Overview

Readers will learn how to obtain the Support File and other log messages from UniFi Dream Machine (UDM or UDM-Pro).

NOTES & REQUIREMENTS:

Applicable to the UniFi Dream Machine models (UDM/UDM-Pro).
Only follow the steps from this article if necessary and you have been instructed by a member of the Ubiquiti support team to download the Support File or other logs.
Support files contain sensitive data and should not be shared with anyone other than Ubiquiti support.

Introduction
Obtaining the Support File using the Web UI
Obtaining the Device Logs using SSH
Related Articles

Introduction

The diagram below shows an example setup where the wired and wireless clients are directly connected to the UDM/UDM-Pro and are using an IP address in the 192.168.1.0/24 range.

Example setup where a workstation is directly connected to one of the LAN ports on the UDM/UDM-Pro.

The UDM/UDM-Pro Support File and logs contain important device information and are useful when debugging or troubleshooting issues. The Support File can be downloaded by accessing the device using the Web UI and the logs can be obtained using the Secure Shell (SSH) protocol. See the UniFi - UDM: How to Login to the Dream Machine using SSH article for more information on how to log into the UDM/UDM-Pro using SSH.

ATTENTION: Support files contain sensitive data and should not be shared with anyone other than Ubiquiti support.

Obtaining the Support File using the Web UI

On the UniFiOS firmware (v1.6.4+ for the UDM-Pro and v1.7.0+ for the UDM), the Support File can be downloaded from the Settings > Advanced section. Follow the steps below to connect to the UDM/UDM-Pro in order to obtain the Support File and logs:

GUI: Access the Admin Web UI on the UDM/UDM-Pro.

1. Connect your workstation directly to one of the LAN ports on the UDM/UDM-Pro or to the Wi-Fi network on the UDM.

2. If the UDM/UDM-Pro is using the default LAN network settings, your workstation will receive an IP address in the 192.168.1.0/24 range.

3. Open a compatible web browser such as Google Chrome and navigate to the Admin Web UI at https://unifi or https://192.168.1.1.

4. Log in using your UI.com credentials.

5. Navigate to the Settings menu.

6. Select the Advanced tab and download the Support File.

7. Select Confirm to download the file and store it on your computer.

Obtaining the Device Logs using SSH

The logs on the UDM/UDM-Pro are stored in the /var/log/ directory and can be obtained using the Secure Copy Protocol (SCP) and Secure Shell (SSH) protocols. See the UniFi - UDM: How to Login to the Dream Machine using SSH article for more information on how to log into the UDM/UDM-Pro using SSH.

After enabling the service using the article linked above, you can connect to the SSH server (UDM/UDM-Pro) from your workstation.

CLI: Access the Command Line Interface on the UDM/UDM-Pro using SSH.

1. Open a SSH session using your favorite SSH/Telnet client program (for example PuTTY or the macOS/Linux Terminal).

1. Download PuTTY and open the putty.exe executable file.

2. Fill in the below settings and select Open.

Host Name (or IP address): 192.168.1.1
Port: 22
Connection type: SSH

NOTE: You can also connect to the unifi hostname instead of the IP address.

3. Accept the SSH security alert if prompted.

4. Login using the root user account and your previously configured SSH password:

Username: root
Password: <password>

1. Open the macOS Terminal by searching for Terminal in the Launcher or by navigating to the Finder > Applications > Utilities section.

2. Using the ssh command and specify the username of the UDM/UDM-Pro followed by the @ symbol and the IP address.

ssh <username>@<ip-address>

3. To connect to the UDM/UDM-Pro that is using the default 192.168.1.1 IP address and root username, run:

ssh root@192.168.1.1

NOTE: You can also connect to the unifi hostname instead of the IP address.

4. Accept the SSH security alert if prompted.

5. Enter your previously configured SSH password to log in:

Username: root
Password: <password>

2. After logging in, you can display the contents of the /var/log/ directory using the below command:

ls -l /var/log/ | grep messages

3. The logs are contained in a single or multiple messages files that are trailed by a number. For example:

# ls -l /var/log/ | grep messages
lrwxrwxrwx    1 root     root            22 Jun 18 05:49 messages -> /mnt/data/log/messages
lrwxrwxrwx    1 root     root            24 Jun 18 05:49 messages.0 -> /mnt/data/log/messages.0
lrwxrwxrwx    1 root     root            24 Jun 18 05:49 messages.1 -> /mnt/data/log/messages.1
lrwxrwxrwx    1 root     root            24 Jun 18 05:49 messages.2 -> /mnt/data/log/messages.2

4. The below commands can be used to display the contents of a single messages log file:

cat /var/log/messages
cat /var/log/messages.0
cat /var/log/messages.1
cat /var/log/messages.2

5. Or display the 60 most recent log messages with:

tail -n 60 /var/log/messages

6. Use your favorite SCP client program (for example WinSCP or the macOS/Linux Terminal) to connect to the UDM/UDM-Pro.

7. Using the macOS/Linux Terminal scp command to download all the log files from the /var/log/ directory:

scp root@unifi:/var/log/messages* ./

scp root@192.168.1.1:/var/log/messages* ./

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UniFi Video will reach end-of-support on December 31st, 2020.

UniFi - UDM: Dream Machine Support File and Logs

Overview

Table of Contents

Introduction

Obtaining the Support File using the Web UI

Obtaining the Device Logs using SSH

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