March 2013 IPV38 / IPV38WE
5.0 Appendix
5.1 Frequently Asked Questions
Note: For most problems you might encounter, please check Network connections first.
Check the working status revealed by the indicators on the network server, hub, exchange and network
card. If abnormal, check the network connections.
I have forgotten the administrator username and/or password.
To reset the administrator username and password, press and hold down the RESET BUTTON for 15
seconds. Release the power button and the username and password will be reset back to the factory
default administrator username and password.
Default administrator username: admin
Default administrator password: None, i.e., no password
Subnet doesn’t match, double click to change
If IP Camera Tool shows error information “Subnet doesn’t match, double click to change!” Please choose
Obtain IP from DHCP server. (Figure 2.2).
If it still shows this error after obtaining IP from DHCP server, please check local area connection of your
computer, change subnet, gateway of the camera. Keep them in the same subnet as your computer.
(Figure 2.3).
IP Address configuration
Check whether IP address of the IP camera server shares the same subnet as your computer: Click My
Computer >Control Panel> Network & Dial-up Connections > LAN > Attributes >Internet
Protocols (TCP/IP), and check IP Address and Subnet Mask. Make sure they are in the same subnet
when configuring the camera’s IP address manually.
Can’t access IP camera via the Internet
Some typical reasons:
1. ActiveX controller is not installed correctly (see more details: Figure 2.9 - Figure 3.1).
2. The port that the camera is using is blocked by your Firewall or Anti-virus software. Please change to
another port number and try again. (Figure 3.2).
3. Port forwarding is not successful (for more details see Figure 7.4 - Figure 7.9).
Double check these settings and make sure they are correct.
IP Camera Tool could not find camera’s IP
Make sure the camera is connected to its power supply and the power supply is plugged in.
Check if the network cable is not loose.
Make sure DHCP is enabled in your router, don’t enable MAC address filter.
Make sure that firewall or anti-virus software does not block the camera. You can add the camera as a
trusted site in your firewall or anti-virus software.
UPnP always fails
UPnP only contains port forwarding in our recent software. Sometimes, it might fail to do port forwarding
automatically because of firewall or anti-virus software. It also relates to your router’s security settings.
So we recommend you do port forwarding manually. You can view your camera via the Internet
successfully after you do port forwarding manually in your router.
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