AXIS Q7424–R Mk II Video EncoderTroubleshooting5. Reinstall the product, referring to the Installation Guide.If the emergency recovery procedure does not get the product up and running again, contact Axis support at www.axis.com/techsup/Symptoms, 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. For instructions, see Assign IP AddressUsing ARP/Ping on page 47.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 availablefor use 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 the user root is lost, the product must be reset to the factory default settings.See Reset to Factory Default Settings on page 56.The IP address has beenchanged by DHCPIP addresses obtained from a DHCP server are dynamic and may change. If the IP address hasbeen changed, use AXIS IP Utility or AXIS Camera Management to locate the product on thenetwork. Identify the product using its model or serial number, or by the DNS name (if the namehas been configured).If required, a static IP address can be assigned manually. For instructions, see the document Assignan IP Address and Access the Video Stream on Axis Support web at www.axis.com/techsup.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. See Date & Time on page 46.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, see NAT traversal (port mapping) for IPv4 on page 49. The router must support UPnPTM.Firewall protection Check the Internet firewall with your network administrator.Default routers required Check if you need to configure the router settings from System Options > Network > TCP/IP >Basic.58
