Canon VB-S30VE User Manual - Page 206

Troubleshooting Before contacting the dealer from whom you purchased the product or Canon Customer Service Center, check the following items. If a log message is displayed, check the details of the message and the corresponding countermeasures in the log message list. Note For information on troubleshooting for the Camera Management Tool, Recorded Video Utility, and Mobile Camera Viewer, please refer to each manual. Problem The camera does not launch. Cannot connect to the camera. The Camera Viewer will not launch. Cannot use some functions of the Camera Viewer. Video is not displayed. Countermeasures • Check if the LAN cable is connected correctly. • Turn the camera off and on again (please refer to "Installation Guide"). • 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. 38). • Check whether the connection is from a computer whose access is blocked in [Security] > [Host Restrictions] (P. 183) on the Setting Page. • Ask your system administrator whether the authentication method set in [Security] > [802.1X] (P. 188) on the Setting Page and the combination of [User Name], [Password] and certificates match the rules of the network to connect to. • If the message "Your web browser is not supported." is displayed, use Internet Explorer 9 or greater, or a version of Chrome that is guaranteed to operate. • If the message "JavaScript is not available or disabled on your web browser." is displayed, click [Network and Internet] > [Internet Options] > [Security] > [Custom level] in [Control Panel], and set [Active scripting] to [Enable]. • To enable authorized users and guest users to use the Camera Viewer, specify the following settings on the Setting Page. - Assign [Camera Control] or [Video Distribution] to authorized users/guest users in [Basic] > [User Management] > [User Authority]. - Set [Basic] > [Viewer] > [General] > [Default Page] to [Display Viewer]. - To also enable guest users to use the Camera Viewer, set [Basic] > [Viewer] > [Viewer Settings] > [User Authentication] to [Do not authenticate]. • Follow the procedure in "Adding the Camera IP Address as a Trusted Site" (P. 32) to add this website to [Trusted sites] in the [Security] settings. • If you are using a web browser other than Internet Explorer or if the Canon Network Camera Addon Module is not correctly installed when using Internet Explorer, the following functions cannot be used. - Receiving/transmitting audio - Receiving/playing H.264 video • 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 displayed 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. 206