Ubiquiti Networks Customer Service Issues

I am currently using a wireless bridge with the Unifi Building to Building (B2B) setup. However, I am having issues with tagged traffic from the remote end not showing up. My network setup includes a Cisco DS, Cisco switch, Unifi switch, Unifi B2B, cloud key, and Edge nodes. The Cisco trunk configuration is the same on both ends, allowing specific VLANs. While I can see the Unifi MAC addresses, I am unable to detect the MAC addresses from the Edge nodes at the remote location. I would appreciate any help with this matter. Thank you, George.

Our school has a UniFi system, but unfortunately, there is no documentation available on how it operates due to staff turnover. Additionally, we have a new Apple device that we would like to connect to the network and add another access point. I am able to launch the UniFi Controller (6.0.36) and access the browser to Manage Network, but I am encountering difficulties with the username and password screen. We have UniFi-Discover installed on our Mac, which is directly connected to the school network. Assistance in resolving these issues promptly would be greatly appreciated to ensure our school operations run smoothly. Best regards, D. Hill

I need assistance with re-adopting a UAP AC-Pro WAP into the network. Previously removed due to a lack of PoE, we have since rectified the power issue and factory reset the device. However, it is not showing up in the portal for readoption. The other 2 WAPs in the network are visible and running version 4.3.28.[redacted], meanwhile, the 3rd WAP has not been updated in over a year. Following its removal from the network, some settings were adjusted, including the Device Name of the Cloud controller that the other 2 WAPs now use. Unfortunately, there is no console port on the UAP-AC-Pro for direct configuration, and remote connections have not been successful. While the device was previously acquiring an IP but remained unresponsive to pings, it now seems unable to obtain an IP address, despite receiving PoE. Any guidance on troubleshooting steps for re-incorporating this WAP into the network would be greatly appreciated. Thank you.

I have encountered a situation with a client's Guest wireless network that is currently unsecured rather than secured. After identifying the issue to be associated with a UnifiAP unit, I attempted to locate the network within the Unifi app (version 5.4.16) to remove it. However, I was unable to find it in the app. The UnifiAP device (MAC: 04:18:d6:9a:0e:7a) is showing as Disconnected under Devices. I meticulously searched through all available settings but couldn't find the specific unsecured Guest network listed. Even though I deleted a guest wireless network, it wasn't the one that is currently Open. I initially anticipated locating it under Settings / Wireless Networks, but it wasn't there. The only network visible was the regular password-protected staff wireless network. The Guest Policy checkbox was unchecked, and the Enable Guest Portal option was also unchecked under Guest Control. I am unsure where else to search to delete this unsecured wireless network. Thank you, E.M. Owner, FlexITechs

Hi, I purchased 2 NanoBeam 5 GHz units, 2 UAP AC LR units, and 1 UAP AC Pro for two adjacent houses. The internet arrives via fiber to the first house where it is connected to an Asus Router WiFi AX [redacted] Dual Band Model RT-AX58U. From the Asus router, a NanoBeam 5 GHz unit transmits the signal to the second house, where it is received by another NanoBeam 5 GHz unit and connected to a UAP AC Pro. Recently, I added an additional UAP AC LR in the second house, causing the WiFi signal to frequently drop and struggle to reconnect. When I unplugged this UAP AC LR, the system worked smoothly again. However, due to the size of the second house, I require another WiFi relay but experienced interference issues with the additional UAP AC LR. Both houses are constructed of wood with no concrete or steel elements. I would appreciate any guidance on resolving this issue. Thank you. Best regards, Dantes

I recently received my order which included a Dream Machine and three compact 5-port gigabit switches. Despite ordering them the week before, I did not create a username or account with Unifi. Due to my grandkids playing with the shipping boxes, I am now unable to find any paperwork that may have come with the delivery, such as an order number. Although I have opened the UDM box to admire the equipment, I have not unpacked the cable or power cord, nor connected it to any power or internet source. Regrettably, I now need to initiate a return for the entire order. Could you please advise me on the necessary information, forms, and procedures required for this return process? Thank you.

I'm seeking guidance on setting up a bridge network to an adjacent house. Currently, I have an AP Pro functioning as a hotspot. I now require a wired connection at the other house. Can I utilize another AP Pro to create a bridged network, as I don't see this option in the setup? I also have spare tools like a NanoStation M5, NanoBeam AC Gen2, and an old Air router. Essentially, I need to provide a port for the customer to plug into that resembles a wired connection. Thank you, Brian Smith.

