AXIS M7010TroubleshootingSymptoms, Possible Causes and Remedial ActionsProblems setting the IP addressWhen using ARP/Ping Try the installation again. The IP address must be set within two minutes after power has beenapplied to the product. Ensure the Ping length is set to 408. See the Installation Guide fordetailed instructions.The product is located on adifferent subnetIf the IP address intended for the product and the IP address of the computer used to access theproduct are located on different subnets, you will not be able to set the IP address. Contact yournetwork administrator to obtain an IP address.The IP address is being usedby another deviceDisconnect the Axis product from the network. Run the Ping command (in a Command/DOSwindow, type ping and the IP address of the product:• 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 product.• If you receive: Request timed out, this means that the IP address is available foruse with the Axis product. Check all cabling and reinstall the product.Possible IP address conflictwith another device on thesame subnet.The static IP address in the Axis product 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 product.The product 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 root is lost, the product must be reset to the factory default settings. SeeReset to Factory Default Settings, on page 39.The IP address has beenchanged by DHCPIf the product and the client are on the same network, run AXIS IP Utility to locate the product.Identify the product using its model or serial number.Move the Axis product to an isolated network, or to one with no DHCP or BOOTP server. Set the IPaddress again, using AXIS IP Utility or ARP/Ping (see the Installation Guide). Open the Setup pagesand disabled DHCP in the TCP/IP settings. Return the product to the main network. The productnow has a fixed IP address that will not change.Certificate error when usingIEEE 802.1XFor authentication to work properly, the date and time settings in the Axis product should besynchronized with an NTP server. SeeDate & Time, on page 31.The product is accessible locally but not externallyRouter configuration To configure your router to allow incoming data traffic to the Axis product, enable the NAT-traversalfeature which will attempt to automatically configure the router to allow access to the Axisproduct, seeNAT traversal (port mapping) for IPv4, on page 34. The router must support UPnP TM.Firewall protection Check the Internet firewall with your network administrator.Default routers required Check if you need to configure the router settings.Problems with the H.264 formatNo H.264 displayed in theclientCheck that the relevant H.264 connection methods and correct interface are enabled in the AMCControl Panel (streaming tab). SeeAXIS Media Control (AMC), on page 10.In the AMC Control Panel, select the H.264 tab and click Set to default H.264 decoder.Check that RTSP is enabled under System Options > Network > TCP/IP > Advanced.41
