AXIS Q1931–E Thermal Network Camera
Troubleshooting
1.In UNIX/Linux, type the following from the command line:
arp
In Windows, type the following from a command/DOS prompt (this may require that you run the command prompt as an administrator):
arp -s <IP address> <serial number> ping -l 408 -t <IP address>
2.If the product does not reply in 30 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 opens, 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
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 38. |
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. |
| 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 46. |
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