Resolving Axis Cloud Storage and Uploading Issues
Axis cameras are professional-grade surveillance devices known for their reliability and performance. When paired with Axis Cloud Storage, they provide a robust solution for securing and accessing your video footage. However, issues can arise that prevent recordings from being successfully uploaded, leaving you with critical gaps in your security coverage.
This professional guide will help you diagnose and resolve common problems related to Axis Cloud Storage, focusing on failed uploads and missing recordings.
Identifying the Symptoms of a Cloud Storage Problem
You may be experiencing a cloud storage issue if you encounter any of the following:
- Video recordings that should be in the cloud are missing or unavailable for playback in the Axis Companion app.
- You receive explicit "video upload failed" notifications or error messages.
- Recordings in the cloud are incomplete, corrupted, or have significant gaps.
- The camera's status indicates a connection error specifically with the storage service.
- Your storage subscription appears to be active, but no new recordings are being saved.
- The camera's local storage (SD card) is filling up, but the footage is not being offloaded to the cloud as configured.
Troubleshooting Steps for Axis Cloud Connection Failures
Follow this structured approach to identify and rectify the source of the problem.
1. Verify Network Connectivity and Bandwidth
The connection between the camera and the cloud is the most common point of failure.
- Check Internet Connection: Ensure the camera is connected to the network and that the network has a stable, active internet connection. A simple way to test this is to try and access the camera's live view remotely.
- Assess Upload Speed: Video files are large. Your network's upload bandwidth is critical. A slow upload speed will cause a bottleneck, leading to failed or delayed uploads. Run an internet speed test from a computer on the same network to check your upload speed. Contact your internet service provider if it is significantly lower than what you expect.
- Network Hardware Reboot: Reboot the camera, as well as any switches and routers between the camera and the internet connection. This can resolve temporary network glitches.
2. Inspect Camera Configuration and Status
Incorrect settings on the camera itself can prevent it from communicating correctly with the cloud service.
- Time and Date Settings: This is a crucial step. The camera's internal clock must be accurate. If the camera's time, date, and, most importantly, time zone are incorrect, it can cause authentication failures with the cloud servers. We recommend configuring the camera to synchronise with an NTP (Network Time Protocol) server to ensure it is always accurate.
- Firmware: Ensure your Axis camera is running the latest firmware version. Updates often contain important security patches and bug fixes that can improve connectivity with cloud services.
3. Review Your Axis Account and Subscription
A simple administrative issue can sometimes be the cause.
- Subscription Status: Log in to your Axis account and confirm that your cloud storage subscription is active, paid for, and has not expired.
- Camera Assignment: Ensure the specific camera experiencing issues is correctly assigned to your active cloud storage plan within your Axis portal.
4. Check Firewall and Network Security Policies
In a corporate or managed network environment, security settings can inadvertently block the camera's connection.
- Outbound Traffic: The camera needs to initiate an outbound connection to the Axis cloud servers. Corporate firewalls are often configured to block unrecognised outbound traffic.
- Consult IT Administration: You may need to speak with your network administrator. They may need to create a specific firewall rule to allow traffic from the camera's IP address to the required Axis cloud service endpoints. Axis provides documentation on the specific ports and hostnames that require access.
By systematically working through these four key areas—network, camera configuration, account status, and firewall policies—you can effectively troubleshoot and resolve the vast majority of Axis Cloud Storage issues.