UniFi – Troubleshooting Offline Cloud Key and Other Stability Issues


Ubiquiti Networks Support and Help Center

UniFi – Troubleshooting Offline Cloud Key and Other Stability Issues

overview This article will explain how to troubleshoot, resolve and prevent Cloud Key failures and stability issues. NOTES & REQUIREMENTS : This article applies to the UniFi Cloud Key, …

UniFi – Troubleshooting Offline Cloud Key and Other Stability Issues

Overview

This article will explain how to troubleshoot, resolve and prevent Cloud Key failures and constancy issues.

This article applies to the UniFi Cloud Key, which should be updated to the latest stable firmware/controller interpretation before troubleshooting far .

Table of Contents

Introduction

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The UniFi Cloud Key offers possibly the most convenient and elementary UniFi management method acting available. Setup is easily and doesn ’ metric ton require a desktop/server on-site to be running at all times to keep on-line. The Cloud Key even requires some alimony and use of best practices to ensure proper function. This article will explain how to fix Cloud Key stability issues, trouble-shoot and resolve root causes when repeated issues are seen .

Symptoms

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All of the following symptoms can indicate stability issues with your Cloud Key :

  1. Flashing white LED indicating the UniFi Cloud Key is disconnected.
  2. Cloud Key may show as offline in UniFi Management Dashboard (https://unifi.ubnt.com)offlineck.PNG
  3. Cloud Key UI may not be accessible via direct URL through browser
  • i.e. https://[cloudkeyip]:8443/manage/
  1. UniFi service shows as not running through Web UI (https://, Select option Configure > Maintenance > Service > Stop UniFi will be grayed out indicating it is already offline)
  2. UniFi Service will not start by clicking the button “Start UniFi”.

Resolution

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1. Reboot

As a first footprint, some Cloud Key issues can be resolved with a simpleton boot. If you have not done this, do so now. This can be done by following these steps :

  1. Open the Cloud Key management portal in a browser by typing the IP address of the Cloud Key as URL: i.e. https://192.168.1.15
  2. You may receive a Privacy Error. Click continue.
  • In Chrome, click Advanced > “Proceed to IP of Cloud Key”
  1. Click Configure
  2. Log in with UniFi Cloud Key credentials used at setup. See our Related Articles below for credential questions.
  3. Select the Maintenance tab.
  4. Under Maintenance > Actions, click the button to Reboot .

If this does not resolve the issue, then proceed to the adjacent paragraph .

2. Reset Cloud Key

about every UniFi Cloud Key bankruptcy, can be promptly resolved by a simple Reset and Restore of a backup charge. The Cloud Key has made it easy to maintain backups in lawsuit of any failures. Auto Backup, if enabled, will create periodic snapshots that can be restored to in the shell of any failures .
These are stored on the SD wag and even if the Cloud Key is unable to be accessed manually, a reset of the device will permit a restore of the Auto Backup files on the SD poster. Auto Backup is configured in the UniFi Controller under Settings > Auto Backup .
To ensure that you have adequate intermittent backups should anything happen, it ’ mho recommended to have automated Weekly backups .

Steps: How to Reset your Cloud Key

Ubiquiti Networks Support and Help Center

UniFi – Troubleshooting Offline Cloud Key and Other Stability Issues

Overview

This article will explain how to troubleshoot, resolve and prevent Cloud Key failures and stability issues.

NOTES & REQUIREMENTS:

This article applies to the UniFi Cloud Key, …

ATTENTION: Prior to resetting your Cloud Key make certain you have backups available to restore from. To be safe, make sure to download from Cloud Key either through UI or via SSH prior to Resetting. Resetting the Cloud Key will lose all shape. If no accompaniment file is available, all settings will need to be reconfigured .

Reset Method 1: WebUI

  1. Open the Cloud Key management portal in the browser by typing the IP address of the Cloud Key as a URL: i.e. https://192.168.1.15.
  2. You may receive a Privacy Error, in Chrome, click Advanced > Proceed to IP of Cloud Key .
  3. Click Configure .
  4. Log in with UniFi Cloud Key credentials used at setup. See our Related Articles below for credential questions.
  5. Select the Maintenance tab.
  6. Click Reset to Defaults .

