Section 23 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 link indicator lit?
When it is not lit, connection to a LAN may not be established or a network may be not working correctly. Check if the cables have any contact failure or if the wiring is correct or not.
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.)
Installation Guide
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
Cannot access from the web browser.
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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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.
 
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. 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.
 
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 the 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.
 
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.
Cannot 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 [DDNS] 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.
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.
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 processing.
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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 the refresh interval may become slower when two or more users browse the camera images simultaneously.
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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.
 
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 [Network] tab, and access the camera again.
 
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 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.
 
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 [Network] tab, and access the camera again.
 
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.
A 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.
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User 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.
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Cannot obtain images on the SD memory card.
Is “Allow” selected for “FTP access to camera” on the [Network] tab of “Network” page?
It is necessary in advance to select “Allow” for “FTP access to camera” on the [Network] tab of the “Network” page.
 
Is the entered password correct?
Restart the web browser and enter the password again.
 
Access to the SD memory card may be failed. Restart the web browser and retry to obtain images.
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Images suddenly stopped displaying.
This problem may be caused by Internet Explorer automatic updating.
Perform the following procedure.
When using Internet Explorer 8, Internet Explorer 9 or Internet Explorer 10:
The problem may be solved by selecting the “Display all websites in Compatibility View” check box in [Tools] - [Compatibility View settings] of Internet Explorer.
When using Internet Explorer 11:
Enter the IP address of the camera in the “Add this website” box in [Tools] - [Compatibility View settings] of Internet Explorer 11, and press the [Add] button. After the setting is completed, close the web browser once, then start it again.
Clear the [Delete browsing history on exit] check box on the [General] tab in [Tools] - [Internet Options].
If this check box is not cleared, the IP address information registered on the “Compatibility View settings” screen will also be deleted when you exit the web browser.
Refer to the following web page for precautions and verification information to be noted for each version of Internet Explorer.
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The “Install the viewer software.” message is displayed on the blue screen, and live images are not displayed.
Does the PC have the viewer software installed? Install the viewer software from the provided CD-ROM, with administrator rights.
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The following message is displayed when you gain access via the web browser: “The viewer software is not installed. Installation of the viewer software will start.” You have pressed the [OK] button to install the viewer software, but a “Install the viewer software.” message is displayed and installation does not start.
Is ActiveX filtering, a function of Internet Explorer 9 and later versions, enabled in Internet Explorer? Disable ActiveX filtering before installing the viewer software on the PC.
How to disable ActiveX filtering:
Clear the [ActiveX Filtering] check box in [Tools]. The check mark on the extreme left is not displayed if ActiveX filtering has already been disabled.
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The “Install the viewer software.” message is displayed on the blue screen, and live images are not displayed.
Does the PC have the viewer software installed?
Install the viewer software from the provided CD-ROM, with administrator rights.
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The following message is displayed when you gain access via the web browser:
“The viewer software is not installed. Installation of the viewer software will start.”
You have pressed the [OK] button to install the viewer software, but a “Install the viewer software.” message is displayed and installation does not start.
Is ActiveX filtering, a function of Internet Explorer 9 and later versions, enabled in Internet Explorer?
Disable ActiveX filtering before installing the viewer software on the PC.
How to disable ActiveX filtering:
Clear the [ActiveX Filtering] check box in [Tools].
The check mark on the extreme left is not displayed if ActiveX filtering has already been disabled.
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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 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.
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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, 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 7, 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.
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Images are displayed blurry.
Is there dust or dirt on the dome section?
Check if there is no dust or dirt on the dome section.
When defocusing is caused by the camera position being moved, carry out the position refresh to correct the focus.
Installation Guide
Is “Limited (around 1.5 m)” selected for “Focus Distance” on the [Cam. Function] tab?
Change the setting to “Unlimited”.
The upper part of images becomes a little dark.
This is not malfunction.
When the camera is used with the tilt angle near horizontal (near 0°) or higher (0° or higher), as the camera is operated to zoom to the “Tele” side, the upper part of images may become a little dark.
Installation Guide
Cannot adjust the focus correctly.
Is there dust or dirt on the dome section?
Clean the dome section.
Installation Guide
Are photographic subjects hard to focus on with the auto focus function?
Adjust the focus manually.
Is “Limited (around 1.5 m)” selected for “Focus Distance” on the [Cam. Function] tab?
Change the setting to “Unlimited”.
The image is not being refreshed.
Depending on the version of your browser, there might be difficulties refreshing the picture, etc.
Installation Guide
 
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].
Flicker appears on the screen.
When flicker occurs frequently, select “Indoor scene” for “Light control mode”.
The 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.
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.
Installation Guide
The 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.
The movement of the camera automatically changes.
Check the settings for the self return function.
Images cannot be saved on the SD memory card.
 
