UniFi Identity Enterprise - Troubleshoot WiFi Issues and FAQ

Issues

• One-Click WiFi is frequently disconnecting or cannot establish a connection.
• One-Click WiFi shows "Connected" but there is no internet connection.
• The One-Click WiFi network does not appear on the WiFi list of your desktop or mobile device.

Resolutions

Follow the steps below in order:

1. Make sure that your Dream Machine Pro or Dream Machine SE (skip if using a Dream Machine) is connected to the switch and UAP, and that all devices are adopted in the UniFi Network application. Go to the application's Devices section to confirm the device status is Connected.

2. Make sure the UniFi Console and Identity Enterprise Agent are online and connected:

   • On your Identity Enterprise Manager, go to Services > One-Click WiFi > Sites, click the site where the WiFi issue occurred, and go to Console to check if the console is online.
     • A green icon indicates the console is online.
     • A gray icon indicates the console is offline.

3. Make sure One-Click WiFi has been assigned to the user and current site.

4. Make sure an IP address is assigned after connecting to One-Click WiFi. If no IP address is assigned or there are not enough IPs assigned, go to the UniFi Network application and change the subnet the LAN settings in Settings > Networks > LAN > Advanced to disable "Auto Scale Network". Then find the subnet on Gateway IP/Subnet.

5. Make sure the user is listed in the UniFi Network application > Settings > Advanced Features > click on the RADIUS profile > RADIUS Users. If the user is not there, click Create New RADIUS User and follow the on-screen instructions.

6. Make sure the One-Click WiFi password on the user's Identity Enterprise mobile/desktop app is the same as the password in the RADIUS Users settings. Click on the user to see its password and other settings.

7. If you have confirmed all the steps above and the user still cannot connect to One-Click WiFi:

   1. Download the support file by going to UniFi OS > Settings > System > Console Control > Download Support File.
   2. Contact uid.support@ui.com for further assistance.

If your issue is resolved, please submit your feedback on the Identity Enterprise mobile app by clicking on your profile picture > Feedback or on the Identity Enterprise desktop app by clicking on Settings > Give Feedback.

UniFi Access Point Groups (AP Groups) allow admins to group APs and specify the APs to broadcast a WiFi network. An AP Group can contain up to 4 SSIDs by default. If the number of your WiFi has reached the limit, you can create a new AP group or delete an existing WiFi in the UniFi Network application.

Note: Make sure Wireless Meshing is disabled. See Modifying existing wireless uplink connections for details.

1. Go to your Network Application > Settings > WiFi and select an existing WiFi:
2. Do either of the following:
   • If you want to keep the WiFi and create a new AP group:
     1. Click Create New Group.
     2. Specify the Broadcasting APs Group Name.
     3. Search and select the APs which are not used for broadcasting.
     4. Click Save Changes.
     5. In the Broadcasting APs field, untick the "All APs" group and then tick the new AP group.
   • If you want to delete the WiFi:
     1. Select a group in the Broadcasting APs field.
     2. Click Remove.
3. Enable One-Click WiFi in your Identity Enterprise Manager.
   1. Sign in to your Identity Enterprise Manager (https://[your workspace domain].ui.com/cloud).
   2. Go to Services > One-Click WiFi > Click to Enable.

1. SSH into your UniFi Console.

ssh root@UDM_IP

2. Obtain the WiFi list with the curl command.

curl http://localhost:8081/v2/api/site/default/uid/wlan |jq '.[] | {_id:._id,name:.name}'

3. Copy the command below and replace {wifi_id} with the ID of the WiFi you wish to delete.

curl -X DELETE http://localhost:8081/v2/api/site/default/uid/wlan/{wifi_id}