About this guide
This guide is a collection of issues related to AXIS Camera Station Pro and how to troubleshoot them. We have put the issues into 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.
Learn more
Visit axis.com/support for
Frequently Asked Questions
Hardware requirements
Software upgrades
Tutorials, training material and other useful information
The AXIS Camera Station Pro service
The AXIS Camera Station Pro service restarts often
The server can be overloaded which causes a long task queue and can also corrupt the databases.
In resource management of your system, verify if AXIS Camera Station Pro or any other application use a high number of resources.
Run the database maintainer, go to Database maintenance in AXIS Camera Station Pro user manual.
If none of above helps, contact Axis Support. Go to Escalation process.
Devices in the video management system
Common issues
| Can’t contact the camera | |
|---|---|
The VMS can’t contact the camera. The listed cameras weren’t added. |
|
| Installation was canceled | |
|---|---|
The user canceled the installation. The listed cameras weren’t added. | To add the cameras, go to Configuration > Add devices. |
| Fail to set password on camera | |
|---|---|
Password can’t be set for the listed cameras. |
|
Device can't be added
If the device was used in a different system before you added it to AXIS Camera Station Pro:
Do a factory default of the device.
If the device still can’t be added to the video management system, try to add the device to AXIS Device Manager.
You can add another device model than the one you want to add:
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 Pro software version.
If it’s not possible to add another device model:
Troubleshoot the camera, go to axis.com/support/troubleshooting.
Can't update device firmware through AXIS Camera Station Pro
It’s not possible to upgrade the camera from its web interface:
Troubleshoot the camera, go to axis.com/support/troubleshooting.
Firmware can’t be upgraded for all devices:
Make sure there is a network connection.
If it’s not a network related issue, contact Axis support. Go to Escalation process.
Firmware can’t be upgraded for specific models:
It can be a compatibility issue, contact Axis support. Go to Escalation process.
No devices found
The video management system automatically searches the network for connected cameras and video encoders but can’t find any cameras.
Make sure the camera has a network connection and that there is power.
If the client, server, or cameras are located on different networks, configure the proxy and firewall settings.
Change the client proxy settings if a proxy server separates the client and the server. Go to Client proxy settings in AXIS Camera Station Pro user manual.
Change the NAT or security system if a NAT or security system separates the client and the server. Make sure to allow the HTTP port, TCP (Transmission Control Protocol) port, and streaming port specified in AXIS Camera Station service control to pass through the security system or NAT. To view the full port list, see Port list in AXIS Camera Station Pro user manual.
Change the server proxy settings if a proxy server separates the server and the devices. Go to the Proxy settings section in Service control general in AXIS Camera Station Pro user manual.
Add cameras manually, go to Add devices in AXIS Camera Station Pro user manual.
Repeated message "Reconnecting to camera in 15 seconds"
Possible issues:
An overloaded network.
The camera isn’t accessible. Make sure that the camera has a network connection and that there is power.
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 optimize the profile settings for low bandwidth.
Recordings
See Live view for more information about possible performance issues influencing recordings and playback.
Common issues
| Continuous recording isn’t enabled | |
|---|---|
The listed cameras don’t have continuous recording turned on. |
|
| Can’t record on the specified drive | |
|---|---|
The system can’t configure the recording storage. |
|
| Fail to install the AXIS Video Content Stream application | |
|---|---|
This error message appears if the application can’t be installed on a camera that supports AXIS Video Content Stream. |
|
.Recording doesn't start
If recordings don’t start or stop after a few seconds, it indicates that the disk is full or that there is too much intruding data.
In the server configuration sheet, under Recording Storage control that there is free space and no intruding data.
Increase the storage limit for the video management system.
Assign more storage to the storage pool. Go to Configure storage in AXIS Camera Station Pro user manual.
Recording gaps during continuous recording
Along with gaps, alarms labeled Recording errors. The gaps can occur for several reasons, such as:
Server overload
Network issue
Camera overload
Disk overload
Control if the recording gaps occur on all the cameras. If it doesn’t occur on all the cameras, it can be camera overload. Ask yourself these questions to find the reason:
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 occur?
