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UISP - How to Find Logs, Report Bugs & Device Log Analysis

Overview

Readers will learn how to obtain the support files from the UISP server and connected/managed Ubiquiti 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 & device support files with trusted parties such as Ubiquiti employees.

Table of Contents

  1. How to Find Logs & Report Bugs
    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. Obtaining the Support File of UISP Devices
    5. Reporting Bugs to the UISP Support Team
  2. Device Log Analysis
    1. Introduction
    2. Connection Error
    3. Connection Established and Closed
    4. Problem with AES Encryption
    5. Connection Error HS: ACCEPT Missing
    6. Connection Error with SSL
    7. Connection Terminated by UISP (While Establishing Connection)
    8. Connection Terminated by UISP (While Getting System Info)
    9. UISP Connector Can't Access Local Device Data
    10. How to Switch "udapi-bridge" to Verbose Mode

How to Find Logs & Report Bugs

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. Create a compressed archive of those files and save it in the /tmp folder.

sudo tar -cvjSf /tmp/uisp-logs.tar.bz2 /home/unms/data/logs

6. Use your favorite SCP client program (for example WinSCP or the macOS/Linux Terminal) to connect to the server and transfer the compressed files above from the /tmp directory to your computer.

NOTE: There will be multiple copies of the same log file (archive). If you want to make the archive smaller, only include 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.

Obtaining the Support File of UISP Devices

Devices from the UISP platform do not have their own Web interface. For that reason, the support info of those devices can be obtained using the UISP Mobile app, UISP Application (GUI), or Command Line Interface (CLI). Select your product below to view the details:

UISP Console
UISP Router
UISP Switch
UISP LTE

Follow the steps below to obtain the support file from a UISP Console device:

Mobile App: Access the device through the UISP Application.

1. Open your UISP Mobile app and look for the device on the Devices section in the Recent tab.

2. Tap on the device and wait for the connection to finish.

3. Tap on the More button (iOS) or the Options icon (Android) and you should see the Download support file option. Please note your UISP Console needs to have FW version 1.15.0-rc.1+.

GUI: Access the device through the UISP Application.

1. Navigate to the Devices view by clicking on the icon at the left-side panel, and locate the device in the list. It is possible to use filters and search options to make the search easier.

2. Click on the device and a right-side panel will open.

3. Click on the Manage tab and expand the download device info category.

4. Click on the Download Device Info link.

CLI: Access the Command Line Interface.

SSH is only available through the LAN port.
1. Log in through the SSH and then run this command:

# ubios-udapi-client get -r /system/support-file
{
 "file": "/tmp/support-file.2362_180d_141d_29da.tar.gz"
}

2. Use the scp command to download the file from /tmp folder.

Follow the steps below to obtain the support file from a UISP Router device:

Mobile App: Access the device through the UISP Application.

1. Open your UISP Mobile app and look for the device on the Devices section in the Recent tab.

2. Tap on the device and wait for the connection to finish.

3. Tap on the More button (iOS) or the Options icon (Android) and you should see the Download support file option. Please note your UISP Console needs to have FW version 1.15.0-rc.1+.

GUI: Access the device through the UISP Application.

1. Navigate to the Devices view by clicking on the icon at the left-side panel, and locate the device in the list. It is possible to use filters and search options to make the search easier.

2. Click on the device and a right-side panel will open.

3. Click on the Manage tab and expand the download device info category.

4. Click on the Download Device Info link.

CLI: Access the Command Line Interface.

SSH is only available through the LAN port.
1. Log in through the SSH and then run this command:

# ubios-udapi-client get -r /system/support-file
{
 "file": "/tmp/support-file.2362_180d_141d_29da.tar.gz"
}

2. Use the scp command to download the file from /tmp folder.

Follow the steps below to obtain the support file from a UISP Switch device:

Mobile App: Access the device through the UISP Application.

1. Open your UISP Mobile app and look for the device on the Devices section in the Recent tab.

2. Tap on the device and wait for the connection to finish.

3. Tap on the More button (iOS) or the Options icon (Android) and you should see the Download support file option. Please note your UISP Console needs to have FW version 1.15.0-rc.1+.

