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46
AXIS Q1910/-E/AXIS Q1921/-E - Troubleshooting
Symptoms, possible causes, and remedial action
Problems setting the IP address
When using ARP/Ping Try the installation again. The IP address must be set within two minutes after power has
been applied to the camera. Ensure the Ping length is set to 408. See the Installation Guide.
The camera is located on a different
subnet
If the IP address intended for the camera and the IP address of your computer are located
on different subnets, you will not be able to set the IP address. Contact your network
administrator to obtain an appropriate IP address.
The IP address is being used by
another device
Disconnect the camera from the network. Run the Ping command. (In a Command/DOS win-
dow, 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 see: Request timed out - this means that the IP address is available for use with your
camera. In this case, check all cabling and reinstall the unit.
Possible IP address conflict with
another device on the same subnet
The static IP address in the camera is used before the DHCP server sets a 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 camera. To avoid this, set the static IP address to 0.0.0.0.
The camera cannot be accessed from a browser
The IP address has been changed by
DHCP
If the camera and client are on the same network, Run AXIS IP Utility to locate the camera.
Identify the camera using its model or serial number
Alternatively:
1) Move the camera to an isolated network or to
one with no DHCP or BOOTP server. Set the
IP address again, using the AXIS IP Utility (see the Installation Guide) or the ARP/Ping com-
mands.
2) Access the unit and disable DHCP in the TCP/IP settings. Return the unit to the main net-
work. The unit now has a fixed IP address th
at will not change.
3) As an alternative to 2), if dynamic IP addre
ss via DHCP or BOOTP is required, select the
required service and then configure IP address change notification from the network set-
tings. Return the unit to the main network. The unit now has a dynamic IP address, but will
notify you if the address changes.
Other networking problems Test the network cable by connecting it to another network device, then Ping that device
from your workstation. See instructions above.
Camera is accessible locally, but not externally
Broadband router configuration To configure your broadband router to allow incoming data traffic to the camera, enable the
NAT-traversal feature which will attempt to automatically configure the router to allow
access to the camera.
This is enabled from Setup > System Options > Network > TCP/IP Advanced.
Firewall protection Check the Internet firewall with your system administrator.
Default routers required Check if you need to configure the default router settings.
Problems with the H.264 format
No H.264 displayed in the
client
Check that the correct network interface is selected in the AMC control panel applet
(streaming tab).
Check that the relevant H.264 connection methods are enabled in the AMC control panel
applet (streaming tab).
In the AMC control applet, select the H.264 tab and click the button Set to default H.264
decoder.
No multicast H.264 displayed in the
client
Check with your network administrator that the multicast addresses used by the
camera are valid for your network.
Check with your network administrator to see if there is a firewall preventing viewing.
Multicast H.264 only accessible by
local clients
Check if your router supports multicasting, or if the router settings between the client and
the server need to be configured. The TTL (Time To Live) value may need to be increased.
Poor rendering of H.264 images Color depth set incorrectly on clients. Set to 16-bit or 32-bit color.
If text overlays are blurred, or if there are other rendering problems, you may need to enable
Advanced Video Rendering from the H.264 tab in the AMC control panel applet.
Ensure that your graphics card is using the latest device driver. The latest drivers can usually
be downloaded from the manufacturer's web site.
Image degeneration Decrease the GOV length, see the online help for more information.
The Power indicator is not constantly lit
Faulty power supply Check your power supply.
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