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

  1. Check your network connection.

  2. 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:
  3. 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.
  4. 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.
  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 Cloud Keys (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 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
  7. 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.

If the Identity 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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