Troubleshooting UniFi Access Device Adoption Issue

Step 1: Ensure the Access Application Is Up to Date

Navigate to Access application > Settings > Control Plane > Updates > select your console > Release Channel > Release Candidate.

• Update the Access application if it's not already on the latest version.
• Navigate to Access application > Devices > Click to Update.

Step 2: Ensure No Firewall Rules Are Blocking ICMP Traffic

Navigate to Network application > Settings > Policy Engine > Firewall.

Step 3: Ensure the UniFi Console and Access Devices Are on the Same VLAN

1. Navigate to Access application > Devices and check the Access device's IP.
2. Navigate to Network > UniFi Devices to confirm that the console and Access device are on the same VLAN.
3. (For all console models except UNVR and UCK-G2-PLUS) If they are on different VLANs, navigate to Access application > Settings > General > Network > All Networks.

Step 4: Connect all Access Devices Directly to the Console or Switch

Connect your Access Control Hubs and Access Readers directly to your console or switch using short, pre-made patch cables that have been confirmed to work.

Step 5: Ping the Access Device to Verify Connectivity

1. Enable SSH and note the SSH password in Site Manager > UniFi Console > Settings > Control Plane > Console > Advanced > SSH.
2. Run the following commands on a computer connected to the UniFi Console network. 

   ssh root@UNIFI_GATEWAY_LAN_IP
   ping UA_Device_IP

   Replace UNIFI_GATEWAY_LAN_IP with your console's LAN IP.
   Replace UA_Device_IP with the actual IP of the device experiencing the issue.
3. Take a screenshot of the result. 

Step 6: Download Device Support Files

• (If available) Access Control Hub support file: Navigate to Access application > Devices > select your hub > Settings > Manage > Download Support File.
• UniFi OS Console support file: Navigate to Access application > Settings > Control Plane > Console > Support File > Full > Download.

Step 7: Factory Reset and Adopt the Device

Factory resetting the device will erase all existing log files. Before proceeding, ensure that you have downloaded the support files.

1. Press and hold the reset button on the offline device for 10 seconds.
   • The device LED should turn steady white.
   • For Reader Pro, the screen should display: "This Reader Pro has not been set up."
2. Adopt the device in Access application > Devices > Click to Adopt.

Step 8: Contact Technical Support and Provide Relevant Information

If the issue persists, contact UniFi Access Technical Support via UI Account > Support. When submitting your request, be sure to include:

• The results from Steps 1 to 6.
• Confirmation of whether you have attempted Step 7, and whether the issue persists afterward.

Step 1: Verify PoE Connection and Port

1. If an Access Reader is not discovered, try a different PoE port on the Access Control Hub or connect it directly to the console or switch.
2. If an Access Control Hub is not discovered, try a different PoE port on the console or switch.
3. Try replacing the PoE cable with a short pre-made patch cable to rule out faulty connections.
4. Try replacing the PoE++ adapter. 

Step 2: Ping the Access Device to Verify Connectivity

1. Enable SSH and note the SSH password in Site Manager > UniFi Console > Settings > Control Plane > Console > Advanced > SSH.
2. Run the following commands on a computer connected to the UniFi Console network. 

   ssh root@UNIFI_GATEWAY_LAN_IP
   ping UA_Device_IP

   Replace UNIFI_GATEWAY_LAN_IP with your console's LAN IP.
   Replace UA_Device_IP with the actual IP of the device experiencing the issue.
3. Take a screenshot of the result. 

Step 3: Download Device Support File

UniFi OS Console support file: Navigate to Access application > Settings > Control Plane > Console > Support File > Full > Download.

Step 4: Factory Reset and Adopt the Device

Factory resetting the device will erase all existing log files. Before proceeding, ensure that you have downloaded the support file.

1. Press and hold the reset button on the offline device for 10 seconds.
   • The device LED should turn steady white.
   • For Reader Pro, the screen should display: "This Reader Pro has not been set up."
2. Adopt the device in Access application > Devices > Click to Adopt.

Step 5: Contact Technical Support and Provide Relevant Information

If the issue persists, contact UniFi Access Technical Support via UI Account > Support. When submitting your request, be sure to include:

• The results from Steps 1 to 3.
• Confirmation of whether you have attempted Step 4, and whether the issue persists afterward.