Axis Communications thermal network camera Product is accessible locally but not externally

AXIS Q1931–E Thermal Network Camera

Troubleshooting

The IP address has been	IP addresses obtained from a DHCP server are dynamic and may change. If the IP address has
changed by DHCP	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.
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 37.
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 40. 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.

No H.264 displayed in the	Check that the relevant H.264 connection methods and correct interface are enabled in the AMC
client	Control Panel (streaming tab). See AXIS Media Control (AMC), on page 11.
	In the AMC Control Panel, select the H.264 tab and click Set to default H.264 decoder.
	Check that RTSP is enabled under System Options > Network > TCP/IP > Advanced.
Multicast H.264 only	Check if your router supports multicasting, or if the router settings between the client and the
accessible by local clients	product need to be configured. The TTL (Time To Live) value may need to be increased.
No multicast H.264	Check with your network administrator that the multicast addresses used by the Axis product
displayed in the client	are valid for your network.
	Check with your network administrator to see if there is a firewall preventing viewing.
Installation of additional	Configure the Axis product to use a Java applet for updating video images in your browser. Go to
ActiveX component	Setup > Live View Config and select Java applet under Default viewer.
restricted or prohibited
Poor rendering of H.264	Ensure that your graphics card is using the latest driver. The latest drivers can usually be
images	downloaded from the manufacturer’s website.
Lower frame rate than	See Performance Considerations, on page 55.
expected	Reduce the number of applications running on the client computer.
	Limit the number of simultaneous viewers.
	Check with the network administrator that there is enough bandwidth available.
	Check in the AMC Control Panel (H.264 tag) that video processing is NOT set to Decode only
	key frames.
	Lower the image resolution.

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