Canon VB-S30D MKII, Operating Manual

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Before contacting the dealer where you purchased the product or Canon's Customer Service Center, check the items
specified as follows. If a log message is displayed, check the details of the message and corresponding countermeasure in
the log message list.
Note
For details on troubleshooting for Camera Management Tool, please refer to the "Camera Management Tool User Manual".
Troubleshooting
Problem Countermeasures
The camera does not start. • Check if the LAN cable is connected correctly.
• Turn the camera off and on again (see “Installation Guide” > “Connecting the
Camera”).
The top page of the camera is not displayed. • Check if the LAN cable is connected correctly.
• Check if the network to which the camera is connected is set up correctly. In
particular, check if the IP address, subnet mask and default gateway address are set
within the ranges supported by the applicable network.
• If you have changed the IP address, the new address will not become effective until
the camera is rebooted.
• Check if the correct URI (camera IP address) is entered in your web browser (p. 28,
p. 76, p. 128).
• Check whether the connection is from a computer whose access is blocked in
[Access Control] on the Setting page.
• Check the authentication method, [User Name], [Password], combination of
certificates, and network rules for connection in [802.1X] on the Setting page with the
system administrator.
The Admin Tools will not start.
The Admin Viewer will not start. • “Your web browser is not supported.” If this message is displayed, use Internet
Explorer 8 or greater.
• “Application could not be started. Install .NET Framework x.x (x is the version).” If this
message is displayed, install the corresponding version of .NET Framework or enable
settings (p. 18).
• “JavaScript is not available or disabled on your web browser.” If this message is
displayed, set [Active Script] to [Enable] in Internet Explorer's security settings. (See
(3) below for instructions on how to set this.)
• “The settings from (1) to (3) below must be carried out to use the Admin Viewer and
Admin Tools.” If this message is displayed, set the following.
(1) Install the Admin Tools Certificate with the installer (p. 26).
(2) When using Internet Explorer 9 or greater, follow the steps in “Registering the
IP address of the Camera as a Trusted Site” (p. 19) and add this web site to
[Trusted sites] in Internet Explorer's security settings.
(3) In Internet Explorer click [Tools] > [Internet Options] > [Security] > [Custom
level] and under the Security Settings list, set [XAML browser applications],
[File download] and [Launching programs and files in an IFRAME] to [Enable].
Video is not displayed. • To improve video quality, refer to “[Video] Setting Video Size, Quality and Frame Rate”
in “Chapter 3 Setting Page” (p. 50) to change settings and make adjustments.
• Up to 30 viewers can access the camera at the same time. If this limit has been
exceeded, video is not displayed and a message appears.
• When you are using Internet Explorer 10 or 11 in a 64-bit operating system and the
camera is registered as a trusted site and protected mode is enabled, reception and
playback of H.264 video may be disabled. If this occurs, disable protected mode.
There is no audio. • If there is no audio, check the audio server settings of the camera and also check the
sound and audio device settings for the computer.
• If you are using the Admin Viewer with the administrator authorities, check if the
camera is connected to the RM Viewer or another viewer that lets the administrator
use audio.
• In VB Viewer, audio cannot be used if the Canon Network Camera Audio Receiver
add-on is not installed.
• When you are using Internet Explorer 10 or 11 in a 64-bit operating system and the
camera is registered as a trusted site and protected mode is enabled, reception and
playback of audio may be disabled. If this occurs, disable protected mode.