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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 Protect support file

To generate a Protect support file on your web browser:

  1. Go to and log in to Protect with an Administrator account. For more information on user accounts, see UniFi Protect - Add and manage users.
    1. If you can't access Protect via, 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 > Device Controls and click Download Support File.

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


Enable SSH access if your UniFi OS Console is inaccessible

If your UniFi OS Console is unresponsive and you can’t access it through either or its IP address, you can access it with the command-line interface:

  1. Access your UniFi OS Console via SSH:
    1. For UDM Pro and UNVR, the default credentials are root / ubnt. You can also configure a custom SSH password in the UniFi OS settings. However, the username will always be root.
    2. For Cloud Key Gen2 Plus, the SSH credentials will be the same as those used to access the Cloud Key's management portal. By default, these credentials are ubnt / ubnt.
  2. Enter the UniFi OS shell by typing the command: 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: service unifi-protect restart

Get Protect application logs via SSH

To collect Protect application logs on a Cloud Key Gen2 Plus:

  1. Connect to the device via SSH using its private IP address. To do that:
    1. Find the device's IP address located on its display, or refer to its listing on the Clients page of your UniFi Network application.
    2. Use the username, root, and password you used to configure the device.
      1. If you initially configured UniFi Protect using the mobile app, then the password is likely the same one you use to access Protect remotely.
  2. Create an archive of all log files using the following command: 
    tar -czvf /root/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@[CloudKeyIP]:/root/logs.tar.gz ~/Desktop/logs.tar.gz
    2. For Windows, use Filezilla or WinSCP to connect using SFTP, then download the /root/logs.tar.gz file to your desktop or another preferred location.

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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