AXIS Camera Station troubleshooting guide

This guide is a collection of issues related to AXIS Camera Station and how to troubleshoot them. The issues are stored under a related topic to make it easier to find what you are looking for, a topic can be for example audio or live view. For every issue there is a solution described. Troubleshooting can sometimes be to reproduce the problem in order to find your solution.

Visit axis.com/support for

• Frequently Asked Questions

• Hardware requirements

• Software upgrades

• Tutorials, training material and other useful information

AXIS Camera Station user manual can be found here: AXIS Camera Station user manual

The server can be overloaded which causes a long task queue and might also corrupt the databases.

• Check the resource management of your system to verify if AXIS Camera Station or any other application is using a high number of resources.

• Run the database maintainer, go to Tools in the AXIS Camera Station user manual.

• If none of above helps, escalate the issue to Axis Support. Go to Escalation process.

If the device was used in a different system before being added to AXIS Camera Station, a factory default of the device might be required

• If the device still can’t be added to AXIS Camera Station, try to add the device to AXIS Device Manager.

It’s possible to add another device model.

• If the device is a new product or has a newly released firmware, it can be a compatibility issue. Make sure to use the latest AXIS Camera Station software version.

If it’s not possible to add another device model, troubleshoot the camera. Go to axis.com/support/troubleshooting.

If it’s not possible to upgrade the camera from its webpage:

• Troubleshoot the camera, go to axis.com/support/troubleshooting.

Firmware can’t be upgraded for all devices:

• Check the network connection.

• If it’s not a network related issue, escalate to AXIS Support. Go to Escalation process.

Firmware can’t be upgraded for specific models:

• This can happen for new products and strange firmware.

• Escalate the issue to AXIS Support. Go to Escalation process.

AXIS Camera Station automatically searches the network for connected cameras and video encoders but can’t find any cameras.

• Check that the camera is connected to the network and that power is applied.

• If the client, server, or cameras are located on different networks, then proxy and firewall settings might need to be configured.

• • Change the client proxy settings if the client and the server are separated by a proxy server. Go to Client proxy settings in the AXIS Camera Station user manual.

  • Change the NAT or security system if the client and the server are separated by a NAT or security system. Ensure that the HTTP port, TCP (Transmission Control Protocol) port and streaming port specified in AXIS Camera Station Service Control are allowed to pass through the security system or NAT. To view the full port list, see Port list in the AXIS Camera Station user manual.

  • Change the server proxy settings if the server and the devices are separated by a proxy server. Go to the Proxy settings section in Service control general in the AXIS Camera Station user manual.

• To add cameras manually, go to Add devices in the AXIS Camera Station user manual.

This might indicate that:

• The network is overloaded.

• The camera is not accessible. Check that the camera is still connected to the network and that power is applied.

• There are problems with the graphics card.

Possible solutions for graphics card problems:

• Install the latest graphics card driver.

• Upgrade to a graphics card with more video memory and higher performance.

• Use the CPU for video rendering.

• Change the video and audio settings, for example by optimizing profile settings for low bandwidth.

See Live view for more information about possible performance issues influencing recordings and playback.

Recordings don’t start or stop after a few seconds.

It could be that the disk is full or that there is too much intruding data.

• Check the "Camera Recording Storage" in the Server Configuration Sheet to make sure there is free space and no intruding data.

• Increase the storage limit for AXIS Camera Station.

• Allocate more storage to the storage pool. Go to Configure storage in the AXIS Camera Station user manual.

Along with gaps, AXIS Camera Station alarms show "Recording errors".

The gaps can occur for several reasons, such as:

• Server overload

• Network issue

• Camera overload

• Disk overload

Check if the recording gaps happen on all the cameras.

If it doesn’t happen to all the cameras, check if the camera is overloaded. Questions that will help to sort things out:

• How often does the gap occur, every hour or every day?

• How long is the gap, seconds or hours?

• At what time does the gap happen?

Possible solutions:

• In the task manager or the resource manager of your server machine, you can confirm if one of the hardware resources is used more than normal. If the disk shows signs of overuse, we advise adding more disks and move several cameras to record on the new disks.