Possible solutions:
In the server task manager, confirm if the system uses one of the hardware resources more than normal. If the disk shows signs of overuse, add more disks and move several cameras to record to the new disks.
Reduce the amount of data written on the disk (Video settings, ZIP stream, FPS, resolution). Keep in mind the throughput estimated by AXIS Site Designer, see axis.com/support/tools/axis-site-designer.
For more information, see Live view and playback performance.
Can't play exported recordings
If Windows Media Player doesn’t play your exported recordings, check the file format. To play your exported recordings, use Windows Media Player (.asf) or AXIS File Player (.asf, .mp4, .mkv).
For more information, see Play and verify exported recordings in AXIS Camera Station Pro user manual.
AXIS File Player automatically opens all recordings that are in the same folder as the player.
Recordings disappear
The system only saves recordings for a specified number of days. To change the number of days, go to Configuration > Storage > Selection.
If the storage becomes full, the system deletes recordings 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 assigned to AXIS Camera Station Pro. 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.
Use Zipstream to additionally decrease the size of the recordings.
Failover recording issues
The failover recording doesn’t record to the server after the connection was restored.
| Cause | Solution |
|---|---|
The bandwidth between the camera and the server is insufficient to transfer the recording. | Improve the bandwidth |
The camera didn’t record to the SD card during the disconnection. |
|
The camera time changed or shifted since the disconnection. |
|
Failover recording in AXIS Camera Station Pro doesn’t work in the following scenarios:
Controlled server shutdowns.
Short interruptions less than 10 seconds in the connection.
Live view
Live view and playback performance
This section describes possible solutions if you experience either frame loss or graphical issues within your AXIS Camera Station Pro client.
| Client hardware | |
|---|---|
Verify that the graphic card’s or network adapter’s driver is up to date |
|
Verify the number of monitors | If you use an internal graphic card, we don’t recommend more than two monitors per graphic card.
Note You can’t run the client on a virtual machine. |
| Connected devices | |
|---|---|
Many clients connected at the same time | Based on your typical use case, make sure the system meets the requirements and follow the hardware guidelines. See Server requirements in the AXIS Camera Station Pro Installation and migration guide. |
The camera is connected to another video management system than AXIS Camera Station Pro | Disconnect the camera from the other client and default the camera before you connect it to AXIS Camera Station Pro. |
One camera uses many different streams, especially high resolution | Could be a problem especially for some M-Line cameras.
|
| Server overload | |
|---|---|
Unusual CPU/RAM usage corresponding to the same time as the issue | Make sure no other CPU/RAM consuming application runs at the same time. |
| Network issue | |
|---|---|
Unusual bandwidth usage corresponding to the same time as the issue | Make sure no other bandwidth consuming application runs at the same time. |
Enough bandwidth / Remote or local network |
|
No video in live view
Live view doesn’t display video from a known camera.
Turn off hardware decoding. Hardware decoding turns on by default, see Hardware decoding in Streaming in AXIS Camera Station Pro user manual.
Other possible solutions:
If you can’t see the live view through the web interface, or if the web interface doesn’t work, troubleshoot the camera. Go to axis.com/support/troubleshooting.
Create a camera server report, go to axis.com/support/troubleshooting.
If there is an antivirus software installed, it might block live streams.
Allow AXIS Camera Station Pro folders and processes, see FAQ.
Make sure the firewall doesn’t block connections on certain ports, see Service control general in AXIS Camera Station Pro user manual.
Make sure the desktop experience was installed for supported Windows server OS versions. See Scheduled export in AXIS Camera Station Pro user manual.
Make sure the lower resolution stream works.
If none of the above helps, contract Axis support, go to Escalation process.
Storage
Network storage isn't accessible
If you use the local system account to log in to AXIS Camera Station Pro service control, you can’t add network storage that links to shared folders on other computers.
