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Troubleshooting

Axon View XL Troubleshooting

The following is a list of possible Axon View XL issues with links to possible solutions.

If these actions do not resolve the issue, contact Axon Technical Support for additional support.

View XL Bluetooth Failure

Symptom:

  • View XL does not recognize Bluetooth Dongle

Actions to Resolve:

  • If the dongle is plugged into the MDT dock/mount, plug the dongle directly into MDT
    Note: In some MT dock/mount setups, Axon View XL is not able to access the dongle due to interference from other applications. 
  • Adjust the power management settings for the dongle:
    1. Open the Windows Device Manager control panel.
      Click Start > Control Panel and then select Device Manager.
    2. Click View and select Devices by Connection.
    3. Identify the USB Hub where the Axon Fleet dongle is connected by looking for Bluegiga Bluetooth Low Energy.
    4. Right-click the Hub and select Properties.
    5. Click the Power Management tab.
    6. Clear the Allow the computer to turn off this device to save power check box and click OK.
    7. Open Windows Power Options to configure USB Selective Suspend.
      Click Start > Control Panel and then select Power Options.
    8. Click Change Plan Settings for the Power plan selected for the MDT.
    9. Note it is recommended that when the MDT is plugged in, the Turnoff the display and Put the computer to sleep settings should be set to Never.
    10. Click Change advanced power settings.
    11. Scroll to and expand the USB settings.
    12. Expand USB selective suspend setting and then set On battery and Plugged in to Disabled.
    13. Click OK and close the Control Panel.
  • Verify you are using the most recent version of Axon View XL 

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Videos are not transferring to View XL from the camera

Potential Causes:

  • Affected camera is not powered on
  • Using the incorrect Network
  • Camera is still recording

Actions to Resolve:

  • Ensure camera is powered on and is in buffering mode (LED blinking green)
  • You may not be connected to the correct WiFi/Network on your MDT to connect to the cameras. The cameras are going to be connected to the WiFi/Network of the router in the car.
  • Videos will not start transferring while the camera is still recording. Once the recording has ended the video transfer will begin.
  • Verify you are using the most recent version of Axon View XL 

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Videos are not uploading from View XL

Potential Causes:

  • Camera(s) is not powered on
  • Using the incorrect Network
  • Videos have not been moved to the upload queue

Actions to Resolve:

  • Ensure camera is powered on and is in buffering mode (LED blinking green)
  • You may not be connected to the correct WiFi/Network on your MDT to connect to the cameras. The cameras are going to be connected to the WiFi/Network of the router in the car.
  • The videos have been recorded, but you have not clicked “Done” on the review page in View XL. Once a video has been recorded it is going to leave the video on the camera until Metadata is either added or you have confirmed that metadata does not need to be added and simply click “Done”. Once this occurs the video will move to the upload queue and start to transfer to your MDT, then to Evidence.com. 
  • Verify you are using the most recent version of Axon View XL 

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Cameras are not connecting to View XL - Displaying Searching

Potential Causes:

  • Cameras are not powered on
  • For Body Worn Cameras, the camera has not been correctly paired with View XL
  • The incorrect vehicle ID was selected
  • The vehicle is not correctly configured in Evidence.com
    • Incorrect Mount ID (Axon Fleet Power Unit Serial Number) entered in Evidence.com
  • The cameras are already connected to another in-range computer.

Actions to Resolve:

  • Ensure camera is powered on and is in buffering mode (LED blinking green). If the camera is not powered on or staying on, see Fleet Camera will not Power On in Mount. 
  • For Body Worn Cameras, the camera must be assigned to the user logged into View XL and properly paired. See View XL and Axon Body Worn Cameras for information on pairing.  
  • Ensure the Vehicle has been configured with the correct Mount ID (Axon Fleet Power Unit Serial Number).
    • View XL lists the expected power unit serial numbers under Cameras in the View XL settings tab. This reflects the serial number that has been entered into Evidence.com for the Vehicle ID. Power unit serial numbers begin with X85. 
    • The power unit serial number must match the serial number printed on each power unit label. 
    • Confirm the proper serial number has been entered. Do not to enter the letter O in place of the number 0.
    • If any alterations are made to the vehicle configuration, the View XL user should sign out and back in to View XL to update the program configuration.
      Note: Configuration updates are automatically applied at pre-determined intervals, but the quickest way to ensure the most recent configuration is applied is to reauthenticate (sign out/in) with View XL.
  • Ensure no other computer is currently connected to the cameras.
    • View XL software runs a system service, which remains active after users have logged out of the View XL application and/or Windows. This service keeps an active connection to the cameras when in range. Ensure no other computer is already connected to the cameras, since that will prevent them from connecting to a new computer.
    • Shutting down the other computer or removing the required Axon Bluetooth dongle will release the connection.
  • Verify you are using the most recent version of Axon View XL 
  • A full system reboot may be required to resolve some issues. 
    • Once you’ve ensured the proper configuration and operation of the cameras, a reboot may be necessary.
    • Sign out of View XL and reboot the computer using the Windows Restart option.
    • Power off each camera for 15 seconds and then power on.
    • If, after a full reboot, problems persist, advanced troubleshooting is required. Please contact Axon Technical Support.

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View XL Critical Error 

 Symptom:

  • Pop-up error stating that View XL has encountered a critical error

Actions to Resolve:

  • Reboot computer
  • Restart Axon Fleet Service (this requires Administrator Rights on the computer)
    • Start Windows Task Manager
    • Click the Services tab
    • Scroll down the list and locate AxonFleet.
    • Right-click on AxonFleet and select Stop Services.
    • Then right-click again and select Start Services.
  • Repair/Reinstall Axon View XL

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