• You can also reduce the amount of data written on the disk (Video settings, ZIP stream, FPS, resolution). Keep in mind the throughput estimated by axis.com/support/tools/axis-site-designer.

For more information, see Live view and playback performance.

If Windows Media Player doesn’t play your exported recordings, check the file format. Exported recordings can be played using Windows Media Player (.asf files) and AXIS File Player (.asf, .mp4, .mkv). For more information, see Play and verify exported recordings in the AXIS Camera Station user manual.

AXIS File Player is a free software for video and audio playback. You can select to include it with the exported recordings, no installation is required. To play recordings, open AXIS File Player and select the recordings to play.

Recordings are only saved for a specified number of days. To change the number of days, go to Configuration > Storage > Selection.

If the storage becomes full, recordings will be deleted before the designated number of days.
To avoid a full storage, try the following:

• Add more storage. Go to Configuration > Storage > Management.

• Change the amount of storage space reserved for AXIS Camera Station. Go to Configuration > Storage > Management.

• Reduce the size of recorded files by changing for example resolution or frame rate. Go to Configuration > Devices > Stream profiles.

• • Use H.264 video format for recording, M-JPEG format requires much more storage space. Go to Configuration > Devices > Stream profiles.

  • Use Zipstream to additionally decrease the size of the recordings. Go to Configuration > Devices > Stream profiles.

The failover recording is not recording on the server after the connection is restored.

Possible causes:

• The bandwidth between the camera and the server is insufficient for the recording to be transferred.

• The camera was not recording to the SD card during the disconnection.

• • Check the camera's server report. See axis.com/support/troubleshooting.

  • Make sure that the SD card is working fine and there is recording on it.

• The camera time has changed or shifted since the disconnection.

• • Make sure that the NTP is synchronised correctly for future recordings.

  • Synchronize the camera’s time with the server or setup the same NTP server on the camera as on the server.

The failover recording implementation in AXIS Camera Station is not designed to handle the following use cases:

• Controlled server shutdowns.

• Short interruptions less than 10 seconds in the connection.

This section describes possible solutions if you experience either frame loss or graphical issues within your AXIS Camera Station client.

Live view does not display video from a known, good camera.

• Try to turn off hardware decoding. Hardware decoding is enabled by default, go to Hardware decoding in Streaming in the AXIS Camera Station user manual.

Other possible solutions:

• Is it possible to see a live view stream through web interface of the camera? Is the camera’s homepage working fine?

• • If not, troubleshoot the camera, go to axis.com/support/troubleshooting.

• Create a camera server report, go to axis.com/support/troubleshooting.

• Check if any antivirus software is installed, it might be blocking live streams.

• Allow AXIS Camera Station folders and processes, see FAQ.

• Make sure the firewall is not blocking connections on certain ports, see FAQ.

• Make sure the desktop experience is installed for supported Windows server OS versions. See Scheduled export in the AXIS Camera Station user manual.

• Check if the lower resolution stream works.

If none of the above helps

• Escalate the issue to AXIS support, go to Escalation process.

If the local system account is used to log in to AXIS Camera Station Service, you can’t add network storage linking to shared folders on other computers.

To change the service logon account:

1. Open Windows Control Panel.

2. From the System & Security category, select Administrative Tools > Services.

3. Right-click AXIS Camera Station and select Properties.

4. Click the Log on tab.

5. Change from Local System account to This account.

6. Select a user with access to Windows Active Directory.

The computer that the AXIS Camera Station server is installed on should be part of the same domain as the network storage.

If your network storage requires authentication, it is important to disconnect the network storage from all ongoing connections before you change your username and password.

To change the username and password for a network storage and reconnect:

1. Disconnect your network storage from all ongoing connections.

2. When your network storage is disconnected, change the username and password.

3. Go to Configuration > Storage > Management and reconnect your network storage with your new username and password.

This section describes possible solutions if you expected more or fewer detections in your Video Motion Detection related recordings.

The area where moving objects are detected can be adjusted by selecting motion settings.

