Ubiquiti Networks Customer Service Issues

I am using a NanoBeam ac bridge that is operational. Recently, I attempted to connect a Unifi Switch 8 60w managed PoE to the setup. Upon plugging the NanoBeam into the PoE port of the switch, the light turned yellow, but I faced difficulty in establishing a data connection. I then reverted the NanoBeam connection to the original NanoBeam power PoE block provided, and connected the LAN to the Switch, which resolved the issue and everything functioned correctly. I am curious as to why the UniFi Switch 8 60w cannot adequately provide PoE for the NanoBeam in this configuration.

I keep receiving the "adoption failed" message in the UniFi Network Controller software on Windows when trying to connect the security gateway. Even after attempting a reset, I still cannot remove the entry in the controller software. I am unsure if this issue is stemming from a bug in the controller software or if the security gateway itself is damaged. I purchased the gateway from the European store on December 11, [redacted]. I hope there is a solution to resolve this problem. Thank you in advance for your prompt assistance. Best regards, Ronald Ernecker Austria

I have a Ubiquiti AmpliFi HD router with two mesh points that has been in use for about three years. My ISP-contracted bandwidth is 15 Mbps download and 5 Mbps upload, as confirmed by them on-site. They tested the input of the Amplifi and got 50-60 Mbps, but the output is consistently only 5 Mbps for both download and upload since I got the unit. Despite trying to contact tech support, I haven't been able to reach them. Any advice on how I can resolve this would be greatly appreciated. Thank you.

I have observed that my Ubiquiti AmpliFi HD with two mesh points is only passing through 5 Mbps of data, even though my ISP provides 50-60 Mbps. The ISP confirmed this using testing with an ethernet cable. The contract is for 15 Mbps download and 5 Mbps upload. The issue has persisted for around 3 years since it was set up. Wireless tests also show a consistent 5 Mbps speed. I was not able to reach phone tech support and am re-submitting my request due to an error in my email information. Any advice on how to resolve this problem would be greatly appreciated.

I recently set up the UniFi UNVR with OS version 2.3.10 and two G4 Dome cameras. Everything is running smoothly; however, I'm running into issues with the UniFi Protect app. I realized there was a separate app after the setup was complete. When trying to connect to the app, it struggles to find devices, especially the UNVR appliance. Even when it does detect it, I encounter difficulties selecting the correct status of the device light. I attempted to seek support through the live chat on your website, but I was unable to connect.

I have downloaded and installed the latest controller software on my PC. I have three UAP-AC-PROS that I am trying to configure, one at a time. My controller has detected the first UAP I am trying to set up, but it is failing to adopt it successfully. Under the status bar, it keeps switching from "Adopting" to "Offline." I want to set separate SSIDs, passwords, static IPs, and define the subnet mask and default gateways for my Access Points. I am using them for Remote Desktop sharing on a lighting network I have set up. For this application, I do not need or want these access points to be connected to the internet. I simply need to configure them to my specifications so that I can connect my two PCs to the same access point for Remote Desktop. Basically, I want to configure them to my static settings and then leave them alone. I would really appreciate your help with this. Caleb S.

Hello, We are an educational institution, Le Bèrange College in Baillargues [redacted]. We purchased two Wi-Fi units that were installed by our service provider, COGITIS. One unit was configured correctly and is working, but the other is malfunctioning. According to COGITIS, the unit is defective and needs to be replaced. The report with details on the issue is as follows: The handling of your request requires additional information from your side: Intervener initials / Date: PBD - 08/02/22 Diagnosis / Internal observations: During the week of January 17, Matthieu came to the college to carry out the operation of the Unifi Wifi units. We were able to integrate the units directly into the Unifi software on the college's MGMT. We adjusted the IPs of each unit: B002_BW01_Techno ([redacted].19.84.[redacted]) and E001_BW01_CDI ([redacted].19.84.[redacted]). We then modified the ports where the units should be located: - For the technology room (B002_BW01_Techno) RG.H29 (Vlan Management Untagged and Vlan wifi-pedago and guest vlan tagged). - For the CDI room (E001_BW01_CDI) RG.H29 (Vlan Management Untagged and Vlan wifi-pedago and guest vlan tagged). We tested the connection with a smartphone, which worked, and we had internet access. Everything seemed to be functioning well, with the units correctly configured and broadcasting the guest network. However, a few days later, a problem arose. The "B002_BW01_Techno" unit works for 30 seconds and then continuously cuts off, whereas the CDI room unit "E001_BW01_CDI" functions properly. When we swapped the units' locations, the issue persisted. Additionally, when placed in a different environment, the SSID emitted is "err nvram 0x10" (see attached document). Could you please contact Unifi support to inquire about the possibility of replacing this unit? Is it feasible to exchange the unit so that our provider can install the new hardware? THANK YOU Best regards, Pierre Fernando Technical Agent Building Manager Prevention Assistant GSIC Referent [redacted] Le Bérange College [redacted] Baillargues

