Section 21 Troubleshooting
Before asking for repairs, check the symptoms with the following table.
Contact your dealer if a problem cannot be solved even after checking and trying the solution in the table or a problem is not described below.

Symptom | Cause/solution | Reference pages
--- | --- | ---
Cannot access from the web browser. | • Is the LAN cable (category 5 or better, STP*) firmly connected to the network connector of the camera? *E model only | Installation Guide
| • Is the link indicator lit? When it is not lit, connection to a LAN may not be established or a network may be not working correctly. Check if the cables have any contact failure or if the wiring is correct or not. | Installation Guide
| • Is the power of the camera on? Check if the power of the camera is turned on. | Installation Guide
| • Are the set IP addresses valid? | 17.1 Configure the network settings [Network]
| • Are you accessing the wrong IP address? Check the connection as follows. With the Windows command prompt, > ping “IP address of the camera”. If there is reply from the camera, the connection is normal. If not, proceed either of the following. – Reboot the camera and change the IP address by using the Panasonic “IP Setting Software” within 20 minutes after the restart. – Reboot the camera while holding the [INITIAL SET] button on the camera. The camera will be initialized and the IP address will return to the default setting “192.168.0.10”. After the camera is initialized, access the camera and set the IP address again. (When the camera is initialized, all the settings of the camera previously configured on the setup menus will be initialized.) | - Installation Guide
| • Is “554” selected for the HTTP port number? For the HTTP port number, select a port number other than the following port numbers used by the camera. The number used by the camera: 20, 21, 23, 25, 42, 53, 67, 68, 69, 110, 123, 161, 162, 443, 554, 995, 10669, 10670, 59000 - 61000 | Common
Cannot access from the web browser. | • Is the same IP address provided to other devices? Are there contradictions between the address and the network subnet to be accessed? When the camera and the PC are connected in the same subnet: Are the IP addresses of the camera and the PC set in a common subnet? Or is “Use Proxy Server” for the settings of the web browser checked? When accessing the camera in the same subnet, it is recommended to enter the address of the camera in the “Don’t Use Proxy For These Addresses” box. When the camera and the PC are connected in the different subnet: Is the IP address of the default gateway set for the camera correct? | -
| • Is the name currently used to access the camera different from the name registered for the “Viewnetcam.com” service? Access the camera again with the registered name. | 17.4.2 When using the “Viewnetcam.com” service
| • Did you access “http://” while using the HTTPS function? To use the HTTPS function, access “https://”. It is also necessary to enter the port number. | 17.3 Access the camera using the HTTPS protocol
Cannot access the camera via the Internet. | • Are the network settings of the camera correct? Set the default gateway or DNS server address correctly. To use the DDNS service, check that the settings are correct. • Is the setting for “Default gateway” on the “Network” page configured? Or is the setting correct? When communicating using IPv4: Configure the setting for “Default gateway” of “IPv4 network” on the [Network] tab of the setup menu. | 17.1 Configure the network settings [Network]
| • Is the setting of port forwarding configured for the router? To enable the access to the camera via the Internet, it is necessary to perform the port forwarding setting when the router in use does not support the UPnP function. Refer to the manuals provided with the router for further information. • Is UPnP function of the router disabled? Refer to the manuals provided with the router in use to enable the UPnP function. • Is packet filtering set for the router to forbid the access via the Internet? Configure the settings of the router in use to enable the access via the Internet. Refer to the manuals provided with the router for further information about the settings. | UPnP
| • Are you accessing the camera using the local address (the IP address used in a local network)? When accessing the camera, use the global address (or the URL registered in the DDNS service) and the port number of the camera as the IP address to be used in the Internet. | IPv4 network IPv6 network 17.4 Configure the settings relating to DDNS [DDNS]
