Troubleshoot an Offline UniFi Identity Enterprise Agent in the Legacy User Interface

Check your network connection.

Check the Identity Enterprise Agent token:

1. Sign in to your Identity Enterprise Manager (https://[your workspace domain].ui.com/cloud).
2. Go to SETTINGS > UniFi Consoles.
3. Click Identity Enterprise Agent Token.
4. Check the token's expiration date.
5. Select one of the following:

• Update an expired token. For details, see Update Your Identity Enterprise Agent Token.
• Troubleshoot an existing token. Follow the instructions below.
  

Check your Allowed Public IP address:

1. Sign in to your Identity 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.

Troubleshoot the Identity Enterprise Agent:

• Fix the UniFi Console Public IP (for frequently changing public IPs):
  1. Sign in to your Identity 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 Identity 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.

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

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

   ssh root@<IP Address>
   unifi-os shell
   uid health

Restart the Identity Enterprise Agent:

1. Go to UniFi OS > Applications > Identity Enterprise Agent.

2. Click the three dots next to the application icon.

3. Click Stop > Start.