AXIS Camera Station 5 - Troubleshooting guide

This guide is a collection of issues related to AXIS Camera Station 5 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.

Visit axis.com/support for

• Frequently Asked Questions

• Hardware requirements

• Software upgrades

• Tutorials, training material and other useful information

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 5 or any other application use a high number of resources.

• Run the database maintainer, go to Database maintenance in AXIS Camera Station 5 user manual.

If none of above helps, contact Axis Support. Go to Escalation process.

If the device was used in a different system before you added it to AXIS Camera Station 5:

• 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 5 software version.

If it’s not possible to add another device model:

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

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.

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 5 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 5 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 5 user manual.

• Add cameras manually, go to Add devices in AXIS Camera Station 5 user manual.

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.

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

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 5 user manual.

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.

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 5 user manual.

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 5. 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.

The failover recording doesn’t record to the server after the connection was restored.

Failover recording in AXIS Camera Station 5 doesn’t work in the following scenarios:

• 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 5 client.

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 5 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 5 folders and processes, see FAQ.

• Make sure the firewall doesn’t block connections on certain ports, see Service control general in AXIS Camera Station 5 user manual.

• Make sure the desktop experience was installed for supported Windows server OS versions. See Scheduled export in AXIS Camera Station 5 user manual.

• Make sure the lower resolution stream works.

If none of the above helps, contract Axis support, go to Escalation process.

If you use the local system account to log in to AXIS Camera Station 5 service control, you can’t add network storage that links to shared folders on other computers.

To change the service logon account:

1. Open Windows Control Panel.

2. Search for “Services”.

3. Click View local services.

4. Right-click AXIS Camera Station 5 and select Properties.

5. Go to the Log on tab.

6. Change from Local System account to This account.

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

Make sure the computer and server that run the video management software are part of the same domain as the network storage.

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:

1. Disconnect your network storage from all ongoing connections.

2. 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 have more or fewer detections in your Video Motion Detection related recordings.

You can select motion settings to adjust the area that detects moving objects.

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.

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:

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

2. Select the camera.

3. Under Advanced adjust Trigger period in seconds.

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.

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. Under Audio, select a microphone in the Microphone drop-down menu.

5. Select when to use audio in the Use microphone for drop-down menu.

6. If applicable, select a speaker in the Speaker drop-down menu.

7. Click OK.

1. Go to Configuration > Security > User permissions.

2. Select the user or group.

3. Select Audio listen or Audio speak for a specific device.

4. Click Apply.

You can turn on or off audio in stream profiles. For more information, see Stream profiles in AXIS Camera Station 5 user manual.

Audio is available in playback if you enable audio in the profile used for the recording.

To use audio in recordings:

1. Go to Configuration > Devices > Stream profiles to set the video format for the video profile you want to use.

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

3. Select the camera.

4. Select the profile you configured from the Profile drop-down menu.

5. 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. Click Next to go to Actions.

4. Select the Record action and click Edit.

5. Select a profile that uses audio.

6. Click Finish to save.

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 5 user manual.

If automatic registration fails, try the following:

• Control that the license key was entered correctly.

• Change the client proxy settings to allow AXIS Camera Station 5 access the internet.

• Register your license offline, see License a system offline in AXIS Camera Station 5 user manual.

• Make a note of the Server ID and activate AXIS Camera Station 5 license from license-portal.lp.axis.com.

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

For more information, see AXIS Camera Station Pro Installation and migration guide.

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

1. Open Windows Control Panel.

2. Search for “Services”.

3. Click View local services.

4. Right-click AXIS Camera Station 5 and select Properties.

5. Click the Log on tab.

6. Change from Local System account to This account.

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

AXIS Camera Station 5 can't communicate with the device until you solve the certificate error.

If you have a certificate authority in AXIS Camera Station 5 without a stored password, the alarm below appears.

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:

1. Go to Configuration > Devices > Management.

2. In the list, right-click and device and select Security > HTTPS > Enable/Update.

3. Click Yes to confirm.

4. Enter the certificate authority password.

5. Click OK.

To import an existing certificate authority:

1. Go to Configuration > Security > Certificates > HTTPS.

2. Turn on Temporarily ignore certificate validation.

3. Under Certificate authority, click Import.

4. Enter your password and click OK.

5. Select the number of valid days of the signed client/server certificates.

6. Go to Configuration > Devices > Management.

7. Right-click the devices and select Security > HTTPS > Enable/Update.

8. Go to Configuration > Security > Certificates > HTTPS and turn off Temporarily ignore certificate validation.

9. Note

   AXIS Camera Station 5 loses its connection to the devices, and some system components restart.

To let AXIS Camera Station 5 generate a new certificate authority:

1. Go to Configuration > Security > Certificates > HTTPS.

2. Turn on Temporarily ignore certificate validation.

3. Under Certificate authority, click Generate.

4. Enter your password and click OK.

5. Select the number of valid days of the signed client/server certificates.

6. Go to Configuration > Devices > Management.

7. Right-click the devices and select Security > HTTPS > Enable/Update.

8. Go to Configuration > Security > Certificates > HTTPS and turn off Temporarily ignore certificate validation.

9. Note

   AXIS Camera Station 5 loses its connection to the devices, and some system components restart.

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.

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.

1. Go to Configuration > Devices > Time synchronization and review the server time offset.

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

3. 1. Select Enable time synchronization.

   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.

For assistance, contact Axis support.

Technical support is available for customers with a licensed version of AXIS Camera Station 5. 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, 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 5 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.

AXIS Secure Remote Access does not support proxy that requires authentication. A workaround could be to allow AXIS Camera Station Pro and AXIS Camera Station 5 servers 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.

• 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

AXIS Camera Station Pro and AXIS Camera Station 5 servers 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

Advanced server setting (server-side only)

To start debug level logging:

1. In AXIS Camera Station 5, go to Server > Configuration > Settings > Advanced.

2. Select Enable server-side debug logging.

To report the issue:

1. Reproduce the issue and note the time and date.

2. Generate a system report.

3. Send the system report to Axis Support and mention the date and time when the issue was reproduced.

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

You must enable debug level logging for:

• 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:

1. 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.

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

3. Download and extract enable_debug_level_acs_4.20_and_5.zip to the directory mentioned above. Make sure that log4net.config is extracted directly under the path and not in a sub-folder.

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

To report the issue:

1. Reproduce the issue and note the time and date.

2. Generate a system report.

3. 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):

1. Stop the AXIS Camera Station service.

2. Delete the log4net.config file.

3. Start the AXIS Camera Station service.

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.

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 5 client and the AXIS Camera Station 5 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 5 server, you must configure the proxy settings in Windows on the AXIS Camera Station 5 server.

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.