Panasonic Network Camera Wv Sud638 Operating Instructions

							SymptomCause/solutionReference pages •Is “554” selected for the HTTP port number?
For the HTTP port number, select a port number
other than the following port numbers used by the
camera. The number used by the camera: 20, 21,
23, 25, 42, 53, 67, 68, 69, 110, 123, 161, 162, 443,
554, 995, 10669, 10670, 59000 - 61000128 • Is the same IP address provided to other devices?
Are there contradictions between the address and
the network subnet to be accessed?
When the camera and the PC are connected in
the same subnet:
Are the IP addresses of the camera and the PC set
in a common subnet? Or is “Use Proxy Server” for
the settings of the web browser checked?
When accessing the camera in the same subnet, it
is recommended to enter the address of the camera
in the “Don’t Use Proxy For These Addresses” box.
When the camera and the PC are connected in
the different subnet:
Is the IP address of the default gateway set for the
camera correct?-• Is the name currently used to access the camera
different from the name registered for the
“Viewnetcam.com” service?
Access the camera again with the registered name.170• Did you access “http://” while using the HTTPS
function?
To use the HTTPS function, access “https://”. It is
also necessary to enter the port number.161Cannot access the camera
via the Internet.• Are the network settings of the camera correct?
Set the default gateway or DNS server address
correctly. To use the DDNS service, check that the
settings are correct.
• Is the setting for “Default gateway” on the
“Network” page configured? Or is the setting
correct?
When communicating using IPv4:
Configure the setting for “Default gateway” of “IPv4
network” on the [Network] tab of the setup menu.126Operating Instructions201
18 Troubleshooting 
						

							SymptomCause/solutionReference pages•Is the setting of port forwarding configured for the
router?
To enable the access to the camera via the Internet,
it is necessary to perform the port forwarding setting
when the router in use does not support the UPnP
function. Refer to the manuals provided with the
router for further information.
• Is UPnP function of the router disabled?
Refer to the manuals provided with the router in use
to enable the UPnP function.
• Is packet filtering set for the router to forbid the
access via the Internet?
Configure the settings of the router in use to enable
the access via the Internet. Refer to the manuals
provided with the router for further information about
the settings.139• Are you accessing the camera using the local
address (the IP address used in a local network)?
When accessing the camera, use the global address
( or the URL registered in the DDNS service) and the
port number of the camera as the IP address to be
used in the Internet.127
128
168Cannot access the camera
via the URL of the
“Viewnetcam.com” service.• Is the global address of camera (or router) notified
to the “Viewnetcam.com” service server?
Log into the “My Account” page of
“Viewnetcam.com” website
(http://www.viewnetcam.com/) to check the
information of the registered camera. If the global
address is not displayed for the IP address, access
the camera, and register the user information for the
“Viewnetcam.com”  service on the [Advanced] tab on
the “Network” page of the setup menu. In addition,
check the “Status” of “Viewnetcam.com” (on the
[Status] tab) and the system log (on the [System
log] tab) of the “Maintenance” page of the setup
menu.170
184Authentication window is
displayed repeatedly.• Is the user name and password changed?
While accessing the camera, when changing the
user name and password of another user logging
into the camera on another web browser, the
authentication window will be displayed each time
the screen is changed or refreshed.
• Have you changed the [Authentication] setting?
When the [Authentication] setting has been
changed, close the web browser, and then access
the camera again.-It takes time to display the
screen.• Are you accessing the camera in the HTTPS mode?
In this mode, the refresh interval becomes slower
due to decode procession.-202Operating Instructions
18 Troubleshooting 
						

