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AXIS M5013-V PTZ Dome Network Camera

Troubleshooting

Troubleshooting

Check the Firmware

Firmware is software that determines the functionality of network devices. One of your first actions when troubleshooting a problem
should be to check the current firmware version. The latest version may contain a correction that fixes your particular problem. The
current firmware version in the Axis product is displayed in the page

Setup > Basic Setup

and in

Setup > About

.

Upgrade the Firmware

Important

• Your dealer reserves the right to charge for any repair attributable to faulty upgrade by the user.

• Preconfigured and customized settings are saved when the firmware is upgraded (providing the features are available in the

new firmware) although this is not guaranteed by Axis Communications AB.

Note

• After the upgrade process has completed, the product will restart automatically. If restarting the product manually after the

upgrade, always wait 10 minutes even if you suspect the upgrade has failed.

• When you upgrade the Axis product with the latest firmware from Axis website, the product receives the latest functionality

available. Always read the upgrade instructions and release notes available with each new release before upgrading
the firmware.

To upgrade the product’s firmware:

1. Save the firmware file to your computer. The latest version of the firmware is available free of charge from Axis website

at

www.axis.com/techsup

2. Go to

Setup > System Options > Maintenance

in the product’s webpages.

3. Under

Upgrade Server

, click

Browse

and locate the file on your computer. Click

Upgrade

.

4. Wait approximately 10 minutes while the product is being upgraded and restarted. Then access the product.

AXIS Camera Management can be used for multiple upgrades. See

www.axis.com

for more information.

Emergency Recovery Procedure

If power or network connection is lost during the upgrade, the process fails and the product becomes unresponsive. Flashing red Status
indicator indicates a failed upgrade. To recover the product, follow the steps below. The serial number is found on the product’s label.

1. In

UNIX/Linux

, type the following from the command line:

arp -s <IP address> <serial number> temp
ping -l 408 <IP address>

In

Windows

, type the following from a command/DOS prompt (this may require that you run the command prompt as

an administrator):

arp -s <IP address> <serial number>
ping -l 408 -t <IP address>

2. If the product does not reply in 30 seconds, restart it and wait for a reply. Press CTRL+C to stop Ping.

3. Open a browser and type in the product’s IP address. In the page that opens, use the

Browse

button to select the upgrade

file to use. Then click

Load

to restart the upgrade process.

4. After the upgrade is complete (1–10 minutes), the product automatically restarts and shows a steady green on the

Status indicator.

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Summary of Contents for M5013-V

Page 1: ...AXIS M5013 V PTZ Dome Network Camera User Manual ...

Page 2: ...rks of SD 3C LLC in the United States other countries or both Regulatory Information Europe This product complies with the applicable CE marking directives and harmonized standards Electromagnetic Compatibility EMC Directive 2004 108 EC See Electromagnetic Compatibility EMC on page 2 Low Voltage LVD Directive 2006 95 EC See Safety on page 3 Restrictions of Hazardous Substances RoHS Directive 2011 ...

Page 3: ...isposal of this waste Europe This symbol means that the product shall not be disposed of together with household or commercial waste Directive 2012 19 EU on waste electrical and electronic equipment WEEE is applicable in the European Union member states To prevent potential harm to human health and the environment the product must be disposed of in an approved and environmentally safe recycling pr...

Page 4: ...could result in death or serious injury CAUTION Indicates a hazardous situation which if not avoided could result in minor or moderate injury NO NO NOTICE TICE TICE Indicates a situation which if not avoided could result in damage to property Other Message Levels Important Indicates significant information which is essential for the product to function correctly Note Indicates useful information w...

Page 5: ...rlay 19 Configure the Live View Page 21 PTZ Pan Tilt Zoom 23 Preset Positions 23 OSDI Zones 23 Advanced 24 Control Queue 24 Detectors 25 Motion Detection 25 Applications 27 Application Licenses 27 Install Application 27 Application Considerations 27 Events 29 Convert Event Types to Action Rules 29 Set Up Action Rules 29 Add Recipients 31 Create Schedules 32 Set Up Recurrences 33 Recordings 34 Reco...