Cannot access the camera via the URL of the “Viewnetcam.com” service. | • Is the global address of camera (or router) notified to the “Viewnetcam.com” service server? Log into the “My Account” page of “Viewnetcam.com” website (http://www.viewnetcam.com/) to check the information of the registered camera. If the global address is not displayed for the IP address, access the camera, and register the user information for the “Viewnetcam.com” service on the [DDNS] tab on the “Network” page of the setup menu. In addition, check the “Status” of “Viewnetcam.com” (on the [Status] tab) and the system log (on the [System log] tab) of the “Maintenance” page of the setup menu. | 17.4.3 Procedure to register information for the “Viewnetcam.com” service 19.3 Check the status [Status]
Authentication window is displayed repeatedly. | • Is the user name and password changed? While accessing the camera, when changing the user name and password of another user logging into the camera on another web browser, the authentication window will be displayed each time the screen is changed or refreshed. • Have you changed the [Authentication] setting? When the [Authentication] setting has been changed, close the web browser, and then access the camera again. | -
It takes time to display the screen. | • Are you accessing the camera in the HTTPS mode? In this mode, the refresh interval becomes slower due to decode procession. | -
| • Are you accessing another camera in the same local network via a proxy server? Configure the web browser to not use the proxy server. | -
| • Are two or more users browsing the camera images simultaneously? It may take time to display the screen or refresh interval may become slower when two or more users browse the camera images simultaneously. | -
Cannot access the camera from a cellular phone. | • Is the URL correct? Or is “/mobile” missing at the end of the URL? Check if the URL is entered correctly. When accessing the camera from a cellular phone, it is necessary to enter “/mobile” at the end of the URL that is used for the camera access from a PC. | 2.1 Monitor images on a cellular phone
| • Is the SSL encryption method different from that of the camera? Select “HTTP” (Do not select “HTTPS”) for “HTTPS” - “Connection” on the “Network” page - the [Network] tab, and access the camera again. | HTTPS
| • Did you access “http://” while using the HTTPS function? To use the HTTPS function, access “https://”. It is also necessary to enter the port number. | 17.3 Access the camera using the HTTPS protocol
Cannot access the camera from a mobile terminal. | • Is the URL correct? Or is “/cam” missing at the end of the URL? Check if the URL is entered correctly. When accessing the camera from a mobile terminal, it is necessary to enter “/cam” at the end of the URL that is used for the camera access from a PC. | 2.2 Monitor images on a mobile terminal
| • Is the SSL encryption method different from that of the camera? Select “HTTP” (Do not select “HTTPS”) for “HTTPS” - “Connection” on the “Network” page - the [Network] tab, and access the camera again. | 17.1 Configure the network settings [Network]
| • Did you access “http://” while using the HTTPS function? To use the HTTPS function, access “https://”. It is also necessary to enter the port number. | 17.3 Access the camera using the HTTPS protocol
A cookie error was displayed when performing user registration for “Viewnetcam.com”. | • Is the web browser configured to allow cookies? Configure the web browser to allow cookies. In Internet Explorer, from [Tools] select [Internet Options] and configure the cookies setting in the [Privacy] tab. | -
User registration for the “Viewnetcam.com” service fails. | • Is the registered e-mail address correct? When an e-mail with the “Viewnetcam.com” website link is not received, the registered e-mail address may be incorrect. Visit the “Viewnetcam.com” website (http://www.viewnetcam.com/) to register the correct e-mail address. | -
Cannot obtain images on the SD memory card. | • Is “Allow” selected for “FTP access to camera” on the [Network] tab of “Network” page? It is necessary in advance to select “Allow” for “FTP access to camera” on the [Network] tab of the “Network” page. | [FTP access to camera]
| • Is the entered password correct? Restart the web browser and enter the password again. | 10.3 Access copy images saved on the SD memory card onto the PC [SD memory card images] (WV-SW559/WV-SP509)
| • Access to the SD memory card may be failed. Restart the web browser and retry to obtain images. | -
No image is displayed. | • Is the viewer software installed on the PC? Install the viewer software on a PC. | Viewer software
| • Is the version of DirectX® 9.0c or later? Check the version of DirectX as follows. 1. Select “Run...” from the start menu of Windows. 2. Enter “dxdiag” in the displayed dialog box and click the [OK] button. If the version of DirectX is older than 9.0c, upgrade it. | -
| • Is the cellular phone in use support the 320×240 or 640×480 resolution? Or is the image data size too big to display images on the cellular phone? Refer to the manuals provided with the cellular phone in use for the restrictions of image data sizes. | -
