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New Member
Posts: 37
Registered: ‎04-06-2017
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Cloud Access Problems On Controller 5.9.29

Since I upgraded my Cloud Key controller to 5.9.29 I notice that Cloud Access no longer seems to work using the Unifi App on iOS. Direct access works fine. The Cloud Key shows up fine in the app and appears connected, but when it tries to connect it gets hung up on "Requesting SDP Offer" then times out. All UBNT systems show as "fully operational". I have tried restarting my Cloud Key as well as removing it from Cloud Access and re-adding it. Same problem. Thank you.

New Member
Posts: 6
Registered: ‎11-02-2015

Re: Cloud Access Problems On Controller 5.9.29

Can confirm, also having this issue. A few more troubleshooting steps...

 

I've reset my CK (v1, v2 in the mail)

I can access it for a while after I force a provision to my USG-PRO but eventually it will start failing.

I'm on Android app, not iOS.

Cloud access works fine on PC browser, just not mobile app.

Senior Member
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Re: Cloud Access Problems On Controller 5.9.29

Hello,

 

Cloud Access is working fine for me on IOS.

 

 

Regards,

Glenn R.

 

CC @UBNT-Jonge @UBNT-Mates

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New Member
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Registered: ‎09-09-2015

Re: Cloud Access Problems On Controller 5.9.29

As for the IPhone connection, I was having the same issues, updated the app, corrected some of the problems

Established Member
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Re: Cloud Access Problems On Controller 5.9.29

On your android app, is that the beta version? I am running the BETA version from the APP store and that brought cloud access back when everyone was having issues about a month ago. Ever since, no issues at all.
New Member
Posts: 6
Registered: ‎11-02-2015

Re: Cloud Access Problems On Controller 5.9.29

I'm unfortunately unable to locate the beta version of the Android app in the Play Store.  I will research this further tonight.  Thanks for the assistance!

Senior Member
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Re: Cloud Access Problems On Controller 5.9.29

Hello @harrygorden,

 

 

This should be the link for the google play store.

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
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Established Member
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Re: Cloud Access Problems On Controller 5.9.29

If you go to the not beta app in the play store and scroll down, you will find a "join beta" button.
New Member
Posts: 6
Registered: ‎11-02-2015

Re: Cloud Access Problems On Controller 5.9.29

Well I'm sorry to say the beta version of the Android app didn't resolve my issue.  However, I've found a rather bizarre symptom that makes zero sense to me.  The only circumstance that "Connecting to controller" just spins and spins (I haven't been able to get it to give me an error message) is on straight cellular.

 

Local WiFi: works

Remote WiFi: works

Cellular on VPN: works

Cellular w/o VPN: doesn't work

 

If anyone can provide any insight into in what universe this seems logical I'd greatly appreciate it.

 

All jokes aside, for giggles I plan on doing a hard reset on my CK tonight and restoring from backup.  I don't know if holding in the reset button is any different from selecting "Reset Cloud Key" but I'm grasping at straws right now and not too sure it's an issue with the 5.9.29 update as this is the only place I've found this issue discussed.

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Re: Cloud Access Problems On Controller 5.9.29

Have you tried to go into the settings in the controller and disabled cloud access, rebooted the cloud key, logged back into controller, enable cloud again? that has helped people recently.
New Member
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Re: Cloud Access Problems On Controller 5.9.29

Tried that both last night and today. Same problem. Hangs on "Requesting SDP Offer". I am on the latest Unifi app, but not the beta app on iOS. It's very odd because the controller does show as online in the app, I just can't get to it.

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Re: Cloud Access Problems On Controller 5.9.29

Gotcha, well that kind of makes me think it something to do with your cellular connection. If thats the only thing that doesn't work then it sounds like your cell provider is blocking something.
New Member
Posts: 6
Registered: ‎11-02-2015

Re: Cloud Access Problems On Controller 5.9.29

I hadn't heard that rebooting between the cloud access toggles had helped people so thank you for your assistance!  Unfortunately, that didn't take care of my issue.  I was able to roll back to FW v11.12 and UniFi 5.8.30 which has me up and running for the time being.  I'll probably give it another shot this weekend.  Hoping to get to 5.9.29 before migrating to the new CK.

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Re: Cloud Access Problems On Controller 5.9.29

Hello @harrygorden,

 

Do you have another phone with a different provider?

I have helped someone before and the issue was his provider blocking it.

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
USG-4-PRO • USG
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UAP XG • UAP-SHD • UAP-HD • UAP-NanoHD • UAP-AC-PRO 2x • UAP-AC-LITE • UAP-AC-IW • UAP-AC-M
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Ubiquiti Employee
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Re: Cloud Access Problems On Controller 5.9.29

@harrygorden Which mobile data provider do you use?

Emerging Member
Posts: 73
Registered: ‎06-29-2017
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Re: Cloud Access Problems On Controller 5.9.29

I have similar issues with my Android app running on a Galaxy S7. It has been like this for the last few versions of CK and UC (5.8.28, 5.8.30, 5.9.29 etc) so not anything new with the most recent update.

 

Local WiFi access using either Windows PC, iOS app (iPad and iPhone) and Android are fine. 

 

Remote access using Windows PC and iOS app are fine (iOS on Virgin mobile Australia) but the Android app just sits and spins and maybe connects 1/10 or 1/20. It says it can see the controller but just won’t connect. (Android on Telstra network). Every now and then it will connect though.

Ubiquiti Employee
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Re: Cloud Access Problems On Controller 5.9.29

Can you please:

 

1) Check that using unifi.ubnt.com works (make sure to "launch using cloud").

 

2) Check if all required ports are open (https://help.ubnt.com/hc/en-us/articles/218506997-UniFi-Ports-Used), in particular:

TCP/UDP 443

UDP 3478

TCP 8883 -- This is a new requirement I believe.

 

Thanks!

New Member
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Registered: ‎09-09-2015

Re: Cloud Access Problems On Controller 5.9.29

New Member
Posts: 6
Registered: ‎11-02-2015

Re: Cloud Access Problems On Controller 5.9.29

@UBNT-Mates, I'm with T-Mobile on a Pixel XL (Gen1). I've had zero issues for 2+ years so I'm reluctant to think it could be a carrier issue.

Ubiquiti Employee
Posts: 572
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Solutions: 34

Re: Cloud Access Problems On Controller 5.9.29

@RSLarson I'll sync with our team, it might need updating.

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