Troubleshooting

Power supply

Symptom Cause Solution
Unit does not power on. The AC adaptor is not connected to the DC IN connector firmly. Insert the power cord firmly as far as it will go.
The AC power cord is not inserted firmly into the AC adaptor or the AC outlet. Insert the power cord firmly as far as it will go.
The LAN cable is not connected firmly between the PoE++ power delivery device and the unit. Check that the cable is inserted until it locks.
The LAN cable is connected to the OPTION connector, but not to the LAN connector. Connect the LAN cable to the LAN connector correctly.
The unit is connected to a power delivery device that does not support PoE++ (IEEE802.3bt, Type 4, Class 8 compliant). Connect to a power delivery device that supports PoE++ (IEEE802.3bt, Type 4, Class 8 compliant).
The total power consumption exceeds the maximum rating of the PoE++ power delivery device. Refer to the operating instructions for the PoE++ power delivery device.
A network cable with category rating that does not support PoE++ power delivery is connected. Use a Category 5e or higher network cable connected to the LAN connector.
The camera, PoE++ power delivery device, and peripheral devices are not connected to ground. Connect the camera, PoE++ power delivery device, and peripheral devices to ground.

Image output

Symptom Cause Solution
No image is output. Connected devices are not connected correctly. Connect the connected devices correctly.
Initial setup was not completed. Complete the initial setup using the Web App.
No image is output from the HDMI connector. A signal that is not supported by the HDMI output destination device is configured. Change the HDMI output format setting or use a device that supports the output signal.
A cable that does not support the output HDMI standard is being used. Use a cable that supports the output HDMI standard in use.
No image is output from the SDI connector. A cable that does not support the output SDI standard is being used. Use a cable that supports the output SDI standard in use.
The monitor connected to the SDI connector does not support the output signal. Use a monitor that supports the output SDI standard.
The recording format is set for RAW output. Change the recording format to a setting other than RAW output.
The HDMI output is set to SD resolution. Set the HDMI output to a resolution other than SD.
No image is output from the optical fiber or the image is distorted. The module being used does not comply with the SFF or SMPTE standards, or does not satisfy Power Level I (1.0 W). See “Outputting an Optical Fiber Signal.”
No image is output or is distorted when using external sync. An external sync signal suitable for the configured video signal format is not being input. Input an external sync signal suitable for the configured video signal format.
There is noise in the audio. The camera, PoE++ power delivery device, and peripheral devices are not connected to ground. Connect the unit, PoE++ power delivery device, and peripheral devices to ground.
The unit is being used in an environment with devices that generate strong electric and magnetic fields (such as TV/radio transmitter antennas, amateur radio transmitters, air conditioner motors, power supply transformers). Keep away from devices that generate strong electric and magnetic fields.
The lens, lens support, and drive unit are in contact with the unit or an object in the surrounding environment and an abnormal noise is emitted.
  • Attach the lens correctly.
  • Check for any obstacles near the camera.

Remote controller

Infrared remote control

Symptom Cause Solution
Infrared remote control does not function when pressed. Infrared remote control operation is disabled. Set [Technical] > [IR Remote] > [Setting] to [On] in the web menu.
The battery has been discharged or the battery polarity is incorrect. Operate the infrared remote control near the IR sensor of the unit. If the Power LED blinks, replace the battery.
Initial setup was not completed. Complete the initial setup using the Web App.
Pan/tilt operating speed is slow. The pan/tilt speed from the infrared remote control is set to normal mode. Set SETUP switch 4 to the ON position on the connector block of the unit.
Operation targeted a camera other than the intended camera. The infrared signal was received by a camera other than the intended camera. Set [Technical] > [IR Remote] > [Setting] to [Off] in the web menu of the camera you do not want to control.

