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New Member
Posts: 6
Registered: ‎06-14-2016
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IR non functional after Unifi Protect update to 1.6.0

Hello,

 

I have 7 cameras connected to a Unifi Protect CloudKey Gen 2 Plus:

  • Original Micro
  • 6x G3 Bullets two with the external IR

The CKG2+ performed an update about an hour ago. Now four of my G3s, including the two with external IR accessory cannot see IR, only regular spectrum.

 

Tried restart of cameras. Manually switching the IR settings. Nada. The other two G3s are fine.

 

Anybody running into this? (Before I try restoring to old version and disabling auto update.)

 

I am also on my way to the site to check to make sure the IRs are actually on. 

Ubiquiti Employee
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Registered: ‎07-03-2014
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Re: IR non functional after Unifi Protect update to 1.6.0

@cptjellybeans can you upload a support file? The two that are working are those the ones with the external IR ring?

 

 

New Member
Posts: 6
Registered: ‎06-14-2016
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Re: IR non functional after Unifi Protect update to 1.6.0

[ Edited ]

Hey @ubnt-taka, I've PM'ed you a link to the support file since it is not encrypted and there is no attachment feature (that I can find) in the PM composer.

 

After further review:

  • Only the two G3's with the IR Accessory are malfunctioning. I went to physically look and neither the IR accessory nor the camera's built in IR Leds are on. I tried to cycle it using the Protect Web UI "External IR Accessory" setting to no effect.
  • The other G3s without the IR Accessory has IR on and are functioning.
  • It also appears that the "Led" Setting on the Web UI doesn't turn off the Infrared Leds. I had to go to the Android App to select the "Infrared" setting to cycle the Leds for the working cameras.
New Member
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Registered: ‎05-04-2011
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Re: IR non functional after Unifi Protect update to 1.6.0

Same issue here with one of my G3's. Rebooted it multiple times and tried to unmanaged\remanaged. no luck here.

New Member
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Re: IR non functional after Unifi Protect update to 1.6.0

I just tried to restore from backup to downgrade back to 1.5.0 but the backup import has failed.

 

  • "Restoring" the automated backup does not work, no error message. Just non-responsive after clicking "Restore".
  • Restoring by importing backup fails with error "Import Failed".
New Member
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Registered: ‎05-04-2011
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Re: IR non functional after Unifi Protect update to 1.6.0

I just unmanaged the camera then backed the camera firmware down to 4.4.8. no luck there either. I wont have access to the camera for a few weeks so cant tell if the IR's are on or not.

New Member
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Re: IR non functional after Unifi Protect update to 1.6.0

I decided to try that too.

I unmanaged one of the G3s with the external accessory. Waited for it to reset back to factory. Logged on directly to the camera, and actually was surprised to see the IR working!

Skipped the firmware downgrade, remanaged, and now that is working. Not gonna ask why but I'm going to do the same to the other camera. *fingers crossed*
New Member
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Re: IR non functional after Unifi Protect update to 1.6.0

@cptjellybeans - Great news for you! still no luck on my end

 

@ubnt-taka - I also sent you a PM with my support file from the nvr and my camera.

 

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Re: IR non functional after Unifi Protect update to 1.6.0

@cptjellybeans @JB99  got your support files, thanks. We're looking into it.

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Re: IR non functional after Unifi Protect update to 1.6.0

@JB99 were you able to fix it? If not I have a potential fix if you have SSH access to the CK, let me know.

Ubiquiti Employee
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Re: IR non functional after Unifi Protect update to 1.6.0

If you're still having this issue, or for anybody else having this issue:

 

If you go into the pop out player and reset all the image settings, you should get IR back.

 

Screen Shot 2019-02-06 at 18.14.15.png

 

Unmanaging the camera and remanaging it should also work, but the above method is a lot faster/simpler.

New Member
Posts: 8
Registered: ‎05-04-2011
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Re: IR non functional after Unifi Protect update to 1.6.0

Tried to do the reset all and still no IR's. I unmanaged and reminaged the camera a few times yesterday. another thing worth noteing is there camera has not detected any motion all day (i cant go back any further since i unmanaged it yesterday). it has been snowing there all day so the chances of detecting no motion all day seems to be a issue also.

 

Capture.PNG

New Member
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Re: IR non functional after Unifi Protect update to 1.6.0

I do have SSH access let me know what you need me to try.

New Member
Posts: 4
Registered: ‎12-09-2016

Re: IR non functional after Unifi Protect update to 1.6.0

I had the same issue after updating. Using the “reset image settings” solved the problem. 

New Member
Posts: 6
Registered: ‎01-22-2017

Re: IR non functional after Unifi Protect update to 1.6.0

Same issue here, will try the reset image and let you know how I get on. 

New Member
Posts: 12
Registered: ‎10-12-2016
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Re: IR non functional after Unifi Protect update to 1.6.0

You guys are going to want to put out something on this.  I was in the process of gathering ladders and such to go rip cameras down to RMA....

Ubiquiti Employee
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Registered: ‎07-03-2014
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Re: IR non functional after Unifi Protect update to 1.6.0

We just released a hotfix for this issue, 1.6.1

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Re: IR non functional after Unifi Protect update to 1.6.0

[ Edited ]

@ubnt-taka wrote:

We just released a hotfix for this issue, 1.6.1


@ubnt-taka no blog post for 1.6.1?

 

Edit: NVM I see a blog post now just no forum post.

UCK-G2-PLUS | USG-3P | USW-24P-250 | USW-8P-150 | UAP-AC-LR | UAP-HD-IW | UVC-G3-AF | UVC-G3-PRO | UVC-G3-FLEX
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Re: IR non functional after Unifi Protect update to 1.6.0

[ Edited ]

@JB99 wrote:

I do have SSH access let me know what you need me to try.


Quick update, after checking with @JB99  (thanks for your cooperation)

IR led does light up on this camera, it tends to be ICR stuck issue for his case, thus “reset image settings” doesn't help here

(And happen after updating to v1.6.0 is just a coincidence)

unifi-video-overview.png
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New Member
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Re: IR non functional after Unifi Protect update to 1.6.0

I was hoping that 1.6.1 would fix my problem but it didn’t. 

 

My problem is that my external IR for a G3 set in automatic mode doesn’t turn on. I have to go to the iOS app and enable it manually. 

 

I’m using a G3 with a UCK Gen2+. 

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