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--- Category [Troubleshoot: C10]: 32 hit ---

[No.1 - No.32] / 1
No.1 Images captured by the sensor do not show the subject I want to capture. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
Any of the following are possible causes.
  • The position of the sensor and the lens are different because the "Move to sensor position" is not set under "Lens Position When Triggered".
    In the "Sensor Setting" screen of "Buffer Transfer", select "Move to sensor position". Also adjust the buffer/transfer interval and number of images as necessary.
    Click here for information on confirming sensor operation
  • There may have been an error.
    FAQ "Error in sensor detection"
  • The sensor may have been triggered by a pet or other object.
    You may want to consider changing the physical position of the camera.
No.2 Points to keep in mind when transferring images to a mobile phone via e-mail. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
When setting the camera to e-mail images to a mobile phone, we recommend setting a longer interval time.
If the interval is set too short when the camera is set to send images to a mobile phone, images will be sent more frequently and therefore mobile phone charges may increase.
No.3 How does the indicator on the BL-C10A indicate the camera's status? [Troubleshoot: C10] [Indicator]
(2005/10/13)
Answer... Reason
The following chart explains the status of the camera as shown by the indicator (LED).
 
LED color LED status Possible cause Possible solution
-- Off The incorrect AC adaptor is connected to the camera. Make sure to use the included AC adaptor.
The indicator is turned off. To indicate camera status using the indicator, turn on the indicator using "Indicator Control".
Orange Orange on or orange flashing (after camera is turned on)
The Ethernet cable is not connected properly. Make sure the cable is connected.
The user-supplied hub or broadband router is not functioning properly. Make sure the user-supplied hub or broadband router is functioning properly.
Orange flashing While upgrading the camera's firmware, you unplugged the AC adaptor before the upgrade was finished. Access the camera again with a web browser, then follow the on-screen instructions under "Update Firmware" and update the firmware.
Orange flashing (2 second intervals) The broadband router is turned off. Turn the broadband router on and wait for the Internet connection to be re-established.
There was a UPnP port refresh error. Repeat the "Automatic Setup" procedure described in the Getting Started manual. If the problem still exists, refer to the documentation included with your broadband router and configure the broadband router's port forwarding feature.
Orange on The Ethernet cable is not connected or the camera is not connected to the LAN (Local Area Network). Make sure the cable is connected.
Green Green flashing Automatic setup did not finish correctly. Refer to the Getting Started manual and complete the setup procedure.
The camera could not obtain an IP address from the DHCP server. When "Automatic Setup" or "DHCP" is selected as the connection mode, something may be prohibiting the camera from obtaining an IP address from the DHCP server. Consult your network administrator or service provider.
Green on (Normaloperation) .
Red Red flashing The camera may be malfunctioning. Please contact the place of purchase.
Red on Privacy mode is turned on. To turn off privacy mode, press the privacy button on the front of the camera, or access the camera as an administrator and turn off privacy mode remotely.

No.4 Camera images are not displayed properly. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason

Any of the following are possible causes.

  1. ActiveX is not installed on the computer.
     
    ActiveX is not installed on the computer. In order to view motion images using Internet Explorer, you must download and install ActiveX Control.
    • After clicking "Single" or "Multi" to view motion images, the following screen will appear.


Click yes and download the file.

  • Depending on the security settings of your web browser, the following screen may be displayed.


If this screen is displayed, complete the following steps to change the security level of Internet Explorer.

  • In Internet Explorer, select [Tools] -> [Internet Options] -> [Security].
  • Click "Customize Level".
  • Click "Enable" or "Prompt" for "Download signed ActiveX controls" under "ActiveX controls and plug-ins" (after ActiveX is downloaded and installed, there will be no need to download it again).
  1. If the screen is not displayed after following the steps above, ActiveX Control was not downloaded properly.
    • If ActiveX Control was not downloaded properly (usually it can be downloaded from the Network Camera to the computer), install ActiveX Control by completing the following steps.
      • Insert the Setup CD-ROM, open the "ocx" folder and double-click "ActiveX Inst.exe".
      • Click "Register OCX (ActiveX)".
        Wait for the "Succeeded" dialog box to appear.
      • ActiveX is now installed.
  1. There is too much network traffic.
    If the screen does not appear, wait and access the camera again.
  2. The Network Camera's IP address has changed.
    Enter the new IP address in the address field of your web browser.
  3. If a blue screen is displayed instead of motion images from the camera
    • More then 20 devices are accessing the Network Camera simultaneously.
      Make sure less than 20 devices are accessing the camera simultaneously, or switch to viewing still images instead of motion images.
  4. The web browser used to access the Network Camera is configured to use a proxy server. Configure the web browser to not use a proxy server.