RM-IP500

Symptom Cause Solution
Camera cannot be operated from the RM-IP500 Remote Controller. The power supply for the camera is not connected. Check that the POWER lamp of the unit lights up green or orange.
The camera or remote controller is not connected to the network. Check the unit and remote controller connections.
Initial setup of the camera was not completed. Complete the initial setup using the Web App.
VISCA over IP communication is not enabled. Set SETUP switch 3 to the ON position on the connector panel of the unit and reboot the unit.
The IP address of the camera changed. Check the IP address of the camera using [Network] > [Wired LAN] in the web menu or camera menu.
The IP address of the camera was changed using AUTO IP SETUP on the RM-IP500 Remote Controller. At least 20 minutes has elapsed since the camera was started. Reboot the unit. The IP address can be changed using AUTO IP SETUP within the first 20 minutes after starting the unit.

Web App

Symptom Cause Solution
Cannot connect using a web browser. A category 5e or higher LAN cable is not connected. Connect a Category 5e or higher LAN cable.
Not connected to LAN correctly or connected network is not operating normally. Check that the Link LED for the LAN connector is lit. If the Link LED is not lit, contact your network administrator.
The power supply for the camera is not connected. See the “Power supply” section above.
A valid IP address is not configured for the unit. Perform a network reset.
The configured IP address is in use on another device. Check that the IP addresses of peripheral devices are unique.
The configured subnet mask does not match the used network subnet. Perform a network reset.
The unit is being accessed on the same local network via a proxy server. Change the configuration so that a proxy server is not used.
The configured default gateway for the unit is incorrect. Perform a network reset.
The entered URL is incorrect. Enter the correct URL and try again.
The HTTP port is incorrect. Display the camera menu on an external monitor and check the setting of [Network] > [Wired LAN] > [HTTP Port]. If a value other than 80 is configured, add the HTTP port number to the host name or IP address entered in the web browser.
Example: If HTTP Port is set to 8080, enter http://<IP Address>:8080
The HTTP port number of the unit is being filtered or blocked. Change the HTTP port number of the unit to a port that is not being filtered or blocked.
Old cache of the web browser is having an adverse effect. Delete the cache from the web browser.
Cannot connect to the Web App using the 2D code (QR code). The device being used does not support mDNS. Use a device that supports mDNS.
If using a device that does not support mDNS, enter the IP address directly into the web browser.
The tablet or computer is connected to a different network than the camera. Connect the tablet or computer to the same local network as the unit.
Cannot connect to the Web App by manually entering the URL. The device being used does not support mDNS. Use a device that supports mDNS.
The tablet or computer is connected to a different network than the camera. Connect the tablet or computer to the same local network as the unit.
The authentication screen is displayed continuously. The correct user name or password was not entered. Enter the registered user name and password. If you have forgotten the registered user information, see “RESET switch” in “Connector Block” to initialize the user information for network connection.
The user name and password may have been changed by a user logged in using another web browser. Check the correct user name and password with the unit administrator.
Camera image is not displayed in the Web App. The HDMI output of the camera is set to 720×480 or 720×576. Change the resolution of the HDMI output of the unit.
An HDMI monitor that does not support the HDMI output signal of the camera is connected. Remove the HDMI monitor or use an HDMI monitor that supports the HDMI output settings.
The unit was rebooted and the session was disconnected. Wait about one minute and reload the web browser.
Old cache of the web browser is having an adverse effect. Delete the cache from the web browser.
Resolution of the camera image displayed in the Web App is low. The resolution for video stream 3 used by the Web App is set low. Increase the value using [Stream] > [Video Stream] > [Size 3] in the web menu.
Camera menu does not appear when you press the [Menu] button. The camera menu is configured so that it is not being embedded in the HDMI output signal. Set [Monitoring] > [Output Display] > [HDMI/Stream] to [On] in the web menu.
Value of a setting on the settings screen is not updated/displayed properly. The settings screen of the Web App does not automatically reflect the settings changed in another Web App. Press the [Reload] button at the bottom of the settings screen of the Web App. The values of the settings on the displayed setup screen are reloaded and updated.
The settings of temporary Internet files are having an affect. Delete the cache from the web browser.
Cannot download configuration file or log. The download file function of the web browser is disabled. Enable the download file function of the web browser.
Settings screen of the Web App is accessible, but cannot perform operations on the live operation screen and playback operation screen. The Web App operation screen is locked. Set the operation lock switch at the top right in the Web App to the (Operation Unlock) position.
Web App screen takes some time to display. The streaming image of the unit is being viewed by multiple users simultaneously. Reduce the number of users that can access the Web App simultaneously.
Image is distorted or jerky. The video information is not transmitted properly due to congestion in the communications path. Reduce the streaming bit rate, set [Video Stream 3] > [Size] to the smallest option, or reduce rate to create a margin in the communications band.
Multiple web browsers are running on the tablet and are occupying memory. Close any web browsers that are running in the background.
Too many web browser tabs are open, slowing down operation. Close any tabs not being used.
Excessive accumulation of web browser cache and browsing history is slowing down operation. Delete the cache of the web browser.

