Doc # APN-24M8.29IP
Issue Date: 03/23/2020
Revision: C
Page 69 of 71
27.
Troubleshooting
If you suspect a problem that is being caused by incorrect configuration or some other minor problem,
consult the troubleshooting guide below.
27.1.
Upgrading the Firmware
Firmware is software that determines the functionality of the network camera. One of your first actions
when troubleshooting a problem should be to check the current firmware. The latest version may contain
a correction that fixes your problem. The current firmware version in your camera is displayed on the
Basic Configuration or About. For the latest firmware of the camera, please contact with your product
administrator.
Detailed instructions on how to perform the upgrade process are provided with each new release. See also
the n/ Upgrade for more information.
27.2.
General Troubleshooting
The following list covers some of the problems that may be encountered and suggests how to remedy
them:
Symptom
→
Possible Causes or Corrective Actions
1.
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.
2.
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.
3.
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).
4.
The camera cannot be accessed via a host name.
→
Check that the host name and DNS server settings are correct.
5.
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.
6.
No image using Refresh and/or slow updating of images.
→
if images are very complex, try limiting the number of clients accessing the camera.
7.
Images only shown in black & white.
→
Check the Video & Image setting.
8.
Blurred images.
→
Refocus the camera.
9.
Poor image quality.
→
Increased lighting can often improve image quality. Check that there is enough lighting at the
monitored location. Check all image and lighting settings.
10.
Rolling dark bands or flickering in image.
→
Try adjusting the Exposure Control setting under AE and AWB menu.
11.
H.264/H.265 not displayed in the client.
→
Check that the correct network interface is selected in the Video & Image/Stream.
12.
Multicast H.264/H.265 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.
13.
Multicast H.264/H.265 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.
CONFIDENTIAL
