Resolving Connection Issues with the Axis Companion Application
Axis Communications is a leader in professional network video. When you rely on an Axis system for your security, a stable connection via the Axis Companion application is paramount. If the app is failing to connect to your cameras, showing them as unavailable, or timing out, it is crucial to troubleshoot the issue methodically to restore your remote viewing capabilities.
This guide provides a professional approach to diagnosing and resolving connection problems between your Axis hardware and the Axis Companion software, covering both local and remote access scenarios.
Initial Diagnosis: Local vs. Remote Connection
The first step is to determine where the failure is occurring.
- Local Connection: Are you on the same physical site as the cameras, with your smartphone connected to the same Wi-Fi network? If you cannot connect locally, the problem lies within your site's network.
- Remote Connection: Are you trying to connect from an external network, such as over a mobile data network or from a different location? If local connection works but remote fails, the issue is likely with your internet connection or the Axis Secure Remote Access service.
Troubleshooting Local Network Connectivity
If the app won't connect even when you're on the same Wi-Fi network as the cameras, follow these steps.
### 1. Verify Basic Network Health
- Confirm Network: Double-check that your smartphone is connected to the correct Wi-Fi network and has not defaulted to a guest network or mobile data.
- Check Camera Power and Network Link: Look at the physical camera. It should have indicator lights showing it has power and a network link light on its Ethernet port, indicating a physical connection to the network switch or router.
- Reboot Network Equipment: The most common fix for local network issues is to perform a system reboot. Power down your cameras, network switch, and internet router. Wait 60 seconds. Power on the router first, wait for it to fully boot, then power on the network switch and the cameras. This resolves IP address conflicts and other temporary glitches.
### 2. IP Address Verification
Every device on your network needs a unique IP address.
- Use a network scanning tool on your PC or smartphone (like 'Angry IP Scanner' or 'Fing') to scan your network and see if the Axis cameras are appearing on the list of connected devices.
- If the cameras are not visible, there may be a physical cabling issue or a problem with the PoE (Power over Ethernet) switch.
Troubleshooting Remote Connection via Axis Secure Remote Access
Axis Secure Remote Access simplifies remote viewing by eliminating the need for manual port forwarding. If this service is failing, here's what to check.
### 1. Check Service and Firmware
- Is Secure Remote Access Enabled? Within the Axis Companion desktop software, navigate to your site's configuration and ensure that the Secure Remote Access feature is enabled.
- Update Firmware: It is critical that your Axis devices are running the latest firmware. New firmware versions contain important security patches and bug fixes that can affect connectivity. Use the desktop client to check for and apply any available firmware updates.
### 2. Firewall and Internet Connectivity
- Outbound Internet Access: The cameras themselves need to be able to connect to the internet to register with the Axis service. Ensure your main network firewall is not blocking outbound traffic from the cameras' IP addresses. The service primarily uses standard HTTPS (port 443) traffic, which should be allowed on most networks.
- Site Internet Connection: The issue might be with the internet connection at the camera site. If the site's internet service is down, the cameras will be unable to communicate with the Axis servers, making remote access impossible.
### 3. Re-establishing the Connection
If you've confirmed the network is healthy and settings are correct, you may need to re-initialise the connection.
- Try disabling Secure Remote Access in the settings, saving the configuration, and then re-enabling it. This can force the system to establish a new secure connection with the Axis servers.
By systematically evaluating your local network, internet connection, and service configurations, you can effectively diagnose and resolve connectivity issues with your professional Axis security system.