FAQ
In addition to these FAQs, see Troubleshooting. For additional help, contact Axon Technical Support.
Respond web and mobile
Why does location reporting show a circle with a radius instead of an accurate location on the map?
Because GPS accuracy can vary. The blue circle is a visual indication of the approximate camera location. The camera is in the circle, but not necessarily in the center.
Why aren't all the officers on shift showing up in the user list and Respond map?
A camera must have recorded in the last four hours to show up in the user panel on the left of the screen in Respond Web and on the User screen of the app. For the cameras to show up on the map, they must have acquired a location fix during that recording.
How do I zoom out of the map when I click on a livestream?
On a browser, zoom in or out with the + or – buttons or use the mouse wheel. To zoom out to all the cameras currently on the map, select View All Officers.
On the mobile app, use a pinch gesture to zoom in and out.
What does a number on a map location mean?
The number indicates multiple cameras at the location. Click on the number or zoom in to see individual camera markers.
What does a red circle around a marker mean?
The red circle indicates an alert associated with the map. Alert status drops off after eight hours on the Respond page and four hours on the app.
How long do high priority alerts display in Respond?
After the alert is reported, high priority alerts remain on the map for eight hours in a browser page and four hours in the mobile app.
Respond mobile
Can I view livestreams on my mobile device?
Yes, download Axon Respond mobile from your device's app store to get alerts and view officer locations and livestreams on your mobile device.
Livestreaming is also supported on:
- Desktop versions of Chrome, Firefox, and Safari
- Android Chrome, iOS Safari, and iOS Chrome
Why are non-recording cameras not visible on the map?
Cameras only show on the map for four hours after they stop recording. If User Filter configuration is on, you'll only see cameras that are recording and those with high-priority alerts.
If the user filter in my app is on, why do I still see offline cameras on the map?
User Filter configuration only hides offline cameras with no alerts.
How long can I stay logged in?
A session lasts for twelve hours.
Do I have to set up a new PIN every time I sign in?
No, a PIN (personal identification number) will keep working for future sessions.
How often do I have to enter my PIN?
After 30 minutes of inactivity you'll be asked to enter your PIN to continue.
How do I reset my PIN?
When the app asks for your PIN, tap Reset PIN code. Once signed out, sign back in with your Axon Evidence credentials and set up a new PIN.
