Canon VB-S30D Mark II Network Camera Operation Guide - Page 227

Problem Video is not displayed. There is no audio. The camera cannot be controlled. The viewer gets disconnected. You forgot the administrator password. Data cannot be uploaded. Countermeasures • The number of Viewers that can access the camera at the same time is restricted by the setting in [Maximum Number of Clients] in [Server] > [Video Server] (a maximum of 30 can be specified). If this restriction is exceeded, a message is shown and video is not displayed. • Video can only be displayed by authorized users and guest users if [Video Distribution] privileges are assigned. Ask your administrator to assign [Video Distribution] privileges in [Basic] > [User Management] > [User Authority]. • If the Viewer is opened with Internet Explorer 10 or 11 on a 64-bit operating system, H.264 video may not be able to be received or played if the camera is added to the list of trusted sites and the enhanced protected mode is enabled. In this case, add the camera to the list of trusted sites and disable the protected mode of trusted sites. • Configure to exclude the camera, or the software where the problem occurred, in your security software. • If there is no audio, check the settings in [Video and Audio] > [Audio] on the Setting Page as well as the sound and audio device settings for the computer. • If the Camera Viewer is used with administrator privileges, check whether the Viewer using audio with the administrator privileges of RM Viewer, etc. is connected to the camera. • Audio can only be used by authorized users and guest users if [Audio Distribution] privileges are assigned. Ask your administrator to assign [Audio Distribution] privileges in [Basic] > [User Management] > [User Authority]. • If the Viewer is opened with Internet Explorer 10 or 11 on a 64-bit operating system, the audio may not be able to be received or transmitted if the enhanced protected mode is enabled. In this case, add the camera to the list of trusted sites and disable the protected mode of trusted sites. • Audio input from the microphone will not be received because there is no sound sent from the camera in the following cases. HM4x H730 - While audio is being transmitted from the viewer to the camera or while an audio file is being played back when [Audio Communication Method] is set to [Half Duplex] in [Video and Audio] > [Audio] > [General Audio] on the Setting Page • Configure to exclude the camera, or the software where the problem occurred, in your security software. • If you connect the Camera Viewer as an administrator, you will have exclusive possession of the camera control privileges. If you connect to the Viewer as an authorized user or guest user, you cannot control the camera unless the administrator releases camera control. Consult the administrator (P. 43). • If the durability limit for pan/tilt operations is exceeded, the camera may not be able to perform pan/tilt, focus, or zoom operations correctly (P. 56). S30 S31 • Check the network and computer for abnormality. • Reboot the computer and connect again. • Connections from authorized users and guest users are disconnected while creating a panorama image. HM4x S30 S31 • Configure to exclude the camera, or the software where the problem occurred, in your security software. • You can initialize all settings of the camera excluding date and time using the reset switch (P. 225). After performing initialization, use the Camera Management Tool to register the administrator account again. The IP address and subnet mask, etc. also need to be set again because the network settings are initialized. • Check that the upload destination of [Video Record] > [Upload] and the upload operation upon an event of the [Event] menu are both set correctly. • The settings for an upload destination that has been applied can be checked by executing a server upload test in [Video Record] > [Upload] on the Setting Page (P. 144). • Check [Maintenance] > [Log] > [View Logs] > [View Logs] or logs on the server to check the detailed operating environment. For details on [View Logs], please refer to "Uploader error" (P. 214), "Uploader warning" (P. 217), or "Uploader notification" (P. 221) of "List of Log Messages". Also please refer to "Important" on P. 144. • For the server settings, contact your system administrator. Appendix 6 209