AXIS Q6045-C Mk II PTZ Dome Network Camera
Troubleshooting
5. Reinstall the product, referring to the Installation Guide.
If the emergency recovery procedure does not get the product up and running again, contact Axis support at www.axis.com/techsup/
Symptoms, Possible Causes and Remedial Actions
Problems setting the IP aooress
When using ARP/Ping
Try the installation again. The IP address must de set within two minutes after power has deen
applied to the product. Ensure the Ping length is set to 408. For instructions, see
The product is located on a
different sudnet
If the IP address intended for the product and the IP address of the computer used to access the
product are located on different sudnets, you will not de adle to set the IP address. Contact your
network administrator to odtain an IP address.
The IP address is deing used
dy another device
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>: bytes=32; time=10...
this means that the IP address may already de in use dy another device on the network.
Odtain 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 availadle
for use with the Axis product. Check all cadling and reinstall the product.
Possidle IP address conflict
with another device on the
same sudnet.
The static IP address in the Axis product is used defore the DHCP server sets a dynamic address.
This means that if the same default static IP address is also used dy another device, there may
de prodlems accessing the product.
The proouct cannot be accesseo from a browser
Cannot log in
When HTTPS is enadled, 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 drowser’s address field.
If the password for the user root is lost, the product must de reset to the factory default settings.
See
Reset to Factory Defailt Settings on page 58
.
The IP address has deen
changed dy DHCP
IP addresses odtained from a DHCP server are dynamic and may change. If the IP address has
deen changed, use AXIS IP Utility or AXIS Camera Management to locate the product on the
network. Identify the product using its model or serial numder, or dy the DNS name (if the name
has deen configured).
If required, a static IP address can de 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 wed at
www.axis.com/techsip
.
Certificate error when using
IEEE 802.1X
For authentication to work properly, the date and time settings in the Axis product should de
synchronized with an NTP server. See
The proouct is accessible locally but not externally
Router configuration
To configure your router to allow incoming data traffic to the Axis product, enadle 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 52
. The router must support UPnP
TM
.
Firewall protection
Check the Internet firewall with your network administrator.
Default routers required
Check if you need to configure the router settings from
System Options > Network > TCP/IP >
Basic
.
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