No image is displayed. / Older images or logs are displayed. | • When [Every time I visit the webpage] is not selected for [Check for newer versions of stored pages:] in the [Temporary Internet Files] section, images sometimes may not be displayed on the “Live” page. In this case, do the following. 1. Select [Internet Options...] from [Tools] on the menu bar of Internet Explorer. The [Internet Options] window will be displayed. 2. When using Internet Explorer 7.0, Internet Explorer 8.0, or Internet Explorer 9.0: Click the [Settings] button in the [Browsing history] section on the [General] tab, and then select [Every time I visit the webpage] for [Check for newer versions of stored pages:] in the [Temporary Internet Files] section on the [Temporary Internet Files and History Settings] window. When using Internet Explorer 6.0: Click the [Settings...] button in the [Temporary Internet Files] section on the [General] tab, and then select [Every visit to the page] for [Check for newer versions of stored pages:] on the [Settings] window. | -
Images are displayed blurry. | • Is the focus adjusted correctly? Check if the focus is adjusted correctly. | Installation Guide
The image is not being refreshed. | • Depending on the version of your browser, there might be difficulties refreshing the picture, etc. | Installation Guide
| • Depending on the traffic of the network or the concentration of access to the camera, there might be difficulties displaying the camera picture. Request the camera picture using the web browser such as by pressing the [F5] key, etc. | -
No image is displayed (or too dark). | • Is the brightness setting set at an appropriate level? Click the [Normal] button of [Brightness]. | 1.2 About the “Live” page
Images are displayed washed out. | • Is the brightness setting set at an appropriate level? Click the [Normal] button of [Brightness]. | 1.2 About the “Live” page
Flicker appears on the screen. | • When flicker occurs frequently, select “Indoor scene” for “Light control mode”. | [Light control mode]
Images cannot be saved on the SD memory card. Failed to write/read data on the SD memory card. | • Is the SD memory card inserted correctly? Check if the SD memory card is inserted correctly. | Installation Guide
• Is the SD memory card formatted? Format the SD memory card. | SD memory card information
• Isn’t the write protect switch set to “LOCK”? When the write protect switch is set to “LOCK”, available size/total size indication of the SD memory card to be displayed on “Remaining capacity” of the [SD memory card] tab will be “********KB/********KB”. | -
• Is “--------KB/--------KB” displayed on “Remaining capacity” of the [SD memory card] tab? Format the SD memory card. | SD memory card information
• Is any recognition error received when the “Diag.” of “Mail notification” or “Panasonic alarm protocol” is used? Format the SD memory card. | SD memory card information 13.7 Configuration of the settings relating to the mail notification [Notification] 13.8 Configure the settings relating to Panasonic alarm protocol [Notification]
• Isn’t the SD memory card out of order? There are limited times to overwrite on an SD memory card. When frequently overwritten, it may be at the end of product life. It is recommended to replace the SD memory card. | -
Cannot transmit audio to the camera. | • Are the microphone and the speaker connected correctly and firmly? Confirm that they are connected correctly and firmly. | Installation Guide
| • Is the viewer software installed on the PC? Confirm that the viewer software “Network Camera View 4S” is installed. | Viewer software
Audio is not output from other i-PRO series products (such as a network disk recorder or PC software package). | • Some of the i-PRO series products (such as a network disk recorder or PC software package) may not support “G.711”. Set the audio encoding format of the products to “G.726 (32 kbps).” | 11.13 Configure the settings relating to audio [Audio] (WV-SW559/WV-SP509)
The alarm occurrence indication button, the [AUX] buttons and the SD recording status indicator* on the “Live” page do not display the current status in real time. * | • Is the viewer software installed on the PC? Confirm that the viewer software “Network Camera View 4S” is installed. | Viewer software
| • Is “Real time” selected for “Alarm status update mode”? | 10.1 Configure the basic settings [Basic]
No image is displayed on the “Live” page. | • Press the [F5] key on the keyboard of the PC or click the [Live] button. | 1.2 About the “Live” page
Shortcut icon of the camera is not displayed on “My Network Places” of the PC. | • Is the Windows component of UPnP added? Add the component to the PC in use. | UPnP
Cannot download the log list. | • Download of files using Internet Explorer may be disabled. Click “Internet Options...” on the [Tools] menu of Internet Explorer, and [Security] tab. Then, click the [Custom Level...] button to open the “Security Setting” window. Under “Downloads”, select “Enable” for “Automatic prompting for file downloads” (except Internet Explorer 9.0). Click the [OK] button. The warning window will be displayed. Click the [Yes] button. | -