Page 6: ...a Hardware Overview Hardware Overview M E M O R Y C A R D 1 2 3 6 5 4 1 Control button 2 SD card microSDHC slot 3 Part number P N Serial number S N 4 Network connector PoE 5 Status LED indicator 6 Microphone not applicable for V models 6 ...

Page 7: ...or with Power over Ethernet PoE NO NO NOTICE TICE TICE The product shall be connected using a shielded network cable STP All cables connecting the product to the network shall be intended for their specific use Make sure that the network devices are installed in accordance with the manufacturer s instructions For information about regulatory requirements see Electromagnetic Compatibility EMC on pa...

Page 8: ...l button Resetting the product to factory default settings See page 47 Connecting to an AXIS Video Hosting System service See page 40 To connect press and hold the button for about 3 seconds until the Status LED flashes green Connecting to AXIS Internet Dynamic DNS Service See page 40 To connect press and hold the button for about 3 seconds LED Indicators Note The Status LED can be configured to f...

Page 9: ...st If you do not know the IP address use AXIS IP Utility to locate the product on the network For information about how to discover and assign an IP address 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 Note To show Bonjour as a browser bookmark go to Safari Preferences 3 Enter your user ...

Page 10: ...ck Use HTTPS A temporary certificate valid for one year is created enabling encryption of all traffic to and from the product and the password can now be set securely 2 Enter a password and then re enter it to confirm the spelling 3 Click OK The password has now been configured Set Power Line Frequency Power line frequency is set the first time the Axis product is accessed and can only be changed ...

Page 11: ... From the second drop down list select Manual Trigger 5 Select the desired action and configure the other settings as required For more information about action rules see Events on page 29 To show the manual trigger buttons in the Live View page 1 Go to Setup Live View Config 2 Under Action Buttons select Show manual trigger button AXIS Media Control viewer toolbar The AXIS Media Control viewer to...

Page 12: ... PTZ Control Queue Click the Ctrl panel button to open the PTZ control panel which provides additional PTZ controls User defined buttons can also appear in the Control panel See Controls on page 24 Select a PTZ preset position to steer the camera view to the saved position See Preset Positions on page 23 Pan and Tilt bars Use the arrows to pan and tilt the camera view or click on a position on the...

Page 13: ...video traffic on the network until a client connects and requests the stream Note that there are a maximum of 20 simultaneous unicast connections Multicast RTP This method RTP over UDP should be used for live multicast video The video stream is always up to date even if some frames are dropped Multicasting provides the most efficient usage of bandwidth when there are large numbers of clients viewi...

Page 14: ...he Axis product in the following ways Motion JPEG server push if supported by the client Chrome or Firefox for example This option maintains an open HTTP connection to the browser and sends data as and when required for as long as required Still JPEG images in a browser Enter the path http ip axis cgi jpg image cgi Windows Media Player This requires AXIS Media Control and the H 264 decoder to be i...

Page 15: ...eams Note ip IP addess The Axis product supports QuickTime 6 5 1 and later QuickTime may add latency to the video stream It may be possible to use other players to view the H 264 stream using the paths above although Axis does not guarantee this 15 ...

Page 16: ... the Live View page Administrators have unrestricted access to all settings Operators have access to all settings except System Options See also the online help Basic Setup Basic Setup provides shortcuts to the settings that should be made before using the Axis product 1 Users See page 36 2 TCP IP See page 38 3 Date Time See page 38 4 Video Stream See page 17 The Basic Setup menu can be disabled f...

Page 17: ...ter the number of pixels in the Width and Height fields and click Apply The Live View page in Internet Explorer with AXIS Media Control AMC in Windows Right click in the image and select Pixel counter Use the mouse to move and resize the rectangle Image The default image settings can be configured under Video Video Stream Select the Image tab The following settings are available Resolution Select ...

