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SuperUser
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Needs An Update -- Off line so Can't Update

Seems like someone didn't think this through well....

 

It appears my CloudKeys need an update to be able to talk to the UniFi cloud... but because they aren't talking to the cloud, I can't update them.

 

 

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Re: Needs An Update -- Off line so Can't Update

Hello @mhoppes,

 

Are you sure that the UCKs aint down?

Are you able to access the UCKs locally?

 

 

Regards,

Glenn R.

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SuperUser
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Re: Needs An Update -- Off line so Can't Update

Yes, I can access them locally. And as you can see the cloud reports them as "Offline - Needs Update".
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Re: Needs An Update -- Off line so Can't Update

You should be able to update by accessing locally via the web UI and using the second method noted here: https://help.ubnt.com/hc/en-us/articles/115004323048-UniFi-How-to-Manage-Upgrade-your-Cloud-Key 

If you have devices going offline regularly, check out this article for help getting the root issues resolved: 
https://help.ubnt.com/hc/en-us/articles/360000128688-UniFi-Troubleshooting-Offline-Cloud-Key-and-Oth...

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Re: Needs An Update -- Off line so Can't Update

Hello @mhoppes,

 

Why don't you upgrade them locally?

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-Video Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
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Re: Needs An Update -- Off line so Can't Update

That’s a lot of driving and man power for something I’m suppose to be able to administer remotely. 

 

Not sure how this got through QC at Ubiquiti. 

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Re: Needs An Update -- Off line so Can't Update

Hello @mhoppes,

 

You could take over a PC onsite and do it through TeamViewer for example.

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-Video Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
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Re: Needs An Update -- Off line so Can't Update

All good suggestions. That require time, coordination and effort.

Remind me why I used/trusted the cloud again?
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Re: Needs An Update -- Off line so Can't Update

Anyone from Ubiquiti able to comment on this? How do I upgrade if the device can no longer connect to the cloud?
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Re: Needs An Update -- Off line so Can't Update

Looks like you skipped several updates, update more frequently and they'd still be online.

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Re: Needs An Update -- Off line so Can't Update

Do you work for Microsoft? Because "blame the user" rather than "poor software development" is the way of life there.
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Re: Needs An Update -- Off line so Can't Update

They will tell you the same thing...you need to do the upgrade onsite at this point. As others pointed out and you said were very viable ideas, Teamviewer, VNC, RDP, ect... into a machine on that network. I would just have something like that setup anyway just in case this stuff happens. Clouds should never go down, I agree. Its very pathetic that this cloud based solution is this terrible still. BUT it is...so you need to have a backup plan. Always have a backup or even backout plan when doing things like this.
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Re: Needs An Update -- Off line so Can't Update

Can you upgrade via ssh?

 

Regards,

Do not expect me to reply to this post, I'm not sure that I will be able to find it, thank's to ....

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Re: Needs An Update -- Off line so Can't Update

Hello,

 

If you upgrade, don't upgrade straight to the latest version.

I recommend following using the following path below:

5.4.x > 5.5.20 > 5.6.40 > 5.8.30 > 5.9.29

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-Video Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
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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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Re: Needs An Update -- Off line so Can't Update

@verisariocI've got a backup plan.. it's just slowly getting implimented... takes a long time to change a rolling stone's direction.

 

Yes... I agree, these CloudKeys are behind in firmware versions... but there's absolutely no reason this kind of thing should suddenly be "discovered" when someone logs in to check on a CK.  There was no notice sent out to users that after Y date a software upgrae will prevent older CK firmware from being able to talk to the cloud.  Nothing.. it was just accidentally discovered.

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Re: Needs An Update -- Off line so Can't Update

@AmazedMender16 - Why is that?
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Re: Needs An Update -- Off line so Can't Update

Hello @mhoppes,

 

You can run into issues when updating straight to the latest version.

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-Video Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
USG-4-PRO • USG
USW-48-500W • USW-24-POE-250W 2x • USW-16-POE-150W • USW-24 • USW-8-150W • USW-8
UAP XG • UAP-SHD • UAP-HD • UAP-NanoHD • UAP-AC-PRO 2x • UAP-AC-LITE • UAP-AC-IW • UAP-AC-M
UCK-G2 • UCK
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Re: Needs An Update -- Off line so Can't Update

@mhoppes Cloud Access is about providing a convenient way to manage your controller remotely, in case anything ever goes awry, I recommend setting up remote access to the site in the event that there are ever any issues like this. That way you can power cycle a switch to get it back online/recover from any controller issues easily. If there's no connection between the device and our Cloud Service, there's nothing we can do- similarly to if there is no network connectivity on the site at all. 

Since you have local connectivity, it should be simple to upgrade the device's firmware. You can use any of these steps: https://community.ubnt.com/t5/UniFi-Updates-Blog/UniFi-Cloud-Key-firmware-0-12-0-has-been-released/b...

Did you follow through that guide to find out what the root cause was? Were you able to get the device back online? 

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Re: Needs An Update -- Off line so Can't Update

@ubnt-APeiper it would appears in at least one situation the issue was a corrupt database. I had to manually upgrade the CK software, then restore a backup of the UniFi. The UniFi system was still working on the old databases, the unit had not been reset, but the web login would not work and the SSH login was set to ubnt/ubnt.

Seems like a software QA issue that this could happen.

The cloud is about a convenient way to access things, but if it's not reliable it's not really useful.
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