Troubleshooting - Canon VB-M40 Operation Manual

Troubleshooting

Before contacting the dealer where you purchased the product or Canon's 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 start.
VB Initial Setting Tool does not operate.
Camera Angle Setting Tool does not operate.
The top page of the camera is not displayed.
The Admin Tools will not start.
The Admin Viewer will not start.
Video is not displayed.
The image is not displayed in the Viewer PTZ
panel.
8
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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 (optional), check if the AC adapter is connected
correctly.
• Turn the camera off and on again (See "Connecting the Camera" in the "Installation
Guide").
• Check if the LAN cable is connected correctly.
• Turn the camera off and on again (See "Connecting the Camera" in the "Installation
Guide"). The camera no longer responds to VB Initial Setting Tool 20 minutes after
being turned on.
• Check if the camera and the PC in which the VB Initial Setting Tool is operating are
connected to the LAN in the same segment.
• The VB Initial Setting Tool may not function when the [Windows Firewall] function is
enabled. In this case, see "Notes on Use When the [Windows Firewall] Function is
Enabled" (P. 1-8).
• Check if you are using an older version of the VB Initial Setting Tool.
• Check if the LAN cable is connected correctly.
• Check if the camera and the PC in which the Camera Angle Setting Tool is operating
are connected to the LAN in the same segment.
• "Application could not be started. Install .NET Framework 3.5 (SP1 or later)." If this
message is displayed, install .NET Framework 3.5 (SP1 or later) or enable settings
(P. 1-7).
• 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. 4-2,
P. 5-32, P. 7-4).
• "Your web browser is not supported." If this message is displayed, use Internet
Explorer 7.0 or later.
• "Application could not be started. Install .NET Framework 3.5 (SP1 or later)." If this
message is displayed, install .NET Framework 3.5 (SP1 or later) or enable settings
(See P. 1-7).
• "JavaScript is not available or disabled on your web browser." If this message is
displayed, set [Active Script] to [Enable] in Internet Explorer's security settings. (See
(2) below for instructions on how to set this.)
• "Application could not be started. The following settings must be carried out to use the
Admin Viewer and Admin Tools." If this message is displayed, set the following.
(1) Register your Admin Tools certificate (P. 4-3).
(2) When using Internet Explorer 9 or greater, follow the steps in "Registering the
Top Page of the Camera as a Trusted Site" (P. 1-8) and add this web site to
[Trusted sites] in Internet Explorer's security settings.
(3) In Internet Explorer click [Tools] > [Internet Options] > [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].
• To improve video quality, refer to "[Video] Setting Image Size, Quality and Frame
Rate" in "Chapter 5 Setting Page" (P. 5-13) to change settings and make adjustments.
• 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 the [Maximum Number of Clients] is configured to 0 under [Image Server] in the
Settings page, the image will not be displayed in the Viewer PTZ panel. Increase the
number in [Maximum Number of Clients].
Countermeasures