC adaptor is not being used.
→Confirm that the standard AC adaptor PSLP1242 (Order 
No. PSLP1242Y) is being used.
 A cross cable is being used.
→Some hubs and routers do not support the cross cable. 
Use a category 5 straight cable.
 The camera may be malfunctioning.
→If you cannot access the camera, the camera may be 
malfunctioning. Call our customer call center.
The 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 
						

							Troubleshooting
5
BB-HCE481A Indicator Display Troubleshooting
Problem Cause and Remedy
The indicator 
lights or blinks 
orange. The Ethernet cable is partly disconnected.
→Change it to another Ethernet cable.
The indicator 
continues 
blinking orange. The camera is turned off when updating firmware.
→If you access the camera using a web browser, The 
Update Firmware page will be displayed. Update the 
firmware following the procedure (see page 158 of the 
Operating Instructions on the CD-ROM). If you fail to 
update the firmware, see page 26.
The indicator 
continues 
blinking orange 
(2-second 
interval). An error has occurred in UPnP™ port forwarding.
→Set up the camera again in [Automatic Setup] using the 
Setup Program following the instructions in Getting 
Started.
The indicator 
continues 
blinking green. Automatic setup is not complete.
→Complete the setup following the instructions in Getting 
Started.
 The camera did not receive an IP address from the DHCP 
server.
→When setting [Automatic Setup] or [DHCP Setup], the 
camera may not be assigned an IP address due to network 
failures. Ask your ISP or network administrator for more 
information. 
						

							Troubleshooting
6
The indicator 
does not light up. The indicator display is disabled.
→Check if the indicator control is disabled (see page 153 of 
the Operating Instructions on the CD-ROM).
 A cross cable is being used.
→Some hubs and routers do not support the cross cable. 
Use a category 5 straight cable.
 The camera is not connected to the PoE hub.
→Connect the camera to the PoE hub.
 The PoE hub is turned off.
→Turn on the PoE hub.
 The Ethernet cable is partly disconnected.
→Change it to another Ethernet cable.
 The camera is improperly connected to the PoE hub.
→Refer to the PoE hubs manual.
 Too many clients are connected to the PoE hub.
→Some PoE hubs have a limit for wattage. Connect the 
cameras referring to the PoE hubs manual without 
exceeding the limit.
 The camera or the PoE hub may be malfunctioning.
→If another PoE-supported device is connected to the PoE 
hub and it works, the camera may be malfunctioning. Call 
our customer call center.
 There is a relay connector or a hub between the camera and 
the PoE hub.
→Directly connect the camera to the PoE hub with an 
Ethernet cable.
 The standard PoE cable is not being used.
→Use a 4-pair UTP/STP Cat 5 cable.
The 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 
						

							Troubleshooting
7
Camera Setup Troubleshooting
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.
Problem Cause and Remedy
Setup fails using 
Setup Program. More than 20 minutes have passed since the camera was 
turned on.
→Turn the camera off, and turn the camera on again. Then 
set up the camera again.
 Multiple camera IP addresses are overlapping.
→If you are installing multiple cameras, turn the cameras on 
one by one.
 Network problems may have occurred during setup.
→Confirm that your network is working. Turn the camera off, 
and turn the camera on again (see page 12 of the 
Operating Instructions on the CD-ROM). Then set up the 
camera again.
The E-mail that 
has a link to the 
Viewnetcam.com 
website does not 
come. The E-mail address that you registered on the 
Viewnetcam.com website is wrong.
→Register your correct E-mail address on the 
Viewnetcam.com website at:
http://www.viewnetcam.com.
DynamicDNS 
registration fails. The router-connected PC has failed to access the Internet.
→Refer to the routers manual and try to connect to the 
Internet through your PC. Once Internet connection has 
been confirmed, you can register to DynamicDNS. 
						

							Troubleshooting
8
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 183 of the Operating Instructions on the CD-ROM).
 The camera is connected over a different network.
→Set up the camera from a PC connected to the same router 
as the camera.
 Confirm that an IP address is assigned to your PC.
→If an IP address is not assigned to your PC, assign one 
(see page 179 of the Operating Instructions on the CD-
ROM).
UPnP™ port 
forwarding setup 
fails. UPnP™ is disabled on the router.
→Enable UPnP™ on the router following the router manual.
 The camera was turned on before the router was 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 48 or page 53 
of the Operating Instructions on the CD-ROM).
 The router does not support UPnP™.
→Enable port forwarding on your router following the router 
manual.
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 on the 
bottom of the camera. 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.
An error message 
is displayed on 
the camera status 
by the Setup 
Program. An error on the Setup Program caused the error message.
→Turn the camera off, and turn the camera on again (see 
page 12 of the Operating Instructions on the CD-ROM). Problem Cause and Remedy 
						

							Troubleshooting
9
Camera Image/Page Display Troubleshooting
Problem Cause and Remedy
The camera 
cannot be 
accessed. The camera IP address has changed.
→Enter the correct IP address in the address bar of the web 
browser.
 An IPv6 address was entered in the address bar of Internet 
Explorer.
→Internet Explorer does not support IPv6 addresses. Use a 
DynamicDNS service such as the Viewnetcam.com 
service.
 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 48 or page 53 of the Operating 
Instructions on the CD-ROM).
 The connection type is wrong (see page 48 or page 53 of the 
Operating Instructions on the CD-ROM).
→If the camera does not connect to the network using the 
[Auto Negotiation] setting, set up the camera and the 
router referring to 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
—
——
——
—
—
—
—
— ——
—
— —— 
						

							Troubleshooting
10
The camera 
cannot be 
accessed on the 
LAN. The connected router does not have a loopback feature.
→Access the camera with local network IP address.
 The wrong IP address class is assigned to the camera.
→If you access the camera on the LAN, the PC IP address 
and the camera IP address must be set in the same class. 
Set the camera IP address same as the class of the PC IP 
address (see page 179 of the Operating Instructions on the 
CD-ROM).
 The web browser is accessing a proxy server.
→Set the web browser to access the Internet directly (see 
page 186 of the Operating Instructions on the CD-ROM).
 The camera was accessed on the same LAN by entering the 
registered URL (or the routers global IP address) when using 
a DynamicDNS service.
→To access a camera on the same LAN, use the address for 
its local network address.
The camera can 
be accessed on 
the LAN, but 
cannot be 
accessed from 
the Internet. The default gateway address may be wrong.
→Set the correct default gateway address (see page 48 or 
page 53 of the Operating Instructions on the CD-ROM).
 UPnP™ is disabled on the router.
→Enable UPnP™ on the router following the router manual.
 Port forwarding is not enabled on the router (see page 69 of 
the Operating Instructions on the CD-ROM).
→Enable port forwarding following the router manual.
 Firewalls such as packet filtering on the router are blocking 
camera access.
→Set the router to allow access to the camera following the 
router manual.
 You are accessing the camera using a local IP address.
→Access the camera with the global IP address of the router 
and port number of the camera. Problem Cause and Remedy