UniFi Identity Enterprise - Export Support Files

A support file contains detailed logs and information regarding your UniFi Identity Enterprise status and system. It may be necessary to provide support files to the UniFi Identity Enterprise technical support team when contacting them.

Identity Enterprise Mobile App

Export the support file in your Identity Enterprise mobile app > profile picture > Export Support File and send it to the UniFi Identity Enterprise technical support team under any of the following conditions:

  • When you cannot unlock doors but this feature is working fine on other devices.
  • When you cannot connect to One-Click WiFi or One-Click VPN but these features are working fine on other devices.

This type of support file contains the following information:

  • Model and OS version of the device on which the Identity Enterprise mobile app is installed.
  • Logs showing that connection to One-Click WiFi/One-Click VPN failed.
  • Logs showing that One-Click WiFi/One-Click VPN is disconnected.
  • Logs showing that doors could not be unlocked or opened.
  • Logs showing that the assigned camera view could not load.

Identity Enterprise Desktop App

Export the support file in your Identity Enterprise desktop app > Gear icon > Export Support File and send it to the UniFi Identity Enterprise technical support team when you cannot connect to One-Click WiFi or One-Click VPN but these features are working fine on other devices.

This type of support file contains the following information:

  • Model and OS version of the device on which the Identity Enterprise desktop app is installed.
  • Logs showing that connection to One-Click WiFi/One-Click VPN failed.
  • Logs showing that One-Click WiFi/One-Click VPN is disconnected.

Identity Enterprise Agent

Export the support file of your Identity Enterprise Agent and send it to the UniFi Identity Enterprise technical support team when configurations or changes are not synced from the cloud to local devices, such as UA Hubs, UAPs, and UniFi Consoles.

You may also need to provide the support file to the support team if:

  • You cannot unlock doors.
  • You cannot connect to One-Click WiFi/One-Click VPN.
  • UA Hub cannot lock doors.
  • Identity Enterprise Agent cannot connect to AD/LDAP server.
  • Identity Enterprise Agent cannot detect or adopt UA devices.

Go to your UniFi OS > Applications > Identity Enterprise > Identity Enterprise Agent Support File and click Export Support File.

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