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UniFi Identity Enterprise - Troubleshoot One-Click WiFi and VPN Issues

2023-11-24 03:03:41 UTC

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.
  1. Open your Identity Enterprise mobile app.
  2. Tap the ellipse (...) in the WiFi section.
  3. Tap Personal WiFi Password > Password, followed by the Eyes icon to see your password.
  4. Click your PC’s WiFi icon and select your One-Click WiFi's SSID.
  5. Enter your UniFi Identity Enterprise account and personal WiFi password.
  6. Click Join.

I can't connect to the One-Click WiFi.

  • If you have recently been added to the UniFi Identity Enterprise site:
    1. 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.
    2. Confirm with an administrator that you have been added to the list of authorized One-Click WiFi users.
    3. Verify that your Identity Enterprise desktop application and mobile app are updated to their latest versions
    4. Restart the device. If the issue persists, connect manually by following these steps:
      1. 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.
      2. 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:
    1. Open your device’s Settings > WLAN menu and select “Other…” from the bottom of the WiFi list.
    2. 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.
  • If you are connecting to One-Click WiFi from a desktop:
      1. 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.
      2. Enter the WiFi SSID, select "WPA2 Enterprise" for Security, and then enter your UniFi Identity Enterprise account credentials into the corresponding fields.
  • 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.

Please submit feedback via the Identity Enterprise desktop application or mobile app to inform your workspace administrator. Depending on your platform, you can do this by:
  • 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

  1. 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.
      WGVPN1.png

  2. Go to System software from application ''Identity Enterprise'' was blocked from loading and click Allow.
    WGVPN2.png

  3. 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.
    WGVPN3.png

macOS 12 Monterey and Below

  1. 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.
      WGVPN2-1.png

  2. Click the Lock icon.
    WGVPN2-2.png

  3. Verify your identity using Touch ID or password and click Unlock to unlock the Privacy & Security settings.
    WGVPN2-3.png

  4. Go to System software from application ''Identity Enterprise'' was blocked from loading and click Allow.

WGVPN2-4.png

The message “Identity Enterprise Would Like to Add VPN Configurations” prompted on a macOS device

The Identity Enterprise app needs to add VPN configurations to allow VPN connections. Click Allow when the message below prompts. Once VPN configurations are added, all network activities on the device will be filtered and monitored when connecting to the VPN.
WGVPN3-1.png
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