Troubleshooting
Most issues with your camera can be cleared by restarting it. If you can't resolve your issue, contact your Axon administrator or Axon technical support at my.axon.com for additional support.
In this topic:
- General FAQs
- Axon Dock FAQs
- Camera registration FAQs
- ADM error codes
- View camera information on the display
General FAQs
What does the error code on my camera mean?
Error Code 1001 – There is an issue with the digital video recorder. Restart the camera and check if the issue resolves.
Error Code 1004 – There is an issue with the digital video recorder. Restart the camera and check if the issue resolves.
Error Code 1006 – There is an issue connecting with Axon Evidence for video uploads. It can be resolved by un-docking and re-docking the camera.
If you are still unable to resolve the errors, initiate an RMA (return merchandise authorization) to replace your device.
I don't see all the camera display icons in your diagrams, or some I used to see are gone now. What happened?
Some icons are for features that not all agencies have. Also, your administrator may have changed the camera display settings for your organization. Also, remember that different information displays when the camera is in the field and in its dock.
If you believe there is an error with your camera, try restarting it. If this doesn't resolve the issue, contact technical support at my.axon.com.
Why is my camera LED cycling through all the colors (blinking red, yellow and green)?
-
- Restart the camera and check and check if the error resolves.
- Ensure the dock is registered.
- Refer to the camera's device profile page in Axon Evidence for additional error information.
- If none of the above work, contact technical support at my.axon.com.
I accidentally undocked my camera while it was updating firmware. What do I do?
No special action is needed, nor is your camera damaged. Avoid removing a camera from the dock while firmware is being applied, indicated by the
- If the camera was undocked when downloading the firmware, it resumes downloading the next time it’s docked.
- If the camera was undocked while updating firmware, it continues updating until it is completed. Ensure the camera has enough battery power for the update to complete.
Never power the camera off while firmware is being applied.
Why does Windows Media Player (WMP) keep playing the wrong audio track?
This is a known issue with WMP and dual-track media files. One solution is to select the other audio track in WMP, which is different for each version. Another is to use a different media player, like the free and open-source VLC Media Player (Axon does not specifically approve use of any one media player).
How do I de-register a body camera from my organization?
An
Why is the buffer video length shorter than expected?
A recorded video may have a shorter buffer period than expected if:
- You started a recording shortly after turning the camera on, so the preconfigured buffer length has not yet elapsed.
- You ended one recording and started another before the preconfigured buffer length elapsed.
- The buffer is off or set to a different duration than expected in Axon Evidence.
Why can't I mute the video audio while recording?
This feature must be enabled in the Admin section of your Axon Evidence account. To use, see Mute audio recording.
Why is the time/date on my videos off?
See Axon Camera Video Watermark Timestamp for a discussion of how to set or disable time zone in a camera recording watermark and how timestamp works with Daylight Savings Time (DST).
Why don't my camera LEDs illuminate?
Your camera may be in Stealth mode. If an S icon appears on the display, press Volume Up p or Volume Down q for three seconds. The S icon disappears from the display and Stealth mode is canceled.
Why can't I add markers while recording?
This feature must be enabled in the Admin section of your Axon Evidence account. To use, see Add markers while recording.
Why can't I put my camera in Stealth mode?
This feature must be enabled in the Admin section of your Axon Evidence account. To use, see Stealth mode.
How do I view my live or recorded video in the field?
See Axon View.
How do I edit or delete a video on my camera?
You can't alter or delete a video before it's uploaded to Axon Evidence. You can use Axon View, our mobile app, to view live camera video and add metadata such as title, case ID, and category. Videos deleted on Axon Evidence remain in a recycle queue for a period of time set by your organization.
Axon Dock FAQs
How do I ensure my dock is connected to the network?
If your dock is connected to the network, LEDs in the ethernet port blink green or amber. The camera will also be able to upload videos to Axon Evidence immediately upon docking.
My dock is registered, so why is "Device Profile" on Axon Evidence empty?
This is a known issue and a fix is in progress.
Why can't Axon Device Manager detect my dock?
When using this option, look for the NFC tag and hold your mobile device near the NFC icon on the dock. For the 1-bay dock, the icon is on the side of the dock nearest to the ethernet port. For the 8-bay dock, the icon is near bay 1, on the side of the dock near the power connection.