Hello, I have been eagerly anticipating the availability of the Access Point Wifi 6 Mesh in Spain. I signed up to be notified via email once it is in stock. However, it has been over three weeks, and I have not received any updates. I am concerned about potential delays extending beyond a few months given the current circumstances. I am interested in purchasing two units but cannot wait until mid-year. I would appreciate an update on the situation. Thank you.

Hello, I am reaching out to inquire about technical services available in Spain. I have multiple networks equipped with Unifi UAP-AC-Pro devices and I am seeking detailed guidance on configuring them for sites with 6 to 8 devices each. Additionally, I am interested in setting up remote access to all networks via a cloud-based application to avoid the need for physical visits to clients with a laptop. Thank you. Regards, S. Agudo.

Hello Ubiquiti Support, We are reaching out to seek guidance on setting up a Wi-Fi solution to offer internet access to tourists in Greenland. With approximately 45,[redacted] passengers visiting our town via 40 cruise ships this summer, we aim to provide internet connectivity outdoors. Our town has 3,[redacted] residents and access to a fiber network with speeds up to 1,[redacted] Mbit per router. We are interested in using Ubiquiti products and would appreciate assistance in selecting the best setup to meet our requirements. We are eager to purchase the necessary hardware quickly from a local webstore. For further assistance, we can provide additional information. Our town can be viewed on Google Maps at the following link: [redacted]. We look forward to your prompt response and are available for a video meeting. Best regards, Freddy & Mansi from Qaqortoq Greenland

I believe there might have been a miscommunication. I have detailed my purchase history and product numbers explicitly, having invested time, energy, and money. Despite that, it seems there might be an oversight on the company's end. I am disappointed by the lack of response and resolution from your company regarding my purchase. I expect the Brand New Working Product I paid for, not hot air. I will escalate this matter to my bank as the items received do not match the description. Kindly contact me using the provided information to address this issue promptly.

I am looking to configure an Edgerouter X12 router with two Edgeswitch X24 switches using VLANs. I want to segment the switches connected to the router with various VLANs to enable communication across the defined VLANs. I need guidance on setting up trunk ports between the router and switches to link specific network segments. I believe I have the correct trunking solution in place, but I require validation on setting the PVID and VID on each router port linked to a switch. Currently, the PVID for each segment matches its VLAN number (e.g., VLAN 2 for network [redacted].[redacted].2.0/24). The router port connecting to the switch is configured as a trunk. I would appreciate more details on setting up trunk ports connecting an Edgerouter X12 to an Edgeswitch X24. If there is phone tech support available, I would like to speak with a technician regarding this matter. Thank you.

I own an M2 Nano Station with an XW chipset that I bought to connect as a long-range WiFi client to AT&T WiFi 800ft away. Despite trying various tutorials and tips from forums, I cannot access the internet. I can join the network, but I have no WiFi access. I have not attempted to disable Airmax due to the chipset and firmware limitations, so I need assistance with rolling back the firmware. The tech support number provided is not working, as calls are not being taken currently. Is there an alternative number for tech support? If not, please remove the non-functioning number. Thank you. - R.H.

I am experiencing difficulties adopting my UniFi AP Pro access points into the network. Despite successfully adopting 2 APs, the remaining 8 are not being adopted. I have attempted multiple adoption methods, including factory resets, SSH connections, and configuring fixed IP addresses, but have not been successful. The default IP address ([redacted].[redacted].1.20) for all 8 APs is causing accessibility issues. I tried leveraging the management console to copy configurations but to no avail. Even after trying to force adoption, create fixed IP addresses, and various login attempts, I am still unable to adopt them. I am unsure of any other options to troubleshoot this issue. Any recommendations, guidance, or referrals would be greatly appreciated.

