Live view
Live view and playback performance
This section describes possible solutions if you experience either frame loss or graphical issues within your AXIS Camera Station client.
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Client hardware |
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Verify that the graphic card’s or network adapter’s driver is up to date |
• Open the DirectX Diagnostic Tool (search for dxdiag on the computer)
• Check on the manufacturer’s website if the driver is the latest for this OS.
• Check that the client and server are running on the same machine.
• Try to run the client on a dedicated computer.
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Verify the number of monitors |
With an internal graphic card, no more than two monitors per graphic card is recommended. • Open the DirectX Diagnostic Tool (search for dxdiag on the computer)
• Check if the dedicated graphic card is support, see axis.com/products/axis-camera-station/hardware-guidelines.
• It is not supported for the client to use a virtual machine.
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Connected devices |
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Many clients connected at the same time |
• Ask the customer for their typical use case.
• Make sure the system meets the user’s requirements and are according to the hardware guidelines. See axis.com/products/axis-camera-station/hardware-guidelines.
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The camera is connected to another VMS than AXIS Camera Station |
Disconnect the camera from the other client and restart it (sometimes defaulting off the camera is necessary). |
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Many different streams being used from the same camera, especially high resolution |
• Could be a problem especially for some M-Line cameras.
• Stream with same streaming profile or lower resolution. See Streaming profiles in the AXIS Camera Station user manual.
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Server overload |
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Abnormal CPU/RAM usage corresponding to the same time as the issue |
Make sure no other CPU/RAM consuming application is running at the same time. |
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Network issue |
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Abnormal bandwidth usage corresponding to the same time as the issue |
Make sure no other bandwidth consuming application is running at the same time. |
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Enough bandwidth / Remote or local network |
• Check network topology.
• Health check on any network device (switch/router/network adapter/cable) in use between cameras, server and client.
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No video in live view
Live view does not display video from a known, good camera.
Other possible solutions:
If none of the above helps
Storage
Network storage is not accessible
If the local system account is used to log in to AXIS Camera Station Service, you can’t add network storage linking to shared folders on other computers.
To change the service logon account:
Network storage is unavailable
The computer that the AXIS Camera Station server is installed on should be part of the same domain as the network storage.
Can’t reconnect to a network storage with new username and password
If your network storage requires authentication, it is 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:
Motion detection
Common issues
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Fail to install the AXIS Video Motion Detection application |
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AXIS Video Motion Detection 2 or 4 can’t be installed. The built-in motion detection will be used for motion recording. |
To install the application manually, go to Install camera application in the AXIS Camera Station user manual. |
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Fail to retrieve current Motion Detection |
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AXIS Camera Station can’t retrieve motion detection parameters from the camera. The built-in motion detection will be used for motion recording. |
To install the application manually, go to Install camera application in the AXIS Camera Station user manual. |
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Motion detection not configured |
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Motion detection can’t be configured in the listed cameras. |
• To configure motion detection manually, go to Configuration > Recording and events > Recording method.
• Select the camera and click Motion settings to configure motion detection.
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Motion detection is not enabled |
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Motion recording is not enabled for the listed cameras. |
• To enable, go to Configuration > Recording and events > Recording method.
• Select the camera and turn on Motion detection to enable motion detection recording.
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The motion detection detects too many or too few moving objects
This section describes possible solutions if you expected more or fewer detections in your Video Motion Detection related recordings.
Adjust motion settings
The area where moving objects are detected can be adjusted by selecting motion settings.
Adjust trigger period
The trigger period is an interval time between two successive triggers, this setting is used to reduce the number of successive recordings. The recording will continue 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:
Audio
No audio in live view
If there is no audio in live view, check the following:
Configure profiles for audio
Check and change user access rights
Note
To follow these steps you must have administrator rights to AXIS Camera Station.
No audio in sequences
Audio can be disabled in streaming profiles. For more information, see Stream profiles in the AXIS Camera Station user manual.
No audio in playback
Audio is available in playback if audio was enabled in the profile used for the recording.
Note
Audio can’t be used with M-JPEG video. Select another video format.
To enable audio in recordings:
Rule-triggered recordings
To enable audio in an existing rule:
Login
Unable to log in or connect to server
This section describes login and connection problems that occur when connecting to a single server. When logging in to multiple servers the client will start and the connection status will be shown in the status bar. For more information about the connection status, see Connection status in the AXIS Camera Station user manual.
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The username or password is incorrect |
The username and password combination is not valid to log in to the specified server. |
• Check the spelling or use a different account.
• Check that the user has access rights to the AXIS Camera Station server.
• Check that the clocks in the AXIS Camera Station server and client are synchronized. For domain users, also check that the domain server clock is synchronized with the server and client.
• A user who has not been added to the server, but is a member of the local administrators group on the server, must run the client as administrator.
• For information about user access rights, see Configure user permissions in the AXIS Camera Station user manual.
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User is not authorized to log in to the server |
The username is not authorized to use AXIS Camera Station on the specified server. |
Add the user in the user permission dialog. |
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Unable to verify message security |
An error occurred when setting up the secure connection to the server, most likely caused by the client or server time being out of sync. |
Make sure server and client UTC times are reasonably synchronized. Adjust the client and server time to be within 3 hours from each other. |
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No contact with the server |
The client is unable to establish any kind of connection to the server. |
• Make sure that the server computer is connected to the network.
• Make sure the server computer is running.
• Make sure the firewall is properly configured.
• Check the spelling of the server address.
• Check the client proxy settings.