1. Go to Configuration > Recording and events > Recording method.

2. Select the camera and click Motion Settings.

3. Choose settings according to the camera firmware.

4. • AXIS Video Motion Detection 2 and 4: The area of interest can be adjusted. See Edit AXIS Video Motion Detection 2 and 4 in the AXIS Camera Station user manual.

   • Built-in motion detection: Included and excluded windows can be configured. See Edit built-in motion detection in the AXIS Camera Station user manual.

The trigger period is an interval time between two successive triggers, this setting is used to reduce the number of successive recordings. The recording will continue if an additional trigger occurs within this interval. If an additional trigger occurs, the trigger period starts over from that point in time.

To change the trigger period:

1. Go to Configuration > Recording and events > Recording method.

2. Select the camera and use the slider to adjust Trigger period.

If there is no audio in live view, check the following:

• Check that the camera has audio capabilities.

• Check that the computer has an audio card and that the card is enabled.

• Check that the profile in use is configured for audio (see below).

• Make sure the user has access rights to audio (see below).

1. Go to Configuration > Devices > Stream profiles.

2. Select the camera.

3. Select MPEG-4 or H.264 under Format in the video profile settings.

4. Select a microphone under Microphone in the audio settings.

5. Select when to enable audio under Use microphone for in the audio settings. Audio can be applied for Live view and recording, Live view only, or Recording only.

6. If applicable, select a speaker under Speaker in the audio settings.

7. Click OK.

1. Go to Configuration > Security > User permissions.

2. Select the User or Group and click Edit.

3. Click Advanced.

4. Select Audio.

5. Click OK.

Audio can be disabled in streaming profiles. For more information, see Stream profiles in the AXIS Camera Station user manual.

1. Go to Configuration > Devices > Stream profiles.

2. Select the camera.

3. Make sure that audio is enabled in the profile used for the first view in the sequence. This profile is used for all views in the sequence.

Audio is available in playback if audio was enabled in the profile used for the recording.

To enable audio in recordings:

1. Ensure the video profile you want to use has been set with MPEG-4 or H.264 format.

2. 1. Go to Configuration > Devices > Stream profiles.

   2. Select the camera.

   3. For the video profile that you want to use, select MPEG-4 or H.264 from the Format drop-down list.

   4. Click Apply.

3. Go to Configuration > Recording and events > Recording method.

4. Select the camera.

5. Select the profile with MPEG-4 or H.264 from the Profile drop-down list.

6. Click Apply.

To enable audio in an existing rule:

1. Go to Configuration > Recording and events > Action rules.

2. Select the rule and click Edit.

3. In step Actions, select the Record action and click Edit.

4. Select a profile where audio is enabled.

5. Click Finish to save.

This section describes login and connection problems that occur when connecting to a single server. When logging in to multiple servers the client will start and the connection status will be shown in the status bar. For more information about the connection status, see Connection status in the AXIS Camera Station user manual.

If automatic registration fails, try the following:

• Check that the license key has been entered correctly.

• Change the client proxy settings to allow AXIS Camera Station to access the internet.

• Select the option The server is not connected to the internet.

• Make a note of the Server ID and activate AXIS Camera Station from axis.com/licenses/systems.

• Make sure that the server’s time is up to date.

For more information, see axis.com/products/axis-camera-station/license.

If the domain user search fails, change the Service logon account:

1. Open Windows Control Panel.

2. From the System & Security category, select Administrative Tools and then Services.

3. Right-click AXIS Camera Station and select Properties.

4. Click the Log on tab.

5. Change from Local System account to This account.

6. Select a user with access to Windows Active Directory.

AXIS Camera Station can't communicate with the device until the certificate error is solved.

The certificate errors can be:

Certificate Not Found –

if the device certificate has been removed. If you know why the certificate was removed, click Repair to repair the certificate. If you suspect unauthorized access, investigate the issue before clicking the button. Click Advanced to display certificate details. The certificate could have been removed because:

• The device was reset to factory default.

• Secure HTTPS communication has been disabled.

• An unauthorized person has accessed and modified the device.

Untrusted Certificate –

if the device certificate has been modified outside of AXIS Camera Station. This can indicate that an unauthorized person has accessed and modified the device. If you know why the certificate was modified, click Trust This Device. If not, investigate the issue before clicking the button. Click Advanced to display certificate details.

