Axis Integration Support Guide

Introduction

This guide outlines the support procedures and contact information for Axis devices integrated with Cisco Meraki. To ensure the fastest resolution, please review the troubleshooting flow chart to identify the appropriate support channel and and the "Quick Fixes" section for the most common issues.

60-Second Health Check

Step	Action	How to Verify	If Failed
1	Camera has power	Look for LED lights on camera	Verify the PoE switch port is active; try a different port
2	Network connection	Can you ping the camera IP from a device on the local network?	Check cable connections; verify VLAN settings
3	Camera accessible locally	Open http://<camera-IP> in browser	If the camera is not accessible, check the network/firewall settings
4	Meraki Dashboard shows camera	Check Cameras page in Dashboard-> Search via mac address	Verify camera is claimed in the correct network
5	Firmware is current	Verify firmware version on device to latest firmware available here	Update if significantly outdated

Who Should I Contact?

Issue	Things to try first	If Unresolved, Contact
Camera won't power on	Check cables, switch port, PoE budget	Axis Support
Camera is not claimable in Dashboard	Check ACAP status under System>Apps on Local Status Page(LSP) and Network connectivity	Meraki Support
Can't view live video	Test stream on device via LSP, Check bandwidth	Meraki Support (if local works) / Axis Support (if local fails)
Poor image quality	Clean lens, Adjust settings	Axis Support
Configuration not syncing	Refresh page, reboot device	Meraki Support
Export not working	Try a smaller clip, follow guidance based on error	Meraki Support
Physical/hardware damage	Visual inspection	Axis Support
MySystems/account issues	Verify credentials, check LSP	Axis Support
Licensing questions	Review Dashboard license status	Meraki Support
Camera feature questions	Check Axis documentation	Axis Support
Network/firewall issues	Verify port configuration, Check firewall rules on dashboard under Help>Firewall info are allowed	Meraki Support

Contact Information

Support Team	Best For	Contact Method	Availability
Axis Support	Camera hardware, image quality, camera settings, physical issues	axis.com/support/helpdesk	24/5 (Phone during business hours, Chat 24/5)
Meraki Support	Dashboard, cloud connectivity, video streaming in dashboard, licensing	Meraki Dashboard > Help > Get Help	24/7 (Phone & Email)

How to Open a Support Case

Opening a Case with Meraki Support

Log into dashboard.meraki.com
Click the "?" help icon in the top-right corner
Select "Support Center"
Click on the “Cameras/IoT” tile
Describe your issue with as much detail as possible
Include your camera serial number and any error messages

Note: Once the case is created, continue the support discussion via the created e-mail thread, comments added on the dashboard are not shared with both teams.

Opening a Case with Axis Support

Go to axis.com/support/helpdesk
Sign in with your MyAxis account (create one free if needed)
Click "Create new case"
Fill in camera model, serial number, and issue description
Upload any relevant files (screenshots, server report)

Video Guide: How to Create an Axis Support Case

Essential Data for Troubleshooting

Information	Where to Find It
Camera Model	Physical label on camera, or Dashboard > Cameras. If device is not claimed on Dashboard->Device LSP
Serial Number	Physical label on camera, or Dashboard > Cameras. If device is not claimed on Dashboard->Device LSP
Firmware Version	Dashboard > Cameras > Select camera > Details. If device is not claimed on Dashboard->Device LSP
Description of Issue	When did it start? What were you trying to do? Any error messages?
Screenshots	Capture any error messages or unexpected behavior
Server Report	Download from Local camera interface > System > Logs. Video guide here

Unified Support Experience

For issues involving both Axis hardware and the Meraki cloud platform, a collaborative support model is utilized to ensure efficient resolution. The process includes the following features:

Internal Escalation: If an issue requires expertise from multiple departments, internal routing is managed by support staff to prevent the need for redundant explanations.
Integrated Case Tracking: All involved support teams maintain full visibility into case history, communication logs, and progress updates.
Dual Case Referencing: In some instances, separate case identifiers may be generated for administrative tracking. These cases remain linked, and no additional management is required to monitor the progress of both.