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UNMS - Cloud Troubleshooting

 

This article lists the most common issues encountered by users when using the free UNMS Cloud accompanied by the recommended steps to solve them.

User Tips: Check the Ubiquiti System Status page to determine if there is an outage or if the UNMS Cloud service is running.

Forgotten Password

It is important to distinguish between the password of the UNMS Cloud instance (<your hostname>/unmsapp.com) and the UNMS Cloud Access Portal (cloud.unms.com). The Access portal is where the Cloud instance is managed and it uses the Ubiquiti SSO credentials (the same credentials which are used to access Ubiquiti community forums).


UNMS Cloud instance passwords can be managed by clicking on the Manage UNMS users icon located at the bottom of the page.
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This will open a popup window with a list of UNMS users present in this UNMS Cloud instance. 
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Select the user that needs a password reset and click on the three-dot menu on the right. An option to reset the password will appear. The same method can be used to disable two-factor authentication (2FA).

The Controller is Missing

If there is no controller when the UNMS Cloud Access Portal is opened and there is no record of any UNMS instance, do not worry. We keep data backups for at least a month. Please write an email to support@unms.com, provide the hostname of the instance and the Ubiquiti community username and we will recover the instance to the state before it shut down.

The Controller is Stuck in a Restarting Loop

There may be several causes for this, but there is no reason to worry. Cloud data is backed up on UNMS servers for at least a month. Please write an email to support@unms.com, provide the hostname of the instance and the Ubiquiti community username and we will make sure the UNMS instance runs again.

The Controller is Missing Devices

There is a minimal number of active devices that need to be connected to each free UNMS Cloud instance in order to keep it active. When the limit is not fulfilled, that instance is suspended. If you are seeing this warning, it should be enough to add active devices to make it go away. There is a system of automatic email warnings in place which will notify users before their UNMS instance is suspended. If the instance has been suspended and users which to activate it again, the UNMS team will save the data for a few months so users can retrieve them by sending an email to support@unms.com. 

After logging in, there is a "UNMS is starting" message with a picture of a rocket

This means the UNMS instance is having some issues to start. If you see this for a prolonged period of time please contact our support at support@unms.com and let us know the hostname of the instance. We will analyze and fix the situation.

Any other issue

If there is an issue we did not list here, feel free to contact us by submitting a request in help.ui.com. Select the options of technical support and for product line select ISP / UNMS > UNMS > UNMS Cloud. Feel free to attach screenshots (ideally of the whole screen) since they are often useful to give us a clear idea of the situation at hand, and as much description as possible.

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