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UniFi - Troubleshooting UniFi Device Connectivity

2023-09-23 08:43:47 UTC

This article discusses best the practices for troubleshooting UniFi devices that are 'Offline,' or that do not appear in the UniFi management interface. If clients still have network/Internet connectivity through an offline switch or AP, then skip ahead to step (3).

Check Device Connectivity

1. Check your device's LED light. 

  • Does Not Turn On: See Troubleshooting an Offline Device to continue.
  • Flashing White-Blue-Off: Proceed with Recovery Mode.
  • Blue and Flashing Off Every 5s: Your device does not have connectivity with your network. Continue to step (2).

See LED Statuses for a complete list of LED indicators.

2. Make sure your device is receiving an IP address.

You can check if a device is receiving an IP address by viewing IP leases within your DHCP server. If you have a UniFi Gateway, this is found in Settings > Networks > IP Leases.

If you do not have a UniFi Gateway, or do not know how to check IP leases in your DHCP server, use one of the following methods.

Direct Connection (Recommended)
  1. Unplug your offline UniFi device.
  2. Connect a laptop or PC to your network using the same cable and port used with the UniFi device.
  3. Check the IP address of the device. This is often located in its Network Settings or IP Configuration.
  4. If there is no IP address, or it has an APIPA address (e.g., 169.254.xxx.xxx), then you will need to troubleshoot why an IP address cannot be received. See the bullets below.
  5. Try to connect to the internet. If there is no internet connectivity, this is likely another sign that you should review the bullets below.
WiFiman App
  1. Download the WiFiman Mobile App (iOS / Android).
  2. Connect your mobile device to a WiFi that is associated with your UniFi setup. 
    • Note: Without a UniFi Gateway, the following step will only detect devices connected to the same network/VLAN that is associated with the WiFi being used.
  3. Look for the UniFi device in the Discovery tab. If your UniFi device is not displayed, or it has an IP address of 192.168.1.20, see the bullets below.

If your UniFi device fails to receive an IP address (or it receives the 192.168.1.20 fallback IP address), this is often related to one of the following:

  • The device is not actually plugged into the local network via a LAN port. This is most common for users connecting their devices to a router or modem from their Internet Service Provider.
  • Incorrect switch-port tagging and Primary (Native) Network configuration. Click here to learn more.
  • Incorrect firewall rules or gateway configurations. Remove any restrictions that would prevent the device from receiving an IP address.

3. Ensure TCP Port 8080 and UDP Port 10001 are not blocked.

Open TCP Port 8080 and UDP Port 10001 locally (LAN) on all gateways, firewalls, and antivirus software. This is especially common for users self-hosting the UniFi Network Server on Windows machines because of the Windows Firewall. 

See Required Ports Reference for additional information.

4. Verify if your UniFi Console moved, or if its IP address changed.

This primarily applies to self-hosted UniFi Network Servers, or Cloud Keys that receive an IP address from a non-UniFi gateway. If the IP address has changed, you may need to reconfigure devices to connect with the new IP address. See Layer 3 Adoption to learn more.

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