Costar 3490HD Series, Installation Manual, Page: 25 / 28

Installation Manual 13.0 Service
13.2 Troubleshooting
The table below identifies possible issues that could occur with the camera, and corrective actions on how
to resolve them. If the issue persists after following the corrective actions, contact Co
star
HD field service
department at (858) 391-1800 option 2 for additional assistance.
Problem/Symptom Possible Cause Correction
Camera doesn’t Power up
No camera power available Ensure power is on
Camera is not connected Insure cable is connected to power source
Power Cable length is to long
Verify the power cable distance does not exceed the maximum distance
allowed.
Cable is wired wrong Insure wiring is per installation manual
Cannot Ping
The product is located on a different
subnet
Contact your Network Administrator for valid IP address for your network
No valid communication path to
camera over network cloud If you can ping directly at camera site, contact your Network Administrator for
assistance
No link lights on switch
No camera power available Insure power is on
Ethernet cable length Verify the Ethernet cable distance does not exceed 100m
Camera is not connected Insure cable is connected to power source
Cable is wired wrong Insure wiring is per installation manual
Don’t know cameras IP Address
Address was changed
Use Co
star
HD ONVIF discovery tool available at
http://www.co
star
hd.com/Support/Software-Downloads
New Camera Installation
Default IP is 192.168.2.150, or use ONVIF discovery tool above to identify IP
address
Cannot Log in
Access credentials have been
changed
Contact your Camera Administrator for current login credentials
Time/Date setting incorrect The date and time settings in should be synchronized with an NTP server.
Forgot Admin account credentials
Contact Co
star
HD Field Support for assistance in resetting the
Admin credentials
Poor Video Quality
Video macroblocks - Insufficient
bandwidth Lower stream data rate, image resolution and/or frame rate until acceptable
quality is achieved
Moving object smearing - Lost video
packets Lower stream data rate, image resolution and/or frame rate until acceptable
quality is achieved
Streaming interruptions - no
buffering on cellular modem Use constrained mode, Lower stream data rate, image resolution and/or frame
rate until acceptable quality is achieved
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