Problem
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Cause and Remedy
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The Operating Instructions are hidden behind the program screen and are not displayed.
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By pressing Alt+Tab you can move the Operating Instructions to the foreground.
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When the cursor is placed over an area other that the camera screen or a button, it is displayed as
![]() You can move the entire screen of area where the cursor becomes ![]() Move the screen and select the Operating Instructions.
Double click on areas where the cursor changes to
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The camera image is not displayed.
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The camera is not powered up.
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Turn the camera on.
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The camera IP address is incorrect.
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Set up the camera address correctly using the [Settings] → [Camera Settings] menu buttons.
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The authentication is required for the camera.
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Set up the camera authentication user name and password address correctly using the [Settings] → [Camera Settings] menu buttons.
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Network to which your PC is connected is not working.
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Confirm that the network is working.
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The network is congested.
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Pages may not be displayed immediately. Wait for a while.
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The proxy setting is incorrect.
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If the camera cannot be accessed without a proxy server, the proxy setting should be set on this software. After setting up the Proxy server address correctly on the [Proxy Server] page under [Preferences], set the [Proxy] to [Used] on the [Camera Settings] page.
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There are more than 4 connections to the same camera using this software.
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There is a limit to the number of connections to the same camera using this software (including BB-HNP11). See your camera's user manual for the specification concerning the maximum number of connections.
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Windows Media Player is not installed.
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If the camera image from the portal is not displayed on Windows Server 2008, from the server manager feature displayed in [Start]-[Control Panel]-[Programs and Features]-[Turn Windows features on or off], click [Add Features], select [Desktop Experience], and install Windows Media Player. Camera images can be viewed after Windows Media Player is installed.
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For information on the installation procedure for Windows Server 2012, refer to the Microsoft web site.
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"Register the license key." is displayed on the multi-monitoring page.
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The license registration is not performed.
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Perform the license registration entering registration code and license key at [Help] → [License Registration] on the menu button.
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Timer recording is not working.
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The day of the week is not selected under [Day of the Week Setting] on the timer settings page.
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Select a day of the week to enable timer recording.
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The timer setting is set to [Stop].
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Select [Start] at timer setting on the timer settings page.
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You cannot pan or tilt the camera.
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The camera is set up so that it cannot pan or tilt in network camera settings.
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Permit the pan/tilt operation on the camera's setting.
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The camera does not support pan/tilt operations.
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This software is unstable or does not work.
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Your computer does not meet system requirements.
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Close other applications.
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The audio cannot be listened to during monitoring.
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The camera does not support audio.
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Only cameras that support audio can hear sound.
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The network camera microphone is disconnected. Otherwise, it is nearly disconnected.
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Confirm that the microphone is properly connected.
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Volume setting on your PC is muted or set to minimum.
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Adjust the volume on the volume control window on your PC.
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The speaker is malfunctioning.
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Confirm that the speaker is working.
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Audio cannot be listened while viewing recorded images of the camera with audio.
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[Image Only] is selected under [Recording Data] on the [Image Settings] page.
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If [Image Only] is selected, the audio is not recorded. Select [Audio and Image] to record audio.
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Audio is not synchronized with images on the monitoring or playback.
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Audio delays 1 or 2 seconds after the image. Audio may be interrupted or the image may be paused. This is not a problem.
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The resolution and image quality control do not function with this software.
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The resolution and image quality control set on the camera do not function with this software.
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The Operating Instructions are not displayed when the help button is pressed.
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Set files with "HTA" extensions to associate with Microsoft® HTML Application host.
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Security software is operating.
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Temporarily stop the security software, or perform settings such as allowing connections to the software. For more information, see your security software manual.
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Image quality decreases when transparency is set for the multi-monitoring or multi-playback window.
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Increase the resolution of the camera recording setting.
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Installation cannot be performed from the CD-ROM.
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CD-ROM installation cannot be performed on computers that have already been installed with the remote client.