Hello, I am encountering an issue at my residence in Switzerland with a UAP-AC-PRO with Firmware 6.0.21. The device is linked to a fiberglass router and is powered by an original PoE injector. I am attempting to use this device as a standalone unit and have been configuring it using the UniFi Network app on iOS. Everything proceeds smoothly until the final step, during which it should connect to the newly established wireless network. Unfortunately, I receive an error message stating that the device is unable to connect to the wireless network. When I check on my iPhone, the newly created network is not detected. The individual who sold me the device has a Ubiquiti Dream Machine and theirs functions properly. My son has a standard cable router and utilizes your AP lite version, which has been functioning fine for over a year. When I provided him with my Pro Version device, he also did not detect any wireless network being broadcasted. I have already attempted resetting the unit numerous times and exploring different solutions to no avail. It seems to operate only with the Dream Machine. I have also tried adopting the device using your Windows software, but I still do not observe any wireless network being broadcasted. Initially, I suspected that the issue was due to my fiberglass router, but the device did not work at my son's place with a regular cable router either. I can see an IP address assigned by my router, indicating that aspect is functional. Could you please assist me with this matter? Thank you. - Adriano Tomasella

To whom it may concern, I am Ned from AIS Security in Norcross, GA. I am working on a project that involves installing 10 cameras in a parking lot with 4 UBNT LBE-5 AC GEN2 airMAX wireless bridges placed throughout. At the head end, there is one UBNT AMO-5G-13 airMAX Rocket AC light omnidirectional antenna. After installing on Friday, I am facing issues as I cannot see the LBE-5-AC-GEN2 wireless antennas. Could someone please provide me with the correct programming for the UBNT LBE-5 AC GEN2 and guidance on programming the UBNT AMO-5G-13 airMAX Rocket AC light antenna? I have tried troubleshooting on my own without success, and I would greatly appreciate any assistance in setting them up.

I have four AirFiber 60 LR antennas set up in a network configuration. The first antenna, labeled "CORE," is the master access point connected to a corporate switch and aimed at the "EAST TOWER" antenna. The "EAST TOWER" antenna connects to the "WEST TOWER" antenna via CAT 6 cable, which in turn beams to the "LOADERBARN" antenna located 8km away. Despite having excellent signal strength and impressive speed tests and ping rates from CORE to LOADERBARN, the laptop plugged into the LOADERBARN injector cannot communicate with anything on the network. The laptop does not obtain an IP address from the DHCP server through the antennas, and even manually assigning IP, gateway, and DNS addresses does not resolve the issue. I am unsure if the problem lies with the injector or if there is a simple configuration oversight. Thank you for any assistance.

I have had three UAP AC Pro units installed in my home for the past 5 years. I would like to add another UAP AC Pro WAP, but I am unable to log in to any UniFi product due to an incorrect username/password combination. I had written down the login details, but they do not seem to be correct. I did not have the need to access the console in the past 5 years as the system worked flawlessly. I recently upgraded my laptop, prompting the need to log in again. I have tried resetting the password following the instructions provided, but it does not recognize the username. I am hesitant to factory reset as it may introduce new issues. The original username I set up is 'chowdhry', and the associated email is [redacted] I would greatly appreciate your assistance. You can contact me at [redacted] or via email at [redacted] Thank you, A.C.

I recently purchased a UniFi Flex XG managed switch primarily for its 10Gbe capabilities. My intention is to connect the OWC dock with 10Gbe to my M1 MacBook Air to the UniFi Flex XG (10Gbe) and then connect the UniFi Flex XG to my new Synology [redacted]+ NAS, which also supports 10Gbe, using Cat 6A Ethernet cables. I attempted to set it up by following the instructions from the QR code provided. I powered up the UniFi Flex XG, connected two computers using Cat 6A Ethernet cables, and then connected the UniFi Flex XG to one of the open Ethernet ports on my Eero mesh router in the same room. Despite downloading the UniFi Network app and enabling Bluetooth as instructed, the app on my phone, connected to the Eero Wi-Fi network where the UniFi Flex XG is wired, fails to detect the switch. I tried troubleshooting by connecting to the original gateway Eero router linked to the modem and ensuring proximity to the UniFi Flex XG, but the UniFi Network app still could not find the switch.

We have an Edgerouter 12 that loses time and resets to [redacted] when the power goes out. We set up a PC as an NTP server, but the router does not seem to identify it. We are uncertain about what address should be entered under GATEWAY, NAME SERVER, and DOMAIN NAME fields. We have "AUTOMATICALLY UPDATE" checked under NTP settings. Currently, we entered the PC's IP ADDRESS in the NAME SERVER field, but we are unsure if this is correct. Is it feasible to configure the PC as an NTP server that the Edgerouter will recognize?