UniFi Identity Enterprise - Troubleshoot One-Click WiFi and VPN Issues
One-Click WiFi
How to connect to One-Click WiFi when the Identity Enterprise desktop is not available?
You can use your personal WiFi password to connect to One-Click WiFi manually for any of the following conditions:
- The PC on which your Identity Enterprise desktop app is installed has no network connection.
- The Identity Enterprise desktop app is not installed on your PC.
- Open your Identity Enterprise mobile app.
- Tap the ellipse (...) in the WiFi section.
- Tap Personal WiFi Password > Password, followed by the Eyes icon to see your password.
- Click your PC’s WiFi icon and select your One-Click WiFi's SSID.
- Enter your UniFi Identity Enterprise account and personal WiFi password.
- Click Join.
I can't connect to the One-Click WiFi.
- If you have recently been added to the UniFi Identity Enterprise site:
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- Verify that One-Click WiFi has been enabled for your site, either by checking with the administrator or a colleague who is able to connect to it.
- Confirm with an administrator that you have been added to the list of authorized One-Click WiFi users.
- Verify that your Identity Enterprise desktop application and mobile app are updated to their latest versions
- Restart the device. If the issue persists, connect manually by following these steps:
- Click the ellipse icon (...) in the WiFi tile of your Identity Enterprise mobile app, then select "Personal WiFi Password". Jot down the network’s SSID name and your sign-in credentials.
- Enter the WiFi SSID, username, and password in your device’s network information:
- If you are connecting to One-Click WiFi from a mobile device:
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- Open your device’s Settings > WLAN menu and select “Other…” from the bottom of the WiFi list.
- Enter the WiFi SSID into the Name field, select "WPA2 Enterprise" for Security, and then enter your UniFi Identity Enterprise account credentials into the corresponding fields.
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If you are connecting to One-Click WiFi from a desktop:
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- Open your network settings. On Mac, for example, go to the System Preferences > Networks menu, then select "Join Other Network" from the Network Name drop-down.
- Enter the WiFi SSID, select "WPA2 Enterprise" for Security, and then enter your UniFi Identity Enterprise account credentials into the corresponding fields.
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- If you are still unable to join the One-Click WiFi network, disable the "Auto-Join" option on your computer or mobile device.
- If you keep receiving a "WiFi connection failed" message, clear out the UI certificates and try connecting again. For example, on macOS, you would do so by going to the Applications > Keychain Access > Sign-In > Certificates menu and deleting the "UI Server Certificate and UI Certificate Authority".
- If none of the steps above work, please contact your workspace admins.
One-Click VPN
I can't connect to the One-Click VPN.
- Identity Enterprise desktop application: Click the Gear icon > Give Feedback.
- Identity Enterprise mobile app: Tap your profile picture > Feedback.
The message “System Extension Blocked” prompted on a macOS device
The Identity Enterprise app needs a system extension to connect to Wireguard VPN. Follow the steps below to allow the app to load a new system extension.
macOS 13 Ventura
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Do either of the following:
- Click Open System Settings in the popup to go to the Privacy & Security page.
- Go to your Apple menu > System Settings > Privacy & Security.
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Go to System software from application ''Identity Enterprise'' was blocked from loading and click Allow.
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Verify your identity using Touch ID or password and click Unlock to unlock Privacy & Security settings and allow the Identity app to add a system extension.
macOS 12 Monterey and Below
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Do either of the following:
- Click Open System Preferences in the prompt to go to the Privacy & Security page.
- Go to your Apple menu > System Preferences > Security & Privacy > General.
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Click the Lock icon.
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Verify your identity using Touch ID or password and click Unlock to unlock the Privacy & Security settings.
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Go to System software from application ''Identity Enterprise'' was blocked from loading and click Allow.