Axis Communications Q1614-E user manual Symptoms, Possible Causes and Remedial Actions

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AXIS Q1614-E 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 51.

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 60.

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 50.

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 53. 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 Q1614-E Network Camera Liability About this DocumentLegal Considerations Intellectual Property RightsSupport Learn MoreTable of Contents Axis Q1614-E Network CameraConnectors Performance Considerations Hardware Overview Axis Q1614-E Network Camera Connector Connectors and ButtonsNetwork Connector For technical specifications, seeLED Indicators Color Buzzer Signal for Focus AssistantStatus LED Behavior for Focus Assistant BuzzerReplace the Lens Color Buzzer Camera positionAccess from the Internet Access the ProductAccess from a Browser Set the Root PasswordSet Power Line Frequency PTZ ModeConfigure Capture Mode Live ViewManual Trigger Go to Setup EventsControls on the Live View To show the manual trigger buttons in the Live ViewAMC Audio Controls Axis Media Control viewer toolbarPTZ Controls Axis Q1614-E Network Camera Axis Media Control AMC How to Stream H.264Media Streams Alternative Methods of Accessing the Video Stream QuickTimeTM. The following paths can be usedAccess Audio Streams Java applet supports simplex audio with G.711 encodingFocus Adjustment Set Up the ProductBasic Setup Pixel Counter Video and AudioVideo Stream Image264 Click Save to apply the new settingsStream Profiles Go to Setup Video & Audio Camera Settings Camera SettingsCapture Mode Image Appearance Lightfinder ModeExposure Settings White BalanceSet Shutter to Iris configurationIris adjustment Day/NightOverlay To configure the view areaView Area Go to Video & Audio Video Stream and select the Image tabGo to Video & Audio Overlay Image Overlay ImageUse Overlay Text in an Action Rule Go to Events Action Rules Privacy MaskFocus BasicAudio Input Audio SettingsAudio Modes Audio Clips Audio OutputViewer Settings Configure the Live ViewDefault Viewer for Browsers Browser Viewer DescriptionOutput Buttons Go to Setup Live View ConfigUser Defined Links For more information about I/O ports, see I/O Ports onPTZ Pan Tilt Zoom Preset PositionsGo to PTZ Preset Positions Guard TourAdvanced Install PTZ DriverDevice Settings Control QueueOperator Same as administrator but with lower priority Motion Detection DetectorsCamera Tampering Shock DetectionGo to Detectors Motion Detection Set Up Motion Detection WindowsMotion Detection Parameters Parameter Object Size History Sensitivity DescriptionAudio Detection Applications Install ApplicationGo to Setup Applications Application LicensesAxis Q1614-E Network Camera Triggers Set Up Action RulesEvents Go to Events Action Rules and click AddActions PTZ Control Set Up Email RecipientsAdd Recipients Go to Events Recipients and click AddTo create a new schedule Set Up RecurrencesCreate Schedules Go to Events Schedules and click AddPlay Recording RecordingsFind Recordings Go to Recordings ListTo play a recording, follow these steps Export Video ClipContinuous Recording Go to Recordings ContinuousLanguages Users System OptionsSecurity IP Address FilterGo to System Options Security Ieee IeeeCertificates Click Install certificate and upload the certificate To install a self-signed certificateGo to Setup System Options Security Certificates Date & TimeBasic TCP/IP Settings NetworkAxis Internet Dynamic DNS Service requires IPv4 Advanced TCP/IP SettingsAxis Internet Dynamic DNS Service DNS ConfigurationLink-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 SD Card StorageBonjour Mount and Unmount SD CardTo add a network share Under General Settings, select Autoformat toNetwork Share Go to System Options Storage Click Network ShareMaintenance Ports & DevicesSystem Overview SupportSupport Overview Logs & ReportsFile Upload Reset to Factory Default SettingsPlain Config Emergency Recovery Procedure TroubleshootingUpgrade the Firmware Check the FirmwareProduct cannot be accessed from a browser Symptoms, Possible Causes and Remedial ActionsProblems setting the IP address Product is accessible locally but not externallyVideo and image problems, general Problems with streaming H.264Status and Network indicator LEDs are flashing red rapidly Setup Video & Audio Camera SettingsNo audio SettingsStorage and disk management problems Poor audio qualityTechnical Specifications Audio output Function/group Specifications Audio Audio streamingAudio input Network SecurityConnectors Function/group SpecificationsPower DimensionsConnectors Output RS485/422 ConnectorPerformance Considerations Function PinAxis Q1614-E Network Camera M5.5
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