							SymptomCause/solutionReference pages•Are you accessing another camera in the same local
network via a proxy server?
Configure the web browser to not use the proxy
server.-• Are two or more users browsing the camera images
simultaneously?
It may take time to display the screen or refresh
interval may become slower when two or more users
browse the camera images simultaneously.-Cannot access the camera
from a cellular phone.• Is the URL correct? Or is  “/mobile” missing at the end
of the URL?
Check if the URL is entered correctly. When
accessing the camera from a cellular phone, it is
necessary to enter “/mobile” at the end of the URL
that is used for the camera access from a PC.18• Is the SSL encryption method different from that of
the camera?
Select “HTTP” (Do not select “HTTPS”) for
“HTTPS”  -  “Connection”  on the “Network”  page - the
[Advanced] tab, and access the camera again.140• Did you access “http://” while using the HTTPS
function?
To use the HTTPS function, access “https://”. It is
also necessary to enter the port number.161Cannot access the camera
from a mobile terminal.• Is the URL correct? Or is “/cam” missing at the end
of the URL?
Check if the URL is entered correctly. When
accessing the camera from a mobile terminal, it is
necessary to enter  “/cam” at the end of the URL that
is used for the camera access from a PC.20• Is the SSL encryption method different from that of
the camera?
Select “HTTP” (Do not select “HTTPS”) for
“HTTPS”  -  “Connection”  on the “Network”  page - the
[Advanced] tab, and access the camera again.140• Did you access “http://” while using the HTTPS
function?
To use the HTTPS function, access “https://”. It is
also necessary to enter the port number.161A cookie error was displayed
when performing user
registration for
“Viewnetcam.com”.• Is the web browser configured to allow cookies?
Configure the web browser to allow cookies. In
Internet Explorer, from [Tools] select [Internet
Options] and configure the cookies setting in the
[Privacy] tab.-Operating Instructions203
18 Troubleshooting 
						

							SymptomCause/solutionReference pagesUser registration for the
“Viewnetcam.com” service
fails.• Is the registered E-mail address correct?
When an E -mail with the  “Viewnetcam.com”  website
link is not received, the registered E-mail address
may be incorrect. Visit the “Viewnetcam.com”
website (http://www.viewnetcam.com/) to register
the correct E-mail address.-No image is displayed.• Is the viewer software installed on the PC?
Install the viewer software on a PC.4• Is the cellular phone in use support the 320 ´240 or
640 ´480 resolution? Or is the image data size too
big to display images on the cellular phone?
Refer to the manuals provided with the cellular
phone in use for the restrictions of image data sizes.-No image is displayed. / Older
images or logs are displayed.• When [Every time I visit the webpage] is not selected
for [Check for newer versions of stored pages:] in the
[Temporary Internet Files] section, images
sometimes may not be displayed on the  “Live” page.
In this case, do the following.
1. Select [Internet Options...] from [Tools] on the
menu bar of Internet Explorer. The [Internet
Options] window will be displayed.
2. When using Internet Explorer 10 or Internet
Explorer 11:
Click the [Settings] button in the [Browsing
history] section on the [General] tab, and then
select [Every time I visit the webpage] for [ Check
for newer versions of stored pages:] in the
[Temporary Internet Files] tab on the [Website
Data Settings] window.
When using Internet Explorer 8 or Internet
Explorer 9:
Click the [Settings] button in the [Browsing
history] section on the [General] tab, and then
select [Every time I visit the webpage] for [ Check
for newer versions of stored pages:] in the
[Temporary Internet Files] section on the
[Temporary Internet Files and History Settings]
window.-Images are displayed blurry.• Is there dust or dirt on the front glass?
Check if there is no dust or dirt on the front glass.
• When defocusing is caused by the camera position
being moved, carry out the position refresh to correct
the focus.Important
InformationCannot adjust the focus
correctly.• Is there dust or dirt on the front glass section?
Clean the front glass section.Important
Information• Are photographic subjects hard to focus on with the
auto focus function?
Adjust the focus manually.12204Operating Instructions
18 Troubleshooting 
						

