This chapter describes some common problems that may be encountered while using the IP camera and provides possible solutions.
Symptom Cannot connect to an IP camera through a web browser.
Possible Cause You are not using a supported PC operating system or web browser, you entered an incorrect IP address for the IP camera, the PC that you are using is not on the same LAN as the IP camera, you are entering an invalid port number for an HTTP or HTTPS connection, or you are trying to access the IP camera from a device with an IP address that is restricted from access.
Recommended Action Make sure that you are using a PC that is running Microsoft Windows 2000, XP, or Vista and that your are using Internet Explorer 6.x with Service Pack 2, or later. Make sure that you enter the correct IP address. If you are connecting through a LAN, make sure that the PC is on the same network as the IP camera. If you are connecting through the Internet, make sure to enter the correct port number. Make sure that the device does not have an IP address that is restricted from access (see the "IP Filter Window" section on page 3-10.)
Symptom Cannot log in to the IP camera as the administrator.
Possible Cause You are entering the log in credentials incorrectly or have forgotten the administrator password.
Recommended Action The administrator user name is admin and the password is the one that you configured. Both credentials are case sensitive, so make sure to enter them exactly as they are configured. If you forget the administrator password, you must perform a factory reset as described in the "Resetting the IP Camera" procedure on page 2-19, then reconfigure the IP camera. If you take these actions, do not use the Upload option in the Maintenance window to reload a saved configuration file because that process restores the password that you forgot.
Symptom Configuration windows do not display when you click the Setup link in the Main window.
Possible Cause You or another user recently exited the configuration windows by exiting a browser without first clicking the Logout button. In this case, it can take up to 2 minutes before the configuration windows become available.
Recommended Action Wait 2 minutes and try again.
Symptom The motion detection feature does not send e-mail alerts.
Possible Cause The e-mail alert feature is not properly configured or the SMTP server that the IP camera uses to send the e-mail may be filtering e-mail to prevent spam from being sent from your server.
Recommended Action Configure e-mail alerts as described in the "Basic Setup Window" section on page 3-5, the "Mail/FTP/HTTP Window" section on page 3-27, and the "Event Window" section on page 3-31. Try using a different SMTP server or contact your ISP to see if SMTP access is being blocked.
Symptom The motion detection feature is configured but video files that are provided in e-mail alerts do not show moving objects.
Possible Cause The motion detection feature does not actually detect motion. It compares frames to see if they are different. Major differences between frames are assumed to be caused by moving objects, but the motion detector can also be triggered by sudden changes in light level or movement of the IP camera itself.
Recommended Action Try to avoid situations with sudden changes in light level and do not bump or move the IP camera. The motion detection feature works best when the IP camera is mounted securely in locations where there is steady. This feature may not work properly if the IP camera is outdoors.
Symptom Blurry images when viewing video.
Possible Cause The lens may be dirty, back focus may not be adjusted properly, or video settings may not be configured for optimal clarity.
Recommended Action Clean the lens on the IP camera. Adjust the focus as described in the "Adjusting the Video Image" section on page 2-17. Configure options for video as described in the "Video Window" section on page 3-16.