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

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.

• If you have recently been added to the UniFi Identity Enterprise site:

1. 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. 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. 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.

• Identity Enterprise desktop application: Click the Gear icon > Give Feedback.
• Identity Enterprise mobile app: Tap your profile picture > Feedback.

If the message “Click System Preferences and allow Identity Enterprise to load a new system extension” shows on your Identity Enterprise macOS app, but no window prompts after clicking System Preferences, please check if your device is enrolled in MDM. Also, check if your admin has deployed System Extensions MDM payload settings that restrict users from approving additional system extensions not explicitly allowed by configuration profiles. Please see Apple’s help article for details.

If the System Extensions MDM payload settings have been deployed, your admin can add the following configuration to your MDM settings.

• Team Identifier: 4P645293E8
• Bundle identifier: com.ui.uid.desktop.network-extension