Troubleshooting
In addition to these possible issues and solutions, see the FAQ. For additional help, contact Axon Technical Support.
Livestream fails to load and a Could not start stream error message appears for all cameras
This is likely due to network-based controls your agency implemented to manage internet access. If access is blocked, the cameras will still get a livestream message and show the connection on the camera display, but the livestream will fail.
A failure to initiate livestreaming can also be caused by using an older or unsupported browser. Upgrade to the latest versions of Chrome, Firefox, Safari, or Chromium-based Edge.
To view livestreams, allow TCP port 443 access on the user network for your location as follows:
| Economic Area | Region-Specific External IP Addresses | Public URL* |
|---|---|---|
| Australia | 20.37.47.79 20.37.47.86 |
au.evidence.com |
| Canada | 40.85.244.71 40.85.253.137 |
ca.evidence.com |
| European Union | 13.93.3.108 13.93.7.228 |
eur.evidence.com |
| European Union (legacy) | 3.248.2.170 108.128.24.31 |
eu.evidence.com |
| Latin/South America | 191.239.248.108 191.239.249.95 |
la.evidence.com |
| United Kingdom | 51.140.84.175 52.151.85.29 |
uk.evidence.com |
| United States (government/law enforcement) | 52.247.153.163 52.247.159.196 |
evidence.com |
| United States (federal) | 13.72.13.26 13.72.17.148 |
us.evidence.com |
| United States (commercial/enterprise) | 52.183.44.115 13.77.150.90 |
ent.evidence.com |
* Precede each with "axon-aware-streaming-relay."
See Manage network allowlists with Axon Cloud Services for more information about allowlist requirements.
General issues
Livestream fails to load and reports Could not start stream for one camera
Restart the camera and try again. If the issue persists, contact Axon technical sSupport with the camera serial number for additional information and further troubleshooting. See comment about using a current browser in the previous issue.
The Livestream button is not available when user information is in the search list
The Livestream button is available only when the camera is recording.
Livestream can't be viewed on the Respond page
Check with your Axon Evidence admin to ensure you have the correct permissions to view livestreams.
Camera records but livestream is not available on Respond
Livestreaming is only available if your organization has enabled Axon Respond+. Check with your Axon Evidence admin about Respond permissions.
Sometimes the livestream video pulsates and refocuses
This is normal behavior and expected for still images.
Respond logs off while viewing a livestream
This could be due to a security setting which prevents you from changing IP addresses while viewing streams. If you log into Respond+ on another device simultaneously from another network, you will be logged out from your current session.
Camera issues
Battery discharges faster while livestreaming
Livestreaming requires more power. Battery level is reduced about an extra 10% for every 30 minutes of livestreaming. Battery discharge can also be affected by other environmental factors.
The Operation LED blinks purple while recording
This indicates someone is livestreaming the video in Respond.
