Panasonic OneHome KX-HCM110A Troubleshooting Manual

Text of Panasonic OneHome KX-HCM110A User Guide:

• Troubleshooting Network Camera Model No. KX-HCM110A Table of Contents Trademarks .......................................................................... 2 Abbreviations....................................................................... 2 Troubleshooting................................................................... 3 Indicator Error Codes ...............

• Troubleshooting 2 Trademarks • Microsoft, Windows and ActiveX are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. • All other trademarks identified herein are the property of theirrespective owners. • This software is based in part on the work of the Independent JPEGGroup. Abbreviations • UP

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 3 Troubleshooting The Panasonic Network Camera support website "http://panasonic.co.jp/pcc/ products/en/netwkcam/" includes various technical information other than the contents in this troubleshooting section. Access it if problems occur. Indicator Error Codes Problem Cause and Remedy Indicator lights or blinks orange. • Ethernet cable is not connected properly. Connect the Ethernet cable properly. • PC, Ethernet hub or router is not working. Confirm that PC, Ethernet hub and router is working. Indicator continues blinking

• Panasonic OneHome KX-HCM110A, Troubleshooting 4 Camera Setup Difficulties Note If you are experiencing any problems, it is recommended that you temporarily disable all firewall, pop-up killer, and virus detection software. Once the problem is identified and corrected, you can restart the Setup Program. Indicator does not light up. • Indicator display is disabled. Check if the indicator control is disabled (see page 133 of the Operating Instructions on the Setup CD-ROM). • Confirm that the standard AC adaptor PQLV202 (Order No. PQLV202Y) is being used. Indicator continues blinking red. • The camera may be malfunctioning

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 5 DynamicDNS registration fails using Setup Program. • The router-connected PC has failed to access the Internet. Refer to the router's manual and try to connect to the Internet through your PC. Once Internet connection has been confirmed, you can register to DynamicDNS. Setup Program does not list any cameras. • Your firewall or antivirus software is blocking the connection. To avoid any possible problems, temporarily disable any firewall or antivirus software, and

• Panasonic OneHome KX-HCM110A, Troubleshooting 6 The camera IP address and port number have been forgotten. • Clicking [Camera Setup] on the Setup Program displays the camera list. The camera list shows the MAC address labeled beside the Ethernet (LAN) port. The camera IP address and port number are shown next to the MAC address. The password has been forgotten. • Press the FACTORY DEFAULT RESET button to reset the camera to default. Set up the camera again. Error is displayed on the camera status by the Setup Program. • The Setup Program causes the error message. Disconnect the plug of the AC cord from the outlet, and reconnect it again. Problem Cause and Remedy

• Troubleshooting [For assistance, please call: 1-800-272-7033] 7 Camera Image/Page Display Problem Cause and Remedy The Top page is not displayed. • The camera IP address has changed. Enter the correct IP address in the address bar of the web browser. • You entered IPv6 address in the Internet Explorer. Internet Explorer does not support IPv6 address ac

• Panasonic OneHome KX-HCM110A, Troubleshooting 8 The Top page is not displayed on the LAN. • The connected router does not have a loopback feature. Access the camera with the local network IP address. • The wrong IP address class is assigned to the camera. If you access the camera on the LAN, the PC IP address and the camera IP address must be set in the same class. Set the camera IP address same as the class of the PC IP address (see page 159 of the Operating Instructions on the Setup CD-ROM). • The web browser is accessing the proxy server. Set the web browser to access

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 9 The Top page is displayed on the LAN, but not displayed from the Internet. • The default gateway address may be wrong. Set the correct default gateway address (see page 43 or page 48 of the Operating Instructions on the Setup CD- ROM). • UPnP TM is disabled on the router. Enable UPnP TM on the router following the router manual. • Port forwarding is not enabled on the router (see page 64 of the Operating Instructions on the Setup CD-ROM). Enable port forwarding seeing the router manual for details. • Firewalls such as packet filtering on the router is blocking camera access. Set the router to allow acce

• Panasonic OneHome KX-HCM110A, Troubleshooting 10 Camera image is not displayed. • ActiveX ® Controls are not installed in Internet Explorer. ActiveX Controls should be installed to display video (Motion JPEG). For the ActiveX Controls installation method, see page 19 of the Operating Instructions on the Setup CD-ROM when using Microsoft ® Windows ® XP Service Pack 2, or see page 18 of the Operating Instructions on the Setup CD-ROM when using other operating systems. • The network is congested. Pages may not be displayed immediately. Wait for a while. • The web browser is accessing the proxy server. Set the web

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 11 Image is out of focus. • The lens cover has dust, dirt, fingerprints or droplets on it. Clean the lens cover with a dry cloth (see page 158 of the Operating Instructions on the Setup CD-ROM). • The object is too close to the camera. The camera cannot focus at short distances (less than 0.5 m [about 20 inches]). Locate the object more than 0.5 m (about 20 inches) away from the camera. The color on the image is strange. • White balance does not work well. Adjust the white balan

• Panasonic OneHome KX-HCM110A, Troubleshooting 12 The image refreshes very slowly. • Multiple users are accessing the camera. If multiple users are accessing the camera, the image refreshes slowly. • You are not using an Ethernet switching hub. If you view multiple cameras on the Multi-Camera page, the image refreshes slowly. Use an Ethernet switching hub. • The image may refresh slowly, depending on image resolution, image quality, network traffic, PC performance, enabling IPsec or what object you view. • The Max. bandwidth usage is limited. Increase the max. bandwidth usage on your network (see page 43 or page 48 of the Operating Instructions on the Setup CD-ROM). • The camera