To change the service logon account:
Open Windows Control Panel.
Search for “Services”.
Click View local services.
Right-click AXIS Camera Station Pro and select Properties.
Go to the Log on tab.
Change from Local System account to This account.
Select a user with access to Windows Active Directory.
Network storage is unavailable
Make sure the computer and server that run the video management software are part of the same domain as the network storage.
Can't reconnect to a network storage with new username and password
If your network storage requires authentication, it’s 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:
Disconnect your network storage from all ongoing connections.
Change the username and password.
Go to Configuration > Storage > Management and reconnect your network storage with your new username and password.
Motion detection
Common issues
| Fail to install the AXIS Video Motion Detection application | |
|---|---|
Can’t install AXIS Video Motion Detection 2 or 4. The camera uses the built-in motion detection for motion recording. | To install the application manually, go to Install camera application in AXIS Camera Station Pro user manual. |
| Fail to retrieve current Motion Detection | |
|---|---|
The video management system can’t retrieve motion detection parameters from the camera. The camera uses the built-in motion detection for motion recording. | To install the application manually, go to Install camera application in AXIS Camera Station Pro user manual. |
| Motion detection not configured | |
|---|---|
Can’t configure motion detection in the listed cameras. |
|
| Motion detection is not enabled | |
|---|---|
The listed cameras don’t have motion recording turned on. |
|
The motion detection detects too many or too few moving objects
This section describes possible solutions if you have more or fewer detections in your Video Motion Detection related recordings.
Adjust motion settings
You can select motion settings to adjust the area that detects moving objects.
Go to Configuration > Recording and events > Recording method.
Select the camera and click Motion Settings.
Choose settings according to the camera firmware.
AXIS Video Motion Detection 2 and 4 | You can configure the area of interest. See Edit AXIS Video Motion Detection 2 and 4 in AXIS Camera Station Pro user manual. |
Built-in motion detection | You can configure the included and excluded windows. See Edit built-in motion detection in AXIS Camera Station Pro user manual. |
Adjust trigger period
The trigger period is an interval time between two successive triggers, use this setting to reduce the number of successive recordings. The recording continues 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:
Go to Configuration > Recording and events > Recording method.
Select the camera.
Under Advanced adjust Trigger period in seconds.
Audio
No audio in live view
If there is no audio in live view, do the following
Make sure that the camera has audio capabilities.
Make sure that the computer has an audio card and that the card is in use.
Make sure that the profile in use was configured for audio.
Make sure the user has access rights to audio.
Configure profiles for audio
Go to Configuration > Devices > Stream profiles.
Select the camera.
Select MPEG-4 or H.264 under Format in the video profile settings.
Under Audio, select a microphone in the Microphone drop-down menu.
Select when to use audio in the Use microphone for drop-down menu.
If applicable, select a speaker in the Speaker drop-down menu.
Click OK.
Check and change user access rights
To follow these steps, you must have administrator rights to AXIS Camera Station Pro.
Go to Configuration > Security > User permissions.
Select the user or group.
Select Audio listen or Audio speak for a specific device.
Click Apply.
No audio in sequences
You can turn on or off audio in stream profiles. For more information, see Stream profiles in AXIS Camera Station Pro user manual.
No audio in playback
Audio is available in playback if you enable audio in the profile used for the recording.
You can’t use audio with M-JPEG video. Select another video format.
To use audio in recordings:
Go to Configuration > Devices > Stream profiles to set the video format for the video profile you want to use.
Go to Configuration > Recording and events > Recording method.
Select the camera.
Select the profile you configured from the Profile drop-down menu.
Click Apply.
Rule-triggered recordings
To enable audio in an existing rule:
Go to Configuration > Recording and events > Action rules.
Select the rule and click Edit.
Click Next to go to Actions.
Select the Record action and click Edit.
Select a profile that uses audio.
Click Finish to save.
Login
Unable to log in or connect to server
This section describes login and connection problems that occur when connected to a single server. When logged in to multiple servers the client starts, and you can see the connection status in the status bar. For more information about the connection status, see Connection status in AXIS Camera Station Pro user manual.
