Troubleshooting

Not authorized to login from this location

When you attempt to sign in to Axon Evidence, you receive the following error message:

"Access denied. You are not authorized to login from this location."

Resolution

An organization administrator must turn off IP Restrictions or add the IP Address of your login location to the allowed IP addresses that access your Axon Evidence account. To access these settings:

  1. Select Admin.
  2. Under Organization Settings, select Security.
  3. On the IP Restrictions tile, select Configure.
  4. Configure the IP address settings as needed.
  5. Select Save.

Why am I unable to download more than 6 files at a time

Axon Evidence does not limit the number of concurrent downloads for an individual or organization. However, you might experience limitations on simultaneous downloads from Axon Evidence due to default settings of your browser. All browsers have a default maximum concurrent connection per hostname setting that limits the number of connections with one domain. The typical limit is six connections. If you encounter the limit while trying to download files from Axon Evidence, you should let the current downloads finish and then try to download the additional files.

Manage unplayable empty system files

What is an empty system file?

An 'empty system file' is a placeholder file created when the system ingests data with the following characteristics:

  • They are audio files uploaded from Capture.
  • They have an exact size of 28 bytes (this size is not visible in Evidence.com).
  • They have an unknown duration, and cannot be played.
  • They have an identical playable file sharing the same title, upload date, and update date.

Given circumstances surrounding the occurrence, 'empty system files' do not hold any playable evidence, and are simply placeholders containing system information.

How to identify empty system files

To help you easily locate these files, impacted files have been tagged with 'empty system file'. You can search for the tag and decide how your agency would like to manage them (deletion, queuing for deletion, or continue to store).

Steps to find empty system files

  1. Select Evidence.
  2. Select Saved, and then select All Evidence.
  3. Select Filters.
  4. Select the Tags box, and then enter 'empty system file'.
  5. Select Search. The search results will display all the files tagged as 'empty system files' in you library.
  6. Depending on your organization's policies, you can choose to delete or keep the files

FAQ

What should I do if I can't play an evidence file that isn't tagged as an 'empty system file'?

Contact Axon support, as there may be another issue affecting that file's playability.