If you have a certificate authority in AXIS Camera Station and no passphrase is stored with it, you will get an alarm:

You can resolve this issue in three different ways:

• Enable HTTPS on a device

• Import an existing certificate authority

• Let AXIS Camera Station generate a new certificate authority

To enable HTTPS on a device:

1. Open a Configuration tab.

2. Go to Devices > Management.

3. In the list, right-click and device and go to Security > HTTPS > Enable/Update.

4. Click Yes to confirm.

5. Enter the certificate authority passphrase. And click OK.

To import an existing certificate authority:

1. Open a Configuration tab.

2. Go to Security > Certificates.

3. Click Import....

4. Click OK to confirm that you want to replace your existing certificate authority.

5. Note

   AXIS Camera Station loses its connection to the devices, and some system components restart.

6. Locate and open your existing certificate authority.

7. Enter the certificate authority passphrase. And click OK.

To let AXIS Camera Station generate a new certificate authority:

1. Open a Configuration tab.

2. Go to Security > Certificates.

3. Click Generate....

4. Click OK to confirm that you want to replace your existing certificate authority.

5. Note

   AXIS Camera Station loses its connection to the devices, and some system components restart.

6. Create a new certificate authority passphrase. And click OK.

The Windows Time service is not synchronized with the NTP server. This can be because it can’t reach the NTP server. Make sure that:

• The NTP server is online.

• The firewall settings are correct.

• The device is on a network that can reach the NTP server.

For assistance, contact your system administrator.

The device is out of synchronization with the server time.

1. Go to Configuration > Devices > Time synchronization and check the server time offset of the device.

2. If the server time offset is more than 2 seconds:

3. 1. Make sure that Enable time synchronization is selected.

   2. Make sure that the device can reach the specified NTP server.

   3. Reload the device under Configuration > Devices > Management.

4. If the server time offset is smaller than 2 seconds, the device might not send sufficient data for time synchronization.

5. 1. Clear Send alarm when the time difference between server and device is larger than 2 seconds to disable alarms.

   2. The device is not properly synchronized with the server. The recording is time stamped with the time when the server received it instead of the time of when the device recorded it.

For assistance, contact Axis support.

Technical support is available for customers with a licensed version of AXIS Camera Station. To contact technical support, go to > Help > Online Support or axis.com/support

We recommend that you attach the system report and screenshots to the support case.

Go to > Help > System report to create a system report.

When you have issues that can’t be solved using this guide, escalate the issue to Axis online helpdesk. In order for our support team to understand your issue and be able to solve it, you must include the following information:

• A clear description on how to reproduce the issue or under what circumstances does the issue happen.

• The time and the concerned camera’s name or IP address where the issue happens.

• An AXIS Camera Station system report generated directly after the issue happens. The system report must be generated from the client or server where the issue has been reproduced.

• Optional screenshots or recordings from showing the. Enable the debug overlay function when taking the screenshots or making the recording. See below for more information.

• Only include the database files if needed, excluding these makes uploading the case go faster.

Sometimes additional information is required and will be requested by the support team.
Supply the following information if requested:

Debug level logs –

Sometimes we must turn on debug level logging to collect more information. This is only done by request from an Axis support engineer. You can find Instructions on Axis online helpdesk.

Live view debug overlay –

Sometimes it is beneficial to provide screenshots of the overlay information or a video showing the change of values in the time that is of interest. To add overlay information do as follows:

• Press Ctrl + i one time to display overlay information in the live view.

• Press Ctrl + i two times to add debug information.

• Press Ctrl + i three times to hide the overlay.

Network trace –

If requested by the support engineer, the following information should be generated at the same time as when the AXIS Camera Station system report is taken.

• Network traces taken over the time the issue happens if it’s reproducible. This includes:

• • A 60 sec Network trace taken on the camera (only applicable to camera firmware 5.20 and above)

    Use the following VAPIX command: Change the login, IP address and duration (in seconds) if needed:

    http://root:pass@192.168.0.90/axis-cgi/debug/debug.tgz?cmd=pcapdump&duration=60

  • A 10-30 sec Network trace taken on the server showing communication between the server and the camera.

