AXIS Camera Station 5 - Troubleshooting guide

This guide is a collection of issues related to AXIS Camera Station 5 and how to troubleshoot them. Issues are grouped by topic to make them easier to find. A topic can be, for example, audio or live view. Every issue includes a suggested solution.

For more resources including hardware requirements, software upgrades, and tutorials, visit axis.com/support.

1. If you experience general issues, try restarting the AXIS Camera Station 5 server service before troubleshooting further:

2. Go to Configuration > Server > Diagnostics.

3. Click Restart AXIS Camera Station server service....

Visit axis.com/support for

• Frequently Asked Questions

• Hardware requirements

• Software upgrades

• Tutorials, training material and other useful information

The video management system automatically searches the network for connected cameras and video encoders but hasn't found any.

• Make sure the camera has a network connection and that there’s 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.

  • 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 for AXIS Camera Station 5.

• Add cameras manually. Go to Add devices.

Possible issues:

• An overloaded network.

• The camera isn’t accessible. Check that the camera has a network connection.

• 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. Select it under Graphics card in Hardware decoding. You can find this setting under Configuration > Client > Streaming.

• Adjust the video and audio settings. For example, optimize the profile settings for low bandwidth.

If recordings don't start, or if they stop after a few seconds, the disk is full or there's too much intruding data.

• In the server configuration sheet, under Recording Storage check that there’s free space and no intruding data.

• Increase the storage limit for the video management system.

• Assign more storage to the storage pool. See Configure storage.

Gaps trigger alarms labeled Recording errors. The gaps can occur for several reasons, such as:

• Server overload

• Network issue

• Camera overload

• Disk overload

Check whether the recording gaps occur on all cameras. If they don't occur on all cameras, it may indicate camera overload. Use these questions to help identify the cause:

• 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, check whether any hardware resource is being used more than normal. If the disk shows signs of overuse, add more disks and move some cameras to record to the new disks.

• Reduce the volume of data written to the disk (video settings, Zipstream, frame rate, resolution). Consider 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 File Player.

The system saves recordings only for a specified number of days. To change the number of days, go to Configuration > Storage > Selection.

If storage is full, the system may delete recordings before the retention period ends. To avoid 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 the H.264 video format for recording. The M-JPEG format requires much more storage space.

  • Use Zipstream to further reduce the size of the recordings.

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 is set to Auto by default. See Hardware decoding in Streaming.

• If you have an antivirus software installed, it might block live streams or AXIS Camera Station 5 folders and processes. See the FAQ.

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.

• Make sure the firewall doesn’t block connections on certain ports, see General.

• Make sure the Desktop Experience was installed for supported Windows server OS versions. See Scheduled export.

• Verify that the lower resolution stream works correctly.

If none of the above helps, 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 recordings related to Video Motion Detection.

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 the interval between two successive triggers. Use this setting to reduce the number of successive recordings. If an additional trigger occurs within the interval, the recording continues and the trigger period starts over.

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’s 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.

Audio is available in playback if you turn on 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 you're logged in to multiple servers, the client starts and shows the connection status in the status bar. For more information about the connection status, see Connection status.

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 registration issues.

• 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.

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 following alarm appears:

You can resolve this issue in three 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 a 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 > Devices.

2. Under HTTPS, turn off Validate device certificate.

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 > Devices and turn on Validate device certificate.

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 > Devices.

2. Under HTTPS, turn off Validate device certificate.

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 > Devices and turn on Validate device certificate.

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 the Windows Time service can’t reach the NTP server.

• Make sure the NTP server is online.

• Make sure the firewall settings are correct.

• Make sure 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 timestamped with the time when the server received it, instead of the time 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 the device can reach the specified NTP server.

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

4. If the server time offset is less 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 turn off 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. 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 happens.

• The time the issue occurred, and, if applicable, the name or IP address of the affected camera.

• 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. If the issue reoccurs in a predictable way, enable debug logging for both the server and the client to capture the issue more completely. Remember to disable debug logging when done.

For some issues, the support team may request additional information.

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.