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AXIS Q1755/-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 Com-
mand/DOS window, 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 net-
work. 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 commands.
2) Access the unit and disable DHCP in the TCP/IP settings. Return the unit to the
main network. The unit now has a fixed IP address that will not change.
3) As an alternative to 2), if dynamic IP address via DHCP or BOOTP is required,
select the required service and then configure IP address change notification
from the network settings. 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 (network tab).
Check that the relevant H.264 connection methods are enabled in the AMC con-
trol panel applet (network 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.