Troubleshooting
TOP 
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Symptom
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Possible Causes and Actions Taken
No video image/power does not turn on
Is there any problem with the power cable for connecting this product to the power supply unit? (If the cable is too long or thin, this may increase the resistance and prevent the voltage from being properly supplied.)
Connect using a cable with a thickness/length specified for this product.
Is the lens cap attached?
Remove the lens cap.
Is the port number to be used when the client computer accesses to the camera via HTTP correctly specified?
(If the port number is incorrect, the Built-in Viewer menus will be displayed, but videos will not appear, and a “Connection is failed” message will be displayed instead.)
Set the HTTP port value for the Built-in Viewer to the same value specified for the HTTP server port on the camera’s Protocol page.
Power is turned on but it is disconnected once the camera rotates.
Is the adhesive tape attached during shipment detached? Is there any foreign object inside the product that prevents the camera from rotating?
If the camera unit is unable to rotate when you try to turn it, the power will shut down automatically to protect the equipment.
Remove the adhesive tape attached during shipment, and check whether the camera unit rotates by turning it manually.
Is there any problem with the power cable for connecting this product to the power supply unit? (If the cable is too long or thin, this may increase the resistance and prevent the voltage from being properly supplied.)
Connect using a cable with a thickness/length specified for this product.
The power does not turn on even when a PoE Plus power supply device is used to supply power.
Is connection established using a PoE Plus (compliant with IEEE802.3at Type 2) power supply device and a LAN cable of Category 5e or higher?
Check the cable. For some PoE Plus power supply devices (such as a hub), power will not be supplied when the number of PoE/PoE Plus terminals connected exceeds the limit of the total electrical power that can be supplied. For more information, please refer to the instruction manual of the PoE Plus power supply device.
I do not know the IP address of the camera.
If no changes have been made to the factory default settings, the IP address is 192.168.0.2, and the subnet mask is 255.255.255.0.
If you have set the
If you have a computer connected to the same LAN, search for the IP address using“JVC-VN-SearchTool” on the computer.
I cannot display the Settings page of the camera.
Check the current settings of Internet Explorer. Also, if you are using a proxy server, set the proxy server of the Internet Explorer.
Unable to install Built-in Viewer/a warning message appears when I start the Built-in Viewer.
Check the current settings of Internet Explorer. The Built-in Viewer consists of a software component called ActiveX. The ActiveX is usually installed when the Built-in Viewer is used for the first time. However, installation may be rejected depending on the anti-virus software settings. In this case, change the settings of the anti-virus software before installing the Built-in Viewer.
When I install the Built-in Viewer, authentication by VeriSign appears.
The Built-in Viewer has an electronic signature for authentication by VeriSign.
If computers are connected to the Internet in the network environment, the digital certificate of the Built-in Viewer can be checked by VeriSign authentication.
Videos sent via TCP do not play.
The camera can transmit a maximum of 40 videos via TCP, and a maximum of 20 Built-in Viewer can be connected to 1 camera.
If you set the JPEG Streaming to “Framerate”, the frame rate requested by clients are kept but the maximum number of streams is reduced.
The frame rate of displayed videos is low.
If the Built-in Viewer is in use, check the Built-in Viewer settings.
If the network has a narrow bandwidth, the frame rate will be limited.
If you set the video distribution setting to “Client Number” and if the number of streaming requests increases, the images are distributed at a frame rate lower than the preset rate.
If the distribution capability is exceeded, images are distributed at the lower frame rate so that the upper quantity limit of distribution data is not exceeded.
A white zone appears in the Built-in Viewer.
If you set up Internet Explorer as follows, some Internet Explorer graphics may not appear and will be left white on some computers.
If this occurs, perform setting as follows.
[Start]-[Control Panel]
If you select -[Appearance and Personalization]-[Display]-[Make text and other items larger or smaller] and select “100% (default)”, the normal graphic is restored.
When 3D DNR is used, an afterimage appears.
When you use 3-dimensional noise reduction, in principle, an afterimage can appear if you shoot a moving object, however it is not a camera malfunction.
I cannot receive an alarm via TCP/UDP.
The port may be blocked by the Windows Firewall.
Execute the following operation for the firewall of the Windows environment on your PC.
For more information on the firewall for the network you are using or if you are still unable to resolve the issue with the above operation, please consult your network administrator or installation technician.
Videos set to be exported are not saved to my computer.
Run the Internet Explorer as an administrator. You can perform this as follows.
The camera pans automatically
When
Check the current settings of
I cannot perform the PTZ operations.
The network bandwidth may be insufficient.
Ensure that there is sufficient network bandwidth, and operate in“100 M Full”.