Shooting

Camera

Symptom Cause Solution
Image looks distorted at the start and end of pan/tilt operation. The image may be distorted if the image stabilization function of the lens is turned on. Turn off the image stabilization function of the lens.
Angle of view changed without user operation. Lens breathing occurred. See “Breathing Compensation.”
Cannot operate the focus, zoom, or iris. The settings of switches on the lens may be incorrect. See “Checking the Lens Switches.”

Pan/tilt

Symptom Cause Solution
Cannot reset the pan/tilt. The pan/tilt lock lever is in the LOCK position. Slide the pan/tilt lock lever to the UNLOCK position.
Camera does not stop in the expected position. The camera block is out of balance. Move the camera block forward/rearward to an appropriate position as described in “Attaching a Lens,” and then turn the unit on again.
A lens that does not support pan/tilt is attached. Refer to the lens compatibility information and attach a lens that supports pan/tilt, and then turn the unit on again.
Cannot execute pan/tilt reset. Execute a pan/tilt reset as described in “Resetting the Pan/Tilt.”
An unexpected force was applied to the camera head, causing a pan/tilt control error.
Camera does not return to the front when the (Pan/tilt home) button is pressed. Ceiling mount mode has been activated. Set [Pan-Tilt] > [P/T Direction] > [Ceiling] in the web menu according to the actual installation, and then turn the unit on again. When mounted on a ceiling, the connector block will be at the front of the camera.
Pan/tilt operation is restricted. Pan/tilt range limit is configured. Clear the pan/tilt range limit settings, as required, as described in “P/T Range Limit.”
An unexpected force was applied to the camera head, causing a pan/tilt error. Execute a pan/tilt reset as described in “Resetting the Pan/Tilt.”
Pan/tilt operation moved in the opposite direction. The ceiling mount mode setting is different than the actual mounting state. Set [Pan-Tilt] > [P/T Direction] > [Ceiling] in the web menu according to the actual installation.
Settings related to the pan/tilt direction were changed. Check the [Pan-Tilt] > [P/T Direction] settings in the web menu.
Image does not move smoothly at the start and end of pan/tilt operation. The pan/tilt operation acceleration/deceleration setting is too high. Reduce the pan/tilt operation acceleration/deceleration setting to make the motion at the start and end of pan/tilt operation smoother using [Pan-Tilt] > [P/T Acceleration] > [Ramp Curve] in the web menu or camera menu. Note that this will mean that the lens takes longer to reach the maximum speed.
Pan/tilt operation stopped. The camera block is out of balance. Move the camera block forward/rearward to an appropriate position as described in “Attaching a Lens,” and then turn the unit on again.
The ramp curve (acceleration/deceleration) setting is too high for the attached lens. If a large lens is attached, reduce the value of [Pan-Tilt] > [P/T Acceleration] > [Ramp Curve] in the web menu or camera menu.
A large lens is being used. Contact your Sony support representative.
Unit is obstructed when the pan/tilt is operated. The lens support pedestal attachment screw clamp lever hits the camera. Turn the lens support pedestal attachment screw clamp lever so that it is pointing up.
The lens support clamp lever hits the camera. Turn the lens support clamp lever so that it is pointing up.
The camera head lock lever hits the camera. Check that the camera head lock lever is fully in the LOCK position.
Abnormal noise occurs during pan/tilt operation. The camera is out of balance. Move the camera head forward/rearward to an appropriate position so that the slide base is horizontal.
The ramp curve (acceleration/deceleration) setting is too high for the attached lens. If a large lens is attached, reduce the value of [Pan-Tilt] > [P/T Acceleration] > [Ramp Curve] in the web menu or camera menu.
The camera head is not fixed in position and there is a moving noise during operation. Set the camera head lock lever to the LOCK position.
Cannot save a preset position. A preset cannot be saved if Clear Image Zoom is operating. Set the Clear Image Zoom ratio back to 1×. (state where the ratio is not displayed on the right of (Zoom ratio))
Framing is offset when playing back a preset position. The temperature of the environment may have changed significantly between when a preset position was saved and when it is played back. Save the preset position again.
Lens calibration is not performed. Run the calibration using [Technical] > [Lens] > [Lens Calibration] in the camera menu.
A different lens is attached than the lens that was attached when the preset was saved. Or the zoom position for manual zoom is different. Save the preset position again.
The framing control panel of the Web App is grayed out and cannot be operated. The pan/tilt operation is unavailable while the thumbnail screen is displayed and during playback. Display the playback control screen and exit the thumbnail screen display or stop playback.
The pan/tilt operation is unavailable when the camera image cannot be displayed in the Web App. See “Web App” in “Troubleshooting.”
The pan/tilt lock lever is in the LOCK position. Slide the pan/tilt lock lever to the UNLOCK position.
“Execute Pan-Tilt Reset” is displayed below the framing control panel in the Web App. An unexpected force was applied to the camera head, causing a pan/tilt error. Execute a pan/tilt reset as described in “Resetting the Pan/Tilt.”