Page 18: ... and down within the set target but when it nears the set target value the limitation kicks in However because CBR will always prioritize a continuous video stream it allows temporary overshoots from the target bit rate Because setting a target value prevents the bit rate from increasing frame rate and image quality are affected negatively To partly compensate for this select which variable shall ...

Page 19: ...mines which part of the image is used to calculate the exposure For most situations the Auto setting can be used For particular requirements select a predefined area Exposure priority When Motion is prioritized and maximum Shutter time is set to a small value motion blur in the image is minimized This can be useful for recognition of moving objects such as people and vehicles However prioritizing ...

Page 20: ...gers and actions during product installation and configuration To display overlay text when an action rule is triggered the modifier D should be used as described below When the rule is triggered D will be replaced by the text specified in the action rule Start by enabling overlay text in the video stream 1 Go to Video Video Stream and select the Image tab 2 Under Overlay Settings select Include t...

Page 21: ... J2SE 1 4 2 or higher JRE J2SE 5 0 or higher Windows Internet Explorer Still image Displays still images only Click the Refresh button in your browser to view a new image Server Push Recommended viewer for other browsers Motion JPEG QuickTime H 264 Java applet A slower imaging alternative to Server Push Motion JPEG only Other browsers Still image Displays still images only Click the Refresh button...

Page 22: ...ame and then enter the URL to link to When defining a web link do not remove the http from the URL address Custom links can be used to run scripts or activate external devices connected to the product or they can link to a web page Custom links defined as cgi links will run the script in the background in a hidden frame Defining the link as a web link will open the link in a new window 22 ...

Page 23: ...ion select Use current position as Home when adding a preset position The user defined home position will have H added for example Entrance H The default Home position called Home will still be available The product can be configured to return to the Home position when the PTZ functionality has been inactive for a specified length of time Enter the length of time in the Return to home when inactiv...

Page 24: ... PTZ controls for selected users To identify different users in the viewer group cookies must be enabled on the client The Control queue polltime is measured in seconds For more information see the online help The administrator can set up a queue for PTZ controllers from PTZ Control Queue Once set up the PTZ Control Queue buttons appear in the Live View page offering one viewer exclusive control f...

Page 25: ...e orientation of the Camera Changing the orientation of the camera will also change the position of the Motion Detection Window Set Up Motion Detection Windows To set up a motion detection Include Window follow these instructions 1 Go to Detectors Motion Detection 2 Select the Configure Included Windows option and click New Select the new window in the list of windows and enter a descriptive name ...

Page 26: ...n detection only for a very short time before it is considered as non moving Only very bright objects on a dark background trigger motion detection Recommended values 5 15 60 90 75 95 Default values 15 90 90 Note To trigger on small objects or movements use several small motion detection windows rather than one large window and select a low object size To avoid triggering on small objects select a...

Page 27: ...cumentation provided by the application vendor 4 Start the application Go to page Applications select the application in the list of installed applications and click Start 5 Configure the application For instructions see the documentation provided by the application vendor Note Applications can be uploaded by product administrators Applications and licenses can be installed on multiple products at...

Page 28: ...TZ Dome Network Camera Applications If the Axis product is reset to factory default installed applications and their settings are removed For information about factory default see Reset to Factory Default Settings 28 ...

Page 29: ... is movement in the camera s field of view Set up motion detection and add a network share 1 Go to Detectors Motion Detection and configure a motion detection window See page 25 2 Go to System Options Storage and set up the network share See page 45 Set up the action rule 1 Go to Events Action Rules and click Add 2 Select Enable rule and enter a descriptive name for the rule 3 Select Detectors fro...

Page 30: ...or Trigger the rule if the PTZ functionality is not working correctly This can for example be used to send maintenance notifications Moving Trigger the rule when the camera view moves due to a PTZ operation This can for example be used as an additional condition to prevent an action rule triggered by motion detection to record video while the camera view moves due to a PTZ operation Preset Reached...

