Axis Communications M5013 user manual Symptoms, possible causes and remedial actions

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AXIS M5013 PTZ Dome Network Camera

Troubleshooting

arp -s <IP address> <serial number> temp ping -s 408 <IP address>

In Windows, type the following from a command/DOS prompt:

arp -s <IP address> <serial number> ping -l 408 -t <IP address>

2.If the product does not reply within a few seconds, restart it and wait for a reply. Press CTRL+C to stop Ping.

3.Open a browser and type in the product’s IP address. In the page that appears, use the Browse button to select the upgrade file to use. Then click Load to restart the upgrade process.

4.After the upgrade is complete (1–10 minutes), the product automatically restarts and shows a steady green on the Status indicator.

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. See the Installation Guide for

 

detailed instructions.

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

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.

The IP address has been

If the product and the client are on the same network, run AXIS IP Utility to locate the product.

changed by DHCP

Identify the product using its model or serial number.

 

Move the Axis product to an isolated network, or to one with no DHCP or BOOTP server. Set the IP

 

address again, using AXIS IP Utility or ARP/Ping (see the Installation Guide). Open the Setup pages

 

and disabled DHCP in the TCP/IP settings. Return the product to the main network. The product

 

now has a fixed IP address that will not change.

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 33.

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Contents Axis M5013 PTZ Dome Network Camera Equipment Modifications About this documentLiability Intellectual Property RightsAxis M5013 PTZ Dome Network Camera Table of ContentsHardware overview ConnectorsHardware overview Maintenance LED indicatorsColor Indication Accessing the product Accessing the productAccess from a browser Click Create self-signed certificate Access from the InternetSet the root password Network TCP/IP AdvancedLive View Set Power Line FrequencyAMC Audio controls Controls on the Live ViewAxis Media Control viewer toolbar PTZ ControlsAxis M5013 PTZ Dome Network Camera Axis Media Control AMC How to stream H.264Media streams Media streamsAlternative methods of accessing the video stream Accessing audio streams Setting up the product Setting up the productBasic Setup Pixel Counter Video and AudioVideo and Audio Video Stream264 Camera SettingsStream Profiles ImageOverlay Audio SettingsG711 G726 Browser Viewer Description Default viewer for browsersLive View Config Live View ConfigUser Defined Links Viewer SettingsOsdi Zones Preset PositionsPTZ Pan Tilt Zoom PTZ Pan Tilt ZoomControls AdvancedControl Queue LimitsMotion Detection Set up motion detectionDetectors DetectorsAudio detection Applications ApplicationsEvents EventsConvert Event Types to Action Rules Setting Up an Action RuleGo to Events Action Rules and click Add Schedules RecipientsRecurrences Axis M5013 PTZ Dome Network Camera Continuous recording RecordingsRecordings Recording ListAxis M5013 PTZ Dome Network Camera Users System OptionsSystem Options SecurityIeee Date & TimeAudio Support IPv6 Address Configuration Basic TCP/IP SettingsNetwork IPv4 Address ConfigurationAdvanced TCP/IP Settings NAT traversal port mapping for IPv4 Link-Local IPv4 AddressSmtp email QoS Quality of ServiceBonjour StorageUPnPTM RTP/H.264Network Share MaintenanceGo to System Options Storage Click Network Share Logs & Reports SupportSupport Overview System OverviewFile Upload Reset to factory default settingsPlain Config Checking the firmware TroubleshootingTroubleshooting Emergency recovery procedureProblems setting the IP address Symptoms, possible causes and remedial actionsProduct cannot be accessed from a browser Problems with the H.264 format Product is accessible locally but not externallyNo images displayed on web Video and image problems, generalSetup Video & Audio Camera Settings Problems uploading filesStorage and disk management problems Technical Specifications Technical SpecificationsPower Alarm triggersInstallation Maintenance General CasingPerformance considerations M3.3
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