Cloud Gateways Switching WiFi Physical Security Integrations
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Cloud Gateways Switching WiFi Physical Security Integrations

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  1. Ubiquiti Help Center
  2. UniFi
  3. UID Enterprise
  4. Admin Guide - Legacy User Interface

Troubleshoot an Offline UID Enterprise Agent in the Legacy User Interface

  1. Check your network connection.
  2. Check the UID Enterprise Agent token:
    1. Sign in to your UID Enterprise Manager (https://[your workspace domain].ui.com/cloud).
    2. Go to SETTINGS > UniFi Consoles.
    3. Click UID Enterprise Agent Token.
    4. Check the token's expiration date.
    5. Select one of the following:
  3. Check your Allowed Public IP address:
    1. Sign in to your UID Enterprise Manager (https://[your workspace domain].ui.com/cloud).
    2. Go to SETTINGS > UniFi Consoles.
    3. Click a console to open the device details page.
    4. Check if the Allowed Public IP matches the site's UniFi Console IP address.
      1. If so, proceed to the next step.
      2. If not, edit the address so that it does.
  4. Troubleshoot the UID Enterprise Agent:
    • Fix the UniFi Console Public IP (for frequently changing public IPs):
      1. Sign in to your UID Enterprise Manager (https://[your workspace domain].ui.com/cloud).
      2. Go to SETTINGS > Security & Privacy > UniFi Consoles.
    • Modify the public IP address (if you've enabled Restrict UniFi Console Public IP):
      1. Sign in to your UID Enterprise Manager (https://[your workspace domain].ui.com/cloud).
      2. Go to Security > Network Zones >UniFi ConsolesIP Zone.
      3. Add your public IP to the IP zone.

  5. Run the following SSH commands to check if the UniFi Console is overloaded:

    For Dream Machines (UDM):

    ssh root@<IP Address>
unifi-os shell
top

    For CloudKeys (UCK) and Network Video Recorders(UNVR):

    ssh ubnt@<IP Address>
top
  6. Based on your load average results, select one of the following methods:
    • If your load average is above 4, restart your console:
      1. Go to your Console Settings > Console Controls.
      2. Click Restart.
    • If the load average is below or equal to 4:

    1. Check the UID Enterprise Agent's MQTT connection status with the following command. If the MQTT value is false, you must restart the UID Enterprise Agent.

      ssh root@<IP Address>
unifi-os shell
uid health
  7. Restart the UID Enterprise Agent:
    1. Go to UniFi OS > Applications > UID Enterprise Agent.
    2. Click the three dots next to the application icon.
    3. Click Stop > Start.
If the UID Enterprise Agent remains offline after troubleshooting, download your console's support file and send it to uid.support@ui.com. To download the support file: head to UniFi OS > Settings > Console Control > Download Support File.
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