Page 31: ...d Recipients The product can send media files and messages to notify users about events Before the product can send media files or notification messages you must define one ore more recipients For information about available options see Recipient Types on page 31 To add a recipient 1 Go to Events Recipients and click Add 2 Enter a descriptive name 3 Select a recipient Type 4 Enter the information ...

Page 32: ...s 1 Go to Events Recipients and click Add 2 Enter a Name and select Email from the Type list 3 Enter the email addresses to send emails to in the To field Use commas to separate multiple addresses 4 Select the email provider from the Provider list 5 Enter the user ID and password for the email account 6 Click Test to send a test email To set up an email recipient using for example a corporate emai...

Page 33: ...o to Events Recurrences and click Add 2 Enter a descriptive name and recurrence pattern 3 Click OK To use the recurrence in an action rule first select Time from the Trigger drop down list in the Action Rule Setup page and then select the recurrence from the second drop down list To modify or remove recurrences select the recurrence in the Recurrences List and click Modify or Remove 33 ...

Page 34: ...tamped with the date and time they were downloaded that is not the date the recordings were made Note To play recordings in Windows Media Player AXIS Matroska File Splitter must be installed AXIS Matroska File Splitter can be downloaded from www axis com techsup software For detailed recording and video information select a recording and click Properties To remove a recording select the recording ...

Page 35: ...etting the product to factory default settings will erase any uploaded language files and reset the product language to English Clicking the Restore button on the Maintenance page will not affect the language A firmware upgrade will not affect the language used However if you have uploaded a new language to the product and later upgrade the firmware it may happen that the translation no longer mat...

Page 36: ...o Interface Forum is a global interface standard that makes it easier for end users integrators consultants and manufacturers to take advantage of the possibilities offered by network video technology ONVIF enables interoperablity between different vendor products increased flexibility reduced cost and future proof systems By creating a user you automatically enable ONVIF communication Use the use...

Page 37: ...uthentication server a CA signed client certificate to authenticate the Axis product To create and install certificates go to System Options Security Certificates See Certificates on page 37 Many CA certificates are preinstalled To allow the product to access a network protected by IEEE 802 1X 1 Go to System Options Security IEEE 802 1X 2 Select a CA Certificate and a Client Certificate from the l...

Page 38: ...Axis product s date and time settings are configured under System Options Date Time Current Server Time displays the current date and time 24h clock The time can be displayed in 12h clock in the text overlay see below To change the date and time settings select the preferred Time mode under New Server Time Synchronize with computer time Sets date and time according to the computer s clock With thi...

Page 39: ...using ARP and Ping For instructions see Assign IP Address Using ARP Ping on page 39 The ARP Ping service is enabled by default but is automatically disabled two minutes after the product is started or as soon as an IP address is assigned To re assign IP address using ARP Ping the product must be restarted to enable ARP Ping for an additional two minutes To disable the service go to System Options ...

Page 40: ...from the AVHS service Always The Axis product will constantly attempt to connect to the AVHS service over the Internet Once registered the product will stay connected to the service This option can be used when the product is already installed and it is not convenient to use the one click installation AXIS Internet Dynamic DNS Service AXIS Internet Dynamic DNS Service assigns a host name for easy ...

Page 41: ...ns Network TCP IP Advanced In addition to the default setting which is 80 any port in the range 1024 65535 can be used HTTPS The HTTPS port used by the Axis product can be changed under System Options Network TCP IP Advanced In addition to the default setting which is 443 any port in the range 1024 65535 can be used To enable HTTPS go to System Options Security HTTPS For more information see HTTPS...

Page 42: ...Options Network TCP IP Advanced The default port is 554 Note H 264 video streams will not be available if the RTSP server is disabled SOCKS SOCKS is a networking proxy protocol The Axis product can be configured to use a SOCKS server to reach networks on the other side of a firewall or proxy server This functionality is useful if the Axis product is located on a local network behind a firewall and...

