Customer Services - Axis 215 PTZ User Manual

Customer Services

If you contact the Axis support desk, please help us help you resolve your problems expediently by providing a
server report, 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.
Emergency Recovery Procedure
If power or the network connection to the camera is lost during the upgrade, the process fails and the unit
becomes unresponsive. A flashing red Status LED indicates a failed upgrade. To recover the unit, follow the steps
below. The serial number is found on the label attached to the bottom of the camera.
1. UNIX/Linux - From the command line, type the following:
arp -s <IP address of camera> <serial number> temp
ping -s 408 <IP address of camera>
Windows - From a command/DOS prompt, type the following:
arp -s <IP address of camera> <serial number>
ping -l 408 -t <IP address of camera>
2. If the unit does not reply within a few seconds, restart it and wait for a reply. Press CTRL+C to stop Ping.
3. Open a browser and type in the camera's IP address. In the page that appears, use the Browse button to
select the upgrade file to use, for example, axisp215.bin. Then click the Load button to restart the upgrade
process.
4. After the upgrade is complete (1-10 minutes), the unit automatically restarts and shows a steady green on
the Power and Status LEDs and flashing green or amber on the Network LED.
5. Re-configure the camera, referring to the installation guide.
If the emergency recovery procedure does not get the camera up and running again, please contact Axis support
at www.axis.com/techsup/
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