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ID FAQ116285

What information is required when contacting Axis support
about the compatibility of a third party device in AXIS Camera Station?

AXIS Camera Station Device Compatibility Tool should always be used to verify compatibility of a third party device with AXIS Camera Station.

If you want to contact Axis support regarding the compatibility of a specific third party device please do following:

  1. Install Wireshark on the computer where the tests are run.
  2. Rerun the tests with AXIS Camera Station Device Compatibility Tool. 
    The tool will collect detailed information needed for troubleshooting including a Wireshare trace.
    NOTE! No need to generate an extra trace through Wireshare.

Provide the following information when submitting a support question at Axis Online Helpdesk:

  • The compatibility test report, if available.
    Please attach the complete *.zip archive when submitting the support question.
    By default, the archive is located at "C:\Users\xxx\Documents\CompatibilityResult.zip".
  • If the tests cannot finish successfully and the full compatibility test report is not available, please locate this log file: 
    "C:\ProgramData\Axis Communications\AcsCompatibilityTestTool\Application.log"
    and attach it when submitting the support question.

This article applies to the following products: