Support; Symptoms, Possible Causes And Remedial Actions - Axis 214 PTZ User Manual

Support

If you contact the Axis support desk, please help us resolve your problems by providing a server report, a
log file and a brief description of the problem.
Server Report - go to Setup > System Options > Support Overview. The server report contains important
information about the server and its software, as well as a list of the current parameters.
Log file - go to Setup > System Options > Logs & Reports. The Log file records events within the unit
since the last restart of the system and can prove a useful diagnostic tool for troubleshooting.

Symptoms, Possible Causes and Remedial Actions

Problems setting the IP address
Using ARP and Ping
The AXIS 214 PTZ is located on a dif-
ferent subnet
The IP address is being used by
another device
The AXIS 214 PTZ cannot be accessed from a browser
The IP address has been changed by
DHCP
Other networking problems
Cannot send notifications, uploads, alarms, etc, to a destination outside the local network
Firewall protection
Your AXIS 214 PTZ is accessible locally, but not externally
Firewall protection
Default routers required
A firmware upgrade has been inter-
rupted or the firmware has in some
other way been damaged
The IP address must be set within two minutes after the power has been applied to the AXIS 214 PTZ. Restart the
server and try again. Also, make sure the ping length is set to 408.
If the IP address intended for the AXIS 214 PTZ and the IP address of your computer are located on different sub-
nets, you will not be able to set the IP address. Contact your network administrator for an IP address on the same
subnet as the computer you are performing the installation from.
Disconnect power from the AXIS 214 PTZ.
Run the command (in a Command/DOS window, type ping and the IP address of the unit).
If you receive: Reply from <IP address>: bytes = 32; time = 10 ms..... - this means that the IP address may
already be in use by another device on your network. You must obtain a new IP address and reinstall the unit.
If you receive: Request timed out - this means that the IP address is available for use with your AXIS 214 PTZ. In
this case, check all cabling and reinstall the unit.
1) Move the AXIS 214 PTZ to an isolated network or to one with no DHCP or BOOTP server. Set the IP address
again, using the ARP command.
2) Access the unit and disable BOOTP and DHCP in the TCP/IP settings. Return the unit to the main network. The
unit now has a fixed IP address that will not change.
3) As an alternative to 2), if a dynamic IP address via DHCP or BOOTP is required, select the required service and
then configure IP address change notification from the network settings. Return the unit to the main network. The
unit will now have a dynamic IP address, but will notify you if the address changes.
Test the network cable by connecting it to another network device. Then ping that device from your workstation.
The AXIS 214 PTZ can be configured to use a SOCKS server to reach networks on the other side of a firewall/proxy
server.
Check the Internet firewall with your system administrator.
Check if you need to configure the default router settings.
A rescue firmware is running in the product. First, set the IP address using AXIS IP utility or ARP and Ping.
Then, from a Web browser, access the unit and download the latest firmware to the product, see Updating the
Firmware, on page 40.
AXIS 214 PTZ
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