Axis Communications Q1931E PT user manual Symptoms, Possible Causes and Remedial Actions, Basic

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AXIS Q1931–E PT Mount Thermal 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 40.

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 48.

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 39.

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 42. 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 Q1931-E PT Mount Thermal Network Camera Liability About this documentLegal Considerations Intellectual Property RightsSupport Learn MoreTable of Contents Axis Q1931-E PT Mount Thermal Network CameraConnectors Performance Considerations For technical specifications, see Connectors and ButtonsNetwork Connector RJ45 Ethernet connector with Power over Ethernet PoERS485/RS422 Connector LED IndicatorsPower Connector SD Card SlotAccess from the Internet Access the ProductAccess from a Browser Set the Root PasswordControls on the Live View Go to Setup EventsLive View Click Use HttpsAxis Media Control viewer toolbar PTZ ControlsAxis Media Control AMC How to Stream H.264Media Streams Alternative Methods of Accessing the Video Stream QuickTimeTM. The following paths can be usedAxis Q1931-E PT Mount Thermal Network Camera Set Up the Product Basic SetupPixel Counter VideoVideo Stream ImageStream Profiles 264Overlay Camera SettingsExposure Settings Image AppearanceGo to Video Overlay Image Overlay ImageUse Overlay Text in an Action Rule Go to Events Action Rules Under Overlay Settings, select Include textPrivacy Mask Viewer Settings Configure the Live ViewDefault Viewer for Browsers Browser Viewer DescriptionUser Defined Links PTZ Pan Tilt Zoom Preset PositionsGo to PTZ Preset Positions Guard TourAdvanced Install PTZ DriverDevice Settings Control QueueAxis Q1931-E PT Mount Thermal Network Camera Shock Detection Set Up Motion Detection WindowsDetectors Motion DetectionLow level 0% Default valuesParameter Object Size History Sensitivity High level 100% DetectionApplications Install ApplicationGo to Setup Applications Application LicensesAxis Cross Line Detection Install Axis ApplicationConfigure Axis Cross Line Detection Configure Axis Video Motion Detection Axis Video Motion DetectionAxis Q1931-E PT Mount Thermal Network Camera Triggers Setting Up an Action RuleEvents Go to Events Action Rules and click AddActions PTZ Control Setting Up an Email RecipientAdd Recipients Go to Events Recipients and click AddTo create a new schedule SchedulesRecurrences Go to Events Schedules and click AddContinuous Recording RecordingsRecording List Go to Recordings ListLanguages Security To log in again and be configured to use this functionalitySystem Options UsersCertificates Go to Setup System Options Security CertificatesIeee Go to System Options Security IeeeIPv4 Address Configuration Basic TCP/IP SettingsClick Install certificate and upload the certificate Date & TimeARP/Ping IPv6 Address ConfigurationAssign IP Address Using ARP/Ping Linux/Unix syntaxAdvanced TCP/IP Settings NAT traversal port mapping for IPv4 Select Use the host name to set the host name manuallyLink-Local IPv4 Address QoS Quality of Service Smtp emailRTP/H.264 StorageUPnPTM BonjourFormat SD Card Network ShareMount and Unmount SD Card To add a network shareCOM Port MaintenancePorts & Devices See the online helpSystem 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 Camera Settings Problems with streaming H.264Video and image problems, general Storage and disk management problemsVideo cannot be recorded Technical Specifications Image settings Function/group Specifications VideoResolutions InstallationConnectors Function/group Specifications General CasingPower WeightConnectors RS485/422 ConnectorPerformance Considerations M1.10