I am attempting to extend the Wi-Fi coverage within an RV Park by using Ubiquiti mesh antennas placed approximately [redacted] feet from the Golf Course Clubhouse, where a [redacted] mbps cable modem is located. Two NBE-5AC-Gen2 devices were employed to create a wireless bridge between the Clubhouse and the main power pole at the park. The wireless bridge indicates a potential speed close to [redacted] mbps, and a laptop connected to a switch at the far end of the bridge achieves the full cable speed of [redacted] mbps. However, upon connecting a UAP-AC-M transmitter wirelessly, the speed drops to around 30 mbps. This issue persists even when using the Pro transmitter. I am seeking advice on why there is such a significant speed decrease between the wireless bridge and the mesh transmitter, as well as any potential solutions to address this. Thank you for your assistance. D. Champagne Champagne Digital

I currently have an ISP service of [redacted] Mbps connected to a Ubiquiti EdgeRouter. It has one CAT5 line going about 60 meters to a gigabit switch in my detached garage. I can achieve the full [redacted] Mbps when I run a speed test with a notebook from that switch. The EdgeRouter indicates green light for 1 Gbps performance. I added approximately 80 meters of CAT6 underground cable to a Ubiquiti NanoSwitch at a site further away from the detached garage, powered via a 24 VDC PoE. Additionally, I extended another 80 meters beyond that switch to a second NanoSwitch even further out. A network technician installed the RJ45 connectors and ran tests on each buried cable after installing them. However, when I connect a notebook to either NanoSwitch, I can only achieve a throughput of [redacted] Mbps instead of the full [redacted] Mbps from the ISP. Although the [redacted] Mbps speed tests seem stable and web pages load well, I am curious if there is a technical reason, possibly related to the length or another factor, that may be limiting the outlying NanoSwitches from attaining Gigabit Ethernet speeds to access the full ISP bandwidth. Thank you for your help. - B.C.

I ordered 2 U6-LR-US Access Points on 6/21/[redacted]. After being notified that they were not available and suggested a 5 Pack as a substitute, I decided to order more for future use. Shortly after placing the order, I realized the substitute was actually UAP-AC-LR-US. I tried to cancel, but my credit card was charged within 5 minutes. Customer service said I couldn't cancel but to refuse the order. Since I was on vacation, I returned the unopened package to FedEx on 6/21/[redacted]. After 2 weeks with no update, I provided the tracking number upon their request. Despite confirming the return, I haven't received any updates or a refund to my credit card. How can I resolve this without being able to speak to a representative directly?

I have a bridge setup using two NBE-5AC-GEN2 units with Firmware version WA.V8.7.5 Build Number [redacted]. The distance apart is [redacted] feet with a clear line of sight. Unit #1 is set to Wireless Mode AP PtP with MAC address F4:92:BF:FC:2C:56, SSID FIPPH, and Device Name OFFICE. Its static IP is [redacted].[redacted].1.40. Unit #2 is in Wireless Mode Station PtP with MAC address F4:92:BF:FC:2E:44, SSID FIPPH, and Device Name PUMP HOUSE. Its static IP is [redacted].[redacted].1.30. Both devices need to be updated to the latest firmware version WA.V8.7.5 from WA.V8.7.1. The camera is connected to the Station device, and the NVR port is working properly. However, on the dashboard, both devices show as "Not Connected." There are some peculiarities in the settings that I find strange and I could use some advice on identifying any issues with the NBE units. Thank you, Don Bader.

I currently have an EdgeRouter ER-6P with the current firmware version 2.0.9 hotfix2. When accessing the router via SSH, I was prompted about a new bootloader available. The instructions asked me to enter the command "add system boot-image." Before proceeding, I checked the UniFi page for guidance. After entering the command, the process showed the installed bootloader and the one to upgrade to, then asked for confirmation which I accepted. However, the update failed during the writing process. I have not rebooted the router yet, fearing a loss of access. Any help would be greatly appreciated. Thank you.

Recently, I purchased a 16-port PoE switch, three U6 Lite units, and a Cloud Key G2 Plus controller, but I am having trouble with the setup. Here is my experience: 1. Initially, everything worked well after setting up the equipment and using the Android app to monitor the network and clients. 2. However, when I tried to change the U6 Lite IP addresses to static IPs, everything became chaotic. 3. Despite resetting the devices several times and reverting them to DHCP, I am unable to see the clients properly. The speed is reduced, connected devices' data is not visible, and my mobile shows "pending adoption" or "used by another controller," remaining in that state. 4. Also, I would like to disable the LED light on the U6 antennas, as one is always off while the others are consistently lit. 5. When attempting to connect to the controller, my Android phone indicates that it cannot find the console even after multiple attempts. The guides and manuals provided do not align with my experience. Could you please assist me with these issues?

