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 link indicator (LINK) 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 “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 “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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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 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 [Advanced] 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. 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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Cannot access the camera from a mobile terminal or a tablet device.
For mobile terminals:
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.
For tablet devices:
Is the URL correct?
Check if the URL is entered correctly.
 
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 [Advanced] 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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No image is displayed.
 
Is the viewer software installed on the PC?
Install the viewer software on a PC.
When performing a recording of a stream with a high bit rate on the SD memory card, there may be cases where live image of the same stream cannot be displayed.
When it is necessary to display the live images of the stream, improve by performing either of the following.
Lower the bit rate of the stream being recorded on the SD memory card.
Monitor live images of other stream or JPEG live images.
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.
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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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].
Flicker appears on the screen.
When flicker occurs frequently, select “Indoor scene” for “Light control mode”.
Images cannot be saved on the SD memory card.
 
Failed to write/read data on the SD memory card.
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.
Is “----------MB/----------MB” 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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The alarm occurrence indication button 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 5S” 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.
Enable “File Download” in the “Security Settings” window ([Internet Options] - [Security]). 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] button of [Browsing history].
3.
Check only the “Temporary Internet files and website files” checkbox in [Delete browsing history], and 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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No indicator lights.
Is “Off” selected for “Indicator” on the “Basic” page?
Select “On” for “Indicator”.
Failed to download recorded data from the image playing screen in the browser.
You may not be using Internet Explorer with administrator rights. After shutting down all of the open Internet Explorer windows and tabs, restart Internet Explorer by right-clicking the Internet Explorer icon in the Start menu and selecting “Run as Administrator”.
In the “Name of the destination directory for downloaded images” settings, specify a directory that general users can write to.
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: `nwcv5Ssetup.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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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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