Troubleshooting

Power supply

Symptom Cause Solution
Unit does not power on. The power cable is not connected to the DC IN connector firmly. Insert the power cable firmly as far as it will go.
The power cable is not connected securely to a DC IN power supply or power outlet. Insert the power cable 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 VISCA IN/OUT connector or 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.
A signal that is not supported by the HDMI output destination device is configured. The SDI2 connector is affected by the HDMI output.
Change the HDMI output format setting or use a device that supports the output signal.
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.
Camera menu does not appear when you press the [Menu] button. The output system on which you want to display the camera menu is configured not to overlay the camera menu. Set [Monitoring] – [Output Display] – [SDI1] or [SDI2/HDMI/Stream], whichever system you want to use, to [On] in the web menu.
During PTZ auto framing, the camera menu cannot be embedded in the SDI2/HDMI output signal. Set [Monitoring] – [Output Display] – [SDI1] to [On] in the web menu and use the SDI1 output signal.

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 ID of the infrared remote controller does not match the ID of the unit. Set SETUP switches 1 and 2 on the connector block of the unit and the CAMERA SELECT switch of the infrared remote controller to the same setting.
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.
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.
The camera that you want to control and another camera are set with the same ID. Change the setting of SETUP switches 1 and 2 on the connector block of the unit and the ID of the camera using the CAMERA SELECT switch of the infrared remote controller.

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 (RS-422 standard) or VISCA over IP communication is not enabled. Set SETUP switch 4 to the ON position on the connector panel of the unit and reboot the unit.
The RM-IP500 is configured differently from the connection method. Refer to the RM-IP500 instruction manual for instructions on how to switch between VISCA RS-422 (serial) connection and LAN connection.
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 “Unit does not power on” in the “Power supply” section above.
A valid IP address is not configured for the unit. Perform a network reset.
  • For details about resetting network settings, see “Resetting Unit Settings.”
Set the unit to fixed IP address mode and connect it directly to a computer set to 192.160.0.200 or other unique address. Specify 192.160.0.100 in a web browser to open the Web App.
  • For details, see “Connecting the Unit to a Network Device Via Wired Connection.”
The configured IP address is in use on another device. Check that the IP addresses of peripheral devices are unique.
First, connect the unit directly to a computer on which a web browser is open, and then start the unit in fixed IP address mode.
  • For details, see “Connecting the Unit to a Network Device Via Wired Connection.”
An IP address conflict occurred because a device configured to fixed IP address mode was connected to the same network. Set SETUP switch 8 (fixed IP address mode) to the OFF position on the unit and reboot the unit.
The configured subnet mask does not match the used network subnet. Perform a network reset.
  • For details about resetting network settings, see “Resetting Unit Settings.”
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.
  • For details about resetting network settings, see “Resetting Unit Settings.”
The entered URL is incorrect. Enter the correct URL and try again.
  • For the URL of the Web App, see “Accessing the Web App from a Web Browser.”
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 were 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 SDI2/HDMI output signal. Set [Monitoring] – [Output Display] – [SDI2/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 effect. 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 the frame 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

Pan/tilt

Symptom Cause Solution
Camera does not stop in the expected position. 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 setting 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.”
A pan/tilt error occurred. Execute a pan/tilt reset as described in “Resetting the Pan/Tilt.”
Pan/tilt operation moved in the opposite direction. The ceiling mount 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] setting 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.
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.
Pan/tilt and zoom are not synchronized when a preset position is recalled. The lens zoom speed range is outside the pan/tilt transition speed range. Adjust the pan/tilt transition speed or transition time so that the range falls within the zoom speed range.
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.”
“Execute Pan-Tilt Reset” is displayed below the framing control panel in the Web App. A pan/tilt error occurred. Execute a pan/tilt reset as described in “Resetting the Pan/Tilt.”
Cannot rename a preset position.

Starting with software version 2.0, there are restrictions on the characters that can be entered. Some characters that could previously be used are no longer valid.
Characters that can be used in a preset name:

  • Alphanumeric characters
  • Space character
  • Symbols
    ! # $ ` ( ) * + - . / ; < = > ? @ [ \ ] ^ _ '
 If there are any preset positions that use restricted characters, delete all of the corresponding presets and register the presets again using valid characters.
Reset the camera to the factory default state.

PTZ auto framing

Symptom Cause Solution
PTZ auto framing cannot be turned on. Pan/tilt/zoom operation does not stop. Turn on PTZ auto framing again after stopping the pan/tilt/zoom.
Tracking does not start. A tracking target has not been selected. Tap a person.
A person is outside the tracking range. Change the [Tracking Range] setting or turn the function off.
A person’s face frame is green but is not tracked. Operation is paused. Press the [Resume] button in the PTZ AFR control panel or tap the person you want to track.
Tracking is disrupted. The person is too large in the composition. Make the person smaller, for example, so there is more space in the direction of movement.
Tracking suddenly stops. A tracking target exited the tracking range. Change the [Tracking Range] setting or turn the function off.
[Personal Identification] is turned on and facial recognition is functioning. If the operation is unintentional, turn [Personal Identification] off.
[Registered Face Tracking] is turned on and facial recognition is functioning. If the operation is unintentional, turn [Registered Face Tracking] off.
Tracking switches to a person with a similar face when they appear on screen. [Personal Identification] is turned on and facial recognition is functioning. If the operation is unintentional, turn [Personal Identification] off.
[Registered Face Tracking] is turned on and facial recognition is functioning. If the operation is unintentional, turn [Registered Face Tracking] off.
Cannot register a face. Face is near the edge of the image. Shoot the image so that the face is within 80% of the image width.
Face appears extremely large or small. Change the size of the face in the image before shooting.
Face is hidden. Have the subject face forward and remove any objects (sunglasses, masks, etc.) before shooting.
Cannot focus on the tracking target or other people due to multiple people within the field of view. Auto focus is active. Use manual focusing.
Cannot rename a composition preset.

Starting with software version 2.0, there are restrictions on the characters that can be entered. Some characters that could previously be used are no longer valid.
Characters that can be used in a preset name:

  • Alphanumeric characters
  • Space character
  • Symbols
    ! # $ ` ( ) * + - . / ; < = > ? @ [ \ ] ^ _ '
 If there are any composition presets that use restricted characters, refer to the “BRC-AM7 CGI Command List” document and rename the corresponding composition presets using a CGI command.
Reset the camera to the factory default state.
Cannot rename registered face data.

Starting with software version 2.0, there are restrictions on the characters that can be entered. Some characters that could previously be used are no longer valid.
Characters that can be used in a preset name:

  • Alphanumeric characters
  • Space character
  • Symbols
    ! # $ ` ( ) * + - . / ; < = > ? @ [ \ ] ^ _ '
 If there are any face images that use restricted characters, register the names of all face images again using valid characters.
Reset the camera to the factory default state.

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.”
PoE++ power supply is in use. Supply power from the DC IN connector.
Audio recording is not possible. A microphone is not connected. Connect a microphone or audio device to the AUDIO IN 1, AUDIO IN 2, or MIC 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 1 MIC Ref.] and [AUDIO IN 2 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 1 MIC Ref.] or [AUDIO IN 2 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. Check 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 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 60fps or 50fps. 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.

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 or PTZ AFR indicator. 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 4 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.”
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TP1001804717