General information
If you experience any trouble while using this product, the following information will solve most problems. If the trouble persists, refer to the appropriate section in this chapter according to the trouble you are experiencing.
For the latest troubleshooting information, visit https://panasonic.net/cns/pcc/support/homehawk.
Power
Use these steps to make sure that all devices are receiving power.
1.
Make sure the following devices are turned on. Check all AC adaptor connections and that all power switches are switched on.
Refer to the operating instructions included with the device for more information.
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Access point
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Cameras
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Wireless router
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Cable or DSL modem
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Network switch
2.
Make sure the electric outlets used to power the devices are functioning. If an electric outlet can be turned on and off by a switch, make sure the switch is turned on.
3.
Make sure the batteries installed in all devices have adequate charge remaining.
Check the camera battery level (Camera battery level). Refer to the Installation Guide included with your device for information about charging batteries.
Network devices
Use these steps to make sure that each of your network devices and your Internet connection are working properly.
1.
Make sure all cables connected between your wireless router and any other network devices are functioning and connected properly.
2.
Make sure that devices connected to your wireless router can connect to the Internet.
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Refer to the operating instructions included with your wireless router for troubleshooting information if necessary. For some Internet connection issues, you may need to contact your Internet service provider.
System connection
Use these steps to make sure that your mobile device can connect to your devices.
1.
Make sure that the shelf camera, floor camera, or window camera is connected to your wireless router.
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Disconnect the camera’s AC adaptor, connect it again, and wait for the camera to start up. If the camera’s LED indicator does not light in blue after a few minutes, check if DHCP (Dynamic Host Configuration Protocol) is operating for the wireless router.
2.
Make sure that the access point is connected to your wireless router.
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Disconnect the access point’s AC adaptor, connect it again, and wait for the access point to start up. If the access point’s LED indicator remains blinking in green after a few minutes, check if DHCP (Dynamic Host Configuration Protocol) is operating for the wireless router.
3.
Make sure your HD camera can connect to your wireless router.
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Disconnect the HD camera’s AC adaptor, connect it again, and wait for the camera to start up. If the camera’s LED indicator remains blinking in white after a few minutes, the camera is not connected to your wireless router.
In this case, set up the HD camera again by following the initial setup procedure (see Setting up the HD camera).
In this case, deregister the HD camera from your mobile device (Deregistering HD cameras), and then register it again (Registering HD cameras).
4.
Make sure your mobile device can connect to your shelf camera, floor camera, or window camera while you are at home.
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Check your mobile device’s wireless network settings and confirm that it is connected to your wireless router.
Next, use the [HomeHawk] app to connect to the camera, and confirm that 
or 
are not displayed in the live camera image screen (shelf camera: Viewing the live camera image screen, floor camera: Viewing the live camera image screen, window camera: Viewing the live camera image screen), camera image/recording list screen (shelf camera: Viewing the camera image/recording list screen, floor camera: Viewing the camera image/recording list screen, window camera: Viewing the camera image/recording list screen), or playback screen (shelf camera: Playing back recordings, floor camera: Playing back recordings, window camera: Playing back recordings).
or are not displayed in the live camera image screen (shelf camera: Viewing the live camera image screen, floor camera: Viewing the live camera image screen, window camera: Viewing the live camera image screen), camera image/recording list screen (shelf camera: Viewing the camera image/recording list screen, floor camera: Viewing the camera image/recording list screen, window camera: Viewing the camera image/recording list screen), or playback screen (shelf camera: Playing back recordings, floor camera: Playing back recordings, window camera: Playing back recordings).5.
Make sure your mobile device can connect to your access point while you are at home.
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Check your mobile device’s wireless network settings and confirm that it is connected to your wireless router.
Next, use the [HomeHawk] app to connect to the access point, and confirm that or are not displayed in the live camera image screen (Viewing the live camera image screen), camera image/recording list screen (Viewing the camera image/recording list screen), or playback screen (Playing back recordings).
or are not displayed in the live camera image screen (Viewing the live camera image screen), camera image/recording list screen (Viewing the camera image/recording list screen), or playback screen (Playing back recordings).6.
Make sure your mobile device can connect to your HD camera while you are at home.
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Check your mobile device’s wireless network settings and confirm that it is connected to your wireless router.
Next, use the [HomeHawk] app to connect to the camera.
7.
Make sure your front door camera or outdoor camera is registered to the access point. Register them if they are not (Registering front door cameras and outdoor cameras).
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Check the home screen (Front door camera and outdoor camera home screen) or camera image/recording screen (Viewing the camera image/recording list screen). If a camera is displayed, it is registered; if it is not displayed, it is not registered.
8.
Make sure your shelf camera, floor camera, or window camera have adequate signal strength.
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Check the signal strength (Camera signal strength) and move cameras closer to the wireless router if necessary.
9.
Make sure your front door camera or outdoor camera has adequate signal strength.
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Check the signal strength (Camera signal strength) and move devices closer to the access point if necessary.
Date and time settings
Make sure the date and time settings for the devices are correct.
If the time is incorrect, adjust the time with [Time Adjustment]. Reselect the mobile device used to match the time to as necessary.
Note:
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Mobile devices must be turned on in order to match the time.
Information on Disposal in other Countries outside the European Union
These symbols are only valid in the European Union. If you wish to discard these items, please contact your local authorities or dealer and ask for the correct method of disposal.
Note for the battery removal procedure (front door cameras and outdoor cameras only)
Refer to the “Battery removal procedure” in the Installation Guide supplied with the product.