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AXIS M31 Network Camera Series
Troubleshooting
Technical issues, clues and solutions
If you can't find what you're looking for here, try the troubleshooting section at axis.com/support.
Problems upgrading the firmware
Firmware upgrade failure
Problems setting the IP address
The device 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 device cannot be accessed from a browser
Cannot log in
The IP address has been
changed by DHCP
Certificate error when using
IEEE 802.1X
The device is accessible locally but not externally
To access the device externally, we recommend using one of the following applications for Windows
• AXIS Companion: free of charge, ideal for small systems with basic surveillance needs.
• AXIS Camera Station: 30-day trial version free of charge, ideal for small to mid-size systems.
For instructions and download, go to axis.com/vms.
Problems with streaming
Multicast H.264 only
accessible by local clients
No multicast H.264
displayed in the client
If the firmware upgrade fails, the device reloads the previous firmware. The most common reason
is that the wrong firmware file has been uploaded. Check that the name of the firmware file
corresponds to your device and try again.
If the IP address intended for the device and the IP address of the computer used to access the
device are located on different subnets, you cannot set the IP address. Contact your network
administrator to obtain an IP address.
Disconnect the Axis device from the network. Run the ping command (in a Command/DOS window,
type ping and the IP address of the device):
• 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 device.
• If you receive: Request timed out, this means that the IP address is available
for use with the Axis device. Check all cabling and reinstall the device.
The static IP address in the Axis device 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 device.
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 device must be reset to the factory default settings. See .
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 device on the network. Identify
the device 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, go to axis.com/support.
For authentication to work properly, the date and time settings in the Axis device must be
synchronized with an NTP server. Go to Settings > System > Date and time.
Check if your router supports multicasting, or if the router settings between the client and the
device need to be configured. The TTL (Time To Live) value may need to be increased.
Check with your network administrator that the multicast addresses used by the Axis device
are valid for your network.
Check with your network administrator to see if there is a firewall preventing viewing.
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