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Troubleshooting Axis cameras
Axis is committed to providing high-quality products and trouble-free ownership. We pride ourselves on the performance and stability of our cameras. Nevertheless, there may still be situations when things don’t work quite as expected. This article will guide you through some useful steps in troubleshooting your Axis network cameras.
Understanding camera LEDs
When troubleshooting an Axis network camera, the camera LEDs can be a very useful source of information. Different models have different LED setups, but here we’ll use the AXIS P1365 as an example.
This model has three LEDs: one for status, one for power and one for network. Each LED can show different colors.
The status LED
A steady green light means normal operation
A steady amber light is shown during startup, during a reset to factory defaults or when restoring settings
A slowly flashing red light indicates a failed firmware upgrade
Figure 1: Steady green means normal operation. Steady amber is shown during startup, during a reset to factory defaults or when restoring settings. A slow red flash indicates a failed firmware upgrade.
The power LED
A steady green light means normal operation
The light flashes green/amber during a firmware upgrade
Figure 2: Steady green means normal operation. Flashing green/amber for a firmware upgrade.
The network LED
Steady green when connected at 100Mb/s. Flashes on network activity
Steady amber when connected at 10Mb/s. Flashes on network activity
Unlit when there is no network connection
Figure 3: Steady green when connected at 100 Mb/s. Flashes on network activity. Steady amber when connected at 10 Mb/s. Flashes on network activity. Unlit when there is no network connection.
Check hardware and connection
The LEDs on the camera can be used as a starting point for troubleshooting the hardware and network connection.
For example, if the power LED is unlit, your first step should be to examine the power connection - if the power LED is lit, the next step should be to check the network LED. An unlit network LED means there is no connection, and you should then check your hardware.
No power
Note that not all these alternatives apply to all situations, and that the list is not exhaustive!
Standard power supply:
- Verify that the correct power supply is used
- Try using another power supply
- Measure the power supply's output with a multimeter
PoE:
- Verify that the PoE switch is providing enough power
- Try a different cable and different port on the switch/midspan
- Try another PoE device in the same port
- Check whether the camera powers up from a power supply, then connect to a non-PoE switch
- Check the network port for physical damage
Figure 4: The power LED.
No network
Note that not all these alternatives apply to all situations, and that the list is not exhaustive!
Wired network:
- Try another device on the same port
- Try a different cable and port on the switch
- Check the network port for physical damage
Wireless network:
- See if the camera connects when using a network cable
- Move the camera closer to the router/access point
- Check wireless settings on the camera's home page
- Try to avoid operating on the same channel as nearby wireless networks – use the “automatic” option in your router/access point
- Verify that the router/access point is broadcasting its SSID
- Check whether your SSID can be found in the list of wireless networks
- Try to connect the camera to an unsecured wireless network
- Make sure the router supports wireless protocols 802.11A/B/G/N
Figure 5: The network LED.
Power and network
Note that not all these alternatives apply to all situations, and that the list is not exhaustive!
No connection:
- Check if you can access the camera's home page
- Try pinging the camera
- See if you can connect via FTP
- Reset the camera to its factory default settings
Figure 6: The power and network LEDs.
Read the FAQ
For any particular problem you might encounter, it's quite possible that someone else has already run into the same problem. Consequently, we’ve gathered the most frequently asked questions in an FAQ, available on our website, where you can search questions by product, or by a text search. Your problem might be easier to solve than you think!
Figure 7: Open the FAQ in a new window
Update software/firmware
Now let's take a look at the software! Axis regularly releases new product software – known as firmware, on axis.com. As a troubleshooting measure, make sure that your cameras have the latest firmware – performing an upgrade could solve your problem!
On axis.com you can find the latest firmware for your camera and detailed instructions on various ways to perform the upgrade.
Figure 8: Download firmware from www.axis.com
AXIS Media Control is an ActiveX® plugin for Microsoft® Internet Explorer® that gets installed automatically the first time you access the live view of an Axis camera. The plug-in supports streaming video as well as advanced controls, depending on the camera model.
If needed, the latest version of AXIS Media Control can be downloaded and installed manually from axis.com.
Generate server report
If a problem occurs in your installation, and you are still able to access your camera, make sure to generate a server report. This will be of great value to the Axis support team in solving your case.
The server report contains information on things such as parameters, the network, and system files.
- Navigate to your camera's home page and click Setup.
- Expand the System Options in the menu on the left, click Support and then Logs & Reports.
- Click Download Server Report to automatically save the report as a compressed zip file on your computer. If you check-mark the Include snapshot from Live View box, an image from your camera will be included in the report.
Figure 9: Click the button to download the server report.
Write a support case
If you have tried all the measures you can think of, and the problem still remains, then it’s time to involve the Axis support team, by creating a support case.
Figure 10: Create your support case at the online helpdesk.
The more relevant information you can provide, the easier it will be to solve the problem. In some situations, a screenshot can be very useful when attempting to understand your situation.
- You will need a MyAxis account to reach the Axis Online Helpdesk. You can register a MyAxis account free of charge.
- Click the New question tab and then click I want to submit my support question.
Remember to attach the server report - it provides valuable information to our support engineers, who will assist you in finding a solution.
Conclusion
There are multiple ways in which to potentially solve a problem you are experiencing with an Axis camera:
- Check the LEDs for indications of the status of the camera and its connections
- Check the FAQ site for answers to common questions
- Update the camera firmware
- Create a support case at the Axis helpdesk, and attach the server report
