Panasonic Network Camera Server BB HCS301A Geting Started Manual

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 3
Troubleshooting
The Panasonic support website http://panasonic.co.jp/pcc/products/en/
netwkcam/ includes various technical information other than the contents in this 
troubleshooting section. Access it if problems occur.
Indicator Error Codes
Problem Cause and Remedy
Indicator lights 
or blinks orange. Ethernet cable is not connected properly.
Connect the Ethernet cable properly.
 PC, Ethernet hub or router is not working.
Confirm that PC, Ethernet hub and router are working.
Indicator 
continues 
blinking orange. Indicator blinks orange when updating firmware.
If you access this product on the web browser, Update 
Firmware page will be displayed. Update the firmware 
following the procedure (see page 135 of the Operating 
Instructions on the Setup CD-ROM). If you fail to update the 
firmware, see page 22.
Indicator 
continues 
blinking orange 
(2-second 
interval). The router on your network is turned off.
Turn the router on, and wait for a while until the ADSL line is 
connected.
 An error has occurred in UPnP
TM port forwarding.
Set up this product again in [Automatic Setup] by the Setup 
Program following the procedures shown on the Getting 
Started.
Indicator 
continues 
blinking green. Automatic setup is not complete.
Complete the setup following the Getting Started.
 This product did not get its IP address from the DHCP server.
When setting [Automatic Setup] or [DHCP Setup], this 
product may not get its IP address due to network failures. 
Ask your ISP or network administrator for more information. 
						

							Troubleshooting
4
Setup Difficulties
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. Indicator does 
not light up. Indicator display is disabled.
Check if the indicator control is disabled (see page 131 of the 
Operating Instructions on the Setup CD-ROM).
 Confirm that the standard AC adaptor PQLV202 (Order No. 
PQLV202Y) is being used.
Indicator 
continues 
blinking red. This product may be malfunctioning.
If you cannot access this product, it may be malfunctioning. 
Call our customer call center.
Problem Cause and Remedy
Automatic Setup 
fails using Setup 
Program. More than 20 minutes have passed since this product was 
turned on.
Disconnect the plug of the AC cord from the outlet, and 
reconnect it again. Set up this product again.
 Multiple IP addresses of these products are overlapping.
If you are installing multiple products, turn them on one by 
one.
 A problem occurs during the setup.
After confirming that the network is active, disconnect the 
plug of the AC cord from the outlet, and reconnect it again. 
And set up this product again.
Viewnetcam.com 
registration fails 
using Setup 
Program. If you do not receive an E-mail from the Viewnetcam.com 
service, your registered E-mail address may be incorrect.
Register your correct E-mail address again at the 
Viewnetcam.com website at 
http://www.viewnetcam.com. Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 5
DynamicDNS 
registration fails 
using Setup 
Program. 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.
Setup Program 
does not list any 
of this product. Your firewall or antivirus software is blocking the connection.
To avoid any possible problems, temporarily disable any 
firewall or antivirus software, and set up this product again. 
If you cannot disable your firewall or antivirus software, you 
can set up this product using the MAC address (see the 
Getting Started).
 This product is connected over a different network.
Set up this product from a PC under the same router.
 Confirm that an IP address is assigned to your PC.
Assign the IP address to your PC (see page 154 of the 
Operating Instructions on the Setup CD-ROM).
Setup Program 
fails to complete 
successfully. Network problems may have occurred during setup.
Disconnect the plug of the AC cord from the outlet, and 
reconnect it again. Then set up this product again.
UPnP
TM port 
forwarding setup 
fails.UPnPTM is disabled on the router.
Enable UPnP
TM on the router following the router manual.
 This product was turned on before the router was turned on.
Turn the router on first, and then turn this product on.
 The default gateway is not set, or the settings are wrong.
Set the default gateway correctly (see page 37 or page 41 
of the Operating Instructions on the Setup CD-ROM).
 The router does not support UPnP
TM.
Enable port forwarding on your router following the router 
manual. Problem Cause and Remedy 
						