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Perform CD-ROM installation after uninstalling the remote client. Once this has been performed, both the remote server and the remote client can be activated.
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Unreadable characters are displayed.
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The display language is not set properly on the PC.
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Please select the display language in the [Region and Language] section of the Control Panel of your Windows operation system. Please refer to the Microsoft website for more information on the setup method for each OS. You may be prompted for the CD-ROM of the OS. Please proceed as instructed by the messages.
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The appropriate section in the Operating Instructions is not displayed when the help button is clicked.
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When Internet Explorer 6 or Internet Explorer 7 is used, there are cases when the lead page is displayed, not the appropriate section of the Operating Instructions.
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Update to Internet Explorer 9 or later version.
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The
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When using the software on Windows 7, Windows 8, Windows 8.1 or Windows Server 2012, the
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Click (
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Cannot perform remote access.
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Windows Server 2008 or Windows Server 2012 is being used as a remote server.
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Perform the following operations in Windows Server 2008.
1.
Click [Start]-[Administrative Tools]-[Windows Firewall with Advanced Security].
2.
Click [Inbound Rules] on the left-hand side panel.
3.
Click [New Rule...] on the right-hand side [Actions] panel.
4.
Select [Program] under rule types and click [Next].
5.
Select [This program path:], specify [ncrcore4.exe] in the installation folder, and click [Next].
6.
Select [Allow the connection] and click [Next].
7.
Check [Domain], [Private], and [Public], and click [Next].
8.
Enter a name (for example, Network Camera Recorder with Viewer Software Ver. 4) and an explanation (for example, remote server), and click [Finish].
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For information on the installation procedure for Windows Server 2012, refer to the Microsoft web site.
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[An access error has occurred.]
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Connections cannot be made because the network camera recorder software versions used on the remote server and client are different. Update the software version on the client. Visit the following website for information on how to update the software:
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In Windows 8, Windows 8.1, Windows Server 2003, Windows Server 2008, or Windows Server 2012:
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The camera portal site cannot be displayed.
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The remote client recording program cannot be installed from the remote server.
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For Windows Server 2003, Windows Server 2008, and Windows Server 2012, perform the following actions.
1.
Select the [Security] tab from [Tools]-[Internet Options].
2.
Select [Internet].
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Select [Custom level...].
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ActiveX controls and plug-ins
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Select [Enable] in [Run ActiveX controls and plug-ins].
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Select [Enable] in [Script ActiveX controls marked safe for scripting].
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Select [Enable] in [Download signed ActiveX controls].
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Scripting
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Select [Enable] in [Active scripting].
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For Windows 8, Windows 8.1, and Windows Server 2012, configure a compatible display mode. For information on the configuration procedure, refer to the Microsoft web site.
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Connect to Internet Explorer with administrator privileges.
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Select the [Security] tab in [Tools]-[Internet Options] and enable Protected Mode.
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On the client side MPEG-4 or H.264 images are not displayed smoothly.
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The size of the data sent from the camera is too large.
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Lower the MPEG-4 or H.264 bit rate in the [Image Settings] of the camera settings.
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E-mails are not sent.
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The E-mail settings are incorrect.
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Correct the settings in [E-mail Settings] in [Preferences].
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E-mails are not created.
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Forward is not selected.
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Select [Forward] in the camera settings of each event detection's settings page.
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There are 100 E-mails waiting to be sent.
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The maximum number of E-mails waiting to be sent is 100. If the number if E-mails waiting to be sent exceeds 100, new E-mails will not be created. Click [Delete] in [Delete Messages Waiting to be Sent] under [E-mail Settings] in [Preferences] to delete waiting messages.
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The registration screen is still displayed after registering the software and starting the operation screen.
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Security software is operating.
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Temporarily stop the security software, or perform settings such as allowing connections to the software. For more information, see your security software manual.
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Recorded images converted to ASF files cannot be played on Windows Media Player of Windows Vista or Windows Server 2008.
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Run Windows Update and install updates for Windows Media Player.
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