If access to the Cloud Key ’ south management portal is not possible, use one of the following alternatives :

Reset Method 2: Hardware Button

  1. The reset button is at one end of the Cloud Key. See each model’s Quick Start Guide for exact location.
  2. Insert a paper clip or similar object into the small hole until the button depresses.
  3. Hold for five seconds, then release.
  4. The LEDs should indicate the Cloud Key is restarting and being reset to default state.
  5. Once completed, the Cloud Key should show a steady white LED if this was done properly.

Reset Method 3: SSH

  1. Use an SSH client like Putty (Windows) or Terminal (macOS).
  2. Connect to the IP address of the Cloud Key.
  3. Authenticate using SSH credentials as previously configured. See this article for help on Cloud Key password disambiguation.
  4. Once you log in successfully, enter the following command then hit enter:
  • ubnt-systool reset2defaults
  1. The Cloud Key will then reset to default.

How to Restore from Last Working Backup

once your reset has completed successfully your Cloud Key should be in a factory default state- which will eliminate any database corruption/corrupted shape of the Cloud Key. now you are ready to restore from your survive sleep together working backing. here are directions on how to do this :

Restore Method 1: Via UniFi Setup Wizard

  1. Open the Cloud Key management portal in the browser by typing the IP address of the Cloud Key as a URL: i.e. https://192.168.1.15.
  2. You may receive a Privacy Error, in Chrome, click Advanced > Proceed to IP of Cloud Key .
  3. Select Manage .
  4. The UniFi Setup Wizard will present existing Auto Backup files stored on the SD card.
  5. Select which backup to restore and click Restore .

Restore Method 2: Via WebUI

  1. Open the Cloud Key management portal in the browser by typing the IP address of the Cloud Key as a URL: i.e. https://192.168.1.15.
  2. You may receive a Privacy Error, in Chrome, click Advanced > Proceed to IP of Cloud Key .
  3. Click Configure .
  4. Login with default UniFi credentials:
  • Username: ubnt
  • Password: ubnt
  1. Go to the Maintenance tab.
  2. Click the Stop UniFi button, once the Start UniFi button becomes highlighted (appears clickable), proceed to the next step. restoreck.png
  3. Under Auto Backup select the most recent working backup file and click Restore .selectbackup.png
  4. If restoring from a local file, click Choose File .restorefile.png

Potential Causes and Prevention

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Since Cloud Key gen1 was released, a number of features have been added and improved via firmware to improve constancy and prevent common issues. Because of this, it is always recommended that you upgrade your Cloud Key firmware to the most late stable version, particularly if you repeatedly encounter any stability issues .
If Cloud Key stability issues are not resolved with a reset/restore, or repeatedly come back, it is particularly crucial to identify and resolve the root cause. The majority of such reported issues are found to be a leave of one of the following causes :

Cause 1: Power Outages/Interruptions

User Tip: This lawsuit is associated with Cloud Key Gen1. The Gen2 model has a “ elegant closure ” feature that should prevent sudden office interruptions .
The Cloud Key stores data and UniFi control shape in a MongoDB database. even in small environments, there are ongoing database functions being performed at any given here and now. If these database operations are interrupted as a consequence of a sudden office break, this can cause database corruptions which will ultimately hinder the proper routine of the Cloud Key. In some cases, after a power outage, the Cloud Key may be ineffective to start the UniFi service properly due to database errors resulting from the pause .
If you find your Cloud Key is losing might frequently despite no exponent loss, you may besides have a bad Ethernet Cable being used to office the device via PoE- replace the cable to resolve this .

Symptoms

  • Stability issues arise after a known power outage/interrupted power.
  • Persistent Cloud Key stability issues; testing with different ethernet cable fails to reproduce.

How to Prevent

  1. Power the UniFi Switch or other PoE supplying device up to a power source with battery backup to ensure that power remains uninterrupted in short power outages.
  2. Plug a small charged battery like those used for charging mobile phones into the Cloud Key via the micro USB port- this will prevent the Cloud Key from being shut off in a power outage from interrupted PoE.
  3. Replace faulty Ethernet cable with new cable if the Cloud Key loses power in cases where there is no power outage.
  4. Shutdown/Reboot Cloud Key gracefully using the button in UI rather than unplugging/plugging back in.

