Panasonic Network Camera Server BB HCS301A Geting Started Manual

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 13
Operation Bar
Problem Cause and Remedy
Part of the 
buttons on the 
operation bar 
are not 
displayed. The feature is not permitted on the General User page.
Permit the feature to be used (see page 78 of the Operating 
Instructions on the Setup CD-ROM). Or log in to this product 
as an administrator. 
						

							Troubleshooting
14
Audio Problems
Problem Cause and Remedy
Listen button is 
displayed gray. The [Input] setting is set to [Disable] on the Audio page.
Change it to [Enable]. (See page 69 of the Operating 
Instructions on the Setup CD-ROM)
 In the access level settings on the General User page, [Listen] is 
not permitted.
Permit [Listen]. (See page 78 of the Operating Instructions 
on the Setup CD-ROM)
Talk button is 
displayed gray. The [Output] setting is set to [Disable] on the Audio page.
Select any one of [Remote Audio], [Local Audio] or [Local 
Audio + Remote Audio]. (See page 69 of the Operating 
Instructions on the Setup CD-ROM)
 In the access level settings on the General User page, [Talk] is 
not permitted.
Permit [Talk]. (See page 78 of the Operating Instructions on 
the Setup CD-ROM)
 When accessing this product on a LAN, the web browser 
settings are going through a proxy server.
Change the settings so that they do not go through a proxy 
server. (See page 159 of Operating Instructions on the Setup 
CD-ROM)
Neither Listen 
nor Talk button 
can be used. When accessing this product on a LAN, the web browser 
settings are going through a proxy server.
Change the settings so that they do not go through a proxy 
server. (See page 159 of Operating Instructions on the Setup 
CD-ROM) 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 15
Audio cannot be 
heard on the 
computer.
The Listen button appears like this: 
Click the Listen button. (It will change to  .)
The number of simultaneous access for the audio is 
exceeding the limit. Wait for a while and access this product 
again.
 The Listen button is displayed gray.
[Listen] is not permitted on the General User page. Permit it. 
(See page 78 of Operating Instructions on the Setup CD-
ROM)
 The volume is set to 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 clear 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 while, and access this product again.
 Both the [Output] or [Input] settings are set to [Disable] on the 
Audio page.
Change them to [Enable]. (See page 69 of the Operating 
Instructions on the Setup 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 78 of the Operating 
Instructions on the Setup CD-ROM) Problem Cause and Remedy 
						

							Troubleshooting
16
Audio is not 
output from the 
audio output 
terminal.
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 78 of Operating Instructions on the Setup 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.
 An audio output device is not connected to this product.
The audio output terminal of this product is a line output. 
Connect it to an external speaker with a built-in amplifier (see 
page 26 of Operating Instructions on the Setup CD-ROM).
 Audio can only be received for short periods of time.
Change the settings to extend the PC Audio Input Timeout. 
(See page 69 of Operating Instructions on the Setup CD-
ROM)
 The audio output devices volume settings are set to minimum.
Adjust the volume settings to an appropriate volume.
 The access to this product is going through a proxy server.
The audio feature cannot be used when going through a 
proxy server. Problem Cause and Remedy 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 17
Noise can be 
heard. The plug of the audio input or output device is dirty.
Wipe the connection terminal of the audio input or output 
device.
 The audio input or output device is not connected properly.
Correctly connect the audio input or output device.
 The audio from your PC speaker is being caught by your PC 
microphone, then this product is transmitting the audio as the 
noise (howling sound).
Check [mute] for the microphone column on the volume 
control screen. Then the PC will stop transmitting audio to 
this product.
Audio is 
interrupted. Other applications are being run on the computer.
Close other applications on your computer.
 The max. bandwidth is set to [Unlimited] on the Network page.
Reduce the max. bandwidth (see page 40 or page 44 of 
Operating Instructions on the Setup CD-ROM).
 The input from the audio input or output device is small.
When the audio is interrupted in listening, change 
sensitiveness to [Maximum] on the Audio page. When the 
audio is interrupted in talking, adjust the microphone volume 
on the PCs Volume Control window.
You heard the 
howling sound. The microphone connected to the audio input is close to the 
speaker connected to the audio output and the audio output 
setting is [Local Audio] or [Local Audio + Remote Audio] (see 
page 69 of the Operating Instructions on the Setup CD-ROM).
Set [Remote Audio] on the Audio page, or make a distance 
between the microphone and the speaker in order not to 
cause the howling sound. Problem Cause and Remedy 
						

