Troubleshooting - Canon VB-R11VE Operation Manual

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
The camera does not launch.
Camera Management Tool does not operate.
The top page of the camera is not displayed.
The Admin Tools will not launch.
The Admin Viewer will not launch.
Video is not displayed.
There is no audio.
R11 M641 M741
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• 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").
• 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).
• 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.
• 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].
• 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.
• 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.
Countermeasures