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Troubleshooting

Cameras flashing red, yellow, and green repeatedly

There are several conditions that can cause cameras in an Axon Dock to flash red, yellow, and green repeatedly. Typically this indicates that the Dock is experiencing a network error or that the Dock has not yet been registered to your agency's Evidence.com account.

Note: An Axon Dock firmware update will cause the cameras in the docking station to flash red, yellow, and green repeatedly for 5-10 minutes. If the dock does not resume normal operation after this time period follow the steps below.

Troubleshooting Actions:

Ensure your Axon Dock has been registered, see Registering the Axon Dock or the Axon Dock Installation Manual for information on registering your Axon Dock.

If the Axon Dock is already registered and was working properly, try these troubleshooting steps to resolve the problem:

Reset your Axon Dock:

  1. Using a paperclip or similar item, press the reset button on the dock. The reset button is located next to the WAN port and looks like a small pin hole.
    HubRearView_label_.png
  2. The dock begins a reboot process that takes 1 - 2 minutes.

If the reset button on the dock did not resolve the problem:

  1. Pull the power cable from the dock and wait 1 minute.
  2. Reconnect the power cable. The dock begins a reboot process that takes 1 - 2 minutes.

If neither of the reset options resolved your problem, please check the following network configuration items:

  1. Check with your IT department to ensure that no changes have been made to your firewall or other security devices. Specifically, for the three following ports:
    • Port 443 (TCP) is open for traffic to your agency’s domain (e.g., [youragency].evidence.com). This port is used by the dock to send video and data files to Evidence.com using the HTTPS protocol.
    • Port 53 (UDP) is open for access to DNS, if your network uses external (internet) DNS servers. When using external DNS servers this port is necessary for the dock to locate the servers for your Evidence.com account.
    • Port 80 (TCP) for time synchronization.
    • If you are not sure or IT can’t confirm if these ports are opened or closed, connect a laptop to the Axon Dock via the LAN port and access the dock status page by visiting 10.10.1.1 in your internet browser. The dock will attempt to clarify which port it believes to be blocked.
    Not enabling inbound and outbound traffic on the above ports will disable the Axon Docks ability to upload.
  2. Confirm that the Evidence.com IP addresses are whitelisted. 
    Not whitelisting all of Evidence.com’s IP addresses may impact your uploads. If you need a list of Evidence.com's IPs, please contact Technical Support.
  3. If your agency is using Static IP addresses on your Axon Docks, confirm that no changes have been made to those IP address ranges. 
    If changes have been made, the Static IP addresses assigned to the Axon Docks may no longer be usable and must be updated by your IT department. 
  4. If using IP restrictions, ensure that the IP addresses assigned to the Axon Dock’s fall within the range of your accepted IP addresses. 
    If an Axon Dock’s IP address is outside of your accepted IP address range, your videos will not upload. 
  5. Confirm that the Ethernet wall ports or Switch (if in use) are still active.
    • Some IT departments will not activate Ethernet ports until ready to use. This can cause others to be inadvertently turned off and disable internet access.
    • Switches are powered separately from your Axon Dock, confirm that the Switch is still powered on and showing internet traffic. 

If your IT department has confirmed that no changes have been made and all necessary firewall ports and IP addresses are correct, follow the troubleshooting steps below to identify if there is a potential camera issue:

  1. Remove and re-seat the camera/controller and wait two minutes to see if the condition corrects itself.
    If all the cameras/controllers in the Axon Dock are blinking red, yellow, and green, there is likely a network or service issue. Check with your agency IT for any network connectivity issues. If your network is functioning correctly, login to the Axon Dock and go to the Status page to check the device status. Also, check for any Axon service updates or announcements. If there are no errors, contact Axon Technical Support for any other questions.
  2. If the camera/controller continues to blink red, yellow, and green, place a camera/controller that is operating normally in the dock and wait 2 minutes.
    • If the normal operating device blinks red, yellow, and green, there is a network or service issue. Check with your agency IT for any network connectivity issues. If your network is functioning correctly, login to the Axon Dock and go to the Status page to check the device status. Also, check for any Axon service updates or announcements. If there are no errors, contact Axon Technical Support for any other questions.
    • If the normal operating device is not blinking red, yellow, and green after 2 minutes, reconnect the original device, login to the Axon Dock, and go to the Status page to check the device status. If there are no errors, contact Axon Technical Support for any other questions.