							Troubleshooting
18
Image Buffer/Image Transfer
Problem Cause and Remedy
This product 
does not 
transfer the 
image by E-mail 
or FTP. Errors have occurred on the way to the E-mail or FTP server.
See the Protocol column on the Status page (see page 133 
of the Operating Instructions on the Setup 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 37 or page 41 of the 
Operating Instructions on the Setup CD-ROM).
 Login ID and password for E-mail or FTP are invalid.
Make sure that you enter your correct login ID and password.
This product 
does not 
transfer the 
image to a cell 
phone. The image quality is not set to [Mobile Phone] on the Image 
Buffer/Transfer page.
Set the resolution to [160 × 120] and the image quality to 
[Mobile Phone]. Some cell phones do not support 320 × 240 
resolution.
The image is 
slowed down on 
the Buffered 
Image page. Or 
this product 
transfers the old 
image. The transfer interval is too short.
Set the transfer interval longer than the current setting (see 
page 84, page 93 or page 105 of the Operating Instructions 
on the Setup CD-ROM). 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 19
SD Memory Recording
IPv6
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 this product (see page 113 of Operating 
Instructions on the Setup CD-ROM).
Problem Cause and Remedy
The Top page is 
not displayed 
with the IPv6 
address. The IPv6 address is not assigned on this product.
Check if the IP address and default gateway are displayed in 
the network (IPv6) column of the status page (see page 133 
of Operating Instructions on the Setup CD-ROM). If both or 
either one is not displayed, it is possible that the connection 
is incorrect or that the IPv6 router is not set properly. Set 
them correctly.
 The 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 Operating 
Instructions on the Setup CD-ROM)
 Router filtering is enabled.
Permit access to this product from the WAN side in router 
settings.
 Your network or ISP may not support IPv6 at this time. 
						

							Troubleshooting
20
IPsec
Problem Cause and Remedy
This product 
cannot be 
accessed in 
transport mode. IPsec policy settings are restricted.
Decrease the number of computers connected 
simultaneously, and wait for a while, 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 support 
website (http://panasonic.co.jp/pcc/products/en/
netwkcam/) for how to do this.
 The pre-shared key is not set correctly.
Set the same pre-shared key for this product and your PC 
(see page 48 of Operating Instructions on the Setup 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 PCs SA
*1 or SA of this product is not established.
Disable the PCs IPsec settings, and enable it again.
This product 
cannot be 
accessed in 
tunnel mode. The pre-shared key is not set correctly.
Set the same pre-shared key for this product and the VPN 
router (see page 51 of Operating Instructions on the Setup 
CD-ROM).
 The VPN router is not set correctly.
Set the IKE and IPsec policy on the VPN router correctly (see 
page 51, page 53, or page 54 of Operating Instructions on 
the Setup CD-ROM).
 Either VPN routers SA
*1 or SA of this product is not established.
Restart the VPN router and this product. 
						

							Troubleshooting
[For assistance, please call: 1-800-272-7033] 21
E-mail or FTP 
transfer cannot 
be sent in 
transport mode. The network settings are not set correctly.
Cancel the IPsec settings on the server, PC and this product, 
and check that the images can be transferred. If they can be 
transferred, the IPsec settings were not set correctly. Set 
them correctly (see page 48 of Operating Instructions on the 
Setup CD-ROM).
 The pre-shared key is not set correctly.
Set the same pre-shared key for this product, and server (see 
page 48 of Operating Instructions on the Setup CD-ROM).
 There is a 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 servers SA
*1 or SA of this product is not established.
Restart this product.
*1SA (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
22
Miscellaneous
Problem Cause and Remedy
ActiveX cannot 
be installed. Security software disables the ActiveX installation.
Close the security software, and install the ActiveX again.
The firmware is 
not updated. The firmware updating is not completed due to power off, 
network failure or other causes.
Update the firmware again following the next procedures.
*
1See page 135 of the Operating Instructions on the Setup CD-
ROM about updating firmware.
Shortcut icon is 
not displayed in 
the My Network 
Places folder.UPnP
TM Windows component is not installed in Windows XP or 
Windows Me.
Install UPnP
TM Windows component in Windows XP or 
Windows Me (see page 162 of the Operating Instructions on 
the Setup CD-ROM).
You cannot 
solve problems. Call our customer call center at 1-800-272-7033.
No YesNo
Yes Is the Top page displayed?
Is the version updated?
Update the firmware*1.
The firmware update is completed.
Disconnect the plug of the AC cord of this 
product from the outlet, and reconnect it again.
Enter the IP address on the web browser to access 
this product.
Access the Setup page and click [Status]. 
Check the firmware version on the Status page.