Ubiquiti Networks Customer Service Issues

I purchased a Ubiquiti Bullet M2 HP and connected it to a Netgear WAC104, with the Netgear access point receiving internet from my home router. Despite configuring both devices, they are not communicating. With an Ethernet cable connecting them, there are no signal lights on the Bullet. Additionally, the attached TP-Link antenna does not pick up my home internet signal. Any assistance would be greatly appreciated. Thank you. -Rod P.

I have a technical inquiry regarding using a Ubiquiti wireless mesh system with a HughesNet satellite internet connection and a Gargoyle flashed router. To manage our monthly data usage efficiently, we assign set limits per day to users by using Gargoyle to allocate static IP addresses and group them under a quota system. I believe I can resolve the issue by properly configuring my wireless mesh system according to the manual. However, I am contemplating optimizing my setup further by having Gargoyle solely for setting limits and utilizing a Ubiquiti gateway for IP address assignments. As I am located in a remote area in Mexico, I aim to plan my system comprehensively before investing in new hardware. Could anyone provide guidance on meeting my system requirements?

My device is not connecting to the internet. A neighbor gave it to me a few months ago and was paying for it. They have moved out but are still covering the expenses. Unfortunately, they didn't leave behind the controller or any account information for me. The device was working earlier today but stopped this evening. I suspect the firmware needs updating, but I don't have access to the internet to do so. I need urgent assistance with this issue.

I recently purchased an airCube. I connected it to my Asus router using an ethernet cable in port 2. After downloading the app on my Android phone, I powered the airCube with a 2.5 amp wall adapter. I can see the device named airCube-[redacted] in my WiFi list on the phone, but it's not showing in the device list on the router. I double-checked the cable by swapping it with a known working one, and still no luck. Following the instructions, I scanned the QR code, but I received a "Login Failed" message after attempting to log in to [redacted].[redacted].1.1. Currently, my phone is not connected to any network. Even after resetting the device and trying again, I encountered the same issue. What should I do next?

I bought an Amplifi system with two mesh points in May [redacted]. Recently, the router screen is showing a "plug in cable" message. I bought a new Amplifi router, but it doesn't recognize the mesh points. After speaking with support, they explained that the mesh points won't work with the new router and suspected an issue with the LAN port. They suggested contacting the company for a repair through an RMA. The RMA team informed me that the original router is out of warranty. I would appreciate help with one of the following options: 1. Repair the original router. 2. Configure the new router to recognize the mesh points, or vice versa. 3. Purchase new mesh points that will work with the new router at a fair price, as I have already invested in your products twice, but my system is currently not working well. Thank you, Jeff

I own a Unifi AP LR and have encountered issues while trying to adopt it using the management software on my desktop. Despite being able to log into the GUI and SSH into the AP, I notice an "unreachable" message when accessing the inform URL. Despite attempting solutions like uninstalling and updating the software, rebooting, and factory resetting the AP, adoption is still unsuccessful. I wonder if it is normal to ping from the AP to the local machine or vice versa during an SSH session. Currently, the adoption process initiates but then disconnects, with logs indicating errors related to native library loading and provisioning.

I'm interested in switching my small office to Ubiquiti hardware and worried if the USG will fit my needs. I currently have Spectrum broadband with 5 static IPs which I assign to devices with specific configurations to use within my network. I am unsure how to set up the USG to act as the gateway for all the static IPs. I believe I will need to configure the USG to enable communication to each device with a static IP behind the firewall. I anticipate I will configure the internal devices with static IPs similar to how I did with the Spectrum modem/router. Could anyone direct me to FAQs that explain this setup? I am planning to purchase a new USG and a Cloudkey for this transition.

I lived in Washington, DC before relocating to Mexico a year ago. The house I bought came fully furnished with WiFi range extenders. Recently, I discovered the extenders were Ubiquity UniFi UAP-LR PoEs, but the sellers never provided the software or user guide. Unfortunately, our devices have been compromised, leading to identity theft and fraud. We suspect the sellers are behind this, as they set up the equipment and registered themselves as the Controller. We need proof to take legal action against them. Can Ubiquity analyze the devices to identify the registered Controller? I would appreciate it if you could assist in this matter. Thank you, Tim R. [redacted] [redacted]

I'm experiencing a critical issue that seems to be escalating daily. It all began with users connecting to the private network instead of the domain. I received an alert to upgrade the controller to version 5.11.39, which I did via the Ubuntu command line. However, since the upgrade, phones are disconnecting, and users are unable to access the network at all. I urgently require assistance. Would you please contact me at [redacted]? I can arrange for remote access to facilitate troubleshooting. Thank you.

I recently tried to update the firmware on my Cloud Key Gen 1 as I usually do, but after the process, it rebooted with a solid white LED and now I can't access it through the browser. Although I can ping the key and see it in the ARP table, I'm unable to recover it using the reset button and would like to use a PoE injector on my main floor instead of going to the basement where the key is located. I downloaded the firmware file and want to proceed with the recovery process there. I tried contacting support via phone without success. Any assistance would be greatly appreciated.

I purchased two Unifi AP units in [redacted], and after installing new controller software due to slow wifi speed, the devices are not being recognized by the controller. Even after cycling the power, the issue persists with the message "You Have No Devices" displaying on the software. The access points have a steady green light indicating they are functioning. I am unsure why they are not connecting to the controller. Should I update the firmware, and if necessary, how can I do that? I recently received an email asking to verify my Ubiquiti account, but I am encountering technical difficulties with the device connection. I attempted to follow the instructions to activate the account, but the devices are not being recognized. I may need to seek technical support by emailing [redacted] Any advice or guidance on resolving this problem would be greatly appreciated.

