Camera is disconnected in Stratocast™ - Stratocast™

Stratocast™ Integrator Guide

series
Stratocast™
revised_modified
2020-09-11

If the system event Camera is disconnected appears in your health dashboard, it is recommended to fix this problem as soon as possible so that you can continue monitoring your premises.

Before you begin

Check the following:
  • The internet connection at your client's site is working properly.
  • Your client's local network is working properly. This includes checking the local network switch and all other applicable hardware devices.
  • The network cable is connected to the video unit and the video unit is powered on.

If the abovementioned steps fix your problem, you do not need to proceed with the steps below. Open the Health monitoring page to see whether the problem has been fixed. The Health monitoring page is automatically refreshed every two minutes.

What you should know

This troubleshooting topic is associated with the following system event:
Camera is disconnected:
The camera is either physically disconnected, or a software issue is preventing the system from recognizing the presence of the camera. Solution: Troubleshoot your camera.
NOTE: You can subscribe to receive camera state change notifications by email so that you are notified whenever a camera disconnects and reconnects to the system, by changing your personal preferences.

Procedure

  1. Open the video unit’s web page and log on. You must be connected to your client's network to be able to access the video unit's web page.
    IMPORTANT: For the duration that your video unit is enrolled in Stratocast™, use your video unit's owner authentication key (OAK) as the password to log on to your video unit's Axis web page. If your OAK contains hyphens, omit them when entering your password.
    If you complete this step and the video unit is still disconnected, go to the next step.
  2. From the video unit's web page, restart the video unit as follows:
    1. Click Setup > System Options > Maintenance.
    2. Click Restart.
    If you complete this step and the video unit is still disconnected, go to the next step.
  3. Configure the DNS server addresses of your video unit, and then restart the video unit.
    If you complete this step and the video unit is still disconnected, go to the next step.
  4. Restore the server settings of your video unit.
    If you complete this step and the video unit is still disconnected, go to the next step.
  5. Before exiting the video unit's web page, Download the server report from your video unit's web page.
  6. Locate the video unit, unplug it, and then plug it back in. Once powered on, wait a few minutes for it to be online.

Example

Watch this video to learn more. Click the Captions icon (CC) to turn on video captions in one of the available languages. If using Internet Explorer, the video might not display. To fix this, open the Compatibility View Settings and clear Display intranet sites in Compatibility View.

After you finish

Open the Health monitoring page to see whether the problem has been fixed. If the video unit is still disconnected, then send the server report you downloaded to Stratocast™ support.