The username or password is incorrect | The username and password combination isn’t valid to log in to the specified server. |
|
User isn’t authorized to log in to the server | The user can’t use AXIS Camera Station Pro on the specified server. | Add the user in the user permission dialog. |
Unable to verify message security | An error occurred when setting up the secure connection to the server, most likely caused by the client or server time being out of sync. | The server and client UTC times must be reasonably synchronized. Adjust the client and server time to be within 3 hours from each other. |
No contact with the server | The client is unable to establish any kind of connection to the server. |
|
No response from the server | The client can contact the server computer but no AXIS Camera Station Pro server is running. | Make sure that you connect to the right computer and that AXIS Camera Station Pro server is running. |
Client can’t connect to the server | The client can’t connect to the server and an error message is appears. | Make sure that your network was properly configured:
|
Unable to connect to the server | An unknown error was encountered when connecting to the server. |
|
Unable to find the server | The client can’t resolve the address entered to an IP address. |
|
The server and client version differs | The client runs a newer version of AXIS Camera Station Pro than the server. | Upgrade the server to run the same version as the client. |
The server runs a newer version of AXIS Camera Station Pro than the client. | Upgrade the client to run the same version as the server. | |
Unable to connect to server. Server is too busy. | The server can’t respond because of performance issues. | Make sure that the server computer and the network isn’t overloaded. |
The local AXIS Camera Station Pro server doesn’t run | You use This computer to connect, but the installed AXIS Camera Station Pro server doesn’t run. | Use service control to start AXIS Camera Station Pro or select a remote server to log in to. |
This computer doesn’t have AXIS Camera Station Pro server installed | You use This computer to connect, but there is no server installed on this computer. | Install AXIS Camera Station Pro server or choose a different server. |
The selected server list is empty | The selected server list for login was empty. | To add servers to the server list, click Edit next to the server list selection. |
Licenses
License registration issues
If automatic registration fails, try the following:
Make sure that the system is registered to an organization.
Go to Configuration to make sure that Automatic licensing is turned on, See Manage licenses in AXIS Camera Station Pro user manual.
Make sure that the server’s time is up to date.
For more information, see AXIS Camera Station Pro Installation and migration guide.
FAQ
General license questions
Is there a free trial available? | Yes, AXIS Camera Station Pro offers a 90-day trial period. To continue to use the software after the trial period ends, you must purchase licenses. |
Which licenses can I buy for AXIS Camera Station Pro? | You have two options:
To add extra licenses to a server, Core and Universal Expansion licenses are available. They are tied to the server for the lifetime of the hardware. To upgrade included Core licenses to Universal, an Upgrade license is available. After the upgrade, the licenses are tied to the server for the lifetime of the hardware. |
Can you mix different license types in the same license key, such as Core and Universal? | No, each license key can only contain one type of license. |
How do I manage licenses for AXIS Camera Station Pro offering? | AXIS License Manager is an online tool that allows you to monitor and manage all your subscription and recorder licenses from one central location. Go to lm.mysystems.axis.com/ |
Is there a time limit for redeeming the license key in AXIS License Manager after I receive the key? | Yes, the license key expires if you don’t redeem it five years after it was created. After you redeem it, you can store the license key with your licenses in the wallet for another five years before the licenses expire. For subscription licenses, you can allocate the licenses to a subscription year so they don’t expire. The subscription year can be several years in the future. |
Must I license all my systems? | To have full access, you must license all your AXIS Camera Station systems that use subscriptions within the same organization. Each system that uses AXIS Camera Station Recording Server is licensed individually with licenses tied to the recording server hardware. |
Can I combine AXIS Camera Station systems on a third-party hardware server and on AXIS Camera Station Recording Servers in my organization? | Yes, licensing of both types are handled by AXIS License Manager. Each systems with AXIS Camera Station Recording Server are licensed individually with licenses tied to the recording server hardware. |