No.5 The camera's single screen (for motion images) will not display. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
ActiveX Control is not installed on the computer.
Complete the steps for installing ActiveX Control.
Click here for more information.
No.6 The camera can not be set up using the Setup CD-ROM. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*20 minutes may have passed since the camera was turned on.
Disconnect and reconnect the AC adaptor, then follow the steps described in the Getting Started manual and setup the camera again.
 
*The camera's IP address is also assigned to another camera (the same address is assigned to 2 cameras).
If more than one camera is installed, turn on the cameras one at a time, allowing some to pass before turning on the next camera.
No.7 I cannot register for Viewnetcam.com service using the Setup CD-ROM. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*The computer connected to the broadband router is not able to connect to the Internet.
Refer to the documentation included with your broadband router and confirm that the computer can connect to the Internet, then try registering for Viewnetcam.com service.
 
*If you do not receive an e-mail containing a link to the Viewnetcam.com service web site, the address you entered when registering may have been incorrect.
Refer to the FAQ found on the Viewnetcam.com web site (information on service registration) and register your e-mail address again.
No.8 Network settings could not be completed using the Setup CD. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*A network error may have occurred while you were making settings. Confirm that your network is performing normally, disconnect and reconnect the camera's AC adaptor, then make the appropriate network settings again.
 
*20 minutes may have passed since the camera was turned on.
Disconnect and reconnect the AC adaptor, then follow the steps described in the Getting Started manual and set up the camera again.
No.9 When setting up the camera using the Setup CD-ROM, the IP address is not displayed in the camera list. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*You may be accessing the camera over the Internet (WAN) instead of over the LAN.
Access and setup the camera using a computer that is connected to the same LAN as the camera.
 
*The computer's IP address is not set.
Confirm that the computer's IP address is set correctly, and set the IP address if necessary. (The setting will depend on whether or not the computer is connected to a broadband router.)
 
*The firewall feature of the computer may be enabled (due to virus software being run on the computer, for example).
Disable the firewall or any virus software on the computer while setting up the camera; enable it after camera setup is complete.
No.10 There is an error when setting port forwarding using UPnP. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*The broadband router's UPnP feature is disabled.
Refer to the documentation included with the broadband router and enable its UPnP feature.
 
*You turned on the camera first and then turned on the broadband router.
Turn on the broadband router first, and then turn on the camera.
 
*The series of numbers which determine the default gateway is not set correctly for the camera's network settings.
Enter the correct numbers. Consult your network administrator or service provider if necessary.
 
*The broadband router does not support UPnP.
Refer to the documentation included with the broadband router and configure the broadband router for port forwarding.
No.11 I don't know the IP address or port number of the camera. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
Display the camera list by starting the Setup Program then clicking "Camera Setup".
 
The camera's MAC address is displayed in the camera list (the MAC address is also printed on the camera, near the Ethernet (LAN) port). The camera's IP address and port number is displayed in the camera list on the same line as the camera's MAC address.
No.12 I forgot the password needed to enter the camera's setup screen. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
There is no way to verify the password.
 
You will need to reset the camera to its default settings.
Disconnect the Ethernet cable from the camera, press the reset button on the camera, reconnect the Ethernet cable, then configure the camera again.
No.13 The camera's top screen does not appear. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason

Any of the following are possible causes.

  • The camera's IP address has changed.
    Enter the camera's new IP address in the address bar of your web browser.
  • The subnet masks of the IP addresses assigned to the computer and to the camera are different.
    If using on a LAN, the IP addresses of the computer and the camera must belong to the same subnet mask. Configure the computer and/or camera so that their IP addresses belong to the same subnet mask.
  • There is too much network traffic.
    There are times when the screen does not appear immediately. Wait and try to access the camera again.
  • The web browser used to access the camera is configured to use a proxy server.
    Configure the web browser to not use a proxy server.
  • The connection type is not set properly.

    If the camera cannot be accessed when the connection type is set to "Auto Negotiation", refer to the table above and set the camera and/or broadband router to match the other's settings.
  • If using the Viewnetcam.com service, the default gateway settings and DNS settings are not correct under the camera's network settings.
    Refer to the setup instructions provided by your service provider and set the camera's default gateway and DNS settings.
  • The camera is malfunctioning.
    Restart the camera; if the problem still persists, contact the place of purchase.