Recording / playback

Symptom Cause Solution
Recording does not start when you press the record START/STOP button. The memory card is full. Replace the memory card with one having sufficient space.
The memory card needs restoration. Restore the memory card as described in “Restoring Memory Cards.”
The recording/tally lamp is configured as a tally lamp, so the recording status cannot be determined by the lamp. Configure the recording/tally lamp to function as a recording lamp as described in “Connecting a Tally Signal.”
Audio recording is not possible. A microphone is not connected. Connect a microphone or audio device to the AUDIO IN connector on the connector block.
The [Master Input Level] setting is at the minimum value. Adjust [Master Input Level].
Recorded sound is distorted. The audio input level setting is too high. Adjust [CH1 Input Level] to [CH4 Input Level] and [Master Input Level].
When using a microphone in a loud environment, such as a live music venue, first adjust [AUDIO IN CH1 MIC Ref.] and [AUDIO IN CH2 MIC Ref.].
Recorded sound has a high noise level. The audio input level setting is too low. Adjust [Audio Input Level] and [Audio] > [Audio] > [Audio Input] > [AUDIO IN CH1 MIC Ref.] or [AUDIO IN CH2 MIC Ref.] settings.
Clips cannot be played back. The clip is being edited. Clips cannot be played back if you have modified file names or folders, or if the clip is in use on a computer. This is not a malfunction.
The clip was recorded using a camera other than this unit. Clips recorded using a camera other than this unit may not be played back, or displayed in incorrect size. This is not a malfunction.

File transfer

Symptom Cause Solution
File uploading fails. The user name and password on the server are not correct. The user name and password on the server may not be correct. Enter the correct entries.

