COMPRO IP70 - Page 67

9-9Symptoms, Causes and Solutions
Chapter 9: Troubleshooting
Symptom Possible Cause/Solution
Successful log in to the
camera but no image
is displayed
The Compro ActiveX component is not installed.
If you are viewing the camera video on Internet Explorer, make sure you have installed
and enabled Compro ActiveX component. Open your Internet Explorer browser and go
to[Tools]>[ManageAdd-ons]andcheckthatyou’vegotboththe“ComproClientActivex”
and“USActiveX”controlcomponentsregisteredandenabled.Refertothe"Troublewith
theActiveXClient"secionofthismanualforfurtherhelp.
The VLC codec is not installed for non-IE browser.
If you are viewing camera video on Firefox, Safari, or Chrome, make sure your VLC codec
is properly installed. (Visit www.videolan.org/vlc/ to download the codec.)
Successful access
on local network
but having problem
accessing from
Internet.
The entered hostname/WAN IP address is incorrect.
Make sure you entered the correct hostname (if you use iDDNS) or the WAN IP address of
your camera in the location eld of the web browser.
The LAN network is not connected to Internet.
You need to have access to the Internet when trying to view your network camera
remotely. Equally, your camera installed on a LAN network also needs to have access
to the Internet for your camera to be accessed remotely. Check if you can browse the
Internet on your LAN network. If not, contact your network administrator for assistance.
The camera's WAN IP address has changed but yet to be updated into DNS cache.
If you use DDNS service, the information of your camera's IP address and the domain
name the IP address is linked to is stored in the DNS cache. The cache is used to retrieve
the IP information by the DNS server which translates entered hostname into the
camera's IP address. Though the information is updated every few minutes (determined
by the value of TTL, Time to Live), occasionally the DNS information changes (e.g. your
camera acquires new IP) but the old information is still stored in the cache, resulting in
connection failure.
When this happens, try waiting a few minutes for the new IP information to be updated
onto DNS server and then retry connection, or try to decrease the TTL value. If it still
doesn't work, refer to other possible causes and solutions, or contact Compro for
technical support.
The router's conguration does not allow incoming trac to the camera.
If you want to make your camera located on a LAN network accessible from the Internet,
you need to enable port forwarding on your router and allow incoming trac on the
HTTP and RTSP ports your camera is using (your router may require a reboot after port
forwardingisset).Refertothe"RemoteViewingviaInternetExplorer"sectionintheuser
manual for detailed information. If you don't know how to enable port forwarding on
the router, consult the manufacturer of your router for instruction.