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Troubleshooting

Axon Aware and Mobile App Troubleshooting

Below is a list of possible issues with links to a response. If these actions do not resolve the difficulties, contact Axon Technical Support for additional support.

Livestream fails to load and a Could not start stream error message is shown for all cameras at the agency.

This is likely due to network-based controls your agency had implemented to manage internet access. If access is blocked the cameras will still get a livestream message and show the connection on the camera display, but stream will fail. 

Note: A failure to initiate live-streaming could also occur if you are using an older or unsupported browser to access Axon Aware. Please check your browser version and upgrade to the latest versions of Chrome, Firefox, Safari or Chromium-based Edge. 

In order to view livestreams, whitelist TCP port 443 access on the user network for you location as follows: 

Australia:

  • If your agency uses FQDN whitelisting, add axon-aware-streaming-relay.au.evidence.com to your whitelist. 
  • If your agency uses IP whitelisting, add 20.37.47.79 and 20.37.47.86 to your whitelist.

Canada: 

  • If your agency uses FQDN whitelisting, add axon-aware-streaming-relay.ca.evidence.com to your whitelist. 

European Union:

  • If your agency uses FQDN whitelisting, add axon-aware-streaming-relay.eu.evidence.com to your whitelist. 
  • If your agency uses IP whitelisting, add 3.248.2.170 and 108.128.24.31 to your whitelist.

South America: 

  • If your agency uses FQDN whitelisting, add axon-aware-streaming-relay.br.evidence.com to your whitelist. 

United Kingdom: 

  • If your agency uses FQDN whitelisting, add axon-aware-streaming-relay.uk.evidence.com to your whitelist. 
  • If your agency uses IP whitelisting, add 51.140.84.175 and 52.151.85.29 to your whitelist.

United States:

  • If your agency uses FQDN whitelisting, add axon-aware-streaming-relay.evidence.com to your whitelist. 
  • If your agency uses IP whitelisting, add 52.247.153.163  and 52.247.159.196 to your whitelist.

United States (Federal Region):

  • If your agency uses FQDN whitelisting, add axon-aware-streaming-relay.us.evidence.com to your whitelist. 
  • If your agency uses IP whitelisting, add 13.72.13.26 and 13.72.17.148 to your whitelist.

See Managing Network Whitelisting with Axon Cloud Services for more information about whitelisting requirements. 

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Livestream fails to load and gives a Could not start stream error message for one camera at the agency.

Note: A failure to initiate live-streaming could also occur if you are using an older or unsupported browser to access Axon Aware. Please check your browser version and upgrade to the latest versions of Chrome, Firefox, Safari or Chromium-based Edge. 

Restart the camera and try again. If the issue persists please contact Axon Technical Support with the camera serial number for additional information further troubleshooting. 

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The Live Stream button is not available when user information is pulled up in the search list.

The Live Stream button is available only when camera is recording.

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I just completed a long livestreaming session and my camera is low on battery. What happened?

Livestreaming can impact battery capacity. The available battery charge is reduced approximately an additional 10% for every 30 minutes of livestreaming. Battery capacity can also be effected by other environmental factors.

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My camera is recording but livestream is not available on Aware.

Livestreaming is only available if your organization has enabled Axon Aware +. Check with your Axon Evidence administrator to see if the Aware settings are enabled for your agency.

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I am unable to view the livestream on the Aware page in Axon Evidence and on the Axon Aware mobile app.

Check with your Axon Evidence administrator to ensure you have the correct permissions to view livestreams.

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Why does my livestream video pulsate and refocus at times?

This is normal behavior and expected for still images.

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Why does the Operation LED on my camera blink purple while I am recording?

The Operation LED turns purple and blinks when someone is livestreaming your video on Axon Evidence.

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Why does my battery discharge faster when I am livestreaming?

Livestreaming can impact battery capacity. The available battery charge is reduced approximately an additional 10% for every 30 minutes of livestreaming. 

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I am getting logged out of Aware while watching a livestream.

This could be due to a security setting which prevents the user to change IP while viewing streams. If you were logging into Aware+ from other devices simultaneously from another network, you will get logged out from your current session.

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Why didn't I receive an alert notification on the Aware mobile app?

Notifications might not be enabled for your agency. Additionally, notifications are only sent for high priority alerts. Your Axon Evidence administrator needs to configure high priority alerts on Axon Evidence.

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Why do I see ‘Axon Aware (Beta)’ in the Google Play Store?

Seeing the beta version means that you signed up for early access testing. To use the public version of the mobile app you must leave the beta program, uninstall the app, and install the latest public version. To leave the beta program:

  1. Go to the Axon Aware app page in Google Play Store.
  2. Scroll down to the You're a beta tester section.
  3. Tap Leave and then tap Leave again to confirm the action. See following image for the Leave beta program option. 
    Mobile_troubleshooting_-_Beta_program.png
  4. Uninstall the Axon Aware mobile app.
  5. Install the public version of the app. 

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