Database files –

In cases where we need to examine or manually repair the database. Select Include database in the report before the system report is generated.

Screenshots –

Use screenshots when it’s a live view issue, related to UI. For example when you want to show a timeline for recordings or when it is difficult to describe.

Screen recordings –

Use screen recordings when it’s difficult to describe the problem in words, for example when lots of UI interactions are involved to reproduce the issue.

AXIS Secure Remote Access does not support proxy that requires authentication. A workaround could be to allow cameras (AXIS Companion) and AXIS Camera Station server (AXIS Camera Station) to bypass authentication.

Each time a client or a camera makes an outbound connection through the router, the router will give that connection a random external port which is used for hole punching. It is not possible to predict which port will be used.

AXIS Companion Classic and AXIS Camera Station

• The network needs to allow outbound traffic on ports 80 and 443 for Secure Remote Access to work.

• The mediator servers use dynamic IP addresses. The mediator server URLs are:

• • accws01.accws.axis.com

  • accws02.accws.axis.com

  • accws03.accws.axis.com

  • us-us.accws.axis.com

  • usaccws01.accws.axis.com

  • usaccws02.accws.axis.com

  • us-sra-oauth.axis.com

  • se-eu.accws.axis.com

  • se-sra-oauth.axis.com

  • se-ap.accws.axis.com

  • acsapi.axis.com

  • gateway.api.axis.com

• The site service URL is also accessed via port 80: http://accws.se.axis.com

Peer-to-peer (P2P):

Server-side –

Cameras (AXIS Companion)/server (AXIS Camera Station) need to be able to get out on Port 80 & 443 (outbound)

Client-side network –

outbound 80 & 443

Connection using Web proxy/4G –

P2P will not work and communication is relayed through the mediator servers.

Use of dynamic ports may prevent hole punching/P2P

• For countries with special fire walls (e.g.: Dubai and China) Secure remote access will not work as they cannot reach the turn servers (where ISPs restrict internet traffic, with restricted internet)

• Some of the servers are located in Sweden and may require some changes when using Geolocation type of firewall

• Some proxies may block certain protocols, require certificates, or cut connections after a while and may not work with AXIS Secure Remote Access

AXIS Companion (version 4)

The following URLs are used by the Communication Agent that is installed on all cameras/recorder in AXIS Companion 4:

• https://*.axis.com/*

• wss://*.axis.com/*

• https://*.axis.cloud/*

In some cases:

• aiuktg4ql1eax-ats.iot.eu-west-1.amazonaws.com 

• cdn.appdynamics.com:443 should be trusted in the firewall. AppDynamics is used to gain insights into our application's performance. AppDynamics is an Application Performance Monitoring (APM). It helps us monitor, analyze, and optimize our applications, allowing us to proactively identify and address any performance bottlenecks or issues.

Outbound ports used

For cloud service requests:

• 443 (HTTPS)

For P2P:

• 34500 (UDP)

• 80 (TCP)

1. Advanced server setting (server-side only)

For AXIS Camera Station 5 the easiest way is to tick the checkbox “Enable server-side debug logging” found in “Server > Configuration > Settings > Advanced”.

Debug level logging will be applied immediately, not requiring a restart. Reproduce the error, generate a system report, and send it to AXIS Support.

Note, this only sets debug level logging on the server logs, not on the client logs. If debug level logging is required also on the client, the below steps using the log4net.config file is needed to be performed on the client machine.

 2. Using a file (server- and/or client-side)

In the following cases debug level logging needs to be enabled following the steps below:

• Client-side debug level logging in AXIS Camera Station 5

• Advanced debug level logging on AXIS Camera Station 5 that needs specific configuration

To enable DEBUG level, follow the following instructions:

• Stop the AXIS Camera Station service from the Windows task bar (right-click the AXIS Camera Station service control icon > Stop Service). Close the Client software as well.

• Open Windows Explorer and go to the %ProgramData% directory of AXIS Camera Station 5. Usually "C:\ProgramData\Axis Communications\AXIS Camera Station”. The directory can be found by the command “%ProgramData%” in the Windows Explorer URL bar or by showing hidden folders. 

