HETM-DCK-21 User Instructions
DOC-USR-0202-01
______________________________________________________________________________________
Z3 Technology, LLC
♦
100 N 8
th
ST, STE 250
♦
Lincoln, NE 68508-1369 USA
♦
+1.402.323.0702
82
APPENDIX D: Support and Troubleshooting
Appendix D: Support
When contacting Z3 Technology for additional support, please click the
Download device logs
button in the
System Setup tab of the user interface at the time the problem occurs and send the resulting .tgz file,
along with screenshots of all applicable tabs in the user interface to Z3.
Appendix D: Troubleshooting
▪
Problem: ZFinder is not opening on my computer.
-If the user profile on your computer does not have administrator rights, you will need to right-click
on the ZFinder icon and select
Run as administrator
in order for it to open.
▪
Problem: My HETM-DCK-21 does not appear in ZFinder.
-Is the Ethernet cable plugged in to the camera solidly? Do you see the link light?
-Try connecting the PC directly to the camera without any routers, switches, etc.
-Verify your computer is set to DHCP.
-Try connecting through a wired Ethernet connection and turning off your computer’s Wi-Fi.
▪
Problem: My HETM-DCK-21 appears in red in ZFinder.
-The netmask of the camera and the network must be compatible.
-Does the netmask of the camera match the netmask of the network?
-If the netmask is 255.255.0.0, do the first two values of the IP address of the camera match
those of the network and PC?
-If the netmask is 255.255.255.0, do the first three values of the IP address of the camera match
those of the network and PC?
▪
Problem: The HTTP-based user interface does not appear.
-Is the Ethernet cable plugged in to the camera solidly? Do you see the link light?
-Are all firewalls on the network turned off?
-Try connecting the PC directly to the camera without any routers, switches, etc.
-Can the PC and target board see each other on the network?
-Try pinging the camera IP address from the PC.
-Try pinging the PC from the camera.
-If using static IP’s, do the camera Local IP Address and the PC IP address have the same first two
values (or, if netmask is set to 255.255.255.0, the same first three values)?
-Do the camera and the PC have the same netmask? (Default value is 255.255.0.0)
▪
Problem: I’m receiving a “Bad Destination” error in the user interface. (UDP)
-Does the IP address set in Dest Address equal the IP address of the PC running VLC?
-Verify the IP address set in Dest Address equals the IP address found in the Ethernet adapter Local