							SymptomCause/solutionReference pagesThe image is not being
refreshed.• Depending on the version of your browser, there
might be difficulties refreshing the picture, etc.Important
Information• Depending on the traffic of the network or the
concentration of access to the camera, there might
be difficulties displaying the camera picture.
Request the camera picture using the web browser
such as by pressing the [F5] key, etc.-No image is displayed (or too
dark).• Is the brightness setting set at an appropriate level?
Click the [Normal] button of [Brightness].10Images are displayed washed
out.• Is the brightness setting set at an appropriate level?
Click the [Normal] button of [Brightness].10Flicker appears on the
screen.• When flicker occurs frequently, select “Indoor
scene” for “Light control mode”.62The camera does not move
onto the preset position
exactly.• When the camera position is moved from the preset
position after turning on the power of the camera,
execute the position refresh function from the
[ Default reset] tab of the  “Maintenance” page. When
“ Position refresh ” is set for the created schedule, the
camera position will be corrected periodically.176
188• Is any part of the camera worn out?
When the camera does not move to the exact
position frequently, the driving parts may be worn
out. Contact the dealer for assistance.Important
InformationThe camera does not
automatically move to the
previous position when
turning on the power of the
camera.• If the camera always moves to a specific position
after turning on the power of the camera, register
that position as the home position when convenient.
The camera will automatically move to the
registered position using the self return function
when turning on the power of the camera.55The movement of the camera
automatically changes.• Check the settings for the self return function.55Audio is not output from other
products such as a network
disk recorder or PC software
package.• Some of the products such as a network disk
recorder or PC software package may not support
“G.711”, "AAC-LC" or “AAC-LC (HIGH QUALITY)”.
Set the audio encoding format of the products to  “G.
726 (32 kbps)”.93The alarm occurrence
indication button on the
“Live”  page do not display the
current status in real time.• Is the viewer software installed on the PC?
Confirm that the viewer software “Network Camera
View 4S” is installed.4• Is “Real time” selected for “Alarm status update
mode”?38No image is displayed on the
“Live” page.• Press the [ F5] key on the keyboard of the PC or click
the [Live] button.10Operating Instructions205
18 Troubleshooting 
						

							SymptomCause/solutionReference pagesShortcut icon of the camera is
not displayed on “Network” of
the PC.• Is the Windows component of UPnP added?
Add the component to the PC in use.139Images are not displayed or
not refreshed smoothly.• Delete temporary internet files as follows.
1. Select “Internet Options...” under “Tools” on the
menu bar of Internet Explorer. The “Internet
Options” window will be displayed.
2. Click the [Delete Files...] button in the
“Temporary Internet Files” section on the
[General] tab.-• The firewall function of the anti-virus software may
be filtering the port of the camera.
Exclude the port number of the camera from the list
of the port numbers to be filtered by the anti-virus
software.-No indicator lights.• Is “Off”  selected for  “Indicator” on the “Basic” page?
Select “On” for “Indicator”.38H.264 images are not
displayed.• When “Network Camera View 4S” is deleted from a
PC on which both the viewer software “Network
Camera View 3” and “Network Camera View 4” are
installed, H.264 images will not be displayed.
In this case, delete “Network Camera View 3” from
the PC and then install  “Network Camera View 4S ”.4When displaying H.264
images on two or more web
browser windows, images
from two or more cameras are
displayed in sequence on a
single browser window.• This may occur due to the display adapter and driver
combination.
When this has occurred, first update the driver of the
display adapter to the latest version.
If updating the driver does not solve the problem,
adjust the hardware acceleration as follows.
The following are descriptions for when Windows 7
is installed on the PC in use. This setting may not be
changed depending on the network environment.
1. Right-click on the desktop and select “Screen
resolution” from the displayed pop-up menu.
2. Click “Advanced settings”.
3. Select the [Troubleshoot] tab and then click
“Change settings”.
4. If the [User Account Control] dialog box is
displayed, click  “Yes”. When logged in as a user
other than the administrator, enter the password
and click “Yes”. Enter a user name as required.
5. Move the slider for “Hardware acceleration” to
the extreme left towards “None”, and then click
“OK”.-When clicking the back button
of the web browser, the
screen is not displayed
correctly.• Press the [F5] key on the keyboard to refresh the
display.-206Operating Instructions
18 Troubleshooting 
						