							Troubleshooting
6
The IP address 
and port number 
of this product 
have been 
forgotten. Clicking [Camera Setup] on the Setup Program displays the list 
of this product. The list shows the MAC address labeled on the 
bottom of this product. The IP address and port number of this 
product 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 this product again. Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 7
Image/Page Display
Problem Cause and Remedy
The Top page is 
not displayed. The IP address of this product has changed.
Enter the correct IP address in the address bar of the web 
browser.
 You entered IPv6 address in the Internet Explorer.
Internet Explorer does not support IPv6 address access. Use 
DynamicDNS services like Viewnetcam.com service.
 When this product is accessed from the Internet, the default 
gateway or the DNS server addresses are not set, or the settings 
are wrong.
Assign the default gateway and the DNS server addresses 
correctly (See page 37 or page 41 of the Operating 
Instructions on the Setup CD-ROM).
 The connection type is wrong (see page 40 or page 44 of the 
Operating Instructions on the Setup CD-ROM).
If this product is not connected to the network in the [Auto 
Negotiation] setting, set up this product and the router seeing 
the following table.
Auto Negotiation
This product
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
8
The Top page is 
not displayed on 
the LAN. The connected router does not have a loopback feature.
Access this product with the local network IP address.
 The wrong IP address class is assigned to this product.
If you access this product on the LAN, the PC IP address and 
the IP address of this product must be set in the same class. 
Set the IP address of this product same as the class of the 
PC IP address (see page 154 of the Operating Instructions 
on the Setup CD-ROM).
 The web browser is accessing the proxy server.
Set the web browser to access the Internet directly (see page 
159 of the Operating Instructions on the Setup CD-ROM).
 You access this product on the same LAN by entering the 
registered URL (or the routers global IP address) with the 
DynamicDNS service.
To access this product on the same LAN, use the address for 
the local network address. Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 9
The Top page is 
displayed on the 
LAN, but not 
displayed from 
the Internet. The default gateway address may be wrong.
Set the correct default gateway address (see page 37 or 
page 41 of the Operating Instructions on the Setup CD-
ROM).
UPnP
TM is disabled on the router.
Enable UPnP
TM on the router following the router manual.
 Port forwarding is not enabled on the router (see page 57 of the 
Operating Instructions on the Setup CD-ROM).
Enable port forwarding seeing the router manual for details.
 Firewalls such as packet filtering on the router are blocking 
access to this product.
Set the router to allow access to this product seeing the 
router manual for details.
 You are accessing this product with an IP address for local 
access to this product.
Access this product with the global IP address of the router 
and port number of this product.
Authentication 
windows are 
consecutively 
displayed. User name and password for the administrator or general users 
have been changed.
Close the web browser, and access this product 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.  Problem Cause and Remedy 
						

							Troubleshooting
10
The image is not 
displayed.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 19 of the Operating Instructions on the Setup CD-ROM 
when using Microsoft
® Windows® XP Service Pack 2, or see 
page 18 of the Operating Instructions on the Setup CD-ROM 
when using other operating systems.
 The network is congested.
Pages may not be displayed immediately. Wait for a while.
 The web browser is accessing the proxy server.
Set the web browser to access the Internet directly (see page 
159 of the Operating Instructions on the Setup CD-ROM).
The Top page or 
the image is not 
displayed on the 
cell phone. Only IP address and port number are entered.
Enter /mobile after entering IP Address:Port Number.
 The 320 × 240 resolution image is not displayed.
Cell phones does not support 320 × 240 resolution image.
 The file size of the image is exceeding the capacity of the cell 
phone.
View the image at 160 × 120 resolution.
A gray screen is 
displayed. There are currently more than 30 simultaneous accesses to the 
video (Motion JPEG).
Reduce the number of access 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. Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 11
A gray screen is 
displayed. A copyguard signal was detected. This image cannot be 
displayed.
Input the images without copyguard to this products video 
input terminal.
 No input signal.
Input the video output from the camera to this products input 
terminal.
Video suddenly 
changes to still 
images. The video (Motion JPEG) display period is set on the General 
User page.
It is a normal operation. When you view video continuously, 
set [Unlimited] for the limit continuous motion JPEG (see 
page 78 of the Operating Instructions on the Setup CD-
ROM).
The color on the 
image is 
strange. The color display setting on your PC is set lower than 16 bits.
Set the color display 16 bits or higher.
Image flickers.  The environment surrounding the object is dark.
Brighten the area around the object.
 The color display setting on your PC is set lower than 16 bits.
Set it to 16 bit high color or greater.
A whitish and 
unclear image is 
displayed. The cable is connected to the video output terminal, but the 
opposite side of the cable is not connected.
Correctly connect the cable to the input terminal of the 
monitor. If unnecessary, remove the cable from this products 
video output terminal.
 The monitor has a termination resistor switch, and the switch is 
off (HI-Z).
Turn the termination resistor switch off (75 Ω).
The vertical and 
horizontal black 
lines appear on 
the image. The cause is the fluctuation of the cameras video output.
To erase the black lines, adjust the picture position (see page 
67 of the Operating Instructions on the Setup CD-ROM). Problem Cause and Remedy 
						

							Troubleshooting
12
An old image is 
displayed. The old image is temporarily stored on the web browser.
Set [Every visit to the page] on the web browser to check for 
temporary Internet files (see page 162 of the Operating 
Instructions on the Setup CD-ROM).
The image 
refreshes very 
slowly. Multiple users are accessing this product.
If multiple users are accessing this product, the image 
refreshes slowly.
 You are not using an Ethernet switching hub.
If you view multiple cameras on the Multi-Camera page, the 
image refreshes slowly. Use an Ethernet switching hub.
 The image may refresh slowly, depending on image resolution, 
image quality, network traffic, PC performance, enabling IPsec 
or what object you view.
 The Max. bandwidth usage is limited.
Increase the max. bandwidth usage on your network (see 
page 37 or page 41 of the Operating Instructions on the 
Setup CD-ROM).
When 
accessing this 
product, the 
Update 
Firmware page 
is displayed. This product is turned off during firmware update, so the 
firmware may be broken.
Download the latest firmware on the Panasonic Network 
Camera support website.
The message 
Inputting 
copyguard 
signal. is 
displayed on the 
Single page. The recording of most video and DVD software on the market is 
prohibited, and such images cannot be transmitted from or 
displayed on this product. Problem Cause and Remedy