Ubiquiti Networks Customer Service Issues

I received a Return Authorization from Ubiquiti for a non-functional RocketM5 International Version (#RM277909). Throughout our communication, I clearly stated the need for the Intl version due to our network's frequency requirements, even providing a copy of my FCC/Ubiquiti Part 97 waiver. Despite this, they sent a US-only replacement that is not suitable for our needs. I have sent two follow-up emails to their RMA department without any response. I have refrained from submitting RMAs for two more dead Intl versions until this issue is resolved. Attempts to contact Ubiquiti by phone have been unsuccessful as none of the options connect to a real person. ~ JS Powell

I've been using a setup with a UniFi USG, 16-port PoE switch (150W), 2 UAP AC Pro access points, and 1 UAP AC M access point for 10 months. Recently, I've encountered issues where connecting to the access points via powerline adapter drastically reduces my WiFi speed to around 2 Mbps from the usual [redacted] Mbps. Even the direct connection to the access point suffers from the slow speed. Interestingly, my guest network, limited to [redacted] Mbps down and 10 Mbps up, remains unaffected. I've tried rebooting all equipment and even deleted and reset the access points, but the problem persists. I'm not tech-savvy, just a regular user, and I seem to be stuck on how to resolve this issue.

Hello, I recently bought the Unifi AC AP Pro from Amazon. Upon installation, I have ensured the following: - Installed the 5.9.29 software for Windows with its icon on my desktop - Installed Java version 8 - Connected the Unifi POE to the power source - Plugged in the CAT6 Ethernet cable from the main port of the Unifi device to the POE Port - Connected LAN from the router to the LAN Port on the POE device My new HP Laptop with an 8th Gen Intel Core has space for additional software. Although the Unifi Controller has started, I am unable to launch a browser to manage the network. I am looking for assistance to finalize the installation and ensure it functions correctly with my system promptly. Thank you, Daniel (Dan) M. Phone: [redacted]

Hello, I am Mike Schurman, an installer of security and wireless links in Kindersley, Saskatchewan, Canada. Lately, two customers have reached out regarding Ubiquiti Unifi Pro Series cameras installed by our company that have abruptly stopped working. After inspecting the equipment, including connections and mounts, we identified that nothing had changed since the installation. Suspecting faulty cables, we removed one camera for closer examination and discovered it was filled with water. Subsequent checks revealed that all five cameras across the two customers were similarly affected. Is this a frequent issue with these cameras? How can we assist our customers in resolving this matter? I appreciate any guidance on potential solutions. Thank you, Mike

I placed an order on December 12th and paid with my credit card. Today, December 17th, I have not received any communication regarding my order from UBNT. After waiting for over an hour on live chat, I was directed to email [redacted] I reached out via email to inquire about the shipping schedule as I have a project deadline to meet. Daniel responded, mentioning contacting the fulfillment department without an estimated shipping date or an apology for the delay. I expressed that typically customers are notified about expected shipping dates when items are out of stock. A brief response acknowledging the delay and providing an estimated shipping date or suggesting contacting a distributor for quicker delivery would have sufficed. It has been challenging to find information through calls or locating a contact person. While I understand the need to keep costs low, a more efficient customer service system could be beneficial. Directing sales through distributors or resellers might improve customer experience and prevent customers from feeling uninformed after payment.

I require assistance with my Ubiquiti Wifi system at home. The issue is with Apple Airplay stuttering while playing music wirelessly on my AV system from my Apple iPhone X and MacBook Pro. I had professionals set up the Ubiquiti Wifi system, but I am struggling to get in touch with the installer. My networking components include a Unifi Security Gateway (USG) and Router/Firewall, Unifi Cloud Key, Wifi Controller, AP AC Outdoor Mesh, [redacted].11.ac Outdoor Wifi Access Point, AP AC LR, [redacted].11ac Long Range Wifi Access Points, and a US-8-150W Unifi Switch. Any help with this problem would be greatly appreciated.

