Panasonic Network Camera BB HCM381A BB HCE481A Users Guide

							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. 
						

							Troubleshooting
25
E-mail or FTP 
transfer cannot 
be performed in 
transport mode. The network settings are not set correctly.
→Cancel the IPsec settings on the server, PC and camera, 
and check that camera images can be transferred. If they 
can be transferred, the IPsec settings were not set 
correctly. Set them correctly (see page 60 of Operating 
Instructions on the CD-ROM).
 The pre-shared key is not set correctly.
→Set the same pre-shared key for the camera, and server 
(see page 60 of the Operating Instructions on the CD-
ROM).
 There is an 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 the servers SA*
1 or cameras SA is not established.
→Restart the camera.
*1 SA (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 
						

							Troubleshooting
26
Miscellaneous Troubleshooting
Problem Cause and Remedy
The ActiveX 
controls cannot 
be installed. Security software disables the ActiveX controls installation.
→Close the security software, and install the ActiveX 
controls again.
The firmware is 
not updated. The firmware updating was not completed due to the power 
being turned off, network failure or other cause.
→Update the firmware again following these steps.
*
1See page 12 of the Operating Instructions on the CD-
ROM.
*
2See page 155 of the Operating Instructions on the CD-
ROM.
*
3See page 158 of the Operating Instructions on the CD-
ROM about updating firmware.
No YesNo
Yes Turn the camera off, and turn the 
camera on again.*
1
Enter the IP address in the web browser to access  
the camera.
Is the Top page displayed?
Is the version updated?
Access the Maintenance page and click [Status]. 
Check the firmware version on the Status page.*2
Update the firmware*3.
The firmware update is completed. 
						

							Troubleshooting
27
The shortcut 
icon is not 
displayed in the 
My Network 
Places folder. The UPnP™ Windows component is not installed in Windows 
XP or Windows Me.
→Install the UPnP™ Windows component in Windows XP or 
Windows Me (see page 189 of the Operating Instructions 
on the CD-ROM).
The problem 
cannot be fixed. Call our customer call center at 1-800-272-7033. Problem Cause and Remedy 
						

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Division of Panasonic Corporation of North America
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