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UniFi Protect - Advanced troubleshooting methods

This article describes how and when to employ advanced troubleshooting methods, such as generating UniFi Protect or camera support files required for more thorough troubleshooting processes. It also details how to enable camera SSH access.

Generate a UniFi OS support file

To generate a UniFi OS support file:

  1. Go to unifi.ui.com and log in to your Console with an Administrator account. For more information on user accounts, see UniFi Protect - Add and manage users.
    1. If you can't access your Console via unifi.ui.com, you can also access your UniFi OS Console by typing its IP address into a web browser while on the same local network. You can use the Ubiquiti WiFiman app to find the IP address of your UniFi OS Console.
  2. Once logged in, click on the grid icon in the top-right corner of the screen, go to Settings > Advanced > Console Controls and click Download Support File.

Note: If you can't access your Console on your web browser, you will need to collect the support logs via SSH.

Enable SSH access for Protect cameras

To enable SSH access for a Protect camera:

  1. Access your UniFi OS Console via SSH. The username for SSH is root (assuming you’re running the latest releases), and the password can be set in UniFi OS settings.
  2. Enter the UniFi OS shell by typing the command (only for UDM/UDM-Pro):
    unifi-os shell
  3. Enter the following command to update the system packages and install Nano:
    apt-get update; apt-get install nano -y
  4. Type the command below to open the Protect configuration file using Nano, then allow editing:
    nano /srv/unifi-protect/config.json
  5. Edit the configuration file to allow SSH access:
    1. If the file is empty, add the following lines to the file:
      {
      "enableSsh": true
      }
    2. If the file is not empty:
      1. Type a comma ( , ) at the end of the “mbToKeepFree” line.
        (Note: If you don’t end this line with a comma, the configuration will fail.)
      2. Type “enableSsh": true on the following line, as shown below.
        { "ssl": {
        "crt": "/etc/ssl/private/cloudkey.crt",
        "key": "/etc/ssl/private/cloudkey.key"
        },
        "mbToKeepFree": 32768,
        "enableSsh": true
        }
  6. Press Ctrl+O followed by Ctrl+X to save the config.json file and exit Nano.
  7. Restart UniFi Protect by typing this command:
    systemctl restart unifi-protect

Get Protect application logs via SSH

To collect Protect application logs on a UniFi OS Console:

  1. Connect to the device via SSH using its private IP address. Use the username, root, and password you've configured in the UniFi OS settings (for SSH). You can find the device's IP address:
    1. On the console's LCM/Display.
    2. On the Clients page of your UniFi Network application.
    3. Ubiquiti WiFiman app.
  2. Create an archive of all log files using the following command:
    tar -czvf /data/protect-logs.tar.gz /srv/unifi-protect/logs/
  3. Download the archive to your computer:
    1. For macOS or Linux, use the following command:
      scp root@[ConsoleIP]:/data/protect-logs.tar.gz ~/Desktop/logs.tar.gz
    2. For Windows, use the following SCP example via cmd.exe:
      scp root@[ConsoleIP]:/data/protect-logs.tar.gz C:\users\%username%\desktop\protect-logs.tar.gz
      On some consoles (UCK-G2/UCK-G2-Plus), you can also use Filezilla/WinSCP to connect using SFTP, then download /data/protect-logs.tar.gz to your desktop or another preferred location.
  4. Remove the archive we created earlier in Step 2 to free up disk space (via SSH):
    rm /data/protect-logs.tar.gz

Related articles

UniFi - How to establish a connection using SSH
UniFi - Accounts and Passwords for Ubiquiti, UniFi OS and UniFi Devices

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