Panasonic BB-HCM311 User Manual
Troubleshooting
Network Camera
Model No.
BB-HCM311
Indoor Use only
Table of Contents
Troubleshooting................................................................... 3
Indicator Error Codes ................................................................................ 3
Camera Setup Difficulties.......................................................................... 4
Camera Image/Page Display..................................................................... 7
Operation Bar .......................................................................................... 13
Audio Problems ....................................................................................... 14
Image Buffer/Image Transfer ................................................................... 18
SD Memory Recording............................................................................ 19
IPv6 ......................................................................................................... 19
IPsec ....................................................................................................... 20
Miscellaneous ......................................................................................... 22
Troubleshooting
Abbreviations
• UPnP is the abbreviation for Universal Plug and Play.
• "Network Camera" is called "Camera" in this Installation/Troubleshooting.
Trademarks
• Microsoft, Windows, and ActiveX are either registered trademarks or
trademarks of Microsoft Corporation in the United States and/or other
countries.
• SD mark is a trademark of the SD Card Association.
• All other trademarks identified herein are the property of their respective
owners.
2
Troubleshooting
Troubleshooting
The Panasonic Network Camera 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.
Indicator
continues
blinking orange.
Indicator
continues
blinking orange
(2-second
interval).
Indicator
continues
blinking green.
• 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 is working.
• Indicator blinks orange when updating firmware.
If you access the camera on the web browser, Update
Firmware page will be displayed. Update the firmware
following the procedure (see page
Instructions on the Setup CD-ROM). If you fail to update the
firmware, see page 22.
• 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 occurs in UPnPTM port forwarding.
Set up the camera again in [Automatic Setup] by the Setup
Program following the procedures shown on Getting Started.
• Automatic setup is not complete.
Complete the setup following this Installation/
Troubleshooting.
• The camera did not get its IP address from the DHCP server.
149 of the Operating
When setting [Automatic Setup] or [DHCP Setup], the
camera may not get its IP address due to network failures.
Ask your ISP or network administrator for more information.
3
Troubleshooting
Problem Cause and Remedy
Indicator does
not light up.
Indicator
continues
blinking red.
• Indicator display is disabled.
Check if the indicator control is disabled (see page 144 of the
Operating Instructions on the Setup CD-ROM).
• Confirm that the standard AC adaptor PQLV202 (Order No.
PQLV202X) is being used.
• The camera may be malfunctioning.
If you cannot access the camera, the camera may be
malfunctioning. Call our customer call center.
Camera 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.
Problem Cause and Remedy
Automatic Setup
fails using Setup
Program.
• More than 20 minutes have passed, after turning the camera
on.
Disconnect the plug of the AC cord from the outlet, and
reconnect it again. Set up the camera again.
• Multiple camera IP addresses are overlapping.
Viewnetcam.com
registration fails
using Setup
Program.
4
If you install multiple cameras, turn the camera on one by
one.
• Your PC is not connected to the Internet through the router.
Configure the router for the Internet connection from your
PC following the router manual. And register with the
Viewnetcam.com service.
• 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
Setup Program
does not list any
cameras.
Setup Program
fails to complete
successfully.
UPnPTM port
forwarding setup
fails.
• Your firewall or antivirus software is blocking the connection.
To avoid any possible problems, temporarily disable any
firewall or antivirus software, and set up the camera again.
If you cannot disable your firewall or antivirus software, you
can set up the camera using the MAC address (see Getting
Started).
• The camera is connected over a different network.
Set up the camera from a PC under the same router.
• Confirm that an IP address is assigned to your PC.
If the IP address is not assigned to your PC, assign it to your
PC (see page
175 of the Operating Instructions on the
Setup CD-ROM).
• Network problems may occur during setup.
Confirm that your network is working. Disconnect the plug
of the AC cord from the outlet, and reconnect it again. Then
set up the camera again.
• More than 20 minutes have passed, after turning the camera
on.
Disconnect the plug of the AC cord from the outlet, and
reconnect it again. Set up the camera again.
• UPnPTM is disabled on the router.
Enable UPnPTM on the router following the router manual.
• The camera is turned on before the router is turned on.
Turn the router on first, and then turn the camera on.
• The default gateway is not set, or the settings are wrong.
Set the default gateway correctly (see page 51 of the
Operating Instructions on the Setup CD-ROM).
• The router does not support UPnPTM.
Enable port forwarding on your router following the router
manual.
5
Troubleshooting
Problem Cause and Remedy
The camera IP
address and port
number have
been forgotten.
The password
has been
forgotten.
Error is displayed
on the camera
status by the
Setup Program.
• Clicking [Camera Setup] on the Setup Program displays the
camera list. The camera list shows the MAC address labeled
beside the Ethernet (LAN) port. The camera IP address and
port number are shown next to the MAC address.
• Press the FACTORY DEFAULT RESET button to reset the
camera to default. Set up the camera again.
• The Setup Program causes the error message.
Disconnect the plug of the AC cord from the outlet, and
reconnect it again.
6
Camera Image/Page Display
Problem Cause and Remedy
Troubleshooting
The Top page is
not displayed.
• The camera IP address has changed.
Enter the new IP address in the address bar of the web
browser.
• Wrong IP address class is assigned to the camera.
IP addresses of the PC and the camera must be in the same
local IP address class. Set the IP address correctly (see
page
175 of the Operating Instructions on the Setup CD-
ROM).
• The router does not allow access to the camera under the router
with the global IP address.
If you access the camera on the LAN, access with the
address for local camera access.
• Router does not have a loopback feature.
Access the camera with the local network IP address.
• You entered IPv6 address in the Internet Explorer.
Internet Explorer does not support IPv6 address access. Use
DynamicDNS services like Viewnetcam.com service.
• 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
179 of the Operating Instructions on the Setup CD-ROM).
7
Troubleshooting
Problem Cause and Remedy
The Top page is
not displayed.
• The connection type is wrong (see page 55 of the Operating
Instructions on the Setup CD-ROM).
If the camera is not connected to the network in the [Auto
Negotiation] setting, set up the camera and the router seeing
the following table.
Network Camera
Router or hub
Auto Negotiation
100Base-
TX
10Base-T
Full Duplex
Half Duplex
Full Duplex
Half Duplex
Auto
Negotiation
—
—
100Base-TX
Full
Duplex
—
—
—
—
Half
Duplex
—
—
—
10Base-TX
Full
Duplex
Half
Duplex
—
—
—
——
—
—
• The default gateway or DNS server addresses may be wrong.
The correct IP addresses are required especially when you are
using the Viewnetcam.com service.
Assign the correct default gateway and DNS server
addresses (see page 51 of the Operating Instructions on the
Setup CD-ROM).
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