North and Central America

Support, repair and replacement

Checklist for common problems

If your product doesn't work, make sure that:

  • Power is connected and the Power LED is on.
  • The product is connected to the network.
  • The product has the latest device software version.
  • Try restoring the factory default settings.

Still a problem?

Follow these steps until your problem has been solved.

  • Search FAQ database
    Search the FAQ database.
     
  • Contact Axis online helpdesk
    If your unit still does not work as expected, contact Axis online helpdesk to obtain assistance from an Axis technical support engineer.
     
  • Attach a server report
    If possible, attach a server report from the product.
     
  • Assistance from Axis technical support engineer
    You will obtain assistance from an Axis technical support engineer.
     
  • Return your unit according to given instructions
    If your unit still does not work as expected, return your defective unit marked with your authorized RMA case number to the Axis address provided - according to the instructions given in your support case. The shipping address and packing slip are available in your support case. The customer is responsible for all return shipping expenses.
     
  • A fully functional unit is sent to you
    Axis will repair or replace your unit and return it to you. You will receive a fully functional unit.

Support

Support in various formats is readily available to Axis customers in need of product assistance. Find more information about troubleshooting in the FAQs. For more advanced questions, contact Axis online helpdesk, chat or call technical support.

30-day replacement

Should an Axis product be found to be defective within 30 days from the date of purchase, you are entitled to a new unit. You must always have a helpdesk case to verify that the unit is authorized for a 30-day replacement. Your Axis approved partner will then replace the faulty unit with a new unit.

Warranty replacement and repair*

Should an Axis product be found to be defective within the warranty period, it is defined as an RMA (Return Material Authorization) claim. This entitles you to have the unit either repaired or replaced. You must always have a helpdesk case to verify that the unit is authorized for RMA. Your Axis approved partner will test and repair the unit. If it is not repairable, it will be replaced with a refurbished unit.

Out of warranty and repair*

If you have a broken unit that is out of the warranty period, you are welcome to contact Axis online helpdesk for troubleshooting. Out of Warranty products will be handled at Axis' discretion.* To determine a product's warranty, you may need to send a proof of purchase to the technical support engineer who will assist you. If the product is determined to be defective, an RMA will be issued and you will be advised how to return the product with the RMA number clearly marked on the outside of the package. 

note

* To determine a product's warranty, you may need to send a proof of purchase to the technical support engineer who will assist you. If the product is determined to be defective, an RMA will be issued and you will be advised how to return the product with the RMA number clearly marked on the outside of the package.

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