Unstable connection can be frustrating. This article can help you troubleshoot the problem.
The network is the most unpredictable source of disconnections. Switches, routers, cables proxies…everything in the network between senders and receivers will at some point affect the connection.
Unpredictable factors can cause issues in the network.
The link between the camera and view device needs to have a guaranteed throughput.
Network video products utilize network bandwidth based on their configuration. If you are requesting a high-quality video using a very low compression, the bitrate will increase sensibly. If the bandwidth is limited, the device will have to compensate the quality of the stream (reduce bitrate) to match the available network infrastructure bandwidth, in some cases it can cause packet loses.
The streaming might be interrupted if the device crashes due to an overload. The following are some of the factors that can cause a device overload:
It is hard to predict exactly how many simultaneous, individually configured streams with maximum resolution and full frame rate a video product(chipset) will deliver in all situations. The overall performance depends on:
When there is a lot of ACAPs used the CPU processing is at the edge and may affect heavily the performance of the device and cause unwanted crashes/interruptions. This issue can also be seen when an ACAP is overused and when you add several high-quality streams to the mix which can also cause unwanted crashes and interruptions.
Incorrectly configured Video Management Systems sending non-stop requests that the devices cannot handle, and the resources used by the devices.
The preferred application for taking a network trace to attach to a support case is Wireshark. If you don't have it installed on your PC it can be downloaded for free from Wireshark . Wireshark gives you the possibility to filter traffic both when recording and reviewing it. Both can be useful in different situations.
Additionally, when troubleshooting connectivity issues with Axis devices (firmware v. 5.x or later), the following Vapix commands can also be issued via a web browser:
It might happen that the above factors and mitigations do not help identify and solve the network issues. You are welcome to open a support case and provide the below needed information and data.
Note: It is always important to test the devices on the latest firmware on an LTS track or Active Track if possible
Note: Please do not forget to add the server report of the device!
Support tip: How to download a server report
[Please contact technical support with all questions answered and files attached]
Axis cameras will operate as intended if installed as specified by the Installation Guide. Generally, the dome of the device should be facing the ground when operating or testing the devices.
Please note that Axis does not take any responsibility for how the modification of configuration described in this guide may affect your system. If the modification fails or if you get other unexpected results, you may have to restore the settings to default.
The guide does not cover all possible issues but rather the most seen through the support cases. As an Axis Customer you are always welcome to contact Axis Support whenever you need with any type of issues listed or not in this troubleshooting guide.