When the camera can be accessed over the LAN but not over the Internet

  • The default gateway is not set correctly for the camera's network settings.
    Enter the correct numbers.
    Consult your network administrator or service provider if necessary.
  • The broadband router's UPnP feature is disabled.
    Refer to the documentation included with the broadband router and enable its UPnP feature.
  • The broadband router is not configured for port forwarding.
    Configure the port forwarding feature.
    Refer to the documentation included with the broadband router.
  • Packet filtering or a similar feature of the broadband router is preventing access from the Internet (WAN).
    Configure the broadband router to allow it to be accessed from the Internet.
    Refer to the documentation included with the broadband router.
  • You are trying to access the camera using the IP address used for local access.
    Access the camera using either the domain name you received from the Viewnetcam.com service plus the camera's port number, or the global IP address of the broadband router plus the camera's port number.
  • You are trying to access the camera that is connected to the same LAN as the computer, but you are using either the domain name you received from Viewnetcam.com plus the camera's port number, or the global IP address of the broadband router plus the camera's port number.
    To access a camera connected to the same LAN as the computer, use the camera's local IP address.
No.14 When using Internet Explorer, only half of the camera image is displayed. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
You are using version 4.X or earlier of Internet Explorer.
 
Upgrade to version 6.0 or later of Internet Explorer.
No.15 A blue screen is displayed instead of images from the camera. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*Privacy mode is turned on.
Either presses the privacy button on the camera, or login to the camera as the camera administrator, turn privacy mode off, then press the [Refresh] button in your web browser to display camera images.
 
*There are too many simultaneous accesses to the camera.
When viewing motion images from the camera, a maximum of 20 accesses can be made simultaneously. Close any unnecessary windows that are displaying motion images, wait for other users to stop accessing the camera, or switch to viewing still images instead of motion images.
 
*Access to the camera is being blocked because the camera is not set to be operational at the current time.
Try to access the camera again during its operational hours. A blue screen is displayed when the camera is accessed during non-operational hours.
No.16 While viewing motion images from the camera, the camera suddenly switched to displaying still images. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
The camera is not malfunctioning.
The camera is set to display motion images for limited amount of time.
 
Under "Image Display", set "Limit time of Continuous Motion JPEG" to "Unlimited".
 
If the camera did not switch to displaying still images, but rather the refresh rate of images becomes too slow, refer to the information found here.
No.17 Camera images are blurry. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*The lens has dust, smudges, or fingerprints on it.
Clean the lens with a cotton swab.
 
*The subject is too close to the camera.
The camera may not be able to focus on images that are closer than 0.5 m (20 inches); make sure the subject is at least 0.5 m (20 inches) from the camera.
No.18 The color of camera images seems unusual. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
*The computer is set to display colors at less than 16-bit resolution.
Open the computer display settings ([Control Panels] -> [Display]) and set the Colors setting to at least 16-bit on the [Settings] tab.
 
*The camera's white balance is not set correctly.
Adjust the camera's white balance ([Setup] -> [Camera]) setting.
[Setting Types]
Auto (default): Adjusts automatically
-Fixed Indoor: Incandescent light (2800 K)
-Fixed Fluorescent (White): White fluorescent light (3600 K)
-Fixed Fluorescent (Daylight): Daylight (4000 K)
-Fixed Outdoor: Sunlight (6000 K)
-Hold: Locks the white balance at the current setting
 
This setting is registered when the home position, sensor position, or a preset position is registered.
No.19 Camera images are noisy. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
Refer to the information below based on the kind of noise you are experiencing.
 
Grainy images (when camera gain is increased)

  • The subject is in an environment that is too dark.
    Brighten or illuminate the environment.

Horizontal bands in the image (flicker noise)

  • The lighting (fluorescent lights, etc.) is too bright.
    When viewing bright (white) images illuminated by fluorescent lights, flicker noise (horizontal bands of noise) may be seen in camera images. Change the subject of the image or adjust the image brightness when viewing the image.
No.20 When viewing still images, old images are displayed. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
Only old images are displayed because of your web browser (Internet Explorer) settings.
Follow the steps below to change the settings.
 
