UniFi Protect - How to Generate a UniFi Protect or Camera Support File


Overview


This article will guide the user on how to generate UniFi Protect support files from a Controller or camera to aid in troubleshooting efforts.


Table of Contents


  1. Introduction
  2. Generating a UniFi Protect Support File using the Web Interface
  3. Collecting UniFi Protect Logs via SSH
  4. Generating a UniFi Camera Support File
  5. Related Articles

Introduction


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When requesting support via our Help Center or the Ubiquiti Community, you will likely be requested to provide your UniFi Protect Support File or Camera Support Files. These are archives generated by the platform which contain configuration details, logs, and diagnostic information which are often critical when diagnosing unexpected behavior.

While Support Files typically do not include sensitive personal information, they may include data such as usernames, email addresses, IP addresses, MAC addresses, and access logs. Because of this, we do not recommend sharing them publicly. To review the contents of a Support File, the archive can be extracted as you would any other .zip file.


Generating a UniFi Protect Support File using the Web Interface


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The simplest way to generate a UniFi Protect Support File is to use the option within the web interface. However, if the web interface is not accessible, the majority of logs can still be collected via SSH as described in the next section. See Related Articles for help on how to connect via SSH.

  1. Log into your UniFi Protect site with an Administrator account using cloud access at https://protect.ui.com/.
  2. If the UniFi Protect site appears to be unavailable or does not connect, open the local web interface by going to https://<ControllerIP>:7443 and log in using an Administrator local account. To determine what the local IP address is, refer to the Cloud Key or UDM-PRO’s display, or find the controller as a client in your UniFi Network Clients list.
  3. Once logged in, go to Settings > General > Actions > Download Support File.
  4. Save the downloaded file to your Desktop or a suitable location.

Collecting UniFi Protect Logs via SSH


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If the UniFi Protect interface is not accessible, such as if the service is unable to start, Support may request a copy of all service logs to be downloaded via SSH.  For details on how to connect to a device via SSH, please see Intro to Networking - How to Establish a Connection Using SSH.

If UniFi Protect is hosted on a Cloud Key Gen2 Plus

  1. Connect to the Cloud Key Gen2 Plus via SSH on its private IP address.  If you are not sure what the local IP address is, refer to the Cloud Key’s display, or find the Cloud Key as a client in your UniFi Network controller.  Use username “root” and the password used to configure your Cloud Key. If you initially configured UniFi Protect using the mobile app, then the password is likely the same one used to log into the Ubiquiti Cloud at the time it was set up.
  2. Create an archive of all log files using the following command:
    tar -czvf /root/logs.tar.gz /srv/unifi-protect/logs/
  3. Download the archive to your local computer:
    • If using a macOS or Linux computer, use the following command to download the archive to your Desktop or a suitable location:
scp root@[CloudKeyIP]:/root/logs.tar.gz ~/Desktop/logs.tar.gz
    • If using a Windows computer, use Filezilla or WinSCP to connect using SFTP, and download the /root/logs.tar.gz file to your Desktop or a suitable location.

Generating a UniFi Camera Support File


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Camera diagnostic logs are relayed and stored on the UniFi Protect Controller during normal operation.  However, in certain cases, such as when troubleshooting camera connectivity or a standalone camera, it may be necessary to download a camera support file directly.  It is important to note that camera logs are not persistent, which means all logs will be lost when a camera is power cycled or rebooted.

  1. Open the camera’s web interface by connecting to the camera’s IP address.  To determine the camera IP address, refer to the UniFi Network Clients list.
  2. Log into the camera by using the “ubnt” as the username, and the device password found in UniFi Protect’s web interface under Settings -> Advanced -> Device Password -> Reveal.  If the camera is configured as standalone, use the credentials chosen during setup.
  3. Once logged in, click on the System tab, then click Download Support File. 
  4. Save the downloaded file to your Desktop or a suitable location.

Related Articles


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Intro to Networking - How to Establish a Connection Using SSH


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