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FAQs & Knowledgebase Articles

GENERAL

QUESTION: How does the Camera Agent hosted video work?

ANSWER: Sign up with Camera Agent to become a Video Service Provider and then you simply connect your customers cameras to their network. The cameras are then immediately available for viewing and recording over the Internet. At work, at home or on the road – you can log in to the Camera Agent service portal everywhere you have access to Internet. The Video Service Provider will maintain the relationship with the end users and handle all billing and tech support. Camera Agent will support the Video Service Provider.

QUESTION: Which browsers do the system support?

ANSWER: Internet Explorer, Mozilla Firefox, Safari and Google Chrome. Most smartphone browsers are also supported. With Internet Explorer, you are required to install an ActiveX component.

QUESTION: Can I access the hosted video system using a mobile phone? Which models are supported?

ANSWER: Yes, most smartphone browsers are supported. For iPhone and iPod Touch, a dedicated VHS Viewer for Axis Cams is available on AppStore. BlackBerry and Android clients are under development.

QUESTION: What is the OAK, owner authentication key?

ANSWER: The key is used for authenticating you as the owner of the camera when you register your camera with Camera Agent. The OAK system prevents people from taking control of cameras that don’t belong to them.

QUESTION: I have lost my OAK. Where can I get a new one?

ANSWER: Please contact Axis Online Helpdesk.


NETWORK CAMERAS

QUESTION: Is the camera really protected from the Internet, and not put on an open port?

ANSWER: Yes, the camera goes through your firewall and router without any open ports.

QUESTION: Which Axis cameras support Axis hosted video?

ANSWER: See Axis AVHS-compatible network cameras.

QUESTION: I have an old Axis camera. Can I upgrade it to support Axis hosted video?

ANSWER: Please contact support@cameraagent.com and include the model number.

QUESTION: I have a wireless network. How do I configure the camera?

ANSWER: First you need to connect the camera using a cabled installation. Configure it for the hosted service in wired operation. Then you select “Settings” for your camera on the portal and configure the wireless settings. You will need to know the name of your network (SSID) and the security settings.

QUESTION: Can I use motion detection in the camera?

ANSWER: Yes. First you will need to configure the motion detection window, i.e. the areas in the video image that should trigger an alarm. You do this on the on “Configure motion detection” page. Once specified, you need to schedule the hours that motion detection should be active. You do this on the “Configure triggered recordings” page.

QUESTION: Can I use the camera outdoors?

ANSWER: Yes, if you have a camera that is designed for outdoor conditions or is equipped with an outdoor enclosure.

QUESTION: Can I have cameras on multiple locations with different ISPs?

ANSWER: Yes. This is one of the main benefits of the Camera Agent Video Hosting System. All your cameras will stream across the Internet to the Camera Agent hosting servers.

QUESTION: Does the camera work without network configuration ?

ANSWER: Yes. There is no need for any network configuration, except for the wireless settings if using a wireless camera. The camera handles IP addresses automatically and there is no need for any static IP addresses.

QUESTION: I want to log in to my camera directly, but I cannot use the default password.

ANSWER: The automated Camera Agent monitoring service will change the root password of the camera. You will need to add a different user with root credentials, before assigning it to Camera Agent. But be careful not to change any settings that may interfere with the connection to Camera Agent.

QUESTION: How can I restore all parameters to factory default settings in my camera, so it will no longer connect to the Camera Agent monitoring service?

ANSWER: Press and hold the Control button and reconnect power. Hold the button pressed for 15 seconds after power is connected.

QUESTION: What are the benefits of network cameras?

ANSWER: Network cameras have better image quality, no hard resolution limits and are easier to install thanks to support of Power over Ethernet.

QUESTION: Can I use a HDTV/megapixel camera with the Camera Agent hosted video?

ANSWER: Yes. With an HDTV/megapixel camera in a lower resolution, you can digitally pan/tilt/zoom in the image, even if you never take advantage of its full resolution.


INSTALLATION

QUESTION: How do I add a camera to the Camera Agent portal?

ANSWER: If your camera supports One-Click Connection, the camera will need Internet access and you just press a button to connect it to the Camera Agent service. You then login to your Camera Agent portal and register the camera using your owner authentication key (OAK) and serial number (S/N).

