Please follow the steps here for troubleshooting steps if you are using the web version of the Network application via unifi.ui.com. If you are self-hosting your Network application (Windows / mac OS / Linux), please follow the troubleshooting instructions below.
1. Update your mobile app to the latest version.
2. Power-cycle your server or self-hosting device.
3. Update your self-hosted UniFi Network application to the latest version.
4. Sign in locally with a web browser in order to disable then re-enable Remote Access.
a. Log in, then go to: Settings > System Settings > Administration > Remote Access.
5. Check for any firewalls on your hosting platform or network. They may be blocking necessary ports (e.g., UDP 3478, TCP/UDP 443, and/or TCP 8883) required for remote connectivity. Refer to this article for all port requirements.
6. Ensure that you have the 64-bit version of Java 8 installed. If you have 32-bit Java, please update to the 64-bit version. You should also make sure this is not blocked by your firewall.
7. Delete and reinstall your mobile app.
8. Contact support. You can expedite your request by doing the following prior to your agent interaction, as they will ask if you are able to:
a. Connect to your mobile app locally (i.e., your mobile device is on the same WiFi network as the application you’re accessing).
b. Connect to your mobile app remotely (i.e., your mobile device is connected to a different WiFi network than the application you’re accessing, or you’re using cellular data to access it).
c. Connect to the application remotely with a web browser at unifi.ui.com.
d. Connect to the web application locally with your console’s IP address.
e. Download a copy of your UniFi OS Console’s support file by going to: Settings > Advanced > Download Support File
f. Include your results from steps (a)-(e) in the description of your support request.