Panasonic Network Camera Server BB HCS301A Troubleshooting Manual

							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 
						

							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.net/pcc/support/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.