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UISP - How to Find Logs and Report Bugs

Overview

Readers will learn how to obtain the support files from the UISP server and connected airMAX, airFiber, UFiber, and EdgeMAX devices.

NOTES & REQUIREMENTS:
  • Applicable to the latest UISP release and firmware versions of the devices listed in the article.
  • More information on the Ubiquiti Network Management System can be found on the UISP website.
ATTENTION: Make sure to only share the UISP server and device support files with trusted parties such as Ubiquiti employees.

Table of Contents

  1. Obtaining the UISP Server Support File
  2. Obtaining the Support File of EdgeMAX and UFiber Devices
  3. Obtaining the Support File of airMAX and airFiber Devices
  4. Reporting Bugs to the UISP Support Team
  5. Related Articles

Obtaining the UISP Server Support File

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The support info of the UISP server can be obtained through the UISP Web UI:

GUI: Access the UISP Controller Web Portal.

1. Navigate to the  settings.png  Settings > Maintenance > Support Info section to download the support file.

2. Optionally increase the log verbosity and time range and click on the Download Support Info button.

On self-hosted UISP installations, you can also obtain the support information files by accessing the server Command Line Interface (CLI) using SSH. Follow the steps below to obtain the support file using the CLI instead:

CLI: Access the Command Line Interface of the server using SSH.

1. Access the root user shell:

sudo su

2. Navigate to the /home/unms/data/logs/ directory:

cd /home/unms/data/logs/

3. Display and sort the contents of the /home/unms/data/logs/ directory by the newest first.

ls -lt

4. There will be a total of 12 different relevant log files (.log) and log file archives (.log.gz):

  • unms.date.log.gz
  • unms.string.log
  • ucrm.date.log.gz
  • ucrm.string.log
  • nginx.date.log.gz
  • nginx.string.log
  • netflow.date.log.gz
  • netflow.string.log
  • redis.date.log.gz
  • redis.string.log
  • rabbitmq.date.log.gz
  • rabbitmq.string.log

5. Use your favorite SCP client program (for example WinSCP or the macOS/Linux Terminal) to connect to the server and transfer the most recent (newest) copy of the files above from the /home/unms/data/logs/ directory to your computer.

NOTE: There will be multiple copies of the same log file (archive). Unless specifically requested, only transfer the most recent files.

When UISP is updated to a new version, a specific update log file will also be created/maintained. The contents of this log file are especially useful if the release version update process fails. The update log of the UISP server can be obtained through the UISP Web UI:

GUI: Access the UISP Controller Web Portal.

1. Navigate to the  settings.png  Settings > Maintenance > UISP section to download the update log.

2. If present, click on the Download Update Log button.

On self-hosted UISP installations, follow the steps below to obtain the update log using the CLI instead:

CLI: Access the Command Line Interface of the server using SSH.

1. Access the root user shell:

sudo su

2. Run the command below to display the contents of the log file:

cat /home/unms/data/control/command-update.log

3. Copy the terminal output to a separate text file on your computer or transfer the log file using SCP.

Obtaining the Support File of EdgeMAX and UFiber Devices

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The support info of EdgeMAX and UFiber devices can be obtained using the Web UI or Command Line Interface (CLI). Select your product below to view the details:

EdgeRouter
EdgeSwitch
UFiber OLT
EdgePower

Follow the steps below to obtain the support file from an EdgeRouter device:

GUI: Access the EdgeRouter Web UI.

1. Navigate to the System tab in the bottom-left of the Web UI to download the backup configuration archive.

2. Download the backup config file by clicking on the Download Support File button.

System > Download Support File

3. The EdgeRouter will prompt you to save the file on your computer.

Follow the steps below to obtain the support file using the CLI instead:

CLI: Access the Command Line Interface on the EdgeRouter.

Run the command below to display the tech-support output. You can either manually-copy paste the information or enable logging on your favorite SSH client program.

show tech-support

If you are only interested in the UISP related logs, then run the commands below instead:

tail -n 60 /var/log/unms.error
tail -n 60 /var/log/unms.log

Follow the steps below to obtain the support file from an EdgeSwitch, EdgeSwitch X (ES-X) or EdgeSwitch XP device:

GUI: Access the EdgeSwitch Web UI.

