Global
Mobile User Guide

Troubleshooting

TOP

symptom :

Symptom

Cause and Action :

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.

The power does not turn on even when PoE Plus 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.

The power of the camera turns off when VN-H657WPU is used in an environment under -10°C.

When power is supplied using PoE Plus, the heater will not work. Connect the VN-H657WPU to an AC 24 V power supply when using it in an environment under -10°C.

Power turns on, but shuts down once the camera starts rotating.

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.

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 [IP Setting] to “DHCP Enable” and if you start the camera on the LAN where no DHCP server exists, you can start the camera with the factory default IP address.

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. When a proxy server is in use, configure the proxy server settings of the Internet Explorer accordingly.

Cannot find the menu items and operating items of the Built-in Viewer described in the instruction manual.

Is the firmware updated?

Check out the latest firmware from our website and update the firmware as necessary.

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 [Priority] of [JPEG Streaming] is set to the “Framerate” mode, the frame rate requested by the 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 [Priority] of [JPEG Streaming] is set to the “Client Number” mode, 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.

Multicast images do not play.

Start manual multicast streaming from the [Multicast] page of the camera.

During multicast reception on the Built-in Viewer, check to ensure that [Destination Address] and [Destination Port] in the [Multicast] page of the camera coincide with [Multicast IP Address] and [Multicast Port] of the Built-in Viewer. Also, use multicast streaming on a network that supports IGMPv2.

Multicast streaming may be blocked by the Windows 7 Firewalls. In that case, you can go through the firewalls as follows.

Select [Start]-[Control Panel]-[System and Security].
Open [Check firewall status] under [Windows Firewall].
Open the [Advanced] menu and select [Inbound Rules]-[New Rule].
In [New Inbound Rule Wizard], select “port” in [Rule type].
In [Protocols and Ports], enter the port number for “Specific local ports”.
Select “Allow the connection” in [Actions].
Select applicable conditions in [Profile].
Register an arbitrary character string for the “Name” in [Name].

If your computer has multiple network cards, disable the network cards to which the camera is not connected. You can perform this as follows.

Select [Start]-[Network Connections].
Right-click on the connection(s) not used for the camera, and select “Disable”.

The image displayed is not smooth.

The camera image may not appear smooth at times due to factors such as fluctuations in the CPU and memory load, or network jitter.

Lower the [Framesize], [Framerate], and [Bitrate], and check the image again.

A white zone appears in the Built-in Viewer.

For some computers, if [Start]-[Control Panel]-[Adjust screen resolution]-[Make text and other items larger or smaller] is set to “Medium - 125%” or “Larger - 150%”, some parts of the Internet Explorer may be left white with no graphics.

If this occurs, perform setting as follows.
Set [Start]-[Control Panel]-[Adjust screen resolution]-[Make text and other items larger or smaller] to “Smaller - 100% (default)”.

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.

Select [Start]-[Control Panel]-[System and Security].
Open [Check firewall status] under [Windows Firewall].
Open the [Advanced] menu and select [Inbound Rules]-[New Rule].
In [New Inbound Rule Wizard], select “port” in [Rule type].
In [Protocols and Ports], enter the port number for “Specific local ports”.
Select “Allow the connection” in [Actions].
Select applicable conditions in [Profile].
Register any character string for the “Name” in [Name].

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.

Characters of the file name registered in the FTP server are garbled.

When double-byte characters are to be used for the file name, make use of an FTP server for which the character code is EUC-JP.

Videos set to be exported are not saved to my computer.

Run the Internet Explorer as an administrator. You can perform this as follows.

Right-click Internet Explorer.
Select [Run as administrator].

The camera pans automatically

When [Auto Cleaning] is set to “ON”, this is not an abnormality.

Check the current settings of [Auto Cleaning].

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”.

Motion and tampering detection setting cannot be performed.

Settings for motion detection and tampering detection cannot be specified at the same time. If one of the detection features (motion detection or tampering detection) is currently enabled, an error message will be displayed when you try to enable the other detection feature.

Check the message displayed, set the currently enabled feature to “OFF”, and perform the detection setting again.

“Caution : The fan is stopped” appears on the screen.

The internal fan is abnormal. Please consult your dealer. Also, stop using this unit and turn off the power.

Global
Mobile User Guide
VN-H657U (A) / VN-H657WPU
Mobile User Guide