3.2 Troubleshooting
Before asking for repairs, check the symptoms with the following table.
Contact your dealer if a problem cannot be solved even after checking and trying the solution in the table or a problem is not described below.
Symptom
Cause/solution
Reference pages
Cannot access from the web browser.
Is the LAN cable (category 5e or better) firmly connected to the network connector of the camera?
Installation Guide
Is the power of the camera on?
Check if the power of the camera is turned on.
Installation Guide
Are the set IP addresses valid?
Are you accessing the wrong IP address?
Check the connection as follows.
With the Windows command prompt, > ping “IP address of the camera”.
If there is reply from the camera, the connection is normal.
If there is no reply, check the connection with the following methods using a computer connected to the same network as the camera. If the firewall settings on the PC are enabled, temporarily disable them before performing settings on the camera.
Start the Panasonic “IP Setting Software”, confirm the camera's IP address, and then access that IP address.
If the network settings (IP address, subnet mask, and default gateway) are incorrect, reboot the camera and change the network settings by using the Panasonic “IP Setting Software” within 20 minutes after the restart.
In networks that do not have a DHCP server, the IP address of the camera will be configured to “192.168.0.10” when the camera is rebooted by holding the INITIAL SET button on the camera. After the camera is initialized, access the camera and set the IP address again. (When the camera is initialized, all the settings of the camera previously configured on the setup menus will be initialized.)
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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 - 61000
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?
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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.
Cannot access the camera via the Internet.
Are the network settings of the camera correct?
Set the default gateway or DNS server address correctly.
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.
 
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. Refer to the manuals provided with the router for further information.
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.
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Authentication 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. Close the browser and access the camera again.
Have you changed the [Authentication] setting?
When the [Authentication] setting has been changed, close the web browser, and then access the camera again.
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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.
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Are you accessing another camera in the same local network via a proxy server?
Configure the web browser to not use the proxy server.
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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.
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No image is displayed.
Is the viewer software installed on the PC?
Install the viewer software on a PC.
 
Is the cellular phone/tablet terminal in use support the 320×240 or VGA resolution? Or is the image data size too big to display images on the cellular phone/tablet terminal?
Refer to the manuals provided with the cellular phone/tablet terminal in use for the restrictions of image data sizes.
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No image is displayed. / Older images or logs are displayed.
When [Check 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.
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.
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Images are displayed blurry.
Is the focus adjusted correctly?
Check if the focus is adjusted correctly.
Installation Guide
Out-of-focus occurred immediately after turning on the power.
After turning on the camera, temporarily out-of-focus occurred while focusing and zoom adjustment were being performed.
The image is not being refreshed.
Depending on the version of your browser, there might be difficulties refreshing the picture, etc.
Basic 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.
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No image is displayed (or too dark).
Is the brightness setting set at an appropriate level?
Click the [Normal] button of [Brightness].
Images are displayed washed out.
Is the brightness setting set at an appropriate level?
Click the [Normal] button of [Brightness].
Is there a log about failure for the IR light or internal camera fan in “System log” of “Maintenance”?
If the log is displayed, the IR light or internal camera fan may be damaged. Contact the dealer for further information.
Is the IR light off?
Turn the IR light on in the image adjust screen.
No image is displayed on the “Live” page.
Press the [F5] key on the keyboard of the PC or click the [Live] button.
Images 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 [Delete] of [Access History].
3.
Only check [Temporary Internet Files and Website Files] in [Deleting Access History] and then click the [Delete] button.
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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.
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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.
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Information Bar
The “Information Bar” () expressed in the following symptom and solutions will be displayed just below the address bar only when there is information to communicate.
Depending 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.
Symptom
Cause/solution
Reference pages
The following message is displayed on the information bar.
“Internet Explorer blocked a pop-up from ***.***.***.*** (IP address).”
Select “Options for this site” → “Always allow”.
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The following message is displayed on the information bar.
“This webpage wants to run the following add-on: `WebVideo Module' from `Panasonic Corporation`.”
Select [Allow].
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The following message is displayed on the information bar.
“This webpage wants to install the following add-on: `nwcv4Ssetup.exe' from `Panasonic Corporation`.”
Select [Install]. The “Security Warning” window will be displayed. Click the [Install] button on the displayed “Security Warning” window.
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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 Web content zone to specify its 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.
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With Windows 10, the dialog message or error message may contain a line break, or some part of the message may not be displayed.
Changing the PC setting may solve this problem. Right-click on the desktop, click “Display settings”, move the slider of “Change the size of text, apps, and other items” and change the setting.
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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 lager or smaller”, and then move the slider of “Change the size of all items” to “Smaller” so that the screen becomes the recommended size.
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