Appendix B — Troubleshooting
If problems occur, verify the installation of the camera with the instructions in this manual and
with other operating equipment. Isolate the problem to the specific piece of equipment in the
system and refer to the equipment manual for further information.
Problems/Symptoms
Possible Causes or Corrective Actions
The camera cannot be accessed by
some clients.
If using a proxy server, try disabling the proxy setting in your
browser. Check all cabling and connectors.
The camera works locally, but not
externally.
Check if there are firewall settings that need to be adjusted.
Check if there are router settings that need to be configured.
Poor or intermittent network connection.
If using a network switch, check that the port on that device
uses the same setting for the network connection type
(speed/duplex).
The camera cannot be accessed via a
host name.
Check that the host name and DNS server settings are
correct.
Not possible to log in.
When HTTPS is enabled, ensure that the correct protocol
(HTTP or HTTPS) is used. When attempting to log in, you
may need to manually type in http or https in the browser's
address bar.
No image using Refresh and/or slow
updating of images.
If images are very complex, try limiting the number of clients
accessing the camera.
Images only shown in black & white.
Check the Video & Image setting.
Blurred images.
Refocus the camera.
Poor image quality.
Increased lighting can often improve image quality. Check
that there is sufficient lighting at the monitored location.
Check all image and lighting settings.
Rolling dark bands or flickering in image.
Try adjusting the Exposure Control setting under AE and
AWB part.
H.264 not displayed in the client.
Check that the correct network interface is selected in the
Video & Image/Stream.
Multicast H.264 not displayed in the
client.
Check with your network administrator that the multicast
addresses used by the camera are valid for your network.
Check that the Enable multicast checkbox are enabled in the
System/Network/RTP tab. Checks with your network
administrator to see if there is a firewall preventing viewing.
Multicast H.264 only accessible by local
clients.
Check if your router supports multicasting, or if the router
settings between the client and the server need to be
configured. The TTL value may need to be increased.
Color saturation is different in H.264 and
Motion JPEG.
Modify the settings for your graphics adapter. Please see the
adapter's documentation for more information.
Microsoft, Windows and Internet Explorer are registered trademarks of Microsoft Corporation. Safari is a
registered trademark of Apple Inc.
Chrome is a registered trademark of Google; Firefox is a registered
trademark of Mozilla Corp. Opera is a trademark of Opera Software ASA. Pentium is a registered
trademark of Intel Corporation.
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