Axis Communications thermal network camera Symptoms, Possible Causes and Remedial Actions

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AXIS Q1931–E Thermal Network Camera

Troubleshooting

1.In UNIX/Linux, type the following from the command line:

arp -s <IP address> <serial number> temp ping -l 408 <IP address>

In Windows, type the following from a command/DOS prompt (this may require that you run the command prompt as an administrator):

arp -s <IP address> <serial number> ping -l 408 -t <IP address>

2.If the product does not reply in 30 seconds, restart it and wait for a reply. Press CTRL+C to stop Ping.

3.Open a browser and type in the product’s IP address. In the page that opens, use the Browse button to select the upgrade file to use. Then click Load to restart the upgrade process.

4.After the upgrade is complete (1–10 minutes), the product automatically restarts and shows a steady green on the Status indicator.

5.Reinstall the product, referring to the Installation Guide.

If the emergency recovery procedure does not get the product up and running again, contact Axis support at www.axis.com/techsup/

Symptoms, Possible Causes and Remedial Actions

Problems setting the IP address

When using ARP/Ping

Try the installation again. The IP address must be set within two minutes after power has been

 

applied to the product. Ensure the Ping length is set to 408. For instructions, see Assign IP Address

 

Using ARP/Ping, on page 38.

The product is located on a different subnet

The IP address is being used by another device

Possible IP address conflict with another device on the same subnet.

If the IP address intended for the product and the IP address of the computer used to access the product are located on different subnets, you will not be able to set the IP address. Contact your network administrator to obtain an IP address.

Disconnect the Axis product from the network. Run the Ping command (in a Command/DOS window, type ping and the IP address of the product):

•If you receive: Reply from <IP address>: bytes=32; time=10...

this means that the IP address may already be in use by another device on the network. Obtain a new IP address from the network administrator and reinstall the product.

•If you receive: Request timed out, this means that the IP address is available for use with the Axis product. Check all cabling and reinstall the product.

The static IP address in the Axis product is used before the DHCP server sets a dynamic address. This means that if the same default static IP address is also used by another device, there may be problems accessing the product.

The product cannot be accessed from a browser

Cannot log in

When HTTPS is enabled, ensure that the correct protocol (HTTP or HTTPS) is used when attempting

 

to log in. You may need to manually type http or https in the browser’s address field.

 

If the password for the user root is lost, the product must be reset to the factory default settings.

 

See Reset to Factory Default Settings, on page 46.

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Contents Axis Q1931-E Thermal Network Camera Liability About this DocumentLegal Considerations Intellectual Property RightsSupport Learn MoreTable of Contents Axis Q1931-E Thermal Network CameraAudio Connector Connectors and ButtonsNetwork Connector Hardware OverviewSD Card Slot LED IndicatorsPower Connector Control ButtonAccess from a Browser Accessing the ProductAccessing the Product Start a browser Internet Explorer, Firefox, SafariLive View Accessing the Product Access from the InternetSet the Root Password Controls on the Live ViewManual Trigger Go to Setup EventsAxis Media Control viewer toolbar To show the manual trigger buttons in the Live ViewHalf-duplex mode AMC Audio ControlsMedia Streams How to Stream H.264Media Streams Axis Media Control AMCAlternative Methods of Accessing the Video Stream QuickTimeTM. The following paths can be usedAccessing Audio Streams Java applet supports simplex audio with G.711 encodingBasic Setup Setting Up the ProductSetting Up the Product Video Stream Video and AudioVideo and Audio Pixel Counter264 Click Save to apply the new settingsImage Video and Audio Stream Profiles Camera SettingsExposure Settings OverlayGo to Video & Audio Overlay Image Using Overlay Text in an Action RuleOverlay Image Go to Events Action RulesAudio Modes Audio SettingsPrivacy Mask Audio InputAudio Clips Audio OutputAxis Q1931-E Thermal Network Camera Default Viewer for Browsers Live View ConfigLive View Config User Defined Links Viewer SettingsGo to Setup Live View Config Output ButtonsActive/Inactive displays two buttons, one or each action Detectors Set Up Motion Detection WindowsDetectors Motion DetectionAudio Detection Motion Detection ParametersApplications Install ApplicationApplications Application LicensesAxis Q1931-E Thermal Network Camera Events EventsGo to Events Action Rules and click Add Setting Up an Action RuleFallback Action Recipient Use with action Setting Up an Email RecipientEvents Recipients Go to Events Recipients and click AddTo create a new schedule SchedulesRecurrences Go to Events Schedules and click AddRecording List RecordingsRecordings Continuous RecordingLanguages LanguagesSecurity System OptionsSystem Options UsersGo to System Options Security Ieee IeeeCertificates Date & Time Go to Setup System Options Security CertificatesClick Install certificate and upload the certificate Audio SupportBasic TCP/IP Settings System Options NetworkDNS Configuration Advanced TCP/IP SettingsAxis Internet Dynamic DNS Service Axis Video Hosting System AvhsLink-Local IPv4 Address NTP ConfigurationHost Name Configuration NAT traversal port mapping for IPv4QoS Quality of Service FTPRTP/H.264 UPnPTM can be disabled under System Options Network UPnPTMUPnPTM BonjourNetwork Share System Options StorageSD Card Go to System Options Storage and click SD CardPorts MaintenancePorts & Devices Port StatusSystem Options Support AdvancedFile Upload Reset to Factory Default SettingsPlain Config Function Pin Specifications Multi-Connector Cable sold separatelyMulti-Connector Cable sold separately Connector Emergency Recovery Procedure TroubleshootingTroubleshooting Checking the FirmwareProduct cannot be accessed from a browser Symptoms, Possible Causes and Remedial ActionsProblems setting the IP address Basic Product is accessible locally but not externallyProblems with streaming H.264 Key framesSettings Video and image problems, generalSetup Video & Audio Camera Settings Storage and disk management problemsTechnical Specifications Technical SpecificationsAlarm events Function/group Specifications Audio Audio streamingAlarm triggers InstallationPerformance Considerations Axis Q1931-E Thermal Network Camera M3.4
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