Symptoms, Possible Causes And Remedial Actions - Axis Q6032-C User Manual

AXIS Q6032-C PTZ Dome Network Camera
Troubleshooting

Symptoms, Possible Causes and Remedial Actions

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
Certificate error when using
IEEE 802.1X
The product is accessible locally but not externally
Router configuration
Firewall protection
Default routers required
Problems with the H.264 format
No H.264 displayed in the
client
Try the installation again. The IP address must be set within two minutes after power has been
applied to the product. Ensure the Ping length is set to 408. For instructions, see Assign IP Address
using ARP/Ping, on page 42.
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, 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 root is lost, the product must be reset to the factory default settings. See
Reset to Factory Default Settings, on page 50.
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 Camera Management to located the product on the network.
Identify the product using its model or serial number.
If required, a static IP address can be assigned manually. For instructions, see the Installation and
Management Software CD or the document Assign an IP Address and Access the Video Stream on
Axis Support web at www.axis.com/techsup
For authentication to work properly, the date and time settings in the Axis product should be
synchronized with an NTP server. See Date & Time, on page 41.
To configure your router to allow incoming data traffic to the Axis product, enable the NAT-traversal
feature which will attempt to automatically configure the router to allow access to the Axis
product, see NAT traversal (port mapping) for IPv4, on page 45. The router must support UPnP
Check the Internet firewall with your network administrator.
Check if you need to configure the router settings.
Check that the relevant H.264 connection methods and correct interface are enabled in the AMC
Control Panel (streaming tab). See AXIS Media Control (AMC), on page 15.
In the AMC Control Panel, select the H.264 tab and click Set to default H.264 decoder.
Check that RTSP is enabled under System Options > Network > TCP/IP > Advanced.
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