IP streaming

Symptom Cause Solution
Streaming not available. The user name or password entered in the client application to view streaming from the unit is incorrect. If the streaming format of the unit is set to [RTSP], [SRT-Listener], or [NDI|HX], it is necessary to enter the user name and password set for this unit in the client application. Enter the correct user name and password.
The streaming protocol is not set. Select the target protocol using [Stream] > [Stream Setting] in the web menu.
Six or more RTSP sessions have been set. Set the number of sessions to five or fewer.
UDP port number is not set correctly. Set the port number and other settings for the target protocol using [Stream] > [Stream] > [Stream Setting] in the web menu.
UDP communication is blocked. Check the security software settings.
Audio is not being streamed. Audio output streaming is set to [Off]. Set [Stream] > [Audio Stream] > [Setting] to [On] in the web menu.
Streaming was disconnected. The protocol setting or streaming codec settings were changed during streaming. Set the protocol setting and streaming codec settings before starting streaming.
Picture size of [Video Stream 1] cannot be set to 4096×2160 or 3840×2160. The picture size is 1920×1080 when [Output Format] is set to HDMI. The picture size for streaming cannot be set higher than the HDMI picture size. Change the HDMI picture size using [Monitoring] > [Output Format] in the web menu.
Frame rate of [Video Stream 1] cannot be set to 60 FPS or 50 FPS. The streaming frame rate is set to 29.97 or lower. The frame rate used for streaming is limited by the system frequency. Change the system frequency using [Rec Format] > [Frequency] in the web menu.
[Video Stream 3] stream cannot be accessed. [Video Stream 3] does not support RTSP/SRT/NDI. Use [Video Stream 1] or [Video Stream 2].
RTSP/SRT screen is not updated/displayed properly. The port number used for RTSP or SRT is being filtered or blocked. Change the RTSP or SRT port number to a port that is not being filtered or blocked by devices receiving the stream. Or change the port number used for RTSP or SRT on the unit.
Image is distorted or jerky. The video information is not transmitted properly due to congestion in the communications path. Reduce the streaming bit rate or set the [Video Stream 2] codec ([Codec 2]) to [Off] to create a margin in the communications band.
The order of video packets has changed within the communications channel. Use the same Internet service provider on both the unit side and the receiver side.
Not detected as NDI device. The streaming protocol is not set to NDI|HX. The streaming protocol must be set to NDI|HX in order to detect the unit as an NDI device. Set [Stream] > [Stream Setting] to [NDI|HX] in the web menu.
Cannot be used as an NDI device. An NDI|HX license is not installed. Install an NDI|HX license. You can check whether there is an NDI|HX license using [Stream] > [Stream] > [Stream Setting] > [NDI|HX] > [License] in the web menu.

Connection with external devices

External synchronization

Symptom Cause Solution
Cannot synchronize to external source. An external sync signal suitable for the configured video signal format is not being input. Input an external sync signal suitable for the configured video signal format.
Unit is double-terminated. The unit has a built-in 75 Ω terminator. Connect directly to a signal source (one-to-one) or use a distributor (splitter).

Tally

Symptom Cause Solution
Tally lamp does not light up. The tally lamp brightness is set to Off. Set the appropriate brightness using [Technical] > [Tally] > [Tally Lamp Brightness] in the web menu.
The recording/tally lamp is configured as a recording lamp. Configure the recording/tally lamp to function as a tally lamp as described in “Connecting a Tally Signal.”
RM-IP500 is connected and VISCA over IP is disabled. Set SETUP switch 3 to the ON position on the connector block of the unit.
The OPTION connector connection is incorrect or the target pin is not short-circuited to GND. Short-circuit pin 7 or pin 8 of the OPTION connector to GND as described in “Connecting a Tally Signal.”

Lens controller

Symptom Cause Solution
[Communication Error] is displayed in (Camera status). The camera cannot communicate with the lens controller. Check the connection between the unit and lens controller, then power cycle the unit and lens controller.
[Rotation Error] is displayed in (Camera status). A rotation error occurred in the lens controller. The stored zoom movement range and the lens movement range may not match. Initialize the lens controller.
If the problem persists, contact the representative of the lens controller manufacturer.
[System Error] is displayed in (Camera status). A system error occurred in the lens controller. Check the connection between the unit and lens controller, refer to the lens controller operating instructions and initialize the lens controller, or power cycle the unit and lens controller.
If the problem persists, contact the representative of the lens controller manufacturer.
[Unknown Error] is displayed in (Camera status). An unknown error occurred in the lens controller. Check the connection between the unit and lens controller, refer to the lens controller operating instructions and initialize the lens controller, or power cycle the unit and lens controller.
If the problem persists, contact the representative of the lens controller manufacturer.
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