Axis Communications AXIS Q6000-E user manual Product cannot be accessed from a browser, Basic

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AXIS Q6000-E PTZ Network Camera

Troubleshooting

The IP address is being used by another device

Possible IP address conflict with another device on the same subnet.

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

PTZ Network Camera Connection Failed

PTZ Network Camera Authorization Error

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 54.

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 43.

Under System Options > PTZ Network Camera > Connection, check the following:

That the user logged onto the PTZ network camera has PTZ controls enabled

That the IP address and Ports are correct

Make sure that the password for the user logged onto the PTZ network camera has not been changed.

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 48. 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.

Problems with streaming H.264

Problems with AXIS Media Control (Internet Explorer only)

To enable the updating of video images in Internet Explorer, set the browser to allow ActiveX controls. Also, make sure that AXIS Media Control is installed on your computer.

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Contents Axis Q6000-E PTZ Network Camera About this Document Legal ConsiderationsLiability Intellectual Property RightsSupport Learn MoreTable of Contents Axis Q6000-E PTZ Network CameraPerformance Considerations Connectors and Buttons Network ConnectorFor technical specifications, see Hardware OverviewLED Indicators SD Card SlotControl Button Restart ButtonColor Indication Midspan LED IndicatorsGreen Steady when AC power input connected Access the Product Access from a BrowserAccess from the Internet Set the Root PasswordConfiguration Adjust the Camera HeadsConnect to the PTZ Network Camera Click Use HttpsCalibrate the PTZ Network Camera Live View Go to Setup Events Controls on the Live ViewAxis Media Control viewer toolbar Manual TriggerPTZ Controls JoystickAxis Media Control AMC How to Stream H.264Media Streams Alternative Methods of Accessing the Video Stream QuickTimeTM. The following paths can be usedAxis Q6000-E PTZ Network Camera Set Up the Product Basic SetupClick Save to apply the new settings VideoVideo Stream Pixel CounterStream Profiles 264Camera Settings Exposure SettingsImage Appearance White BalanceGo to Video Video Stream and select the Image tab OverlayOverlay Image Go to Events Action Rules Use Overlay Text in an Action RuleGo to Video Overlay Image Privacy Mask Configure the Live View Default Viewer for BrowsersViewer Settings Browser Viewer DescriptionUser Defined Links PTZ Pan Tilt Zoom Control QueueDetectors Camera TamperingMotion Detection Shock DetectionSet Up Motion Detection Windows Motion Detection ParametersAxis Q6000-E PTZ Network Camera Install Application Go to Setup ApplicationsApplications Application LicensesAxis Q6000-E PTZ Network Camera Set Up Action Rules EventsTriggers Go to Events Action Rules and click AddActions Add Recipients Recipient TypesGo to Events Recipients and click Add Recipient Use with actionSet Up Recurrences Set Up Email RecipientsCreate Schedules Go to Events Schedules and click AddRecordings Find RecordingsPlay Recording Go to Recordings ListExport Video Clip Recording ListContinuous Recording Go to Recordings ContinuousLanguages System Options SecurityUsers IP Address FilterGo to System Options Security Ieee IeeeCertificates To install a self-signed certificate Go to Setup System Options Security CertificatesClick Install certificate and upload the certificate Date & TimeCalibrate the PTZ Network Camera Basic TCP/IP Settings NetworkIPv4 Address Configuration IPv6 Address ConfigurationAssign IP Address Using ARP/Ping ARP/PingAdvanced TCP/IP Settings Axis Internet Dynamic DNS ServiceAxis Internet Dynamic DNS Service requires IPv4 DNS ConfigurationNTP Configuration Host Name ConfigurationLink-Local IPv4 Address NAT traversal port mapping for IPv4QoS Quality of Service FTPUPnPTM can be disabled under System Options Network UPnPTM UPnPTMRTP/H.264 BonjourStorage SD CardFollowing SD card file systems are supported Mount and Unmount SD CardMaintenance Under General Settings, select Autoformat toNetwork Share To add a network shareSupport Support OverviewSystem Overview Logs & ReportsReset to Factory Default Settings Plain ConfigAdvanced ScriptingTroubleshooting Upgrade the FirmwareSymptoms, Possible Causes and Remedial Actions Problems setting the IP addressProduct cannot be accessed from a browser Product is accessible locally but not externallyProblems with streaming H.264 BasicVideo and image problems, general Video Camera SettingsStorage and disk management problems Key framesBlurred image Reformat the SD card and then click MountCondensation in dome Technical Specifications Function/group Specifications Event actions Installation aidMaintenance General Casing PowerConnectors Performance ConsiderationsM1.26