Panasonic Network Camera BB-HCM403A Getting Started Manual

							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 41 or page 45 of the Operating 
Instructions on the CD-ROM).
 The connection type is wrong (see page 42 or page 46 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 155 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 162 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 41 or 
page 45 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 59 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 
						

							Troubleshooting
11
Authentication 
windows are 
consequently 
displayed. The user name and password for the administrator have been 
changed. Or the user name and password for the general 
users have been 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. 
The camera 
image is not 
displayed, or not 
displayed 
properly.ActiveX
® Controls are not installed in Internet Explorer. 
→ActiveX Controls should be installed to display video 
(Motion JPEG). For the ActiveX Controls installation 
method, see page 18 of the Operating Instructions on the 
CD-ROM when using Microsoft
® Windows® XP Service 
Pack 2, or see page 17 of the Operating Instructions on the 
CD-ROM when using other operating systems.
 The network is congested.
→Pages may not be displayed immediately. Wait for a 
moment.
 The web browser is accessing a proxy server.
→Set the web browser to access the Internet directly (see 
page 162 of the Operating Instructions on the CD-ROM).
Camera images 
are not displayed 
on the Multi-
Camera page. The images may not be displayed if private IP addresses and 
global IP addresses (or domain names) are mixed on the 
Multi-Camera page.
→To view the images within the LAN, set the Multi-Camera 
page using private IP addresses. To view the images from 
the WAN side, set the Multi-Camera page using global IP 
addresses (or domain names).
The error 
message 
ERROR CODE 
(4/12002) is 
displayed, and 
the image is not 
displayed. A wrong IP address or domain name may be set on the Multi-
Camera page.
→Set the correct IP address or domain name.
 If the correct IP address or domain name was already set, the 
network connection may be timed out.
→Access the network when it is less busy, or close other 
software that is connected to the network. Problem Cause and Remedy 
						

							Troubleshooting
12
The Top page or 
image is not 
displayed on the 
cell phone. Only the IP address and port number are entered.
→Enter /mobile after entering IP Address:Port Number.
 A 320 x 240 resolution image is not displayed.
→Cell phones do not support 320 x 240 resolution images.
 The file size of the image is exceeding the capacity of the cell 
phone.
→View the image at 160 x 120 resolution.
 The cell phone supports only XHTML.
→Enter /mobileX by following an IP address and port 
number.
A gray screen is 
displayed. There are currently more than 30 different users trying to 
access the video (Motion JPEG).
→Reduce the number of users accessing the camera 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.
→To view video continuously, set [Unlimited] for the limit 
continuous motion JPEG (see page 80 of the Operating 
Instructions on the CD-ROM).
The image is out 
of focus. The lens cover has dust, dirt, fingerprints or droplets on it.
→Clean the lens cover with a dry cloth.
 The object is too close to the camera.
→Move the object away from the camera.
The color on the 
image is strange. The white balance is not set appropriately.
→Adjust the white balance on the Camera page (see page 
70 of the Operating Instructions on the CD-ROM).
 The color display setting on your PC is set lower than 16 bits.
→Set the color display to 16 bits or higher. Problem Cause and Remedy 
						

							Troubleshooting
13
The image has 
noise. The object is dark.
→Increase the light level in the area around the camera.
 The colors setting of the monitor is set to less than 16 bit high 
color.
→Set it to 16 bit high color or greater.
An old image is 
displayed. Old images are temporarily stored on the web browser.
→Set [Every visit to the page] on the web browser to check 
for temporary Internet files (see page 165 of the Operating 
Instructions on the CD-ROM).
The image 
refreshes very 
slowly. Multiple users are accessing the camera.
→Wait until fewer users are accessing the camera.
 You are not using an Ethernet switching hub.
→If you view multiple cameras on the Multi-Camera page 
without an Ethernet switching hub, the image refreshes 
slowly. Use an Ethernet switching hub.
 The image may refresh slowly, depending on image 
resolution, image quality, network traffic, PC performance, SD 
memory recording, using IPsec or what is being viewed.
 The maximum bandwidth usage is limited.
→Increase the max. bandwidth usage on your network (see 
page 41 or page 46 of the Operating Instructions on the 
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.
For moving 
objects, scan 
lines deviate. The surroundings of the object is dark and the camera is in 
color night view mode.
→Make the area around the object brighter.
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
14
Registering and 
operating the 
home position 
and the tilt 
operation do not 
work when using 
the Network 
Camera 
Recorder or 
Wireless Camera 
Monitoring 
System. Registering and operating the home position and the tilt 
operation are not available from the Network Camera 
Recorder and Wireless Camera Monitoring System. Problem Cause and Remedy 
						

							Troubleshooting
15
Operation Bar Troubleshooting
Problem Cause and Remedy
The click to 
center feature 
does not work. Login is not performed by the administrator.
→Log in as the administrator. Only the administrator can 
operate the click to center feature (when using the digital 
zoom feature).
 The clicked position is not centered.
→The clicked position cannot be centered because the 
camera has only the tilt operation feature or because the 
clicked position is out of the range that can be displayed at 
x1 magnification while using the digital zoom feature.
 Your PC is not connected to the camera.
→Click [Refresh] on the web browser. Confirm that the image 
refreshes, and you can operate the tilt function.
 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 tilt function reaches the end of its range.
→Confirm that the end display is displayed on the operation 
bar. 
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 80 of the 
Operating Instructions on the CD-ROM), or log in to the 
camera as an administrator. 
						

							Troubleshooting
16
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 73 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 80 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 73 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 80 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 162 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 162 of the Operating Instructions on the CD-
ROM) 
						

							Troubleshooting
17
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 80 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 73 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 80 of the 
Operating Instructions on the CD-ROM) Problem Cause and Remedy 
						

							Troubleshooting
18
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 80 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 73 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