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 13 Operation Bar Problem Cause and Remedy Pan/tilt, click to center and preset features do not work. • Your PC is not connected to the camera. Click [Refresh] on the web browser. Confirm that the image refreshes, and operate the pan/tilt functions. • The camera is not turned on. Confirm that the camera is turned on. • Multiple users are operating the camera simultaneously. Wait for a while, and access the camera again. • The pan/tilt reaches its end. Confirm that the end display is displayed on the operation bar. • The pan/tilt range is restricted. Adjust the pan/tilt range settings (see

• Panasonic OneHome KX-HCM110A, Troubleshooting 14 Audio Problems Problem Cause and Remedy Listen button is displayed gray. • The [Input] setting is set to [Disable] on the Audio page. Change it to [Enable]. (See page 78 of the Operating Instructions on the Setup CD-ROM) • In the access level settings on the General User page, [Listen] is not permitted. Permit [Listen]. (See page 84 of the Operating Instructions on the Setup CD-ROM) Talk button is displayed gray. • The [Output] setting is set to [Disable] on the Audio page. Change it to [Enab

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 15 Audio cannot be heard on the computer. • The Listen button appears like this: Click the Listen button. (It will change to .) The number of simultaneous access for the audio is exceeding the limit. • The Listen button is displayed gray. [Listen] is not permitted on the General User page. Permit it. (See page 84 of Operating Instructions on the Setup CD- ROM) • The volume is set to minimum. Adjust the volume on the volume adjustment toolbar. • The computer volume is set to mute or minimum volume. Open the PC's Volume Control window, and clear the o

• Panasonic OneHome KX-HCM110A, Troubleshooting 16 Audio is not produced from an external speaker connected to the camera. • The Talk button appears like this: Click the Talk button. (It will change to .) • The Talk button is gray. [Talk] is not permitted on the General User page. Permit it. (See page 84 of Operating Instructions on the Setup CD- ROM) • Microphone is not selected on your PC's volume control screen. Click [Options] [Properties] , and check [Recording] on the Volume Control window. In the "Show the following volume controls" column,

• Troubleshooting [For assistance, please call: 1-800-272-7033] 17 Noise can be heard. • The plug of the external microphone or speaker is dirty. Wipe the connection terminal of the microphone or speaker. • The external microphone or speaker is not connected properly. Correctly connect the external microphone or speaker. • The audio from your PC speaker is being caught by your PC microphone,

• Troubleshooting 18 Image Buffer/Image Transfer Problem Cause and Remedy The camera does not transfer the image by E-mail or FTP. • Errors have occurred on the way to the E-mail or FTP server. See the Protocol column on the Status page (see page 135 of the Operating Instructions on the Setup CD-ROM), and check if the error is displayed. • The default g

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 19 IPv6 Problem Cause and Remedy The Top page is not displayed with the IPv6 address. • The IPv6 address is not set on the camera. Check if the IP address and default gateway are displayed in the network (IPv6) column of the status page (see page 135 of Operating Instructions on the Setup CD-ROM). If neither or only one is displayed, it is possible that the connection is incorrect or that the IPv6 router is not set properly. Set them correctly. • The IPv6 has not been set up on your PC. IPv6 is not set up in Windows XP when purchased. Change the settin

• Panasonic OneHome KX-HCM110A, Troubleshooting 20 IPsec Problem Cause and Remedy The camera cannot be accessed in transport mode. • IPsec policy settings are restricted. Decrease the number of computers connected simultaneously, and wait for a while, or shorten the lifetime in the PC's IPsec settings. • IPsec settings have not been set on your PC. Set IPsec settings on your PC. See the Panasonic Network Camera support website (http://panasonic.co.jp/pcc/ products/en/netwkcam/) for how to do this. • The pre-shared key is not set correctly. Set the same pre-shared key for the camera and your PC (see page 55 of Operating Instructions on th

• Panasonic OneHome KX-HCM110A, Troubleshooting [For assistance, please call: 1-800-272-7033] 21 E-mail or FTP transfer cannot be sent in transport mode. • The network settings are not set correctly. Cancel the IPsec settings on the server, PC and camera, and check that the camera images can be transferred. If they can be transferred, the IPsec settings were not set correctly. Set them correctly (see page 55 of Operating Instructions on the Setup CD-ROM). • The pre-shared key is not set correctly. Set the same pre-shared key for the camera, and server (see page 55 of Operating Instructions on the Setup CD-ROM). • There is a e-mail server or FTP server within the tunnel mod

• Panasonic OneHome KX-HCM110A, Troubleshooting 22 Miscellaneous Problem Cause and Remedy ActiveX cannot be installed. • Security software disables the ActiveX installation. Close the security software, and install the ActiveX again. The firmware is not updated. • The firmware updating is not completed due to power off, network failure or other causes. Update the firmware again following the next procedures. * 1 See page 137 of the Operating Instructions on the Setup CD- ROM about updating firmware. Shortcut icon is not displayed in the My Network Places folder. • UPnP TM Windows com

• Panasonic OneHome KX-HCM110A, KK0305YT1056 PSQX3769ZB Panasonic Consumer Electronics Company, Division of Panasonic Corporation of North America 2005 Panasonic Communications Co., Ltd. All Rights Reserved. Panasonic Puerto Rico, Inc. Carefully pack your unit, preferably in the original carton. Attach a letter, detailing the symptom, to the outside of the carton. Symptom The information in this document is subject to change without notice. Send the unit to an authorized servicenter, prepaid and adequately insured. Do not send your unit to the Panasonic Consumer Electronics Company listed below o

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