In Internet Explorer, select [Tools] -> [Internet Options] -> [General] tab, click the [Settings] button under "Temporary Internet Files, set "Check for newer versions of stored pages" to "Every visit to the page", then click OK to finish making settings.
No.21 After a drastic change in the image's brightness, it takes several seconds for the camera to adjust the brightness to an appropriate level. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
It can take some time for the camera's CMOS sensor to adjust to an appropriate brightness level after a drastic change in the image's brightness.
 
This is a characteristic of the CMOS sensor (the camera is not malfunctioning); the sensor takes more time to adjust to brightness changes than the human eye does.
 
If the camera is located in an environment that is prone to drastic brightness changes, the camera may not be able to adjust itself to an optimal brightness level; you may need to install the camera in a location that has a more consistent brightness. At the very least, you should install the camera in a location where drastic brightness changes do not affect most of the viewable image.
 
Additionally, keep the following in mind during installation:
<Reference>
Notices included in the Installation/Troubleshooting manual
Do not expose to direct sunlight or halogen light for extended periods of time, as this could damage the CMOS sensor.
No.22 Motion images from the camera refresh slowly. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason

The following are possible causes and solutions:

  • Several users are accessing the camera simultaneously.
    Image refresh rate may be reduced when several users are accessing the camera. Wait and try to access the camera again.
  • You are not using a switching hub.
    Image refresh rate may be reduced when viewing images from multiple cameras in the multi camera screen if you are not using a switching hub. Make sure you are using a switching hub.
  • Image refresh rate depends on the following conditions. Please review each condition.
    Camera settings: Image resolution, image quality, bandwidth limitations
    Environment: Capabilities of the computer being used, network condition, subject of camera images (brightness, etc.)
  • "Max. Bandwidth Usage" (found in the camera's network settings) may be set too low.
    The maximum bandwidth used by the camera can be set to a value between 0.1 Mbps and unlimited; increase the maximum bandwidth to a level that suits your network environment.
    • <Reference>
      Refer to the following image resolutions and file sizes when setting the maximum bandwidth used by the camera. The file size for 1 JPEG file is as follows:(When "Image Quality" is set to "Standard".)
      --160 x 120 pixels, approx. 3 KB (24 Kbit)
      --320 x 240 pixels, approx. 10 KB (80 Kbit)
      --640 x 480 pixels, approx. 18 KB (144 Kbit)*File size can vary on image quality and the subject (brightness, etc.).
  • The camera is in a low-light environment (less than 1 lux), and has therefore automatically switched to Color Night View mode; image refresh rate is reduced and blurring occurs when panning or tilting the lens.
    This is how the camera is designed to performed; to increase the image refresh rate, illuminate the environment (more than 1 lux). Additionally, blurring while panning and tilting will stop when Color Night View mode turns off.
     
    * 1 lux is approximately the same as the brightness of a candle 1 m (3 ft.) away in a dark room.
No.23 Pressing the privacy button does not turn privacy mode on or off. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
"Privacy Button" is not set to "Enable".
 
In the privacy mode screen, check "Enable" under "Privacy Button".
No.24 The Human Detection Sensor is not functioning. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
  • The sensor has not been set.
    Set the sensor from the "Buffer/Transfer" screen.
  • Privacy mode is turned on.
    When privacy mode is turned on, the sensor does not function. Turn of privacy mode by pressing the privacy button or by selecting "Disable" on the "Privacy Mode" screen.
  • An object (including glass, plastic, and other transparent objects) is blocking the sensor.
    Even transparent objects such as glass and plastic can affect the sensor.
    Clear the area of any obstacles.
  • The subjects you wish to detect (people, animals, etc.) may be outside of the sensor's range.
    In order to detect subjects within the range of the sensor, refer to the following information and make the appropriate settings.
    The sensor can detect temperatures and the temperature variations between moving objects (such as people) and the surrounding environment, with a range of approximately 30o horizontally and 85o vertically, from a distance of 5 m (16.4 feet). Therefore, if there is only a small temperature variation, the detection range will also be reduced. When there are no temperature variations, nothing is detected within the range of the sensor. Conversely, if the temperature variation is great, the detection range will be longer.

  • The sensor has dust, smudges, or fingerprints on it.
    Wipe the sensor clean with a soft, dry cloth.
No.25 Error in sensor detection [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
The sensor may not function properly if the camera is installed in the following types of locations. Change the location where the camera is installed.
 