When I use AXIS S30 Recorder Series, are the licenses considered as AXIS Camera Station Recording Server or standalone? | AXIS S30 Recorder Series have licenses attached to the AXIS Camera Station server that they are connected to. If this server is an AXIS Camera Station Recording Server, they have hardware lifetime licenses tied to the hardware. With a third-party hardware server they have standalone subscription licenses. |
What happens if I get unlicensed? | To find out what happens if you don’t license your products, go to Configure licenses in AXIS Camera Station Pro user manual. |
Upgrade to AXIS Camera Station Pro
Can I upgrade my current AXIS Camera Station 5 system to AXIS Camera Station Pro? | Yes,you can upgrade without charge to the Pro version of AXIS Camera Station for a limited time . For third-party hardware servers, all the current licenses are converted to standalone 5-year subscription licenses of Core or Universal during an upgrade. For AXIS Camera Station Recording Servers, all the current licenses are converted to Core or Universal tied to hardware licenses during an upgrade. |
Can I use my unused AXIS Camera Station 5 license key in AXIS License Manager? | Yes, you can convert your unused AXIS Camera Station 5 license keys in AXIS License Manager to 5-year licenses or Expansion licenses. |
Subscription licenses
Can you purchase licenses for longer than 5 years? | Yes, you can allocate licenses for multiple years in AXIS License Manager. For example, you can allocate 2x 5-year licenses per device to provide 10 years of licensing. |
When I add new 5-years licenses to a system, does the 5 years average out across all channels, or are only the added channels valid for 5 years? | A 5-year license can’t be averaged out to provide licenses for 5 devices for 1 year. |
How do I license my third-party hardware servers? | To find more information about how to license your third-party servers, go to Configure licenses in AXIS Camera Station Pro user manual. |
Do I have to buy more licenses when I add new devices to my installation? | You have to sync your license status in the client within 30 days after you add or remove a device. When you use subscription licenses, you can add devices throughout the subscription year without adding any new licenses right away. When it’s time for the annual review and renewal, you have to buy licenses for the upcoming subscription year. If you increase the number of devices by more than 100% you have to allocate new licenses. |
Is there an annual growth limit for subscription licenses? | The annual growth allowance for an organization is 100% of the number of allocated licenses. If you grow more than 100% during a subscription year, you must allocate additional licenses. Axis monitors any misuse and notifies affected customers. All customer receives information and warnings before they become unlicensed. |
What license do I purchase for the second year if I add 1 camera to a third-party hardware server with already allocated 5-year licenses? | You can choose to buy 4x 1-year licenses or 1x 5-year license to stay licensed for the upcoming 4 years.   |
Can I split the licenses in a license key for several organizations? | No, each organization requires its own separate license key. |
Can I move standalone licenses in my wallet from one organization to another? | No, the licenses are tied to one organization. |
This year I want to install 100 offline VMS with 10 cameras each. How do I do this? Should I buy 1000x 5-year licenses? Can AXIS License Manager handle the distribution of these licenses? | We suggest you do this:
|
Are there different communication methods to notify me when licenses expires? | Yes, you can choose to receive an email and AXIS Camera Station client sends you notifications when the license is about to expire. You must sign up for email notifications in AXIS License Manager to receive email. Make sure the license administrator and system owner sign up for email notifications. |
How long does it take after my subscription expires before my system functionality is limited? | When the licenses expire, all systems in the organization enter a 30-days grace period before they become unlicensed. Renew the licenses during this period to keep full system functionality. |
Tied-to-hardware licenses
Do I need to order a separate license key for each AXIS Camera Station Pro server? | No, you can order one license key with the licenses for all the servers in your organization. With AXIS License Manager you can distribute the licenses to each server. You can also order several license keys and redeem them one by one. |
How do I license my AXIS Camera Station Recording Server? | If the system has enough licenses bundled with the server, the system automatically becomes licensed as soon as you register the system to an organization. If the system needs expansion licenses, see answer below. |
