Getting Support Files and Logs

It may be necessary to provide support files to the UI Support Team when troubleshooting issues. These contain detailed logs and information about what is happening on your UniFi system. Although sensitive information is generally removed, we do not recommend sharing these publicly.

UniFi Console Support Files

If you have a UniFi Console, such as a Dream Machine or CloudKey Gen2+, follow these steps to download your support file.

In UniFi Site Manager, select UniFi OS. Navigate to Control Plane, scroll to Support File and select Download.

Official UniFi Hosting Support Files

If you have a self-hosted UniFi Network application running on a computer or server, follow these steps to download your support file.

In UniFi Site Manager, open UniFi Network and navigate to Settings > System > Advanced > Download Network Support File.

Enabling Remote Device Logging

Remote device logs provide more detailed information that can be useful to UI's team of Support Engineers.

If you are asked to enable remote logging, open UniFi Network and navigate to Settings > System > Advanced. Scroll to Remote Logging Location and select Network Application. This ensures that the remote logs will be included with the generated support file.