Failed to write/read data on the SD memory card.
 
Live indicator lights red.
Is the SD memory card inserted correctly?
Check if the SD memory card is inserted correctly.
Installation Guide
Is the SD memory card formatted?
Format the SD memory card.
Isn’t the write protect switch set to “LOCK”?
When the write protect switch is set to “LOCK”, available size/total size indication of the SD memory card to be displayed on “Remaining capacity” of the [SD memory card] tab will be “********KB/********KB”.
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Is “--------KB/--------KB” displayed on “Remaining capacity” of the [SD memory card] tab?
Format the SD memory card.
Is any recognition error received when the “Diag.” of “E-mail notification” or “Panasonic alarm protocol” is used?
Format the SD memory card.
Isn’t the SD memory card out of order?
There are limited times to overwrite on an SD memory card. When frequently overwritten, it may be at the end of product life. It is recommended to replace the SD memory card.
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Cannot transmit audio to the camera.
Are the microphone and the speaker connected correctly and firmly?
Confirm that they are connected correctly and firmly.
Installation Guide
 
Is the viewer software installed on the PC?
Confirm that the viewer software “Network Camera View 4S” is installed.
Audio 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”. Set the audio encoding format of the products to “G.726 (32 kbps).”
The alarm occurrence indication button, the [AUX] buttons and the SD recording status indicator 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.
 
Is “Real time” selected for “Alarm status update mode”?
No image is displayed on the “Live” page.
Press the [F5] key on the keyboard of the PC or click the [Live] button.
Shortcut 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.
Cannot download the log list.
Download of files using Internet Explorer may be disabled.
Click “Internet Options...” on the [Tools] menu of Internet Explorer, and [Security] tab. Then, click the [Custom level...] button to open the “Security Settings” window. Under “Downloads”, select “Enable” for “Automatic prompting for file downloads” (except Internet Explorer 9, Internet Explorer 10, Internet Explorer 11). Click the [OK] button. The warning window will be displayed. Click the [Yes] button.
After changing the settings, close the web browser, and then access the camera again.
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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 the [Delete Files...] button in the “Temporary Internet Files” section on the [General] tab.
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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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No indicator lights.
Is “Off” selected for “Indicator” on the “Basic” page?
Select “On” for “Indicator”.
H.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”.
When 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.
1.
Right-click on the desktop and select “Properties” from the displayed pop-up menu.
2.
Select “Settings” from “Display Properties”, and then click the [Advanced] button.
3.
Click the [Troubleshoot] tab and disable the DirectDraw acceleration by adjusting the level of Hardware acceleration.
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”.
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Information Bar
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 will not be affected.
When using Internet Explorer 9 or Internet Explorer 10:
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.
When using Internet Explorer 7.0 or Internet Explorer 8.0:
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.
Symptom
Cause/solution
Reference pages
The following message is displayed on the information bar.
“Pop-up blocked. To see this pop-up or additional options, click here...” (Internet Explorer 7 or 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.
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The following message is displayed on the information bar.
“Internet Explorer blocked a pop-up from ***.***.***.*** (IP address).” (Internet Explorer 9 or Internet Explorer 10, Internet Explorer 11)
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`.” (Internet Explorer 9 or Internet Explorer 10)
Select [Allow].
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The following message is displayed on the information bar.
“This site might require the following ActiveX control 'nwcv4Ssetup.exe' from 'Panasonic Corporation'. Click here to install...” (Internet Explorer 7 or 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.
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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`.” (Internet Explorer 9 or Internet Explorer 10)
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 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.
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Images do not fit in the frames.
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)”.
When using Windows Vista:
Right-click on the screen and click “Personalize” → “Adjust font size (DPI)”, and then select “Default scale (96 DPI)”.
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