Cause 2: Disk Space

The Cloud Key was built for compact form, comfort of install and affordability. With this comes less magnetic disk storage than you ’ five hundred find on a server that would otherwise be running the UniFi Controller substance. In most environments, this will not become an offspring and requires little consideration. however, in larger environments or configurations that have opted to retain more detail data and a larger number of backups, phonograph record distance can become an emergence. For this reason, it is dear to monitor the magnetic disk use on the Cloud Key regularly good to ensure that the phonograph record space international relations and security network ’ t over-utilized .

Ubiquiti Networks Support and Help Center

UniFi – Troubleshooting Offline Cloud Key and Other Stability Issues

overview This article will explain how to troubleshoot, resolve and prevent Cloud Key failures and constancy issues. NOTES & REQUIREMENTS : This article applies to the UniFi Cloud Key, …

Symptoms

  • Storage Space Shows as close to 100% utilized
  • Cloud Key will shut down the controller service without warning as disk space is exhausted/MongoDB is unable to write to the database further

How to Prevent

  • Periodically check the Cloud Key disk utilization through the WebUI > Configure > Main.
  • Limit the number of backups stored on the Cloud Key. If longer retention of backups/data is needed, download these files then remove from Cloud Key storage.
  • Decrease the length of data retention in the UniFi Controller under Settings > Maintenance > Data Retention.
  • If you frequently exhaust disk space, add a larger microSD card to your Cloud Key.
  • Perform regular compacts on Database under Settings > Maintenance > Compact Database .
  • Remove excessive backups under Settings > Auto Backup

Cause 3: Maximum Database Limit

All UniFi controllers operate with the use of a MongoDB database. What ’ mho singular about the Cloud Key over most other controllers is that it has an ARMv7 32-bit CPU, and as such can merely run 32-bit MongoDB. 32-bit MongoDB instances have a limitation over 64-bit mongo instances in that they can entirely support database sizes of approximately 2GB. See more information here .
As complexity and scale of the UniFi management increases, the database will grow in size. As the Cloud Key is geared towards smaller sites and portability/compactness, in most cases this will not always be anything to worry about. however, given the 32-bit limit on size on the Cloud Key, if used in the largest environments ( more than a match twelve APs/UniFi devices ), this specify will quickly be reached and prevent healthy affair .
If you are uncertain of whether your accountant should be using a Cloud Key or not, review the postdate guidelines : UniFi – Cloud Key ’ s Device Management Limit

Symptoms

  • server.log indicates erroneousness identical or similar to the following :

    • ERROR dev – Error in DeviceManager.processStat() com.mongodb.WriteConcernException: { serverUsed : “127.0.0.1:27117”, “err” : “can’t map file memory – mongo requires 64 bit build for larger datasets”`
  • The database is finale to 2 GB in size
  • Restoring from a backup may work until the limit is reached again .

How to Prevent

  • Make sure your UniFi Deployment is not too large for the UniFi Cloud Key to handle. See here.
  • If the scale of the UniFi deployment on Cloud Key is growing too large, consider migrating to a software install of the UniFi Controller software on a server with a 64-bit OS.
  • Verify the size of your backups is not approaching the 2GB limit under Settings > Auto Backup .
  • Reduce Data Retention Settings, then Compact Database under Settings > Maintenance > Compact Database .

Other Causes

If you encounter an issue not covered by one of the above scenarios, get help on our Community. This article will continue to grow thanks to user feedback .
however, if you distillery don ’ thymine find a solution you may be dealing with hardware issues. These are identical rare but can be encountered. In such cases, normally, the Cloud Key will fail to might on or the SD card will not permit extra data to be written to the Cloud Key. If the issue is obviously a hardware issue and your device is under guarantee, fill out the RMA form to arrange a surrogate : hypertext transfer protocol : //www.ubnt.com/support/rma/

Related Articles

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UniFi – Accounts and Passwords for Controller, Cloud Key and early Devices
UniFi SDN – Repairing Database Issues on the UniFi Controller
UniFi – How to Manage & Upgrade your Cloud Key
UniFi – How to Manually Change the Cloud Key ’ s Controller Version via SSH
UniFi – Supported PoE Protocols
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Ubiquiti Networks Support and Help Center

UniFi – Troubleshooting Offline Cloud Key and Other Stability Issues

overview This article will explain how to troubleshoot, resolve and prevent Cloud Key failures and stability issues. NOTES & REQUIREMENTS : This article applies to the UniFi Cloud Key, …

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