Troubleshooting Quick Reference

Here you can find some general troubleshooting steps if you're running into issues with your EC20 camera. If none of the below steps resolve the issue please contact our support. See: Contact Epiphan Support.

 

Firmware update is unsuccessful

If your EC20 is currently running firmware version 2.0.16 or 3.3.40, the upgrade to version 3.4.40 may not finalize on the first attempt. In some cases the camera may require multiple upgrade attempts, or a reboot between attempts, before the upgrade will complete successfully.

Follow the instructions below:

  1. Check the Device Info page of the web interface to confirm the current version of firmware installed on your EC20.
  2. If it's running version 3.3.40:
    1. Reboot the EC20.
    2. Attempt to update with the OTA (Over the Air) method by clicking Check for Updates, and then Update from the Device Info page.
    3. If this does not work, or your EC20 does not have internet access continue to the steps for version 2.0.16.
  3. If it's running version 2.0.16:
    1. Reboot the EC20.
    2. Upload the .IMG file on the Firmware Upgrade tab of the System page on the left side. The .IMG file can be downloaded from the support page here: https://www.epiphan.com/support/ec20-software-and-documentation/#firmware-software.
    3. Click Update.
    4. Wait for confirmation that the firmware upgrade has started. Do not manually reboot or power down the camera until it has completed the update.
  4. It can take several minutes for the upgrade to complete. Wait until the camera oscillates, then check the front LED display and confirm an IP address is once again visible.
  5. Access the web interface at that IP address and check the Device Info page to ensure the update was successful, the firmware version should now be 3.4.40.
    1. If you're seeing a different version try clearing your browser cache or check using an incognito or private browser window.
  6. If your firmware version still doesn’t change, try again. In some cases, it can take more than one attempt. This is a known issue and is resolved in the latest version.

 

Seeing no image on your monitor

  1. Check that the camera power supply is connected, the voltage is normal, and the power indicator is steady.
  2. Turn off the power switch to check to see if the camera reacts with its self-check.
  3. Check that the cable from the camera and the monitor are securely connected with a supported cable.

 

Image jitters after the camera is properly connected

  1. Make sure that the camera has been installed securely and is stable during operation.
  2. Check to see if there is any vibrating machinery or other objects near the camera.

 

There is no video image in browser-based web interface video player

The web interface video player does not support the Internet Explorer browser or the Internet Explorer core browser. We recommend that you use Google Chrome, Mozilla Firefox, or Microsoft Edge. Even without access to the web interface the cameras output should be displayed normally.

 

Unable to access camera through the browser over the network

  1. Use a computer to access the network and test to see if you can ping the camera's IP address, this can help rule out a faulty network cable or interference from a virus.
  2. Disconnect the camera from the network and connect the camera directly to the computer. In some cases you may need to modify the IP address of the computer to access the camera.
  3. Confirm that the IP address, subnet mask, and gateway settings for the camera are correct.
  4. Check the network to see if the IP address of the camera is conflicting with another device. IP addresses are often assigned by MAC address of a device.
  5. Check to see if the port the web interface uses has been modified, the default port is 80.

 

Forgot the IP address or login password

If you need to factory reset the camera you can use the defaults below to access it:

  • The default IP address is: 192.168.100.88
  • The default username and password are both: admin

 

Remote control does not work

  1. Check the batteries and replace with new if needed.
  2. Check that the camera is in the correct mode, certain tracking modes disable manual control.
  3. Check that the address key of the remote control matches the camera.

 

Serial port control issues

  1. Ensure that the protocol, address, and bit rate of the camera are compatible with your control device.
  2. Ensure that the control cable is properly connected to the camera and the control device.