Panasonic Network Camera BL-C1A BL-C20A Information Guide

							Troubleshooting
8
Though the 
camera is set to 
wired 
connection, the 
routers wireless 
indicator is on or 
blinking.The camera emits electrical waves about 5 minutes after the 
power has been on, when set to wired connection.
Electrical waves will stop after about 5 minutes. Please wait.
The camera 
cannot 
communicate 
with the wireless 
terminal.Radio waves may not be reaching the wireless terminal or 
camera due to the distance between them, or the existence of 
obstacles such as a concrete wall.
Adjust the position of the wireless terminal or camera.
Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 9
Camera Image/Page Display Troubleshooting
ProblemCause 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.
When accessing from the Internet, the default gateway or the 
DNS server address is not set in network settings, or is not set 
correctly.
Set the correct default gateway and DNS server address. 
Especially, when the DynamicDNS service is used, the IP 
address must be set correctly (see page 
31 of the Operating 
Instructions on the CD-ROM).
The connection type is wrong (see page 35 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 a 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 
119 of the Operating Instructions on the CD-
ROM).
The web browser is accessing a proxy server.
Set the web browser not to access the proxy server (see 
page 
127 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 the 
camera cannot 
be accessed 
from the 
Internet.The default gateway address may be wrong.
Set the correct default gateway address (see page 31 of the 
Operating Instructions on the CD-ROM).
UPnPTM is disabled on the router.
Enable UPnPTM on the router following the router manual.
Port forwarding is not enabled on the router (see page 41 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
[For assistance, please call: 1-800-272-7033] 11
Authentication 
windows are 
consequently 
displayed.The user name and password for the administrator or 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 
15 of the Operating Instructions on the CD-ROM when 
using Microsoft® Windows® XP Service Pack 2, or see page 
14 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 not to access the proxy server (see 
page 
127 of the Operating Instructions on the CD-ROM).
Camera images 
are not 
displayed on the 
Multi page.The images may not be displayed if local 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 local IP addresses. To view the images from the 
WAN side, set the Multi-Camera page using global IP 
addresses (or domain names) (see page 
92 of the Operating 
Instructions on the CD-ROM).
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 × 240 resolution image is not displayed.
Cell phones do not support 320 × 240 resolution images.
The file size of the image is exceeding the capacity of the cell 
phone.
View the image at 160 × 120 resolution.
The cell phone supports to only XHTML.
Enter /mobileX by following an IP address and port number.
A gray screen is 
displayed.There are currently more than 20 different users trying to access 
the video (Motion JPEG).
Reduce the number of users accessing the camera to below 
20, 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 Image 
Display page.
To view video continuously, set [Unlimited] for the limit 
continuous Motion JPEG (see page 
89 of the Operating 
Instructions on the CD-ROM).
The image is out 
of focus.The lens has dust, dirt, fingerprints or moisture on it.
Clean the lens with a cotton bud (see page 118 of the 
Operating Instructions on the CD-ROM).
The object is too close to the camera.
The camera cannot focus at short distances (less than 0.3 m 
[about 11 3/4 inches]). Locate the object more than 0.3 m 
(about 11 3/4 inches) away from the camera.
Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 13
The color on the 
image is 
strange.The white balance is not set appropriately.
Adjust the white balance on the Camera page (see page 50 
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.
The brightness 
of the displayed 
image is not 
stable (hunting 
phenomenon*).The brightness of the object changes suddenly. (e.g. when 
lighting is turned on in a dark area)
Adjust the brightness of the camera slightly by pressing + 
or - once.
*The hunting phenomenon is when the image lightens, then 
darkens, then lightens repeatedly, without stabilizing to a 
constant brightness.
The image 
contains 
interference or 
horizontal lines, 
or the image 
may be white.The camera transmits a dark scene.
Make the scene brighter. When the camera transmits a dark 
scene, the camera image may become white, or horizontal 
lines may be displayed on the screen. This is one of the 
characteristics of a CMOS sensor. This is not a malfunction.
The AC Power Source Frequency setting is different from its 
value in your area.
Set the same value as in your area on the Setup page. See 
page 
50 of the Operating Instructions on the CD-ROM.
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 
130 of the Operating 
Instructions on the CD-ROM).
Problem Cause and Remedy 
						

							Troubleshooting
14
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, or what is being 
viewed.
The max. bandwidth usage is limited.
Increase the max. bandwidth usage on your network (see 
page 
31 of the Operating Instructions on the CD-ROM).
The camera is in color night view mode.
When enabling color night view mode, the image refreshes 
slowly. Disable color night view mode, or make the area 
around the camera 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 (see page 
100 of the Operating Instructions on the CD-ROM).
Images of 
moving subject 
are blurred or 
not displayed.Color night view mode is enabled.
When enabling color night view mode, the image refreshes 
slowly. Disable color night view mode, or make the area 
around the camera brighter.
Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 15
Operation Bar Troubleshooting
Image Buffer/Transfer Troubleshooting
ProblemCause and Remedy
Some buttons 
on the operation 
bar are not 
displayed.The access level is set to level 1 on the General User page.
Set the access level to level 2 (see page 57 of the Operating 
Instructions on the CD-ROM), or log in to the camera as an 
administrator.
ProblemCause 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 98 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 31 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 
60 and page 70 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. Confirm with your ISP. 
						

							Troubleshooting
16
The camera 
does not 
transfer an 
image only 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 × 240 resolution.
Set the resolution to [160 × 120]
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 
62 and page 73 of the Operating Instructions on the 
CD-ROM).
Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 17
Miscellaneous Troubleshooting
ProblemCause and Remedy
The ActiveX 
controls cannot 
be installed.Security software disables the ActiveX control 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 98 of the Operating Instructions on the CD-ROM.
*2See page 100 of the Operating Instructions on the CD-ROM 
about updating firmware.
The shortcut 
icon is not 
displayed in the 
My Network 
Places folder.The UPnPTM Windows component is not installed in Windows XP 
or Windows Me.
Install the UPnPTM Windows component in Windows XP or 
Windows Me (see page 
130 of the Operating Instructions on 
the CD-ROM).
The problem 
cannot be fixed.Call our customer call center at 1-800-272-7033.
No YesNo
Yes Disconnect the AC adaptor from the outlet,
and reconnect it again.
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]*1.
Check the firmware version on the Status page.
Update the firmware*2.
The firmware update is completed.