Troubleshooting
This page provides the troubleshooting guides to help you with solving the problems while using i-PRO products.
Overview
Common
| Issue | Product Category | Countermeasure / Workaround |
|---|---|---|
| Communication error occurs on WV-ASM300, i-PRO Configuration Tool (iCT) or i-PRO Mobile App. | Camera Encoder Recorder Software Other |
Communication error due to digital certificate change - August 2023 |
| Communication error occurs on the recorder version 4.20 or older when accessing a camera. | Recorder | Communication error due to digital certificate change - April 2021 |
| How can I ground i-PRO device to reduce lightning surge? | Camera Encoder Recorder Software Other |
Countermeasure for Lightning Surge |
OS/Browser
| 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 Encoder Recorder |
Important information of pop-up blocker on Internet Explorer 11 in Windows 10 |
| How can I switch out of S mode on Windows 10 PC? | Camera Encoder Recorder Software Other |
How to switch out of S mode in Windows 10 |
View past articles
| Issue | Product Category | Countermeasure / Workaround |
|---|---|---|
| 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 |
| A fixed dome camera shows a double image depending on its vertical angle. | Camera | Double image phenomenon on fixed dome cameras |
| How can I avoid the reflected glare on the image of a dome camera when a sunshade is installed on it. | Camera | How to prevent IR reflection from a sunshade |
| An indoor PTZ camera shows a partially black image after attaching an inner cover to it. | Camera | How to avoid a shadow due to an inner cover (Indoor PTZ camera) |
| 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 |
| How can I reduce the reflected glare or ghost effect on the image? | Camera | How to prevent IR reflection in black & white mode |
|
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 may appear distorted when there are environmental vibrations. | Camera | Image distortion caused by rolling shutter of MOS / CMOS sensor |
| Out-of-focus occurs when switching between color mode and black&white mode. | Camera | Focus adjustment of the cameras with Day & Night function |
|
The image quality deteriorates and noise occurs on the image during the pan operation. Applicable model: PTZ cameras |
Camera | Notes on using PTZ Network Cameras with built-in slip ring |
View past articles
| Issue | Product Category | Countermeasure / Workaround |
|---|---|---|
| Stripe pattern (moire) appears on the image. Applicable models: WV-S1550L, WV-S2250L and WV-S2550L |
Camera | Striped pattern (moiré) phenomenon when reducing the screen size |
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 *Click here to download "Resource monitor extension". |
|
AI-VMD (WV-XAE200W): AI-Privacy Guard (WV-XAE201W): |
Camera | Troubleshooting Information for AI Analytics Applications |
ASM300
| Issue | Product Category | Countermeasure / Workaround |
|---|---|---|
| WV-ASM300 operation window displays the green screen instead of the camera image. | Software | Camera image on WV-ASM300 when using the PC diagnosis (4K camera) function |
| The combo boxes are blank on the setting windows in the Device setup screen. | Software | WV-ASM300 screen display issue 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 Encoder |
How to access the SD card on a network camera via FTP in Windows 10 |
Others
| Issue | Product Category | Countermeasure / Workaround |
|---|---|---|
| How can I check the camera status on the Status window? | Camera | Camera status information |
| Unable to play back an mp4 video downloaded from i-PRO recorder using i-PRO Mobile App, on iOS. | Recorder | How to play back mp4 video downloaded from i-PRO recorder on iOS |
| What information is required for the issue analysis during software development? | Camera Encoder Recorder Software Other |
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 |