Canon VB-M640VE Network Camera VB-R11VE/VB-R11/VB-R10VE/VB-M641VE/VB-M641V/VB- - Page 254

Troubleshooting Before contacting the dealer where you purchased the product or Canon Customer Service Center, check the items specified as follows. If a log message is displayed, check the details of the message and corresponding countermeasure in the log message list. Problem Countermeasures The camera does not launch. • If you are using a PoE hub, check if the LAN cable is connected correctly. • If you are using an AC adapter (sold separately), check if the AC adapter is connected correctly. • Turn the camera off and on again (please refer to "Installation Guide" > "Connecting the Camera"). Camera Management Tool does not operate. • Check if the LAN cable is connected correctly. • Turn the camera off and on again (please refer to "Installation Guide" > "Connecting the Camera"). • Check if the camera and the computers in which the Camera Management Tool is operating are connected to the LAN in the same segment. • The Camera Management Tool may not function when the [Windows Firewall] function is enabled. If that happens, refer to "Check/Make Security Settings" (P. 31). 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. In particular, check if the IP address, subnet mask and default gateway address are set within the ranges supported by the applicable network. • If you have changed the IP address, the new address will not become effective until the camera is rebooted. • Check if the correct URI (camera IP address) is entered in your web browser (P. 37, P. 41). • Check whether the connection is from a computer whose access is blocked in [Security] > [Host Access Restrictions] on the Setting Page. • Check the authentication method, [User Name], [Password], combination of certificates, and network rules for connection in [Security] > [802.1X] on the Setting Page with the system administrator. The Admin Tools will not launch. The Admin Viewer will not launch. • If the message "Your web browser is not supported." is displayed, use Internet Explorer 8 or later. • If the message "Application could not be started. Install .NET Framework x.x (x is the version)." is displayed, install the corresponding version of .NET Framework or enable settings (P. 24). • If the message "JavaScript is not available or disabled on your web browser." is displayed, set [Active Script] to [Enable] in Internet Explorer's security settings. (please refer to (3) below for instructions on how to set this.) • If the message "The settings from (1) to (3) below must be carried out to use the Admin Viewer and Admin Tools." is displayed, set the following. (1) Use the installer to install your Admin Tools Certificate (P. 28) . (2) When using Internet Explorer 9 or later, follow the steps in "Register the Camera IP Address as a Trusted Site" (P. 32)and add this web site to [Trusted sites] in Internet Explorer's security settings. (3) In Internet Explorer click [Tools] > [Internet Option] > [Security] > [Custom level] 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. • If you wish to improve video quality, adjust it by changing the video size, video quality, and frame rate settings in [Basic Settings] > [Video Settings] (P. 72) in the Setting Page. • Up to 30 viewers can access the camera at the same time. If this limit has been exceeded, video is not displayed and a message appears. There is no audio. R11 M641 M741 • If there is no audio, check the audio server settings of the camera and also check the sound and audio device settings for the computers. • If you are using the Admin Viewer with the administrator authorities, check if the camera is connected to the RM Viewer or another viewer that lets the administrator use audio. • In VB Viewer, audio cannot be used if the Canon Network Camera Audio Receiver add-on is not installed. 254