Troubleshooting UniFi Access Device Adoption Issue

Step 1: Ensure the Access Application Is Up to Date

1. Navigate to Access application > Settings > Control Plane > Updates > select your console > Release Channel and select 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 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 and select All Networks.

Step 3: Factory Reset and Adopt the Device

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 4: 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.

Step 5: Contact Technical Support and Provide Support Files

If the issue persists, contact UniFi Access Technical Support via UI Account > Support. Be sure to include:

• 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 1: 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 and select All Networks.

Step 2: Factory Reset and Adopt the Device

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 3: Verify PoE Connection and Port

1. Use a short pre-made patch cable to connect the Access Control Hub directly to the UniFi Console and check for discovery.
2. If an Access Reader is offline, try a different PoE port on the Access Control Hub.
3. If an Access Control Hub is offline, try a different PoE port on the UniFi Console.
4. Try replacing the PoE cables to rule out faulty connections.
5. Try replacing the PoE++ adapter. 

Step 4: 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.

Step 5: Manually Retrieve Access Device Logs via SSH and Contact Technical Support

If the issue persists, collect device logs and contact UniFi Access Technical Support via UI Account > Support. 

1. Enable SSH in Site Manager > UniFi Console > Control Plane > Console > Advanced > SSH.
2. Open Terminal on your computer:
   • Windows: Press Win + R, type cmd, and hit Enter.
   • macOS: Press Command + Space, type terminal, and hit Enter.
3. Run the following commands:
   SSH into the console:

   ssh root@CONSOLE_IP

   Retrieve the device logs (Replace UA_Device_IP with the actual IP of the device experiencing the issue): 

   curl -k --location 'https://UA_Device_IP:8080/api/v2/logs' --header 'Authorization: Bearer ZSvKaf53ff7e3a6c286531d35ce0a1eab203c' > /data/Log.zip

   Export the device logs:
   • Windows:

     scp root@CONSOLE_IP:/data/Log.zip %userprofile%\\Downloads\\

   • macOS:

     scp root@CONSOLE_IP:/data/Log.zip ~/Downloads/

4. Send Log.zip to the UniFi Access Technical Support for further analysis.