I am assessing a significant property that consists of 1x Edge Router 4, 1x Cloud Key, 1x 8-port Ubiquiti PoE switch, and 6x UAP-AC-M access points. This location experiences high traffic, especially during summer weekends, which raises concerns about the current mesh network's capacity to handle spikes in usage. There is contemplation about integrating a second internet connection at a remote location on the premises. The query is whether it is feasible to connect a separate internet connection to the existing mesh to have dual ISP feeds, or if it would be more effective to split the site into two distinct mesh networks.

I am experiencing issues with setting up a separate IP address for users connecting to the Guest SSID on my public WiFi network. Our firewall is configured to assign a unique IP address through a separate port and VLAN, allowing access to the internet. While this setup works when directly connecting a laptop to the port, I am unable to replicate this functionality when configuring it in the Unifi Controller for wireless connections. I'm seeking guidance on the correct configuration in the Unifi Controller to ensure that users connecting to the Guest SSID receive the designated separate IP address and are granted internet access.

Hello Support, I have a question regarding the AmpliFi System. I recently set up a system with an AmpliFi Base and 2 MeshPoint HD antennas for a customer. The base and ISP cable modem are on the 1st floor, with one antenna in the basement and the other on the 2nd floor. Everything is working well. The customer now needs to connect a camera system that requires an Ethernet connection located in the basement. Is there a MeshPoint HD antenna with an onboard Ethernet connection available? Can I add another base to solve this without running a physical cable? Thank you, Chris.

Hello, I received this link from Amazon support. I am having difficulty seeing or managing the Unifi AC Lite AP in the Unifi interface. A few months ago, I noticed the WiFi dropping out while the wired PC worked fine. Despite unplugging the AP for 30 seconds and plugging it back in to restore internet access for everyone, I can't change any network configuration without access. Despite my efforts to forget it, restore from backup, update Unifi software, and physically reset the AP with a pin, the AP remains invisible in the Unifi interface. The reset button doesn't change the lights' color, indicating a possible issue. Sadly, I can't confirm this without voiding the warranty by opening the unit due to two recent power cuts. I believe I have exhausted all reset options and suspect the access point is defective. Regards, Vince.

Dear Customer Service, I am experiencing trouble connecting to my UVC NVR 2TB. It suddenly stopped working, and the cameras are unable to connect, resulting in a beeping sound. I attempted to reset the default settings through the maintenance page of my NVR, but I am still unable to establish a connection. I have also reached out to customer support via email, yet I have not received a response since this morning. Could you provide a phone number for further assistance or offer help via TeamViewer? Thank you, Norbert

I am currently managing a small hotel that utilizes a cloud key and seven access points to provide guest wifi. Unfortunately, we are encountering issues with our internet usage reaching the limit of 700GB towards the end of each month, resulting in reduced speed which impacts the management of our cloud-based guest system. I am looking for a solution to split the incoming internet connection from the ISP into two networks, one for guests and the other for office use. I aim to allocate around 50GB for the office network and the remainder for the guest network, ensuring that if the guest network reaches its limit, the office network will maintain speed. I am considering using a Security Gateway for this purpose and seek confirmation on its feasibility or alternatives required to implement this setup.

I recently purchased a house with Unifi controllers, specifically the Unifi AC AP-Pro. The LED on the devices is solid blue, indicating they are active. I downloaded the software and connected to the network, but the controllers show as offline. Initially, they appeared as "managed by other," so I attempted to adopt and upgrade the firmware, which failed. Now, they are listed as offline even though the LEDs are still solid blue. I am seeking guidance on how to establish a connection and manage the Unifi controllers using the Unifi controller software. I have explored the settings but have not found the correct solution. Would it be advisable to physically reset both of my Unifi AC AP-Pro devices to troubleshoot the issue?

I am experiencing two issues with my UDM Pro setup. Firstly, there is significant packet loss (9-12%) when running ping tests to 8.8.8.8 from the terminal. This affects my home network security and causes interruptions during work conference calls, which is unacceptable. Secondly, the automatic firmware update feature seems to be continuously cycling without success, even after running it manually for over an hour. I am seeking assistance to resolve these problems as I rely on a stable internet connection for work. Currently, the setup includes a DSL modem connected to the UDM Pro using a CAT6A cable, with only two clients connected. No advanced features have been enabled yet. Any help in addressing these issues would be greatly appreciated. Thank you for your support. - Olin S.

About three months ago, I installed two UAP-AC-Pro access points at a residence. Yesterday, I replaced one of them as it stopped broadcasting wifi, despite the LED light remaining solid blue. However, I couldn't locate it via the Unifi Network app. Upon testing, the homeowner could only connect to the wifi from the other AP. After replacing it with a new unit of the same model, it worked fine, indicating it might not be a cable issue. Upon bringing back the faulty unit to our office, I connected it to our Unifi controller instead of using a POE injector as a standalone unit. Surprisingly, it seems to be working normally now. Could this difference in setup be a factor? Is there a possibility this issue was fixed in a firmware update? The current version is 4.0.42.[redacted]. Thank you.