GUI: Access the device through the UISP Application.

1. Navigate to the Devices view by clicking on the icon at the left-side panel, and locate the device in the list. It is possible to use filters and search options to make the search easier.

2. Click on the device and a right-side panel will open.

3. Click on the Manage tab and expand the download device info category.

4. Click on the Download Device Info link.

CLI: Access the Command Line Interface.

SSH is only available through the LAN port.
1. Log in through the SSH and then run this command:

# ubios-udapi-client get -r /system/support-file
{
 "file": "/tmp/support-file.2362_180d_141d_29da.tar.gz"
}

2. Use the scp command to download the file from /tmp folder.

Follow the steps below to obtain the support file from a UISP LTE device:

Mobile App: Access the device through the UISP Application.

1. Open your UISP Mobile app and look for the device on the Devices section in the Recent tab.

2. Tap on the device and wait for the connection to finish.

3. Tap on the More button (iOS) or the Options icon (Android) and you should see the Download support file option. Please note your UISP Console needs to have FW version 1.15.0-rc.1+.

GUI: Access the device through the UISP Application.

1. Navigate to the Devices view by clicking on the icon at the left-side panel, and locate the device in the list. It is possible to use filters and search options to make the search easier.

2. Click on the device and a right-side panel will open.

3. Click on the Manage tab and expand the download device info category.

4. Click on the Download Device Info link.

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.

Device Log Analysis

Introduction

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This article is intended for users who would like to analyze their own device logs. The following sections describe some of the most common scenarios along with an explanation of how that issue will appear in the device log.

Connection Error

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Generic error

Sep 12 15:20:57 udapi-bridge[978]: connection error (XXX.YYY.ZZZ:443)

This is a generic network error which means that the device can't reach the UISP console (server). Check that the device can ping the UISP console (server) and that it can connect to UISP via WebSocket with SSL. There is a detailed tutorial on how to verify this in this help article. If the device in question is an EdgeRouter and it is being used as a gateway then it might be a problem with resolving the UISP hostname. See our UISP - Connecting Devices in Private IP Range article for more information on that.

DNS error

Jun 12 08:10:12 udapi-bridge[27679]: unms: connecting to XXX.YYY.ZZZ:443
Jun 12 08:10:12 udapi-bridge[27679]: connection error (XXX.YYY.ZZZ:443): getaddrinfo (ipv4) failed

This is an error in the DNS settings. It is necessary to check that all DNS settings (even secondary ones) are set up properly. 

Connection Established and Closed

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May 30 13:07:50 udapi-bridge[14170]: unms: connecting to XXX.YYY.ZZZ:443
May 30 13:07:50 udapi-bridge[14170]: connection established
May 30 13:07:50 udapi-bridge[14170]: connection closed

The device successfully connects to UISP, therefore, no network issue is present, but the connection is closed by UISP within a second or two. The most common cause is the AES key error. If you follow the AES key error troubleshooting guide but you are still getting the same error messages in the device log, search for IP/MAC of the affected device in the log. You should be able to find a specific reason for device disconnection. Either the device was sending data unreadable by UISP or UISP may be overloaded. 

Problem with AES Encryption

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2017-07-26 11:53:04 ERROR failed to decrypt AES-encrypted message
2017-07-26 11:53:04 ERROR failed to decode message from UNMS 

This error means that the AES key for the device does not match the AES key designated to it in UISP. There could be several reasons, but the most reliable solution, albeit the longest to configure, would be the following:

  1. Disable UISP and remove the UISP key in the device's UI.
  2. Click the delete button on the device in the UISP device list.
  3. Click the Add Device button in UISP and copy the UISP key to the clipboard.
  4. Paste the UISP key to the device and enable UISP.
  5. The device should now appear as connected in UISP.

