1.4 Camera Access Issues
Problem
Cause and Remedy
The camera cannot be accessed.
The camera’s IP address has changed.
Use the Setup Program to confirm the camera’s new IP address (see Finding cameras on the LAN in the Operating Instructions).
An inappropriate IP address was assigned to the camera using the [Static] setting.
Assign an IP address that belongs to the same class as other network devices (router, PCs, etc.) on the local area network. For example, if your router’s address is 192.168.0.1, you can assign an IP address between 192.168.0.2 and 192.168.0.254 as long as the assigned address is not used by another network device. See 5.1.1 Network (IPv4) Settings in the Operating Instructions and set an appropriate IP address, or select [Automatic Setup] or [DHCP] as the connection mode.
You are trying to access the camera from a PC connected to the same network as the camera, and are using the global IP address or the URL assigned to you by your Dynamic DNS service.
When accessing the camera from a PC connected to the same network as the camera, use the camera’s local IP address (e.g., 192.168.0.xxx). You can use the Setup Program to confirm the camera’s local IP address (see Finding cameras on the LAN in the Operating Instructions).
You changed the domain name assigned to your Viewnetcam.com account.
Confirm the domain name assigned to your Viewnetcam.com account, then restart the camera. The information saved in the camera is updated to match the domain name assigned to Viewnetcam.com.
The address you are using to enter the camera does not match the camera’s [HTTPS] setting.
If the camera’s [HTTPS] setting is set to [Use HTTPS], enter “https://” followed by the IP address or host name and the port number of the camera. If set to [Use HTTP], enter “http://” followed by the IP address or host name of the camera.
You did not enter the correct URL.
Confirm the domain name assigned to your Viewnetcam.com account, then access the camera using that address.
The [HTTPS] setting on the [Multi-Camera] page does not match the camera’s [HTTPS] setting.
Confirm that the camera’s [HTTPS] setting on the [Multi-Camera] page (see 7.2 Registering Multiple Cameras in the Operating Instructions) matches the camera’s [HTTPS] setting.
You entered the camera’s IPv6 address in Internet Explorer® 6.
Internet Explorer 6 does not support IPv6 addresses. Use the camera’s IPv4 address (e.g., 192.168.0.xxx) when accessing from home, and use a Dynamic DNS service, such as Viewnetcam.com, to access the computer over the Internet, or upgrade to Internet Explorer 7 (see 11.4 Accessing the Camera in IPv6 Mode in the Operating Instructions for information on accessing the camera in IPv6 mode).
The network is congested.
Camera access may be affected by network traffic. Wait for a while and try again.
Your web browser is accessing a proxy server.
Set your web browser to bypass the proxy server when accessing the camera from a PC on the same LAN (see 12.1 Proxy Server Settings in the Operating Instructions).
The connection type is wrong.
If the network connection type is not set to [Auto Negotiation] (see 5.1.1 Network (IPv4) Settings in the Operating Instructions), set up the camera and the router by referring to the connection table (see 1.11 Connection Type Table).
The [Default Gateway] or DNS server address settings may be wrong.
Consult your ISP or network administrator, and assign the correct settings (see 5.1.1 Network (IPv4) Settings in the Operating Instructions).
The camera is malfunctioning.
Contact an authorized service center.
“Failed to access” is displayed.
You changed the domain name assigned to your Viewnetcam.com account.
Confirm the domain name assigned to your Viewnetcam.com account, then restart the camera. The information saved in the camera is updated to match the domain name assigned to Viewnetcam.com.
The camera can be accessed over the LAN, but not from the Internet.
The camera has not been configured properly to be accessed from the Internet.
Refer to Section 4 Configuring the Camera for Access from the Internet in the Operating Instructions. Make sure that port forwarding has been configured properly (see 4.1 Configuring Port Forwarding in the Operating Instructions) and that you have registered with a Dynamic DNS service and configured the camera to use that Dynamic DNS service (see 4.2 Configuring the Camera to Use a Dynamic DNS Service in the Operating Instructions).
The [Default Gateway] setting may be wrong.
Consult your ISP or network administrator, and assign the correct settings (see 5.1.1 Network (IPv4) Settings in the Operating Instructions).
Your router does not support UPnP™.
Refer to the operating instructions included with your router. If your router does not support UPnP™, you must configure the router’s port forwarding feature manually (see Configuring port forwarding without using UPnP™ in the Operating Instructions).
Your router’s UPnP™ feature is disabled.
Refer to the operating instructions included with your router and enable UPnP™.
Your router’s port forwarding feature has not been properly configured.
Refer to Configuring port forwarding without using UPnP™ in the Operating Instructions and the operating instructions included with your router, and confirm that the router’s port forwarding feature is configured correctly.
The router’s firewall feature (packet filtering, etc.) is blocking camera access.
Set the router to allow access to the camera. Refer to the operating instructions included with your router.
You are using the camera’s local IP address when trying to access the camera from the Internet.
Use the global IP address assigned to you by your ISP and the port number of the camera when accessing from the Internet, or use the URL provided by the Dynamic DNS service provider, such as Viewnetcam.com. See Section 4 Configuring the Camera for Access from the Internet in the Operating Instructions for more information.
The camera’s global IP address has changed.
Confirm the current global IP address on the [Status] page (see 9.1 Confirming Camera Status in the Operating Instructions).
The port number assigned to the camera is restricted by your ISP.
Some ISPs do not allow access from the Internet using certain port numbers, such as port 80, which is the camera’s default port number. Ask your ISP or network administrator about which port numbers are available for access over the Internet, and change the camera’s port number if necessary.
The camera’s global IP address has been forgotten.
Confirm the current global IP address on the [Status] page (see 9.1 Confirming Camera Status in the Operating Instructions).
Authentication dialogs are displayed frequently.
The user name and password for the administrator or for general users have been changed.
Close your web browser, then start the web browser again and access the camera.
The camera can be accessed over the LAN, but not from a mobile phone.
You did not enter the complete address.
Enter /mobile at the end of the address.
Example: http://***.***.***.***:50001/mobile
Your mobile phone supports only XHTML.
Enter /mobilex at the end of the address.
Example: http://***.***.***.***:50001/mobilex
You changed the resolution to 320 × 240.
Some mobile phones do not support 320 × 240 resolution images.
The file size of the image is exceeding the capacity of the mobile phone.
View the image at 192 × 144 resolution.
The address you are using to enter the camera does not match the camera’s [HTTPS] setting.
If the camera’s [HTTPS] setting is set to [Use HTTPS], enter “https://” followed by the IP address or host name and the port number of the camera. If set to [Use HTTP], enter “http://” followed by the IP address or host name of the camera.
The camera is configured to use HTTPS, but your mobile phone does not support HTTPS connections.
If desired, configure the camera to use HTTP (see 5.2 HTTPS Settings in the Operating Instructions).
When accessing the camera, the [Update Firmware] page is displayed.
The power to the camera was turned off during a firmware update.
Download the latest firmware from the Panasonic Network Camera website (http://panasonic.net/pcc/support/netwkcam/support/info.html) and update the firmware (see 9.5 Updating the Camera’s Firmware in the Operating Instructions).