Symptoms, Possible Causes And Remedial Actions - Axis Q6000-E Mk II User Manual

AXIS Q6000-E Mk II PTZ Network Camera
Troubleshooting
Important
• Do not select sequential upgrade.
Note
• All controllers in a system must always be on the same firmware version.
• Upgrade all controllers in a system at the same time, using the parallel option in AXIS Device Manager or
AXIS Camera Station.
AXIS Device Manager can be used for multiple upgrades. See www.axis.com for more information.

Symptoms, possible causes and remedial actions

Problems upgrading the firmware
Firmware upgrade failure
Problems setting the IP address
When using ARP/Ping
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
The product cannot be accessed from a browser
Cannot log in
The IP address has been
changed by DHCP
If the firmware upgrade fails, the product reloads the previous firmware. Check the firmware
file and try again.
Try the installation again. The IP address must be set within two minutes after power has been
applied to the product. Make sure the Ping length is set to 408. For instructions, see Assign an IP
address using ARP/Ping on page 62.
Try the installation again. The IP address must be set within two minutes after power has been
applied to the product. Make sure the Ping length is set to 408. For instructions, see Installation
Guide on the product page at axis.com.
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>:
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.
When HTTPS is enabled, make sure 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 73.
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 Device Manager 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 document How to
assign an IP address and access your device on the product page at axis.com
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