How do I add expansion licenses to one of my AXIS Camera Station Recording Servers? | To get more information on how you add an expansion license to Axis NVRs, go to Configure licenses in AXIS Camera Station Pro user manual. |
How is lifetime defined for tied-to-hardware licenses? | The life of the recorder is defined as the life of the motherboard of the server. If you replace the motherboard or it becomes non-functional, after the hardware warranty expiration date, the NVR licenses are no longer valid. |
Can I move my expansion licenses between servers within my organization? | Yes, during the first year after you redeem the license key you can move the expansion licenses between servers in the same organization. After one year this isn’t possible. |
Can I move expansion licenses in my wallet from one organization to another? | No, the licenses are tied to one organization. |
Do I have to buy more licenses when I add new devices to my installation? | When you use servers in AXIS Camera Station S12 or S22 Applicance Series you have 30 days to sync your license status and, if necessary, add additional expansion licenses. |
I want to install 100 offline AXIS S1216 with 18 cameras each. How do I do this? Should I buy 200 expansion licenses? Can AXIS License Manager handle the distribution of these licenses? | We suggest you do this:
|
Users
Can't find domain users
If the domain user search fails, change the Service logon account:
Open Windows Control Panel.
Search for “Services”.
Click View local services.
Right-click AXIS Camera Station Pro and select Properties.
Click the Log on tab.
Change from Local System account to This account.
Select a user with access to Windows Active Directory.
Certificate errors
AXIS Camera Station Pro can't communicate with the device until you solve the certificate error.
| Possible errors | ||
|---|---|---|
Certificate Not Found | If the device certificate was removed. | If you know the reason, click Repair. If you suspect unauthorized access, investigate the issue before you restore the certificate. Click Advanced to view the certificate details. Possible reasons for removing the certificate:
|
Untrusted Certificate | The device certificate was modified outside of AXIS Camera Station Pro. This can indicate that an unauthorized person accessed and modified the device. | If you know the reason, click Trust This Device. If not, investigate the issue before you trust the certificate. Click Advanced to view the certificate details. |
Missing password for certificate authority
If you have a certificate authority in AXIS Camera Station Pro without a stored password, the alarm below appears.
You need to provide a passphrase for the Certificate Authority certificate. Read the user manual for more information. |
You can resolve this issue in three different ways:
Turn on HTTPS on a device
Import an existing certificate authority
Generate a new certificate authority
To turn on HTTPS on a device:
Go to Configuration > Devices > Management.
In the list, right-click and device and select Security > HTTPS > Enable/Update.
Click Yes to confirm.
Enter the certificate authority password.
Click OK.
To import an existing certificate authority:
Go to Configuration > Security > Certificates > HTTPS.
Turn on Temporarily ignore certificate validation.
Under Certificate authority, click Import.
Enter your password and click OK.
Select the number of valid days of the signed client/server certificates.
Go to Configuration > Devices > Management.
Right-click the devices and select Security > HTTPS > Enable/Update.
Go to Configuration > Security > Certificates > HTTPS and turn off Temporarily ignore certificate validation.
- Note
AXIS Camera Station Pro loses its connection to the devices, and some system components restart.
To let AXIS Camera Station Pro generate a new certificate authority:
Go to Configuration > Security > Certificates > HTTPS.
Turn on Temporarily ignore certificate validation.
Under Certificate authority, click Generate.
Enter your password and click OK.
Select the number of valid days of the signed client/server certificates.
Go to Configuration > Devices > Management.
Right-click the devices and select Security > HTTPS > Enable/Update.
Go to Configuration > Security > Certificates > HTTPS and turn off Temporarily ignore certificate validation.
- Note
AXIS Camera Station Pro loses its connection to the devices, and some system components restart.
Time synchronization
Windows time service isn’t running
The Windows Time service and the NTP server are out of sync. This can be because Windows Time service can’t reach the NTP server.
Make sure that the NTP server is online.
Make sure that the firewall settings are correct.
Make sure that the device is on a network that can reach the NTP server.