I am reaching out for assistance with setting up a static IP connection to Comcast via Ethernet with a Gigabit connection. I need help configuring DHCP settings with a gateway of [redacted].[redacted].5.1, and a DHCP range of [redacted] to [redacted] on my EdgeRouter 12. I have successfully connected it to a Windows 10 computer and established the static input and DHCP output. However, I am facing difficulties in allowing the DHCP range [redacted]-[redacted] while keeping slots 1-99 open for devices with static IP addresses like servers. If a firmware update is necessary, I would appreciate guidance on how to perform it using a Windows machine. I have experience setting up systems with simpler routers like NetGear, but the EdgeRouter 12 documentation is proving challenging to follow. Any specific instructions or documents on this matter would be greatly helpful as I am on a tight deadline and aim to fully utilize the capabilities of the EdgeRouter 12. Thank you.

I require further assistance regarding RMA WRSB6AZ8SC, which involves a faulty mounting bracket with a spring-loaded locking device failure. The camera is fully operational, and only the bracket needs replacement due to miniature screws stripping from their mountings. The camera successfully alerted me about issues with my doorbell transformer power output. I kindly request the sole replacement of the bracket as instructed, without sending the entire camera for repair. I would appreciate prompt assistance regarding this matter as I have faced challenges obtaining the necessary directions after highlighting my specific need for the bracket replacement, not camera repair. Thank you.

I am experiencing connectivity problems with my Ubiquiti wifi system that was set up within the last 18 months. During a speed test, I noticed a significant drop in download and upload speeds in the area where the unit is situated. This is causing issues particularly in an AirBnB unit that is connected to my in-home server through a hardwired connection. Unfortunately, I am unable to locate any documentation regarding the installation or the receipt. The installers are based in St. George, Utah, with administrative work done in Cedar City, Utah. I am reaching out from Orderville, Utah. Could someone please advise on how to resolve this issue either by remote assistance or through another means?

--Urgent--- Hello, I am facing an issue with trying to remove a previous contractor's account from the system (Cloud Key Gen2, MAC address E0:63:DA:52:6C:E9). The option to deactivate the account is disabled as the user is listed as the owner. While accessing remotely via a public IP, I found out that it's not possible to delete the Owner account or transfer ownership. I have been advised to change the local Username and Password under the Account section in UniFi Protect, but unfortunately, I don't have the Owner's password. To resolve this, I was recommended to factory reset the device, create a new Owner account, and restore the configuration and database from a backup. I am seeking guidance on creating a new Owner account and restoring data from a recent backup. I believe setting up an IP address to connect to the backup server will be the initial step. Could you please provide me with detailed instructions for this process? Also, I'm curious if phone support is available in Australia. Thank you.

Hello, We recently acquired Rose Lifescience in Canada, and we are facing challenges with their IT consultant. To grant access to two of our team members, I need guidance on the necessary legal and other documents needed to override the consultant's account. If you look into Villagefarms financial news, you will note that we possess 70% ownership of the company. As the Vice President of IT for Village Farms, I have direct contact with the CEO. The situation might escalate swiftly, so I am reaching out for prompt assistance. Thank you, Bill Lowe

I submitted an RMA for a bridge, which was received as a two-bridge set in one box. I reached out via email before returning it to ask if I should only return the bridge part. I was instructed to send back the whole set as it was considered a kit. After returning both bridges with the radome, I received just one bridge without the radome. It has been challenging to reach tech support, and I feel like my requests are not being handled by an English-speaking person. Despite having sent both bridges back, I've been issued another RMA, yet I have nothing left to return. Currently, my site is operating on cellular because of the missing bridge. Additionally, other UI hardware I ordered in July has been delayed until May. Urgently needing my remaining bridge and two radome covers. Reference: Request #[redacted].

Hi there, I need to update my email address on file. I accidentally entered the wrong email as my new one and now I'm locked out as the new address doesn't exist for confirmation. My old email: [redacted] Wrong new email: [redacted] Correct new email: [redacted] Appreciate your assistance. Thank you. Best regards, Tobias Manten