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

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AXIS Q1615-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 52.

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 51.

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 54. 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-E Network Camera Liability About this DocumentLegal Considerations Intellectual Property RightsSupport Learn MoreTable of Contents Axis Q1615-E Network CameraConnectors Performance Considerations Hardware Overview Axis Q1615-E Network Camera Connectors and Buttons Function Button LED IndicatorsControl Button Function button has multiple functionsReplace the Lens Buzzer Signal for Focus AssistantStatus LED Behavior for Focus Assistant Axis Q1615-E Network Camera Access from the Internet Access the ProductAccess from a Browser Set the Root PasswordLive View Set Power Line FrequencyConfigure Capture Mode Controls on the Live ViewManual Trigger Go to Setup EventsAxis Media Control viewer toolbar To show the manual trigger buttons in the Live ViewPTZ Controls AMC Audio ControlsAxis Q1615-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 encodingAdjust Focus Set Up the ProductBasic Setup Focus Assistant 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 Correction View AreaImage Appearance White BalanceSet Shutter to Exposure SettingsShutter & Gain Low light priority slider toward low noise ExampleView Area Go to Video & Audio Video Stream and select the Image tab OverlayOverlay Image Go to Video & Audio Overlay ImageUse Overlay Text in an Action Rule Go to Events Action RulesFocus Audio SettingsPrivacy Mask Audio ModesAudio Input 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 TourControl Queue Operator Same as administrator but with lower priorityAdvanced ControlsAxis Q1615-E Network Camera Motion Detection DetectorsCamera Tampering Shock DetectionSet Up Motion Detection Windows Motion Detection ParametersRecommended values Default valuesAudio Detection 15% 60-90% 75-95%Applications Install ApplicationGo to Setup Applications Application LicensesAxis Q1615-E Network Camera Convert Event Types to Action Rules Set Up Action RulesEvents Go to Events Action Rules and click AddCreate Schedules Set Up Email RecipientsAdd Recipients Go to Events Recipients and click AddSet Up Recurrences Go to Events Recurrences and click AddContinuous Recording RecordingsRecording List Go to Recordings ListClick Save to save and start the recording Languages 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 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 WeightConnector ConnectorsWarranty Function Pin SpecificationsOutput RS485/422 ConnectorPerformance Considerations Function PinAxis Q1615-E Network Camera M2.8
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