							SymptomCause/solutionReference pagesA black object (wiper) is
visible in the “Live” page.• Click the [ Execute] button of  “Position refresh ” in the
[Default reset] tab of the “Maintenance” page. By
performing a position refresh, the wiper will go back
to its initial position.
If repeatedly performing position refresh does not
improve the situation, there may be a problem with
the wiper. Contact the dealer for assistance.-Operating Instructions207
18 Troubleshooting 
						

							Information BarDepending on the OS installed on the PC, the following may occur. Follow the instructions below when the
following has occurred. By performing the following solutions, other applications may not be affected.
When using Internet Explorer 9, Internet Explorer 10, or Internet Explorer 11:
The “Information Bar” ( A) expressed in the following symptom and solutions will be displayed just below the
address bar only when there is information to communicate.
When using Internet Explorer 8:
The “Information Bar” ( B) expressed in the following symptom and solutions will be displayed just below the
address bar only when there is information to communicate.
SymptomCause/solutionReference pagesThe following message is
displayed on the information
bar.
“Pop-up blocked. To see this
pop-up or additional options,
click here...” (Internet
Explorer 8)• Click the information bar and select “Always
Allow Pop-ups from This Site...”. The dialog
window saying  “Allow pop -ups from this site? ” will
be displayed. Click the [Yes] button.-The following message is
displayed on the information
bar.
“Internet Explorer blocked a
pop-up from ***.***.***.*** (IP
address).” (Internet Explorer
9, Internet Explorer 10, or
Internet Explorer 11)• Select “Options for this site”  ® “Always allow”.-The following message is
displayed on the information
bar.
“This webpage wants to run
the following add-on:
`WebVideo Module' from
`Panasonic System Networks
Co.,Ltd.`.” (Internet Explorer
9, Internet Explorer 10, or
Internet Explorer 11)• Select [Allow].-208Operating Instructions
18 TroubleshootingA      
						

							SymptomCause/solutionReference pagesThe following message is
displayed on the information
bar.
“This site might require the
following ActiveX control
'nwcv4Ssetup.exe' from
'Panasonic System Networks
Co.,Ltd.'. Click here to
install...” (Internet Explorer 8)• Click the information bar and select “Install
ActiveX Control”.
The  “Security Warning ” window will be displayed.
Click the [Install] button on the displayed
“Security Warning” window.-The following message is
displayed on the information
bar.
“ This webpage wants to install
the following add-on:
`nwcv4Ssetup.exe' from
`Panasonic System Networks
Co.,Ltd.`.” (Internet Explorer
9, Internet Explorer 10, or
Internet Explorer 11)• Select [Install]. The “Security Warning” window
will be displayed. Click the [Install] button on the
displayed “Security Warning” window.-An unnecessary status bar or
scroll bar is displayed on the
pop-up window.• Click “Internet Options...” under “Tools” of the
menu bar of Internet Explorer, and then click the
[Security] tab. Click “Internet” in the “Select a
zone to view or change security settings.”
section. Then, click the [Custom level...] button
to open the “Security Settings” window. Under
“Miscellaneous”, select “Enable” for “Allow
script-initiated windows without size or position
constraints”. Click the [OK] button.
When the warning window is displayed, click the
[Yes] button.-Images are not fit in the
frames.• When “120 DPI” or higher is selected for “DPI
setting”, they may not be displayed correctly.
When using Windows 10:
Right-click on the desktop, click “Display
settings”, and then move the slider of “Change
the size of text, apps, and other items” to
“100% (Recommended)”.
Select “Landscape” of “Orientation”.
When using Windows 8.1:
Right-click on the desktop, click “Screen
resolution”  ® “Make text and other items larger
or smaller” , and then move the slider of  “Change
the size of all items” to “Smaller” so that the
screen becomes the recommended size.
When using Windows 8/Windows 7:
Right-click on the desktop, click “Screen
resolution”  ® “Make text and other items larger
or smaller”, and then select “Smaller - 100%
(default)”.-Operating Instructions209
18 Troubleshooting 
						

							210Operating Instructions
Notes