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AXIS M32 Series
Troubleshooting
Checking the Firmware
Firmware is software that determines the functionality of the network camera. 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 your camera is displayed on the page Setup > Basic Setup or under
About.
Upgrading the Firmware
When you upgrade your camera with the latest firmware from the Axis Web site, your camera receives the latest functionality available. Always read the upgrade instructions and release notes available with each new release, before updating the firmware.
Note:
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. Always read the instructions and release notes available with each new release, before upgrading the firmware.
1. Save the firmware file to your computer. The latest version of the firmware is available free of charge from the Axis website at www.axis.com/techsup
2. Go to Setup > System Options >
Maintenance in the camera’s web pages.
3. In the Upgrade Server section, browse to the desired firmware file on your computer. Click Upgrade.
Notes:
• After starting the upgrade process, always wait at least 5-10 minutes before restarting the camera, even if you suspect the upgrade has failed.
• Your dealer reserves the right to charge for any repair attributable to faulty upgrading by the user.
• The AXIS Camera Management software tool can be used for multiple upgrades. Please see the Axis website at www.axis.com for more information.
Emergency Recovery Procedure
If power or the network connection to the camera is lost during the upgrade, the process fails and the unit becomes unresponsive. A flashing red Status LED indicates a failed upgrade. To recover the unit, follow the steps below. The serial number is found on the label attached to the bottom of the camera.
1.
UNIX/Linux - From the command line, type the following: arp -s <IP address of camera> <serial number> temp ping -s 408 <IP address of camera>
Windows - From a command/DOS prompt, type the following: arp -s <IP address of camera> <serial number> ping -l 408 -t <IP address of camera>
2. If the unit does not reply within a few seconds, restart it and wait for a reply. Press CTRL+C to stop Ping.
3. Open a browser and type in the camera’s IP address. In the page that appears, use the Browse button to select the upgrade file to use, for example, axism3204.bin. Then click the Load button to restart the upgrade process.
4. After the upgrade is complete (1-10 minutes), the unit automatically restarts and shows a steady green on the
Power and Status LEDs and flashing green or amber on the Network LED.
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AXIS M32 Series
5. Re-configure the camera, referring to the installation guide.
If the emergency recovery procedure does not get the camera up and running again, please contact Axis support at www.axis.com/techsup/
Axis Support
If you contact Axis support, please help us to help you solve your problems by providing the server report, the log file and a detailed description of the problem.
Server Report - go to Setup > System Options > Support > Support Overview. The server report contains important information about the server and its software, as well as a list of the current parameters.
The Log file is available from Setup > System Options > Support > Logs & Reports. The Log file records events in the unit since the last system restart and can be a useful diagnostic tool when troubleshooting.
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AXIS M32 Series
Symptoms, Possible Causes, and Remedial Action
Problems setting the IP address
When using ARP/Ping
The camera is located on a different subnet
The IP address is being used by another device
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.
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.
Disconnect the camera from the network.
Run the Ping command. (In a Command/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 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 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
Default routers required
Problems with the H.264 format
No H.264 displayed in the client
Check the Internet firewall with your system administrator.
Check if you need to configure the default router settings.
No multicast 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 control panel applet (network tab).
In the AMC control applet, select the H.264 tab and click the button Set to default H.264 decoder.
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
Poor rendering of H.264 images
Color saturation is different in H.264 and Motion JPEG
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.
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.
Modify the settings for your graphics adapter. Please see the adapter's documentation for more information.
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AXIS M32 Series
Lower frame rate than expected Reduce number of applications running on the client computer.
Limit the number of simultaneous viewers.
Check with the system administrator that there is enough bandwidth available. See also the online help.
Check in the AMC control panel applet (H.264 tab) that video processing is not set to
Decode only I frames.
Why do I not get 30 frames per second?
Lower the image resolution.
See the section General performance considerations, on page 42.
Image degeneration
The Power indicator is not constantly lit
Decrease the GOV length, see the online help for more information.
Faulty power supply Check that you are using an AXIS PS-H power supply.
The Status and Network indicator LEDs are flashing red rapidly
Hardware failure Contact your Axis dealer.
The Status indicator LED is flashing red and the camera is inaccessible
A firmware upgrade has been interrupted or the firmware has otherwise been damaged
No images displayed on web page
See the Emergency Recovery Procedure above.
Problem with AMC.
(Internet Explorer only)
Installation of additional ActiveX component restricted or prohibited
To enable the updating of video images in Microsoft Internet Explorer, set your browser to allow ActiveX controls. Also, make sure that AXIS Media Control (AMC) component is installed on your workstation.
Configure your camera to use a Java applet for updating the video images under
Live View Config > Layout > Default Viewer for Internet Explorer. See the online help for more information.
Video/Image problems, general
Image too dark or too light
Missing images in uploads
Check the video image settings. See the online help on Video and Image Settings.
This can occur when trying to use a larger image buffer than is actually available. Try lowering the frame rate or the upload period.
Slow image update
Poor performance
Configuring pre-buffers, motion detection, high-resolution images, or high frame rates, will affect the performance of the camera.
Poor performance may be caused by heavy network traffic, multiple users accessing the unit, low performance clients, use of features such as Motion Detection, Event handling,
Image rotation other than 180 degrees.
Poor quality snapshot images
Screen incorrectly configured on your workstation
Overlay/Privacy mask is not displayed
Incorrect size or location of overlay or privacy mask.
In Display Properties, configure your screen to show at least 65000 colors, that is, at least
16-bit. Using only 16 or 256 colors produces dithering artifacts in the image.
The overlay or privacy mask may have been positioned incorrectly or may be too large.
Refer to Overlay Image Requirements and Limitations in the online help for more information.
Browser freezes
Netscape 7.x or Mozilla 1.4 (or later) can sometimes freeze on a slow computer
Problems uploading files
Lower the image resolution.
Limited space There is only limited space available for the upload of your own files. Try deleting existing files to free up space.
Motion Detection triggers unexpectedly
Changes in luminance Motion detection is based on changes in luminance in the image. This means that if there are sudden changes in the lighting, motion detection may be triggered mistakenly. Lower the sensitivity setting to avoid problems with luminance.
For further assistance, please contact your reseller or see the support pages on the Axis website at www.axis.com/techsup
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