UniFi Video is an obsolete product line.

This application and its related devices will no longer receive any manner of technical support, including functional and security updates. Additionally, there will be no further updates to Help Center content pertaining to UniFi Video.

ISP Wireless - Device Constantly Reboots or Resets to Factory Default Settings

This article describes possible causes for ISP Wireless devices that are continuously rebooting or resetting to factory default settings, and how to troubleshoot the issue.

Troubleshooting Constant/Recurring Reboots

Symptom: Upon logging into a radio that has experienced an Unexpected Reboot, you will be greeted by one of the following images.  This means the radio has restarted on its own to a Crash Reporter

In airOS versions v5.6.7+ (airOS M) and v8.0+ (airOS AC), a crash reporter was added to help track down unexpected reboot causes and report them to developers. 

airMAX AC:

mspaint_2018-11-16_13-12-17.png

airMAX M:

mspaint_2018-11-16_13-11-15.png

Troubleshooting Steps:

  1. Check Firmware: Confirm the radios are running the latest firmware. Find the latest firmware in our Downloads section or verify if there is an upgrade available in the airOS web UI under System > Firmware > Check now.
  2. Check PoE Source: Replace PoE source with a PoE that has been confirmed to be functioning well, as unstable power can trigger crash reports. Firmware versions earlier than 5.6.7/8.0 did not notify users of unexpected reboots.
  3. Check Ethernet cable and connection: Inspect and test the ethernet segment between the radio and PoE. Faulty ethernet connection can trigger unexpected reboots. Confirm that specific ethernet cable is working with other devices.
  4. If after checking steps #1 through #3 unexpected reboots are still being experienced, please submit the crash log report to our Tech Support Team, explaining you have followed and checked steps 1 through 3 of this article.

Troubleshooting Sudden Device Resets to Factory Default Settings

Unexpected device resets/factory default can often be caused by the following:

  • Short in the ethernet cable. To troubleshoot, inspect the cable, test it by changing with another one known to be working and remove if necessary.
    • Often related to water in the cable.  
    • Physically damaged cable 
  • End-user resetting via PoE Reset. To troubleshoot, disable the Reset button under airOS's System section as a test. 

    Note: All airMAX radios (excluding NanoStation5AC) have a remote reset circuit that allows you to factory default a radio remotely via the "Reset" button located on most Ubiquiti PoE injectors.  This works by applying a voltage to one of the data pairs.  While it is possible to disable the remote reset function on the System tab, this should only be used to verify the issue and not as a long-term fix.
  • Device connected to the airMAX radios ethernet port is faulty and applying a voltage to data pairs. This includes, but is not limited to: PoE injectors, PoE switches, or PoE voltage converting adapters. To troubleshoot, replace the connected device.
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