Axis M11 Series User Manual

Also see for M11 Network Camera Series: User manual User manual User manual User manual Installation guide

AXIS M11 Network Camera SeriesTroubleshootingUpgrade the firmwareImportantPreconfigured and customized settings are saved when the firmware is upgraded (provided that the features are available inthe new firmware) although this is not guaranteed by Axis Communications AB.ImportantMake sure the product remains connected to the power source throughout the upgrade process.NoteWhen you upgrade the product with the latest firmware in the active track, the product receives the latest functionalityavailable. Always read the upgrade instructions and release notes available with each new release before upgrading thefirmware. To find the latest firmware and the release notes, go to axis.com/support/firmware.1. Download the firmware file to your computer, available free of charge at axis.com/support/firmware.2. Log in to the product as an administrator.3. Go to Settings > System > Maintenance. Follow the instructions on the page. When the upgrade has finished, theproduct restarts automatically.AXIS Device Manager can be used for multiple upgrades. Find out more at axis.com/products/axis-device-manager.Technical issues, clues and solutionsIf you can’t find what you’re looking for here, try the troubleshooting section at axis.com/support.Problems upgrading the firmwareFirmware upgrade failure If the firmware upgrade fails, the device reloads the previous firmware. The most common reasonis that the wrong firmware file has been uploaded. Check that the name of the firmware filecorresponds to your device and try again.Problems setting the IP addressThe device is located on adifferent subnetIf the IP address intended for the device and the IP address of the computer used to access thedevice are located on different subnets, you cannot set the IP address. Contact your networkadministrator to obtain an IP address.The IP address is being usedby another deviceDisconnect the Axis device from the network. Run the ping command (in a Command/DOS window,type ping and the IP address of the device):• If you receive: Reply from address>: bytes=32; time=10...this means that the IP address may already be in use by another device on the network.Obtain a new IP address from the network administrator and reinstall the device.• If you receive: Request timed out, this means that the IP address is availablefor use with the Axis device. Check all cabling and reinstall the device.Possible IP address conflictwith another device on thesame subnetThe static IP address in the Axis device is used before the DHCP server sets a dynamic address.This means that if the same default static IP address is also used by another device, there maybe problems accessing the device.The device cannot be accessed from a browserCannot log in When HTTPS is enabled, ensure that the correct protocol (HTTP or HTTPS) is used when attemptingto log in. You may need to manually type http or https in the browser’s address field.If the password for the user root is lost, the device must be reset to the factory default settings.See Reset to factory default settings on page 21.22