Axis Communications Q1615 user manual Symptoms, Possible Causes and Remedial Actions

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AXIS Q1615 Network Camera

Troubleshooting

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 50.

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

The IP address has been changed by DHCP

Certificate error when using IEEE 802.1X

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 58.

IP addresses obtained from a DHCP server are dynamic and may change. If the IP address has 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.

For authentication to work properly, the date and time settings in the Axis product should be synchronized with an NTP server. See Date & Time on page 49.

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 52. 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.

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Contents Axis Q1615 Network Camera Legal Considerations About this DocumentLiability Intellectual Property RightsLearn More SupportAxis Q1615 Network Camera Table of ContentsConnectors Performance Considerations TroubleshootingFor technical specifications, see Connectors and ButtonsHardware Overview Connector Network ConnectorPower Connector Audio ConnectorStatus LED Behavior for Focus Assistant LED IndicatorsFunction Button Color IndicationReplacing the lens Buzzer Signal for Focus AssistantBuzzer LensAxis Q1615 Network Camera Access from a Browser Accessing the ProductAccess from the Internet Set the Root PasswordConfigure Capture Mode Set Power Line FrequencyLive View Controls on the Live ViewAxis Media Control viewer toolbar Go to Setup EventsManual Trigger To show the manual trigger buttons in the Live ViewAMC Audio Controls PTZ ControlsMedia Streams How to Stream H.264Axis Media Control AMC QuickTimeTM. The following paths can be used Alternative Methods of Accessing the Video StreamJava applet supports simplex audio with G.711 encoding Accessing Audio StreamsBasic Setup Setting Up the ProductAdjust Focus Focus Assistant Video Stream Video and AudioPixel Counter ImageStream Profiles Click Save to apply the new settings264 Capture Mode Camera SettingsGo to Setup Video & Audio Camera Settings View AreaImage Correction Image AppearanceWhite Balance Wide Dynamic RangeShutter & Gain Exposure SettingsSet Shutter to View Area Overlay Image OverlayGo to Video & Audio Video Stream and select the Image tab Go to Video & Audio Overlay ImageFocus Privacy MaskUse Overlay Text in an Action Rule Go to Events Action RulesAudio Modes Audio SettingsAudio Input BasicAudio Output Audio ClipsAxis Q1615 Network Camera Default Viewer for Browsers Live View ConfigViewer Settings Browser Viewer DescriptionUser Defined Links Go to Setup Live View ConfigOutput Buttons For more information about I/O ports, see I/O Ports onGo to PTZ Preset Positions Preset PositionsPTZ Pan Tilt Zoom Guard TourAdvanced Operator Same as administrator but with lower priorityControl Queue ControlsCamera Tampering DetectorsMotion Detection Shock DetectionMotion Detection Parameters Set Up Motion Detection WindowsAudio Detection Default valuesRecommended values 15% 60-90% 75-95%Go to Setup Applications Install ApplicationApplications Application LicensesAxis Q1615 Network Camera Events Input SignalDetectors HardwareConvert Event Types to Action Rules Setting Up an Action RuleSystem TimeGo to Events Action Rules and click Add RecipientsRecipient Use with actionSchedules Setting Up an Email RecipientGo to Events Recipients and click Add Go to Events Schedules and click AddGo to Events Recurrences and click Add RecurrencesRecording List RecordingsContinuous Recording Go to Recordings ListLanguages Security System OptionsUsers IP Address FilterCertificates IeeeGo to System Options Security Ieee Go to Setup System Options Security Certificates To install a self-signed certificateClick Install certificate and upload the certificate Date & TimeNetwork Basic TCP/IP SettingsAxis Internet Dynamic DNS Service Advanced TCP/IP SettingsAxis Internet Dynamic DNS Service requires IPv4 DNS ConfigurationHost Name Configuration NTP ConfigurationLink-Local IPv4 Address NAT traversal port mapping for IPv4FTP QoS Quality of ServiceUPnPTM UPnPTM can be disabled under System Options Network UPnPTMRTP/H.264 BonjourPorts & Devices StorageSD Card Network ShareLED Indicators MaintenanceCOM Port Port StatusSupport Overview SupportSystem Overview Logs & ReportsPlain Config Reset to Factory Default SettingsScripting File UploadAxis Q1615 Network Camera Emergency Recovery Procedure TroubleshootingChecking the Firmware Upgrading the FirmwareProblems setting the IP address Symptoms, Possible Causes and Remedial ActionsProduct cannot be accessed from a browser Product is accessible locally but not externallyStatus and Network indicator LEDs are flashing red rapidly Problems with streaming H.264Video and image problems, general Setup Video & Audio Camera SettingsStorage and disk management problems SettingsNo audio Poor audio qualityTechnical Specifications Specification Network Security Function/group Specifications Audio Audio streamingAudio input Audio outputPower Function/group SpecificationsConnectors WeightConnector ConnectorsFunction Pin Specifications Setup exampleAudio Input Audio Output RS485/422 ConnectorFunction Pin Performance Considerations M2.12
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