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Troubleshooting
Before contacting the Canon Customer Service Center, check the following items.
Power
Connection to cameras takes time after the power is
turned on
• When [IPv4 Settings Method] in the SYSTEM menu
is set to [DHCP/AutoIP], it takes time to assign an IP
address. You can set the IP address manually for a
shorter startup time (P. 38).
Operation
Cameras are not searched
• The device can search for up to 200 cameras.
Cameras 201 onwards are not searched.
The camera cannot be controlled
• Check that the camera is connected to power and is
not on standby.
• For IP connected cameras, make sure that the
camera is connected to the same subnet as the
device.
• For cameras with a serial connection, connect the
camera to the RS-422 1-5 terminals.
• Make sure the camera is selected to be controlled.
• Check the camera's connection settings.
• Check that the ENABLE button of each operation
area is enabled.
The camera cannot be selected
• PRESET / GROUP Select mode is active. Press the
SELECT button to switch to CAMERA Select mode,
then select a camera (the CAMERA / GROUP lamp
illuminates in green).
Displays and Lamps
The ALARM lamp illuminates in red
• Camera pan/tilt operation cannot be performed
when the respective camera status lamp illuminated
in red. Restart the camera. If the problem persists,
consult the Canon Customer Service Center.
IP video is not displayed
• Make sure that the camera settings grant video
distribution privileges to the user, and that the
camera's [Administrator Name/User Name] /
[Password] (P. 65) are set correctly on the device.
The device does not turn on
• Connect a DC power supply that conforms to the
device's power specifications, or connect the
device to a LAN hub that supports PoE+.
• During PoE+ power supply, the LAN cable was
connected to the RS-422 terminal. Connect it to the
LAN terminal.
Changes in camera settings are not reflected
• There was an attempt to change a setting item that
is not available with the current camera settings.
Depending on the status of the camera, you may be
able to set unavailable setting items (operating
sounds and lamps are also operated). Check the
camera's settings.
The camera's pan/tilt cannot be controlled
• Check that the pan/tilt operation area's ENABLE
button is illuminated in orange.
Settings cannot be changed
• There was an attempt to perform a setting that is not
allowed with the current [Operation Mode] setting.
Check the [Operation Mode] setting (P. 63).
Multi Preset (Control Range: All) does not operate
correctly
• The IP addresses of cameras in different groups are
duplicated. Change the IP address of one of the
cameras.
The POWER lamp flashes
• The device cannot be started. Turn the POWER
switch on/off. If the problem persists, consult the
Canon Customer Service Center.
The screen display is incorrect
• Camera or device settings were changed from the
remote camera's Settings Page, the Multi-Camera
Management Application, or another controller. It
may be corrected by switching the menu page or
turning the menu display on/off.
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