Images are not displayed or not refreshed smoothly. | • Delete temporary internet files as follows. 1. Select “Internet Options...” under “Tools” on the menu bar of Internet Explorer. The “Internet Options” window will be displayed. 2. Click the [Delete Files...] button in the “Temporary Internet Files” section on the [General] tab. | -
| • The firewall function of the anti-virus software may be filtering the port of the camera. Exclude the port number of the camera from the list of the port numbers to be filtered by the anti-virus software. | -
No indicator lights. | • Is “Off” selected for “Indicator” on the “Basic” page? Select “On” for “Indicator”. | 10.1 Configure the basic settings [Basic]
H.264 images are not displayed. | • When “Network Camera View 4S” is deleted from a PC on which both the viewer software “Network Camera View 3” and “Network Camera View 4” are installed, H.264 images will not be displayed. In this case, delete “Network Camera View 3” from the PC and then install “Network Camera View 4S”. | Viewer software
When displaying H.264 images on two or more web browser windows, images from two or more cameras are displayed in sequence on a single browser window. | • This may occur due to the display adapter and driver combination. When this has occurred, first update the driver of the display adapter to the latest version. If updating the driver does not solve the problem, adjust the hardware acceleration as follows. The following are descriptions for when Windows XP is installed on the PC in use. 1. Right-click on the desktop and select “Properties” from the displayed pop-up menu. 2. Select “Settings” from “Display Properties”, and then click the [Advanced] button. 3. Click the [Troubleshoot] tab and disable the DirectDraw acceleration by adjusting the level of Hardware acceleration. | -

Information Bar
Depending on the OS installed on the PC, the following may occur. Follow the instructions below when the following has occurred. By performing the following solutions, other applications may not be affected.
When using Internet Explorer 9.0:
The “Information Bar” () expressed in the following symptom and solutions will be displayed just below the address bar only when there is information to communicate.
When using Internet Explorer 6.0, Internet Explorer 7.0, or Internet Explorer 8.0:
The “Information Bar” () expressed in the following symptom and solutions will be displayed just below the address bar only when there is information to communicate.

Symptom | Cause/solution | Reference pages
--- | --- | ---
The following message is displayed on the information bar. “Pop-up blocked. To see this pop-up or additional options, click here...” (Internet Explorer 6, Internet Explorer 7, or Internet Explorer 8) | • Click the information bar and select “Always Allow Pop-ups from This Site...”. The dialog window saying “Allow pop-ups from this site?” will be displayed. Click the [Yes] button. | -
The following message is displayed on the information bar. “This webpage wants to run the following add-on: `WebVideo Module' from `Panasonic System Networks Co.,Ltd.`.” (Internet Explorer 9) | • Select [Allow]. | -
The following message is displayed on the information bar. “This site might require the following ActiveX control 'nwcv4Ssetup.exe' from 'Panasonic System Networks Co.,Ltd.'. Click here to install...” (Internet Explorer 6, Internet Explorer 7, or Internet Explorer 8) | • Click the information bar and select “Install ActiveX Control”. The “Security Warning” window will be displayed. Click the “Install” button on the displayed “Security Warning” window. | -
The following message is displayed on the information bar. “This webpage wants to install the following add-on: `nwcv4Ssetup.exe' from `Panasonic System Networks Co.,Ltd.`.” (Internet Explorer 9) | • Select [Install]. The “Security Warning” window will be displayed. Click the “Install” button on the displayed “Security Warning” window. | -
An unnecessary status bar or scroll bar is displayed on the pop-up window. | • Click “Internet Options...” under “Tools” of the menu bar of Internet Explorer, and then click the [Security] tab. Click “Internet” in the “Select a Web content zone to specify its security settings:” section. Then, click the [Custom Level...] button to open the “Security Setting” window. Under “Miscellaneous”, select “Enable” for “Allow script-initiated windows without size or position constraints”. Click the [OK] button. When the warning window is displayed, click the [Yes] button. | -
Images are not fit in the frames. | • When “120 DPI” is selected for “DPI setting”, they may not be displayed correctly. Click the “Settings” tab on the “Properties” window of “Screen” (in the control panel), and then click the [Advanced] button. Change the “DPI setting” as necessary. | -