Troubleshooting

When using Axon Capture, you may encounter issues logging in or uploading files. If you encounter issues you cannot fix, you can upload engineering logs to help Axon Support troubleshoot with you.

Unable to log in

There are three main reasons why a user may have issues logging in to Axon Capture:

  • Ensure that the role of the user has the permission for Axon Capture set to Allowed in your Axon Evidence account. If this is set to Prohibited, the user will not be able to log in.

  • If you have IP restrictions enabled in your Axon Evidence account, the IP address of the mobile device must also be in the allowed IP address range. If the IP address of the mobile device is not within your allowed range, the user will not be able to log in to Axon Capture.

  • The user is using the wrong agency subdomain. When the app prompts the user to enter their agency name, the user must enter in the subdomain of the agency's Axon Evidence account. For example, if the Axon Evidence account URL is TaserPDAZ.evidence.com, all the user would have to enter is TaserPDAZ.

File upload troubleshooting

Ensure that you have a cellular network connection or are connected to an active Wi-Fi network.

If you are on a new Wi-Fi network, check to make sure there is not a login page when opening up a browser. Some Wi-Fi networks will show as connected in settings, but require additional credentials.

Ensure that you have ALLOW CELLULAR UPLOADS enabled.

You can check this by clicking the "i" icon in the top left of the app.

If you do not want to upload over your cellular network the upload must be completed via a Wi-Fi connection.

Your files may still be in the queue for upload.

Click the three lines with an arrow icon in the top right of the app. Select any files that have not been uploaded, and click UPLOAD to upload the selected files to your Axon Evidence account.

iOS15 compatibility

Internal testing with iOS15 showed there were no compatibility issues with Axon mobile applications (Axon Device Manager, Axon View, Axon Capture, and Axon Respond mobile).

At this time Axon does not have any reason to stop customers from updating their Apple devices to iOS15. Axon will continue to test our applications after the full release of iOS15 and watch for any customer reported issues.

Upload engineering logs

When requesting help from Axon support, we may ask you to send a log file to help diagnose the problem. Here’s how to upload engineering logs for these apps. This article shows iOS screens for Capture; the method for View and Android is the same, only with minor differences in the look and layout of the screen.

  1. Select the Settings gear icon at the top left.
  2. Select Contact Us.
  3. Select [email protected].
  4. In the draft email that opens, add any additional email addresses you want. Engineering log data is included as an attachment or text in the body.
  5. Send the email.