Shorter solutions with possible disadvantages:

  • Remove the device from UISP, losing device statistics, backups, etc.
  • Use UISP Remote Discovery which fixes the AES key when the device is connected through it. This solution may be limited since some devices are not able to be discovered. 
  • If the device is present in UISP with the triangle error icon and the button 'Reset UISP key' you can use this button to automatically delete the device's AES key record from UISP and insert the generic UISP key into the devices. Immediately after this is done and the device is connected again a new AES key is generated for the device and recorded both in the device (as a device-specific UISP key) and in the UISP records. 

Connection Error HS: ACCEPT Missing

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Nov 15 22:43:17 udapi-bridge[1936]: connection error (XXX.YYY.ZZZ:443): HS: ACCEPT missing

There are two most common reasons for this error:

1. Incorrect UISP key

This error will appear when a device with a badly formatted UISP key tries to connect. An incorrect format could be caused by a forgotten space in the UISP key string or a non-standard character in front of it:

  • Correct:  wss//XXX.YYY.ZZZ:443+...

  • Incorrect:  -wss//XXX.YYY.ZZZ:443+...

There are several ways to incorrectly format a UISP key, so it is recommended that if this message appears in the log, to first identify which device is the cause, and then check its UISP key for any errors.

2. Error with a custom reverse proxy

This error only affects users that are using their own custom proxy between UISP devices. Those devices use WebSocket Secure connection (WSS) for communication with UISP, therefore the proxy must be configured to handle WebSocket communication with TLS properly on its public-https-port. See our example configurations for Nginx and Apache. UISP brings its own preconfigured Nginx server, so it is not necessary to place a custom HTTPS proxy.

Connection Error with SSL

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Sep  1 16:31:37 udapi-bridge[612]: connection error (XXX.YYY.ZZZ:443): lws_ssl_client_connect2 failed

This logline means that the device doesn't trust the UISP certificate. There could be multiple reasons for this situation:

  • A device has a wrong time and it'ss necessary to allow NTP service.
  • It is a generic error for the UISP certificate.

Connection Terminated by UISP (While Establishing a Connection)

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Sep  9 14:25:16 udapi-bridge[3300]: peer closed connection (status 1000): Connection terminated by UNMS while establishing connection.
Sep 9 14:25:16 udapi-bridge[3300]: connection closed

This error will appear when the device can reach UISP but UISP terminates the connection. It's typically followed by this error in the UISP log:

WS - problem with establishing connection from <ip of site>, unexpected data: Error: Unsupported state or unable to authenticate data)

In this case, the device returned something unexpected back to UISP. Please use the Ubiquiti support request form to create a support ticket. Please add the device support info so that we can identify the cause of this issue. 

Connection Terminated by UISP (While Getting System Info)

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Jul 28 22:26:41 dapi-bridge[459]: peer closed connection (status 1000): Connection terminated by UNMS while getting system info.

This error means that UISP can't connect with this device. It could mean that the device's model or firmware is not supported, or that there is a problem with parsing the device info. If you see this error, please use the Ubiquiti support request form to create a support ticket. We would like to know your device model, firmware version, and see the UISP logs and device support info.

UISP Connector Can't Access Local Device Data

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2017-08-06 00:37:55 ERROR recv(): socket closed
2017-08-06 00:37:55 ERROR failed to parse header
2017-08-06 00:37:55 ERROR failed to perform EdgeOS socket request
2017-08-06 00:37:55 ERROR connect(): Connection refused
2017-08-06 00:37:55 ERROR failed to initialize stats socket
2017-08-06 00:37:57 ERROR connect(): Connection refused
2017-08-06 00:37:57 ERROR failed to initialize stats socket

These error lines mean that the UISP connector (udapi-bridge) can't access the local device sockets and receive device statistics and read configuration. In this case, please send us your device support files. See the following section on how to retrieve more information from udapi-bridge in verbose mode.

How to Switch "udapi-bridge" to Verbose Mode

In some cases, it will be necessary to have more information than the one provided in a standard device log. To retrieve this information follow these steps:

  1. Disable the UISP connection in the device's UI.
  2. Copy the UISP key.
  3. Connect to the device via SSH.
  4. Run udapi-bridge manually and check its output by typing in this command:
sudo udapi-bridge -v UNMS-KEY
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