Canon VB-S30D Operation Manual

Also see for VB-S30D MKII: Specifications Operating guide Installation guide Installation guide

Contents

144Before contacting the dealer where you purchased the product or Canon's Customer Service Center, check the itemsspecified as follows. If a log message is displayed, check the details of the message and corresponding countermeasure inthe log message list.TroubleshootingProblem CountermeasuresThe camera does not start. • Check if the LAN cable is connected correctly.• Turn the camera off and on again (see “Installation Guide” > “Connecting theCamera”).VB Initial Setting Tool does not operate. • Check if the LAN cable is connected correctly.• Turn the camera off and on again (see “Installation Guide” > “Connecting theCamera”). The camera no longer responds to VB Initial Setting Tool 20 minutes afterbeing turned on.• Check if the camera and the computer in which the VB Initial Setting Tool is operatingare connected to the LAN in the same segment.• The VB Initial Setting Tool may not function when the [Windows Firewall] function isenabled. In this case, see “Notes on Use When the [Windows Firewall] Function isEnabled” (p. 19).• Check if you are using an older version of the VB Initial Setting Tool.The top page of the camera is not displayed. • Check if the LAN cable is connected correctly.• Check if the network to which the camera is connected is set up correctly. Inparticular, check if the IP address, subnet mask and default gateway address are setwithin the ranges supported by the applicable network.• If you have changed the IP address, the new address will not become effective untilthe camera is rebooted.• Check if the correct URI (camera IP address) is entered in your web browser (p. 32,p. 70, p. 121).• Check whether the connection is from a computer whose access is blocked in[Access Control] on the Setting page.• Check the authentication method, [User Name], [Password], combination ofcertificates, and network rules for connection in [802.1X] on the Setting page with thesystem administrator.The Admin Tools will not start.The Admin Viewer will not start.• “Your web browser is not supported.” If this message is displayed, use InternetExplorer 8 or later.• “Application could not be started. Install .NET Framework 3.5 (SP1 or later).” If thismessage is displayed, install .NET Framework 3.5 (SP1 or later) or enable settings(p. 18).• “Application could not be started. Install .NET Framework 4.5.” If this message isdisplayed, install .NET Framework 4.5 or enable settings (p. 18).• “JavaScript is not available or disabled on your web browser.” If this message isdisplayed, set [Active Script] to [Enable] in Internet Explorer's security settings. (See(2) below for instructions on how to set this.)• “Application could not be started. The following settings must be carried out to use theAdmin Viewer and Admin Tools.” If this message is displayed, set the following.(1) Install your Admin Tools Certificate (p. 26).(2) When using Internet Explorer 9 or greater, follow the steps in “Registering theTop Page of the Camera as a Trusted Site” (p. 19) and add this web site to[Trusted sites] in Internet Explorer's security settings.(3) In Internet Explorer click [Tools] > [Internet Options] > [Security] > [Customlevel] and under the Security Settings list, set [XAML browser applications],[File download] and [Launching programs and files in an IFRAME] to [Enable].Video is not displayed. • To improve video quality, refer to “[Video] Setting Video Size, Quality and Frame Rate”in “Chapter 4 Setting Page” (p. 46) to change settings and make adjustments.• Up to 30 viewers can access the camera at the same time. If this limit has beenexceeded, video is not displayed and a message appears.There is no audio. • If there is no audio, check the audio server settings of the camera and also check thesound and audio device settings for the computer.• If you are using the Admin Viewer with the administrator authorities, check if thecamera is connected to the RM Viewer or another viewer that lets the administratoruse audio.• In VB Viewer, audio cannot be used if the Canon Network Camera Audio Receiver 3.0add-on is not installed.