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This page provides the troubleshooting guides to help you with solving the problems while using i-PRO products.


  1. Installation
  2. OS/Browser
  3. Image quality
  4. Extension software
  5. ASM300
  6. SD memory card
  7. Others


Issue Product Category Countermeasure / Workaround
How can I ground i-PRO device to reduce lightning surge? Camera
Countermeasure for Lightning Surge【C0121】  


Issue Product Category Countermeasure / Workaround
What should I do with the pop-up blocker that appears on Internet Explorer 11 on the Windows 10 PC? Camera
Important Information About Pop-up Blocker on Windows10/Internet Explorer11
How can I switch out of S mode on Windows 10 PC? Camera
"S mode" of Windows 10
How can I perform Windows Update on the WV-ASF950 server PC? Software About Windows Update on WV-ASF950 server  

Image quality

Issue Product Category Countermeasure / Workaround
How can I improve the blur image on far objects under low illuminance? Camera How to get deep depth of field【C0127】 
A fixed dome camera shows a double image depending on its vertical angle. Camera Double image phenomenon on fixed dome cameras【C0128】 
The image appears distorted due to the ponding water. Camera How to avoid image distortion due to the ponding water on the ClearSight dome cover【C0130】 
How can I reduce the reflected glare or ghost effect on the image? Camera How to prevent IR reflection in black & white mode【C0109】

The image quality deteriorated after the ambient temperature changed largely.

Applicable models: Network cameras with Auto Back Focus (ABF) or Auto Focus (AF) function

Camera Ambient temperature effects on camera images 
The image becomes unstable due to the ambient vibration. Camera Vertical Image Distortion on network cameras using the MOS Sensor
Out-of-focus occurs when switching between color mode and black&white mode. Camera Further information regarding focus adjustment of the cameras with Day & Night function【C0315】
Stripe pattern (moire) appears on the image. Camera On the striped pattern (moire) phenomenon at the time of reducing the display screen

The image quality deteriorates and noise occurs on the image during the pan operation.

Applicable model: PTZ cameras

Camera Notice on using PTZ-type Network Cameras built-in with Slip Rings【C0125】
Packet loss occurs on the recorder when it is directly connected to a switching HUB that implements Energy Efficient Ethernet (IEEE 802.3az). Recorder Influence of Energy Efficient Ethernet on WJ-NX series and other recorders.

Extension software

Issue Product Category Countermeasure / Workaround
The extension software installed on the camera is not working properly. Camera

Troubleshooting for i-PRO with AI engine【C0317】  

*Click here to download "Resource monitor extension".
Refer to "How to use “Resource monitor extension” tool" in chapter 4.

- The detection accuracy has decreased.
- False positive and true negative alarms occur

AI-Privacy Guard (WV-XAE201W):
- Blurring and Blocking processings are not working properly

Camera Troubleshooting Information for AI Analytics Applications  


Issue Product Category Countermeasure / Workaround
WV-ASM300 operation window displays the green screen instead of the camera image.  Software Camera image display when using the “PC diagnosis (4K camera)” function
The combo boxes are blank on the setting windows in the Device setup screen. Software Screen Display on Windows 10 version 1903

SD memory card

Issue Product Category Countermeasure / Workaround
Unable to playback the H.265 images in an SD memory card on a Windows 10 PC. Camera This issue occurs after performing "Windows 10 Fall Creators Update(Version 1709 / RS3)" because this update deletes HEVC codec required for playback.  Click here for how to confirm if HEVC codec is installed on the PC or not.
Unable to access the SD memory card on a camera via FTP site. Camera
How to access the SD card on a network camera via FTP in Windows 10


Issue Product Category Countermeasure / Workaround
How can I check the camera status on the Status window? Camera Status Information Description Page【C0111】
What information is required for the issue analysis during software development? Camera
Required information for analyzing software development issues
Camera settings are changed unexpectedly when accessing the camera from a Windows 10 PC whose version is 1903 or later. Camera Workaround for unexpected setting change on i-PRO network cameras  
Communication error occurs on the recorder version 4.20 or older when accessing a camera. Recorder Change of digital certificate  

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