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No response from the server |
The client is able to contact the server computer but no AXIS Camera Station server is running. |
Make sure that you are connecting to the right computer and that the AXIS Camera Station server is running. |
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Client can’t connect to the server |
The client is not able to connect to the server and an error message is displayed. |
Make sure that your network is properly configured: • Verify that the OS is supported.
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◦ Check the AXIS Camera Station release note for a full list of supported OS.
• Verify that AXIS Camera Station server is running.
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◦ Start the server from Service Control.
• Verify that the client and the server are connected to the same network.
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◦ If not, the client should use the server’s external IP address.
• Check if there is a proxy server between the server and the client.
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◦ Configure the server proxy in Service Control.
• Check if there is a proxy server between the server and the client.
Configure the client proxy settings. •
◦ At the log in page, in the left lower corner, select Change proxy settings.
◦ Or configure it in the Windows Internet Options and select to use the default option in Change Proxy settings.
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Unable to connect to the server |
An unknown error was encountered when connecting to the server. |
• Check that the address and port of the AXIS Camera Station server are correct.
• Check that there is no NAT, firewall or antivirus software blocking the connection to the server.
• Use AXIS Camera Station Service Control to check that the server is running.
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◦ Open the Service Control by double-clicking the icon in Windows notification area. See AXIS Camera Station Service Control in the AXIS Camera Station user manual.
◦ The server status is displayed in the General tab. If status is “Stopped”, click Start to start the server.
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Unable to find the server |
The client is not able to resolve the address entered to an IP address. |
• Check that the server computer is connected to the network.
• Check that the address and port of the AXIS Camera Station server are correct.
• Check that there is no NAT, firewall, or antivirus software blocking the connection to the server.
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The server and client version differs |
The client is running a newer version of AXIS Camera Station than the server. |
Upgrade the server to run the same version as the client. |
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The server and client version differs |
The server is running a newer version of AXIS Camera Station than the client. |
Upgrade the client to run the same version as the server. |
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Unable to connect to server. Server is too busy. |
The server is not able to respond because of performance issues. |
Make sure that the server computer and the network is not overloaded. |
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The local AXIS Camera Station server is not started |
You tried to connect using This computer but the installed AXIS Camera Station server is not running. |
Start AXIS Camera Station using the Service Control in the system tray or select a remote server to log in to. |
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AXIS Camera Station server is not installed on this computer |
You tried to connect using This computer but there is no server installed on this computer. |
Install the AXIS Camera Station server or choose a different server. |
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The selected server list is empty |
The server list selected for login was empty. |
Add servers to the server list by clicking the Edit link next to the server list selection. |
Licenses
License registration issues
If automatic registration fails, try the following:
For more information, see axis.com/products/axis-camera-station/license.
Users
Can’t find domain users
If the domain user search fails, change the Service logon account:
Certificate errors
AXIS Camera Station can’t communicate with the device until the certificate error is solved.
The certificate errors can be:
Certificate Not Found –
if the device certificate has been removed. If you know why the certificate was removed, click Repair to repair the certificate. If you suspect unauthorized access, investigate the issue before clicking the button. Click Advanced to display certificate details. The certificate could have been removed because:
Untrusted Certificate –
if the device certificate has been modified outside of AXIS Camera Station. This can indicate that an unauthorized person has accessed and modified the device. If you know why the certificate was modified, click Trust This Device. If not, investigate the issue before clicking the button. Click Advanced to display certificate details.
Missing passphrase for certificate authority
If you have a certificate authority in AXIS Camera Station and no passphrase is stored with it, you will get an alarm:
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You need to provide a passphrase for the Certificate Authority certificate. Read the AXIS Camera Station User Manual for more information. |
You can resolve this issue in three different ways:
To enable HTTPS on a device:
To import an existing certificate authority:
AXIS Camera Station loses its connection to the devices, and some system components restart.
To let AXIS Camera Station generate a new certificate authority:
AXIS Camera Station loses its connection to the devices, and some system components restart.
Time synchronization
Windows time service isn’t running
The Windows Time service is not synchronized with the NTP server. This can be because it can’t reach the NTP server. Make sure that:
For assistance, contact your system administrator.
Detected a time difference of {time} on {device}
The device is out of synchronization with the server time.
For assistance, contact Axis support.
Technical support
Technical support is available for customers with a licensed version of AXIS Camera Station. 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.
Escalation process
When you have issues that can’t be solved using this guide, escalate the issue to Axis online helpdesk. In order for our support team to understand your issue and be able to solve it, you must include the following information:
Sometimes additional information is required and will be requested by the support team.
Supply the following information if requested:
Note
If the file is larger than 100 MB, for example, network trace or database file, send the file using a secure file sharing service that you trust.
Debug level logs –
Sometimes we must turn on debug level logging to collect more information. This is only done by request from an Axis support engineer. You can find Instructions on Axis online helpdesk.
Live view debug overlay –
Sometimes it is beneficial to provide screenshots of the overlay information or a video showing the change of values in the time that is of interest. To add overlay information do as follows:
Network trace –
If requested by the support engineer, the following information should be generated at the same time as when the AXIS Camera Station system report is taken.
Use the following VAPIX command: Change the login, IP address and duration (in seconds) if needed:
http://root:pass@192.168.0.90/axis-cgi/debug/debug.tgz?cmd=pcapdump&duration=60
Database files –
In cases where we need to examine or manually repair the database. Select Include database in the report before the system report is generated.
Screenshots –
Use screenshots when it’s a live view issue, related to UI. For example when you want to show a timeline for recordings or when it is difficult to describe.
Screen recordings –
Use screen recordings when it’s difficult to describe the problem in words, for example when lots of UI interactions are involved to reproduce the issue.