Setting Up Loco M2 2.4GHz as WiFi Extender Hello, I wanted to share that I recently purchased the Nanostation Loco M2 2.4 GHz based on the recommendations of your support team. Their advice was to use it as a WiFi extender to reach a neighboring building within 50 feet, with direct line of sight. Although I diligently followed the instructions and videos provided by your team, I've run into a snag. Despite proper setup, I'm not receiving internet on my end where the LocoM2 is located. As I'm based in the US, I kindly request assistance from your help desk to get it up and running. I'd prefer to speak with your tech team over the phone, but if that's not possible, a live text chat would be my second choice. I have a good understanding of network equipment and setups, so I believe I won't require extensive hand-holding from your helpdesk. If you could connect me with a representative at your earliest convenience, I would greatly appreciate it. Thank you, Fred

I encountered an issue with the Nanostation M. I have two cameras linked to the secondary one, shooting from the main unit at a distance of around 50 feet. The secondary unit is connected to its POE injector, displaying power through the LED but no activity on the switch port, causing the cameras to go offline. After power cycling the POE injector, both the network and cameras came back online. Upon checking the signal strength with a laptop, it seemed fine. I departed the site, and a few hours later, it disconnected again. I am uncertain if the problem lies with the secondary unit and have not confirmed the signal strength. Initially, my engineer suspected the main unit to be faulty, while I managed to bring it back online briefly. If the unit were defective, would it have functioned at all?

I recently purchased over $[redacted] worth of Unifi networking equipment like routers, switches, NVR, cameras, and a cloud key. Despite multiple attempts and hours of watching online installation guides, I have been unable to get the devices to work correctly. I am in urgent need of technical support to assist me with setting up this equipment. The Cloud Key controller is not detecting any connected devices, I am having intermittent access issues with the NVR, and the controller is not responding at all. I will have to return everything today if immediate help is not provided. The equipment includes an Edge Router 6P, a 24-port and a 48-port Edge Switch, an NVR with a 2TB hard drive, 15 G3 cameras, and a Cloud Key. Please assist promptly.

I'm a new staff member at the Sumner Fredericksburg School District in Iowa and have queries about our camera system. Apparently, it was installed by a contractor named ____ ____. Currently, we are facing issues with retaining recordings on our 10-camera system managed by an NVR connected to an old Windows 7 server writing onto an external hard drive. We plan to expand with 12 more cameras but aim to upgrade the recording setup first. Can you please provide details on system requirements for this expansion? Specifically, we need advice on the ideal OS, processing power, and RAM for our needs. Additionally, we wish to transfer ownership from the contractor to the school. Although we've heard positive feedback about your product, we believe our setup was not done correctly. We hope for your guidance to enhance our system with your assistance rather than opting for a different solution. Thank you for your support.

I am having issues with my EdgeRouter lite-3 as the DHCP is no longer assigning IP addresses. I am not familiar with troubleshooting this problem on my own. Should I go ahead and request a replacement through the RMA process, or is there a resource where I can seek assistance with diagnosing and fixing this? Unfortunately, my access to the chat function in the Unifi controller is currently unavailable. Update: It turns out that the issue was related to a failed USB flash drive. Despite trying multiple USB flash drives, I encountered an A-12 Error, indicating that they were counterfeit. I am now left with a non-functioning EdgeRouter lite-3.

We recently relocated our Ubiquiti network to a new subnet behind a SonicWall Firewall. However, we are encountering intermittent issues when trying to access the NVR and cameras remotely over the Internet. Despite seeing the cameras' correct IP addresses assigned from the pool, we are facing difficulties viewing live feeds consistently. Yesterday, we could briefly connect to the cameras, but the feed would cut out after a few seconds. Today, I am unable to connect to the NVR at all, receiving a "Cannot Connect to NVR" error message. While we have checked the cabling and saw some camera lists intermittently, the system is currently unusable. This problem has persisted for the last few days. Any suggestions would be appreciated.

I am having trouble getting my * NanoStationlocoM*** Airmax units to connect as Access Point and Station despite multiple attempts. I purchased these brand new from TDL and followed the setup instructions, but they are not detecting each other. Both units show no signal level, although I am sure the signal is present. The main connection is through a router at the host location, with LTE at the client's end. As a first-time M900N user, I would appreciate a brief review of the setup process and any missing steps I should be aware of. The instructions provided seem unclear, so any guidance or assistance would be greatly appreciated. Thank you.

Hello, my name is Daniel An, and I work at the Billy Casper IT Service Desk. One of the golf courses managed by my company is experiencing issues with a Unifi Wireless Access Point. The blue light on the access point is rapidly blinking, resembling a strobe light effect. We have attempted troubleshooting by changing ports on the switch, power cycling, and even performing a factory reset on the Access Point, but the rapid blinking persists, and the access point is not providing internet connectivity. Within our Unifi Portal, the Wireless Access Point no longer appears. In the clients tab, the Access Point is depicted as a box without the usual Wireless Access Point symbol. Despite this, we can confirm that the device is a Wireless Access Point. The hardware is described as a white circular disc by our client. We have instructed them to disconnect and switch ports to ensure the correct port is being used. Exhausting our troubleshooting methods, we are seeking further assistance. If phone communication is preferred, please contact us at [redacted] Extension 2. We appreciate your attention to this matter and look forward to a prompt response. Thank you.