• Download and extract the zip file below to the directory mentioned above. Please make sure that log4net.config is extracted directly under the path and not in a sub-folder.

• AXIS Camera Station version 4.20 and 5 and AXIS Device Manager: enable_debug_level_acs_4.20_and_5.zip

• Example of the log4net.config file once extracted to the right folder:
• ProgramData folder

• Start the AXIS Camera Station service from the Windows task bar and the Client software.

• Reproduce the issue and note the time and date.

• Generate an AXIS Camera Station system report.

• Send the AXIS Camera Station system report to Axis Support and mention the date and time when the issue was reproduced.

• To restore the original logging level (disable debug):
• 1. Stop the AXIS Camera Station service.
• 2. Delete the log4net.config file.
• 3. Start the AXIS Camera Station service.
• Properties

The test results are given for each sub-test. Each sub-test can give three different results:

What does the test results mean?

• Passed: The feature should work in AXIS Camera Station.

• Failed: The feature won’t work in AXIS Camera Station.

• Not applicable: The device doesn’t have the feature.

For more information about the result: Test result

Can I use the device in AXIS Camera Station if only part of the tests pass?

The device must at least pass all core communication tests. otherwise the device cannot be added to AXIS Camera Station.

If the device fails in some streaming tests but not all of them, the device could still be used in AXIS Camera Station as long as the stream profile setting is using the ones that pass the tests. For example, if H.264 fails the test but M-JPEG passes, simply change the stream profile in AXIS Camera Station from H.264 (the default setting) to M-JPEG in Devices -> Streaming profiles.

What to do if some tests fail?

There are some things you can try:

• Make sure that the firmware on the device is approved to be ONVIF Profile S conformant. Note: You need to contact the device manufacturer for instructions on how to do this.

• A factory default may help in case the device is mal-functioning.

• Make sure the network connection with the device is stable during the test.

• Make sure no other application is streaming from the device at the same time when test is run.

• Run the test again. Some devices are unreliable and works sometimes while sometimes not.

If you tried everything above but some tests always fail, the device is not supported by AXIS Camera Station.

What to do if the test cannot finish?

Check the following:

• Is the third-party device ONVIF Profile S conformant?

• Is the IP address correct?

• Is the ONVIF user credentials correct? 

• Make sure the time on the device is synced with a NTP server or the computer where Axis Camera Station server is installed on. If not, some cameras may reject any connection requests due to replay attack protection. ONVIF device manager can be used to do this.

• Does the camera work fine in ONVIF device manager? If not, an upgrade to the latest firmware or factory default may help. Otherwise, please contact the device manufacturer.

If none of the above helps, the device is not supported by AXIS Camera Station.

What to do when the device passes the tests but doesn't work in AXIS Camera Station

If the device passes all tests i.e. is fully compatible according to the AXIS Camera Station Device Compatibility Tool but doesn't work in AXIS Camera Station, follow this:  What information is required when contacting Axis support about third-party device compatibility in AXIS Camera Station?

If the device passes all tests i.e. is fully compatible according to the AXIS Camera Station Device Compatibility Tool but doesn't work in AXIS Camera Station you should contact Axis support. Please do the following:

1. Install Wireshark on the computer where the tests are run.

2. Rerun the tests with AXIS Camera Station Device Compatibility Tool. v The tool will collect detailed information needed for troubleshooting including a Wireshare trace. NOTE! No need to generate an extra trace through Wireshare.

Provide the following information when submitting a support question at Axis Online Helpdesk:

• The compatibility test report, if available. Please attach the complete *.zip archive when submitting the support question. By default, the archive is located at "C:\Users\xxx\Documents\CompatibilityResult.zip".

• If the tests cannot finish successfully and the full compatibility test report is not available, please locate this log file:  "C:\ProgramData\Axis Communications\AcsCompatibilityTestTool\Application.log" and attach it when submitting the support question.

Besides this troubleshooting guide and the user manual, you can visit the YouTube channel for AXIS Camera Station There you can find technical support and feature videos. The videos are available on youtube.com.