Axis Communications thermal network camera Product is accessible locally but not externally

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AXIS Q1931–E Thermal Network Camera

Troubleshooting

The IP address has been	IP addresses obtained from a DHCP server are dynamic and may change. If the IP address has
changed by DHCP	been changed, use AXIS IP Utility or AXIS Camera Management to locate the product on the
	network. Identify the product using its model or serial number, or by the DNS name (if the name
	has been configured).
	If required, a static IP address can be assigned manually. For instructions, see the Installation and
	Management Software CD or the document Assign an IP Address and Access the Video Stream on
	Axis Support web at www.axis.com/techsup.
Certificate error when using	For authentication to work properly, the date and time settings in the Axis product should be
IEEE 802.1X	synchronized with an NTP server. See Date & Time, on page 37.
The product is accessible locally but not externally

Router configuration	To configure your router to allow incoming data traffic to the Axis product, enable the NAT-traversal
	feature which will attempt to automatically configure the router to allow access to the Axis
	product, see NAT traversal (port mapping) for IPv4, on page 40. The router must support UPnPTM.
Firewall protection	Check the Internet firewall with your network administrator.
Default routers required	Check if you need to configure the router settings from System Options > Network > TCP/IP >
	Basic.

Problems with streaming H.264

Problems with AXIS Media Control (Internet Explorer only)

To enable the updating of video images in Internet Explorer, set the browser to allow ActiveX controls. Also, make sure that AXIS Media Control is installed on your computer.

No H.264 displayed in the	Check that the relevant H.264 connection methods and correct interface are enabled in the AMC
client	Control Panel (streaming tab). See AXIS Media Control (AMC), on page 11.
	In the AMC Control Panel, select the H.264 tab and click Set to default H.264 decoder.
	Check that RTSP is enabled under System Options > Network > TCP/IP > Advanced.
Multicast H.264 only	Check if your router supports multicasting, or if the router settings between the client and the
accessible by local clients	product need to be configured. The TTL (Time To Live) value may need to be increased.
No multicast H.264	Check with your network administrator that the multicast addresses used by the Axis product
displayed in the client	are valid for your network.
	Check with your network administrator to see if there is a firewall preventing viewing.
Installation of additional	Configure the Axis product to use a Java applet for updating video images in your browser. Go to
ActiveX component	Setup > Live View Config and select Java applet under Default viewer.
restricted or prohibited
Poor rendering of H.264	Ensure that your graphics card is using the latest driver. The latest drivers can usually be
images	downloaded from the manufacturer’s website.
Lower frame rate than	See Performance Considerations, on page 55.
expected	Reduce the number of applications running on the client computer.

	Limit the number of simultaneous viewers.
	Check with the network administrator that there is enough bandwidth available.
	Check in the AMC Control Panel (H.264 tag) that video processing is NOT set to Decode only
	key frames.
	Lower the image resolution.

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Contents Axis Q1931-E Thermal Network Camera Intellectual Property Rights About this DocumentLegal Considerations LiabilityLearn More SupportAxis Q1931-E Thermal Network Camera Table of ContentsHardware Overview Connectors and ButtonsNetwork Connector Audio ConnectorControl Button LED IndicatorsPower Connector SD Card SlotStart a browser Internet Explorer, Firefox, Safari Accessing the ProductAccessing the Product Access from a BrowserControls on the Live View Accessing the Product Access from the InternetSet the Root Password Live ViewTo show the manual trigger buttons in the Live View Go to Setup EventsAxis Media Control viewer toolbar Manual TriggerAMC Audio Controls Half-duplex modeAxis Media Control AMC How to Stream H.264Media Streams Media StreamsQuickTimeTM. The following paths can be used Alternative Methods of Accessing the Video StreamJava applet supports simplex audio with G.711 encoding Accessing Audio StreamsSetting Up the Product Setting Up the ProductBasic Setup Pixel Counter Video and AudioVideo and Audio Video StreamClick Save to apply the new settings Image264 Overlay Camera SettingsExposure Settings Video and Audio Stream ProfilesGo to Events Action Rules Using Overlay Text in an Action RuleOverlay Image Go to Video & Audio Overlay ImageAudio Input Audio SettingsPrivacy Mask Audio ModesAudio Output Audio ClipsAxis Q1931-E Thermal Network Camera Live View Config Live View ConfigDefault Viewer for Browsers Output Buttons Viewer SettingsGo to Setup Live View Config User Defined LinksActive/Inactive displays two buttons, one or each action Motion Detection Set Up Motion Detection WindowsDetectors DetectorsMotion Detection Parameters Audio DetectionApplication Licenses Install ApplicationApplications ApplicationsAxis Q1931-E Thermal Network Camera Events EventsSetting Up an Action Rule Fallback ActionGo to Events Action Rules and click Add Go to Events Recipients and click Add Setting Up an Email RecipientEvents Recipients Recipient Use with actionGo to Events Schedules and click Add SchedulesRecurrences To create a new scheduleContinuous Recording RecordingsRecordings Recording ListLanguages LanguagesUsers System OptionsSystem Options SecurityIeee CertificatesGo to System Options Security Ieee Audio Support Go to Setup System Options Security CertificatesClick Install certificate and upload the certificate Date & TimeSystem Options Network Basic TCP/IP SettingsAxis Video Hosting System Avhs Advanced TCP/IP SettingsAxis Internet Dynamic DNS Service DNS ConfigurationNAT traversal port mapping for IPv4 NTP ConfigurationHost Name Configuration Link-Local IPv4 AddressFTP QoS Quality of ServiceBonjour UPnPTM can be disabled under System Options Network UPnPTMUPnPTM RTP/H.264Go to System Options Storage and click SD Card System Options StorageSD Card Network SharePort Status MaintenancePorts & Devices PortsAdvanced System Options SupportReset to Factory Default Settings Plain ConfigFile Upload Multi-Connector Cable sold separately Multi-Connector Cable sold separatelyFunction Pin Specifications Connector Checking the Firmware TroubleshootingTroubleshooting Emergency Recovery ProcedureSymptoms, Possible Causes and Remedial Actions Problems setting the IP addressProduct cannot be accessed from a browser Key frames Product is accessible locally but not externallyProblems with streaming H.264 BasicStorage and disk management problems Video and image problems, generalSetup Video & Audio Camera Settings SettingsTechnical Specifications Technical SpecificationsInstallation Function/group Specifications Audio Audio streamingAlarm triggers Alarm eventsPerformance Considerations Axis Q1931-E Thermal Network Camera M3.4