Page 43: ...tory Default Settings on page 47 UPnPTM The Axis product includes support for UPnPTM UPnPTM is enabled by default and the product is automatically detected by operating systems and clients that support this protocol UPnPTM can be disabled under System Options Network UPnP RTP H 264 The RTP port range and multicast settings are configured under System Options Network RTP The RTP port range defines ...

Page 44: ...rdings from being removed select Lock under General Settings Mount and Unmount SD Card NO NO NOTICE TICE TICE To prevent corruption of recordings the SD card should always be unmounted before it is ejected The SD card is automatically mounted when the card is inserted into the Axis product or when the product is started A manual mount is only required if the card has been unmounted and not ejected...

Page 45: ...to the share and protect recordings from being removed select Lock under Recording Settings Maintenance The Axis product provides several maintenance functions These are available under System Options Maintenance Click Restart to perform a correct restart if the Axis product is not behaving as expected This will not affect any of the current settings Note A restart clears all entries in the Server...

Page 46: ... can view or download the server report Downloading the server report creates a zip file that contains a complete server report text file in UTF 8 format Select the Include snapshot with default image settings option to include a snapshot of the product s Live View The server report zip file should always be included when contacting support Parameter List Shows the product s parameters and their c...

Page 47: ...ory default will reset all settings including the IP address to the factory default values Note The installation and management software tools are available on the CD supplied with the product and from the support pages on www axis com techsup To reset the product to the factory default settings 1 Disconnect power from the product 2 Press and hold the control button and reconnect power See Hardwar...

Page 48: ... file to your computer The latest version of the firmware is available free of charge from Axis website at www axis com techsup 2 Go to Setup System Options Maintenance in the product s webpages 3 Under Upgrade Server click Browse and locate the file on your computer Click Upgrade 4 Wait approximately 10 minutes while the product is being upgraded and restarted Then access the product AXIS Camera ...

Page 49: ...lt static IP address is also used by another device there may be problems accessing the product The product cannot be accessed from a browser Cannot log in 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 product must be rese...

Page 50: ...t to use a Java applet for updating video images in your browser Go to Setup Live View Config and select Java applet under Default viewer Poor rendering of H 264 images Ensure that your graphics card is using the latest driver The latest drivers can usually be downloaded from the manufacturer s website Color saturation is different in H 264 and Motion JPEG Modify the settings for your graphics ada...

Page 51: ...the System Log under System Options Support Logs Reports Depending on the problem it might be necessary to re mount the storage device For information on how to set up a storage disruption alarm see Events on page 29 Video cannot be recorded Check that the SD card is not write protected that is read only SD card cannot be mounted Reformat the SD card and then click Mount NO NO NOTICE TICE TICE For...

Page 52: ...ultiple individually configurable streams in H 264 and Motion JPEG Controllable frame rate and bandwidth VBR CBR H 264 Video Image settings Manual shutter time compression color brightness sharpness contrast white balance exposure zones backlight compensation fine tuning of behavior at low light Rotation 0 180 Text overlay Security Password protection IP address filtering HTTPS encryption IEEE 802...

Page 53: ...L pages Windows 8 Windows 7 Windows Vista Windows XP Windows Server 2008 Windows Server 2003 DirectX 9c or higher For other operating systems and browsers see www axis com techsup System Integration Installation management and maintenance AXIS Camera Management tool on CD and web based configuration Configuration of backup and restore Firmware upgrades over HTTP or FTP firmware available on www ax...

Page 54: ... affect the frame rate The following factors are among the most important to consider High image resolution and or lower compression levels result in images containing more data Bandwidth affected Access by large numbers of Motion JPEG and or unicast H 264 clients Bandwidth affected Simultaneous viewing of different streams resolution compression by different clients Effect on frame rate and bandw...

Page 55: ...User Manual Ver M4 2 AXIS M5013 V PTZ Dome Network Camera Date March 2015 Axis Communications AB 2015 Part No 62663 ...

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