- Areas where the camera is exposed to direct sunlight
- In areas where the camera is exposed to grease or moisture, such as a kitchen
- Areas where the camera is exposed to severe temperature variation, such as near an air conditioner
- Areas where glass or other obstacles are in front of the camera
- Near light-emitting devices which can affect the temperature of the surrounding environment
- Near devices which emit strong electrical fields
No.26 The lens does not move to the sensor position even when the sensor has detected something. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
In the "Sensor Setting" screen of the "Buffer/Transfer" settings, "Lens Position When Triggered" is not set to "Move to sensor position".
 
Set "Lens Position When Triggered" to "Move to sensor position".
No.27 The lens does not pan/tilt. (Click to center and position presets also do not function.) [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
  • The camera and computer are not communicating properly.
    Click the refresh button in your web browser and confirm that the image has been refreshed, and then try to pan or tilt the lens.
  • The camera is turned off.
    Confirm that the AC adapter is connected properly to the power source and to the device.
  • Several users are accessing the camera simultaneously.
    Wait and try to access the camera again.
  • The lens is already panned or tilted to the maximum extent of the pan or tilt range.
    Check that "Top End", "Down End", "Left End" or "Right End" is not displayed in the Operation Bar.
  • The camera is set to restrict the pan/tilt range.
    In this case, "Top End", "Down End", "Left End" or "Right End" is displayed in the Operation Bar. Restrict the pan/tilt range of the camera to suit the environment where the camera is installed.
No.28 Portions of the Operation Bar (such as the pan/tilt controls) are not displayed in the single camera screen. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
Unregistered users or general users are restricted from using certain controls. In this case, portions of the Operational Bar are not displayed.
 
<About feature access levels>
But specifying the level of unregistered or general users, you can restrict access to certain features. Accessible features will vary depending on the access level (described below) of the user.
 
Level 1:
Camera images can be viewed; no other operations are permitted.
Level 2:
Camera images can be viewed; the lens can be panned or tilted only by clicking on the preset buttons.
Level 3:
Camera images can be viewed and all camera operations are available.
No.29 Camera images (still images) cannot be transferred via e-mail or FTP. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
  • The values set for the e-mail/FTP transfer settings made in the "Buffer/Transfer" screens are not correct. Refer to the setup instructions provided by your service provider and set each of the items below required for e-mail and/or FTP transfers.
  • The login ID and password required for e-mail/FTP transfers is incorrect. Refer to the setup instructions provided by your service provider and set the correct login ID and password. Make sure the following settings are also correct.
    <FTP>
    Server address or host name/port number/login ID/password/login timing/file name (and the directory name when required)/overwrite setting/data transfer method
    <E-mail>
    Server address or host name the server used for sending e-mail (SMTP server)/Server address or host name the server used for receiving e-mail (POP3 server)/login ID/password/Sender (e-mail address)/destination e-mail address 1, 2, 3/subject/message text
No.30 When the camera is set to transfer images (timed transfer) via FTP, only old images are transferred. [Troubleshoot: C10]
(2005/10/13)
Answer... Reason
The interval between transferred images is too short and the camera cannot transfer the images fast enough.
 
The interval set for "Image Buffer Frequency" under "Buffer/Transfer" settings is too short; increase the interval.
No.31 What are the requirements for viewing a Home Network Camera over the Internet that my provider must meet? [Troubleshoot: C10]
(2005/10/13)
Answer... The requirements for being able to view a Home Network Camera over the Internet are the same as those for hosting a web server.
Confirm the following with your provider:

  • You will need a global IP address; will your provider provide one?
  • Will your provider allow you to have a web server?
  • Will your provider allow you to use port 80 and ports in the 50000 to 60000 range?
No.32 While using the BB-HNP60 Network Camera Recorder (recording software), it takes a long time (up to 20 minutes) to display camera images and/or program windows turn white when windows are minimized, moved, etc. Images are displayed but menus and other screen items are not. Is the camera or recording software malfunctioning? [Troubleshoot: C10]
(2005/10/13)
Answer... This is not a problem with the camera or software; the computer's Hyper-Threading Technology*1 may be causing the trouble.
 
When the Hyper-Threading Technology is turned on, computer screens may freeze when you move or minimize windows.(Processes become sluggish and the computer feels unresponsive.)
 
This problem can be resolved by turning Hyper-Threading Technology off.
 
The procedure for turning off Hyper-Threading Technology varies by computer manufacturer; for more information, consult your computer's manufacturer.
 
* Hyper-Threading Technology settings are often contained in BIOS, so exercise caution when changing Hyper-Threading Technology settings.
 
*1 Hyper-Threading Technology:
Allows 1 CPU to function as 2 CPUs.

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