QUESTION: I have installed my camera, but it does not register properly with the Camera Agent portal. What can I do?

ANSWER: Please make sure the camera is connected to the Internet and that there are no proxy on your network. You can test this by surfing the Internet through a normal PC and verify the browser is connected direct to the Internet without proxy settings. Proxy servers are typically used on corporate networks, never on smaller networks. Currently the service does not support proxies.

If this doesn’t help, you might have to restore the factory default settings. To do that you press and hold the Control button and reconnect power. Hold the button pressed for 15 seconds after power is connected.

QUESTION: How do I use One-Click Installation on an AXIS M11 Series Network Camera?

ANSWER: The control button is located on the back of the camera, next to the network connector. You will need a paper clip to press it.

QUESTION: When I try to view the camera images, I get a warning alert from Windows. What can I do?

ANSWER: For Internet Explorer, the default viewer is AXIS Media Control (AMC) which is an ActiveX component that needs to be installed. You can change the viewer settings to Javascript, or use another browser (e.g. Google Chrome, Mozilla Firefox or Safari) that does not require any installations.

AXIS Media Control is the recommended method for viewing video images in Microsoft Internet Explorer. It installs automatically on first use, after which it can be configured by opening the AMC Control Panel applet from the Windows Control Panel.

In addition to supporting streaming video, AMC provides additional camera controls, such as controls for MPEG-4, H.264, audio, motion detection, and Pan/Tilt/Zoom. The controls provided will vary according to the features of the Axis network camera.

QUESTION: I cannot install the ActiveX component because my company/organization does not allow third party components to be installed. What can I do?

ANSWER: You must select another viewer than AXIS Media Control, or use another web browser than Internet Explorer, e.g. Google Chrome, Mozilla Firefox or Safari.

QUESTION: Do I need a computer that is always turned on in order to operate the camera?

ANSWER: No, there is no need for a PC or DVR. The camera is not connected to a computer, but to a central server on the Internet.

QUESTION: How many cameras can I have in my hosted system?

ANSWER: The number of cameras possible will depend on the Internet connection speed and the recording mode used. Camera Agent engineers will provide the metrics based on real world results.

QUESTION: Can I place my camera anywhere?

ANSWER: It depends on your country’s laws and regulations. Always place the cameras with care, so that they will not be considered intrusive.

QUESTION: What kind of switch do I need to support Power over Ethernet (PoE) cameras?

ANSWER: Most switch manufacturers support PoE in certain models, for example Netgear FS108P. Axis has a wide range of POE options.

How do I enable the Camera Agent feature in AXIS M10XX Network Cameras?

ANSWER: In order to use Camera Agent’s video monitoring service together with the AXIS M1011, AXIS M1011-W and AXIS M1031-W Network Cameras with firmware version 5.00.2, you need to manually enable the Camera Agent feature in the cameras. It is disabled by default.

Important notes:

  • Always be careful when changing any of the advanced settings in the camera as it could affect its operation. If you encounter problems, you might need to reset the camera to the original factory default settings.
  • Once the Camera Agent feature is enabled and the camera has been restarted, the admin password will be changed by the system. The camera can now only be accessed using the service provider’s system. The camera can no longer be accessed on your local network. It is therefore strongly advised that you establish contact with a Video Service Provider before enabling the Camera Agent feature in the camera.
  • To disable the Camera Agent feature, the camera needs to be reset to the factory default settings. This will also reset the admin password.

Follow these instructions:

  • 1. Access the camera using a web browser.
  • 2. Select ‘Setup’ in the top navigation bar.
  • 3. Select ‘System Options’ in the left column.
  • 4. Select ‘Advanced’ in the left column.

  • 5. Select ‘Plain Config’ in the left column.

  • 6. Select ‘AxisSTSClient’ in the dropdown menu.
  • 7. Check the ‘Enabled’ checkbox and click the ‘Save’ button.
  • 8. Close the web browser.
  • 9. Disconnect the power cable from the camera, wait a few seconds and reconnect it again.

Your camera is now configured for use with Camera Agent system. You can use the One-Click Camera Connection function to connect the camera to the video monitoring service. For the registration, you will need the Owner Authentication Key (OAK) and the serial number.

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