UniFi - Cloud Key Troubleshooting Guide


The UniFi Cloud Key (UCK) allows users to access their software controllers via a cloud connection. Although the UniFi Cloud Key is a plug-and-play component, proper setup and troubleshooting are required to ensure that the UCK is properly powered and servicing your UniFi system. The purpose of this article is to provide Cloud Key users with a method of troubleshooting common issues. 

For detailed setup instructions, first see the Cloud Key Quick Start Guide and the UniFi Controller User Guide (Chapter 2). If you're experiencing stability issues or an offline Controller, this article will include more details: UniFi - Troubleshooting Offline Cloud Key and Other Stability Issues

Table of Contents

  1. Powering the UniFi Cloud Key
  2. Assigning a Static IP
  3. Cloud Key Device Communication
  4. Accessing the UniFi Controller from a Remote Location
  5. Related Articles

Powering the UniFi Cloud Key

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A Cloud Key can be powered via:

  • USB with 1.5 Amp USB Power Supply Unit
  • 48 Volts Active PoE (802.3af) from a UniFi Switch, or other 802.3af compliant switches.
  • 48 Volts Passive PoE from a UniFi 48 Volt PoE Injector.

If using USB to power the Cloud Key, a network cable is still needed to connect the Cloud Key to the existing network.

Assigning a Static IP

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Upon initial setup, a local IP is automatically assigned to the UCK from the DHCP server. For troubleshooting purposes, and for easier Layer-3 configuration, it may be useful to assign a Static IP to the Cloud Key. To do this:

1. Browse to the DHCP-assigned IP of the Cloud Key (http://<IP_address>).

2. Select Configure.

3. Go to the Configuration tab.

4. Select Static in Network Settings > Configuration Mode and edit information accordingly.

Cloud Key Device Communication

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A common cause of issues preventing access to the Cloud Key is that the required ports are being blocked. To ensure connectivity issues are not caused by this, verify all port requirements found in the following document are met: UniFi - Port Requirements for Cloud Key.

After verifying all necessary ports are open, try the following steps:

  • Verify ethernet cable is not damaged by replacing with a different cable.
  • Ensure firmware is updated to the most recent version (in Maintenance tab)
  • Verify that the Cloud Key Device Name, IP Address, and other network-specific credentials are correct (in Configuration tab).

Accessing the UniFi Controller from a Remote Location

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Once Cloud Access has been set up in the controller, the SSO (cloud) portal (unifi.ubnt.com or UniFi Mobile App) will allow the user to access the controller application remotely. To access the Cloud Key directly, either create the appropriate port forwards (for local management UI and/or shell access), or use the debug terminal of a UniFi device managed from the Cloud Key (shell access only).

Related Articles

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