1. Navigate to the System Settings  settings.png  tab to download the support file. 

2. Download the support file by clicking on the  support.png  Download Support File button.

3. The EdgeSwitch will prompt you to save the file on your computer.

Follow the steps below to obtain the support file from the EdgeSwitch or EdgeSwitch X (ES-X) using the CLI instead:

CLI: Access the Command Line Interface on the EdgeSwitch or EdgeSwitch X (ES-X).

Run the command below to display the tech-support output. You can either manually-copy paste the information or enable logging on your favorite SSH client program.

show tech-support

For EdgeSwitch XP (ES-XP) devices, follow the steps below instead:

CLI: Access the Command Line Interface on the EdgeSwitch XP (ES-XP).

Run the command below to generate the support file and store it in the /tmp/ directory.

support /tmp/support /tmp/support.tar.gz

Use your favorite SCP client program (for example WinSCP or the macOS/Linux Terminal) to connect to the EdgeSwitch XP and transfer the file from the /tmp/ directory to your computer.

Follow the steps below to obtain the support file from a UFiber OLT device:

GUI: Access the UF-OLT Web UI.

1. Navigate to the System settings  settings.png  tab.

2. Download the support file by clicking on the  support.png  Download Support File button.

3. The UFiber OLT will prompt you to save the file on your computer.

Follow the steps below to obtain the support file from the UFiber OLT using the CLI instead:

CLI: Access the Command Line Interface on the UF-OLT.

Run the command below to generate the support file and store it in the /tmp/ directory.

sudo /usr/sbin/ubnt-make-support-file /tmp/support.tar.gz

Use your favorite SCP client program (for example WinSCP or the macOS/Linux Terminal) to connect to the UFiber OLT and transfer the file from the /tmp/ directory to your computer.

Follow the steps below to obtain the support file from an EdgePower device:

GUI: Access the EdgePower Web UI.

1. Navigate to the System tab to download the support file. 

2. Download the support file by clicking on the  support.png  Download Support Info button.

3. The EdgePower will prompt you to save the file on your computer.

Follow the steps below to obtain the support file from the EdgePower using the CLI instead:

CLI: Access the Command Line Interface on the EdgePower.

Run the command below to generate the support file and store it in the /tmp/ directory.

support /tmp/support /tmp/support.tar.gz

Use your favorite SCP client program (for example WinSCP or the macOS/Linux Terminal) to connect to the EdgePower and transfer the file from the /tmp/ directory to your computer.

Obtaining the Support File of airMAX and airFiber Devices

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The support info of EdgeMAX and UFiber devices can be obtained using the Web UI or Command Line Interface (CLI). Select your product below to view the details:

airMAX AC
airMAX M
airFiber
airCube

Follow the steps below to obtain the support file from an airMAX AC device:

GUI: Access the airOS Web UI.

1. Navigate to the System tab to download the support file. 

2. Download the support file by clicking on the  support.png  Download Support Info button.

3. The airMAX AC device will prompt you to save the file on your computer.

Follow the steps below to obtain the UISP logs using the CLI instead:

CLI: Access the Command Line Interface.

Run the commands below:

cat /var/log/messages
tail -n 60 /var/log/unms.log

Follow the steps below to obtain the support file from an airMAX M device:

GUI: Access the airOS Web UI.

1. Navigate to the System tab to download the support file. 

2. Download the support file by clicking on the Support Info: Download button.

3. The airMAX M device will prompt you to save the file on your computer.

Follow the steps below to obtain the UISP logs using the CLI instead:

CLI: Access the Command Line Interface.

Run the commands below:

cat /var/log/messages
tail -n 60 /var/log/unms.log

Follow the steps below to obtain the support file from an airFiber device:

GUI: Access the airFiber Web UI.

1. Navigate to the System tab to download the support file. 

2. Download the support file by clicking on the  support.png  Download Support Info button.

3. The airFiber device will prompt you to save the file on your computer.

Follow the steps below to obtain the support file from an airCube device:

GUI: Access the airCube Web UI.

1. Navigate to the Dashboard  dashboard.png  tab.

2. Download the support file by clicking on the  support.png  Download Support File button in the top-right of the Web UI.

3. The airCube will prompt you to save the file on your computer.

Reporting Bugs to the UISP Support Team

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If you encounter a bug when using the UISP platform, please use the Ubiquiti support request form to create a Zendesk ticket where we will help you solve the issue.

Related Articles

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UISP - Device Log Analysis

UISP - How to Back Up UISP

UISP - How to Restart UISP

UISP - CLI

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