Section 20 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 power of the unit on?
Check if the power of the unit is turned on.
Installation Guide
 
Is the LAN cable (category 5 or better, straight, STP*) firmly connected to the network connector of the unit?
*E model only
Installation Guide
Is the live 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
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 unit”.
If there is reply from the unit, 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 unit. If the firewall settings on the PC are enabled, temporarily disable them before performing settings on the unit.
Start the Panasonic “IP Setting Software”, confirm the unit's IP address, and then access that IP address.
If the network settings (IP address, subnet mask, and default gateway) are incorrect, reboot the unit 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 unit will be configured to “192.168.0.10” when the unit is rebooted by holding the INITIAL SET button on the unit. After the unit is initialized, access the unit and set the IP address again. (When the unit is initialized, all the settings of the unit 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 unit. The number used by the unit: 20, 21, 23, 25, 42, 53, 67, 68, 69, 110, 123, 161, 162, 443, 554, 995, 10669, 10670, 52000, 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 unit and the PC are connected in the same subnet:
Are the IP addresses of the unit and the PC set in a common subnet? Or is “Use Proxy Server” for the settings of the web browser checked?
When accessing the unit in the same subnet, it is recommended to enter the address of the unit in the “Don’t Use Proxy For These Addresses” box.
When the unit and the PC are connected in the different subnet:
Is the IP address of the default gateway set for the unit correct?
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Is the name currently used to access the unit different from the name registered for the “Viewnetcam.com” service?
Access the unit 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 unit via the Internet.
Are the network settings of the unit 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 unit 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.
 
Are you accessing the unit using the local address (the IP address used in a local network)?
When accessing the unit, use the global address (or the URL registered in the DDNS service) and the port number of the unit as the IP address to be used in the Internet.
Cannot access the unit via the URL of the “Viewnetcam.com” service.
Is the global address of unit (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 unit. If the global address is not displayed for the IP address, access the unit, 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 unit, when changing the user name and password of another user logging into the unit 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 unit again.
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It takes time to display the screen.
Are you accessing the unit in the HTTPS mode?
In this mode, the refresh interval becomes slower due to decode procession.
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Are you accessing another unit 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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Cannot access the unit 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 unit from a cellular phone, it is necessary to enter “/mobile” at the end of the URL that is used for the unit access from a PC.
 
Is the SSL encryption method different from that of the unit?
Select “HTTP” (Do not select “HTTPS”) for “HTTPS” - “Connection” on the “Network” page - the [Network] tab, and access the unit 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 unit 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 unit from a mobile terminal, it is necessary to enter “/cam” at the end of the URL that is used for the unit access from a PC.
 
Is the SSL encryption method different from that of the unit?
Select “HTTP” (Do not select “HTTPS”) for “HTTPS” - “Connection” on the “Network” page - the [Network] tab, and access the unit 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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No image is displayed.
 
Is the viewer software installed on the PC?
Install the viewer software on a PC.
Is the power of the connected camera turned on?
Turn the power on for the connected camera.
Is the BNC coaxial cable connected correctly to the video input?
Check the video input connection.
Installation Guide
Is the version of DirectX® 9.0c or later?
Check the version of DirectX as follows.
1.
Select “Run...” from the start menu of Windows.
2.
Enter “dxdiag” in the displayed dialog box and click the [OK] button.
If the version of DirectX is older than 9.0c, upgrade it.
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Is the cellular phone in use support the 320×240, 640×480, D1 (720×480) (NTSC), or D1 (720×576) (PAL) 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 7.0, Internet Explorer 8.0, or Internet Explorer 9.0:
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.
When using Internet Explorer 6.0:
Click the [Settings...] button in the [Temporary Internet Files] section on the [General] tab, and then select [Every visit to the page] for [Check for newer versions of stored pages:] on the [Settings] window.
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Images are not displayed correctly.
Do the video input settings (NTSC or PAL) of the connected camera match the “Video input” settings on the [JPEG/H.264] tab of the “Image” page?
Change the “Video input” settings (NTSC or PAL) to match the settings of the camera.
Images are displayed blurry, not displayed (or too dark), or washed out.
Adjust the settings of the camera connected to the unit.
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 unit, 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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The 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.
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 unit is not displayed on “My Network Places” of the PC.
Is the Windows component of UPnP added?
Add the component to the PC in use.
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 unit.
Exclude the port number of the unit from the list of the port numbers to be filtered by the anti-virus software.
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The live indicator is not lit.
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 may not be displayed.
In this case, delete “Network Camera View 3” from the PC and then install “Network Camera View 4S”.
Displayed images are distorted.
Images may be distorted when non-interlace signals, VCR (VTR) signals or signals not compliant with the standard in your locality are transmitted.
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Black bars are displayed on both edges of the screen.
When the picture (camera) mode is D1, due to the standard of video signal, black bars appear instead of images on both edges of the screen. Black bar(s) also appear(s) even in the VGA mode when signals not compliant with the standard in your locality are transmitted.
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The connected camera cannot be controlled.
Confirm that “On” is selected for “RS485 transmission” on the [RS485] tab.
Confirm that each of the settings on the [RS485] tab match the settings of the connected camera.
If Pan/Tilt/Zoom functions cannot be operated for Panasonic cameras, you must select “Custom” for “Protocol” on the [RS485] tab of the “Image” page and upload the command table to the unit. For further information, refer to our website (http://security.panasonic.com/pss/security/support/info.html).
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 XP 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.
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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 may not be affected.
When using Internet Explorer 9.0:
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.
When using Internet Explorer 6.0, 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 6, 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.
“This webpage wants to run the following add-on: `WebVideo Module' from `Panasonic Corporation`.” (Internet Explorer 9)
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 6, 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)
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 Setting” 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 are not fit in the frames.
When “120 DPI” is selected for “DPI setting”, they may not be displayed correctly.
Click the “Settings” tab on the “Properties” window of “Screen” (in the control panel), and then click the [Advanced] button. Change the “DPI setting” as necessary.
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