For assistance, contact your system administrator.
Detected a time difference of {time} on {device}
The device is out of sync with the server time. The recording is time stamped with the time when the server received it instead of the time of when the device recorded it.
Go to Configuration > Devices > Time synchronization and review the server time offset.
If the server time offset is more than 2 seconds:
Select Enable time synchronization.
Make sure that the device can reach the specified NTP server.
Reload the device under Configuration > Devices > Management.
If the server time offset is smaller than 2 seconds, the device might not send sufficient data for time synchronization.
Clear Send alarm when the time difference between server and device is larger than 2 seconds to disable alarms.
For assistance, contact Axis support.
Technical support
Technical support is available for customers with a licensed version of AXIS Camera Station Pro. 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.
Escalation process
When you have issues that can’t be solved using this guide, escalate the issue to Axis online helpdesk, seeAxis online helpdesk. 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 the issue happen.
The time and the concerned camera’s name or IP address where the issue happens.
AXIS Camera Station Pro system report generated directly after the issue happens. The system report must be generated from the client or server where the issue was reproduced.
Optional screenshots or recordings from all monitors that show the issue. Turn on the debug overlay function when you take screenshots or make the recording.
If necessary, include the database files. Exclude these to make the upload go faster.
Some issues require additional information that the support team requests if necessary.
If the file is larger than 100 MB, for example, network trace or database file, use a secure file sharing service that you trust to send the file.
| Additional information | |
|---|---|
Debug level logs | Sometimes we use 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’s beneficial to provide screenshots of the overlay information or a video that shows the change of values in the time that is of interest. To add overlay information do as follows:
|
Network trace | If requested by the support engineer, generate network traces when you create the system report. Take the network traces during the time when the issue happens if it’s reproducible. This includes:
|
Database files | In cases where we have to examine or manually repair the database. Select Include database in the report before you generate the system report. |
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’s difficult to describe. |
Screen recordings | Use screen recordings when it’s difficult to describe the problem in words, for example when there are many UI interactions involved to reproduce the issue. |
FAQ
Configure the firewall to allow access to AXIS Secure Remote Access
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)
Advanced server setting
Advanced server setting (server-side only)
To start debug level logging:
In AXIS Camera Station Pro, go to Server > Configuration > Settings > Advanced.
Select Enable server-side debug logging.
To report the issue:
Reproduce the issue and note the time and date.
Generate a system report.
Send the system report to Axis Support and mention the date and time when the issue was reproduced.
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.
Using a file (server- and/or client-side)
You must enable debug level logging for:
Client-side debug level logging in AXIS Camera Station Pro.
Advanced debug level logging on AXIS Camera Station Pro that needs specific configuration.
To enable DEBUG level:
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 Pro. 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 enable_debug_level_acs_4.20_and_5.zip to the directory mentioned above. Please make sure that log4net.config is extracted directly under the path and not in a sub-folder.
Start the AXIS Camera Station service from the Windows task bar and the Client software.
To report the issue:
Reproduce the issue and note the time and date.
Generate a system report.
Send the system report to Axis Support and mention the date and time when the issue was reproduced.
To restore the original logging level (disable debug):
Stop the AXIS Camera Station service.
Delete the log4net.config file.
Start the AXIS Camera Station service.
What is AXIS Camera Station Device Compatibility Tool and what is it used for?
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?
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 you should contact Axis support. Please do the following:
Install Wireshark on the computer where the tests are run.
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.
How to use AXIS Secure Remote Access if I have proxy servers in my network
If the network AXIS Camera Station server or client use a proxy server to connect to the Internet, you must configure the proxy settings on the server or client before enabling AXIS Secure Remote Access.
If the proxy server is between the AXIS Camera Station Pro client and the AXIS Camera Station Pro server, you must configure the proxy settings in Windows on the client computer.
If the proxy server is between the network device and the AXIS Camera Station Pro server, you must configure the proxy settings in Windows on the AXIS Camera Station Pro server.
Other resources
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.