Hello, I am Clay, the owner of an automation company, seeking guidance on products for a new job. I have been tasked with installing PTZ cameras in a small town for monitoring a large event. The town expects a population increase of over 10 times and wants to monitor the streets. The installation requires 4-6 cameras along a 1-2 km stretch of street with a DVR for recordings. The street's hill-like structure impedes a direct line of sight from one end to the other. I aim to establish a networking backbone capable of supporting 2-4MP cameras with the manufacturer recommending network transition speeds of 1G. I plan to mount AC points/Bridges on the hydro poles lining the streets and incorporate a POE switch at each location for the cameras and access points. Additionally, I seek to provide open WiFi access if needed and a hidden SSID for town workers. I am in need of product recommendations to manage network traffic effectively and determine the equipment required for installation, such as antenna placement on each pole location and camera orientation. While not a networking expert, I have experience with networking gear in my home automation business. I typically work with Pakedge gear but need solutions for this specific project and believe your company can provide the expertise required. Thank you, Clay Benvenuti OSA Creations

Hello! Last week, I installed 2 UniFi APs at my boss's house, and they were working great. However, the next day, my boss's daughter had trouble connecting to the Wi-Fi network. Today, I noticed a yellow triangle symbol next to one of the APs. After referring to the guide, it mentioned configuring port forwarding, but since I don't have a Uni security gateway, I couldn't set up "port forwarding" for STUN. The APs are connected through wall ports from a switch. Currently, the connection seems fine, possibly because the UniFi controller is open on my laptop. I haven't made any changes. All the APs in the house share the same SSID. How can I ensure the connections in the house are secure and prevent the yellow triangle symbol from appearing again? Any assistance would be greatly appreciated! Thank you! --JC

I am in the process of setting up my Ubiquiti AP AC Lite, linked to my EdgeRouter X, which is functioning well. I am looking to modify the SSID and Password for the AP. The previous configuration was sufficient, but I wanted to eliminate the guest access. However, I am unable to recall the username/password for the UniFi controller I established over a year ago, and the email associated with the account eludes me. I believe the email I am using might be the correct one, but the "Forgot Password?" link has not been successful in sending me an email despite multiple attempts. I have attempted to reset the AP and have uninstalled/reinstalled the UniFi controller software, yet the controller software does not recognize it as a device set to factory defaults. It continues to prompt me to input my username/password, but standard combinations like ubnt/ubnt and root/ubnt are not working. Any guidance would be highly appreciated.

I am experiencing Wi-Fi problems with my Unifi AC Pro. The wireless speed fluctuates constantly, ranging from 400Mbps to 78Mbps, even when near the access point or in different areas of the house. I have tried troubleshooting by relocating the device away from other electronics and appliances, changing cables, rebooting, and testing with various devices like phones, laptops, and game systems. I have also adjusted settings, followed recommendations on the website, and even tested with a different Unifi AC Pro. Wired devices have no issues, and when connected directly to the Unifi AC Pro, the speed is stable. I have checked for channel interference and experience buffering and disconnections with streaming services when the speed drops. Despite my efforts, the issue persists.

I recently bought a UniFi AC In-Wall unit to function as a wifi extender or access point. While setting it up, I connected the in-port on the unit to the ethernet out port on my router. However, when I accessed your website and app on my iPad, the device wasn't detected. Also, there was no LED light illuminated on the front of the unit. Despite testing various ethernet ports on the router and throughout our apartment, using different working ethernet cables, the device remained undetected, and the LED light did not turn on. Any assistance with this issue would be greatly welcomed.

1st Update: Hello, I am having trouble upgrading the firmware on a new UGS 1 GB as I cannot connect it online. The LAN network gateway provided by my ISP shares the same IP address ([redacted].[redacted].1.1) as the UGS, making it impossible to establish a connection. 2nd Update: Hello, I wanted to inform you that I have not completely resolved the issue, but I successfully upgraded the USG firmware from 4.3.33.[redacted] to 4.4.41.[redacted]. Could you please provide a web chat, WhatsApp number, or a phone number for assistance from Australia during reasonable hours? I am also open to using Skype or Viber if accessible. Thank you in advance for your help. Cheers!