Alternatively, switch to the "Scan Code" tab in ADM and scan the 2D OCR code on the back of the dock.
Why can't I access my dock’s Device Profile page on Axon Evidence?
Your dock must be registered to use the Device Profile page on Axon Evidence. See Camera dock overview in the left-nav of your camera's product page.
What comes in the box with my dock?
Each dock comes with an ethernet cable,
Camera registration FAQs
Why is my camera not fully charged when I power it on the first time?
Your camera ships partially charged as required by shipping regulations. Connect your dock(s) to the network and dock your camera to charge it. Always recharge a depleted battery as soon as reasonably possible using an Axon Dock.
Why doesn't my camera display any status messages after being docked the first time?
- Your camera might be low on charge out of the box. Wait 10 minutes for the battery to charge.
- Ensure your dock has power.
- Remove your camera from the dock and re-dock it.
If none of these steps work, initiate a return with Axon to replace the camera.
How can I identify which camera failed preparation when multiple cameras are docked?
Check the serial number of the camera displayed in the error message by tapping Errors. The serial number is located on the back of the camera.
My camera displays NOT ASSIGNED after a successful registration. How do I assign a user to this device?
Assign cameras to users with Axon Device Manager (ADM) or through Axon Evidence.
To assign through Axon Evidence:
- Ensure you have the correct permissions to assign users on Axon Evidence.
- Select Inventory, then Body Worn Cameras.
- Search for your device in the Body Camera search bar by the serial number.
- Select the camera serial number in the list to go to the camera device profile page. In the Assignee section, select Reassign.
- Enter the user's name and select Reassign.
ADM error codes
If there is a problem with preparing the camera, Axon Device Manager (ADM) displays an error.
Tap Errors to review the error information on ADM and refer to the following instructions to resolve the issue.
If you are unable to register any cameras, this may be due to a connectivity issue. See Manage network allowlists with Axon Cloud Services to ensure the appropriate network ports are open.
If some cameras are registering but others are not, this may be a transient error. A suggested general troubleshooting approach is to:
- Start with only one camera docked at a time.
- Attempt to register. If a registration error occurs, tap Dismiss All to allow ADM to retry registration.
- If registration fails again, power the camera off and then on again and repeat the registration process.
Refer to these error codes and suggested actions:
| Error Code | Description | Troubleshooting Action |
|---|---|---|
| -1 | Communication to the camera has failed | Power the camera off and back on, then retry registration. If attempting to register many cameras in close proximity, retry registration with individual cameras. If the error occurs again, tap Dismiss All and allow ADM to retry registration. |
| 33, -7249973, 43, or 49 | Camera time is inaccurate | Sign out and back into ADM. Power the camera off and back on, then allow the camera to remain docked for two minutes to allow sufficient time to synchronize the camera time. Confirm your organization network settings allow network communication from dock to Axon Evidence through port 80 and port 443. For details, see Manage network allowlists with Axon Cloud Services. |
| 45 or 47 | Camera unable to reach internet | Power the camera off and back on, then allow the camera to remain docked for one minute prior to retrying. It takes about 30 seconds to establish an internet connection. Tap Dismiss All and allow ADM to retry the registration. If the error persists after retrying to register several times, check the internet connection and troubleshoot the dock internet connection. Common connection issues include organization firewall settings. |
| 46 | Camera unable to reach your organization’s Axon Evidence account | Sign out and back into ADM. If you can sign in, retry registration. Otherwise, contact technical support at my.axon.com to see if there are any issues with Axon Evidence. |
| 34, 48, or 50 | Camera provisioning issue | Power the camera off and back on, then retry registration. If the error persists, contact your Axon Evidence administrator to confirm that Device Management permission is enabled. If Device Management permission is enabled, contact your Axon representative or technical support at my.axon.com for assistance. |
View camera information on the display
View camera information such as serial number on the display using these steps:
- Double-press Select to enter the device menu. The camera display shows five options: Upload, About, Cellular, Legal, and (if appicable) POV Orientation.
- Use Volume Up p or Volume Down q to highlight About, then press Select. The camera display shows
- Use Volume Up p or Volume Down q to highlight the information you want to view, then press Select.
- Press Select to return to the prior options.
- Press Event to return to the normal camera display.
